High Latency, packet drops and disconnection on WIRED and WIFI

[buchosmambo]

Hi I am with VM for over a year now and I am getting constant disconnections on my 1Gb broadband - both wired and wireless. Its getting to the point where playing online games is impossible not to mention that this poor service negatively affects our working from home as myself, my son and my wife getting regular disconnections during the google meets, teams and so on. 

Hub data below - I will also paste BQM graphs as these are showing regular packet losses. Can anyone look at these and let me know if there is anything of concern from the data and graphs pasted?

Cable Modem Status Item Status Comments Channel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[Steven_L]

Thanks for coming back to us buchosmambo, have you had any further issues since you last posted or any improvements with your connection?

Kind Regards,

Steven_L

[buchosmambo]

@Steven_L yes I do. Constant high spikes causing disconnection. Its time you look into your end of things

[John_GS]

Hi buchosmambo

Thanks for coming back to us. We've ran a check here and no issues are showing. All the levels are in spec, no issues with SNR or congestion.

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at https://www.thinkbroadband.com/broadband/monitoring/quality
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum 🙂

[buchosmambo]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	411000000	4.2	37	QAM 256	1
2	419000000	4.5	38	QAM 256	2
3	427000000	4.7	38	QAM 256	3
4	435000000	4.9	38	QAM 256	4
5	443000000	4.8	38	QAM 256	5
6	451000000	5.2	38	QAM 256	6
7	459000000	5.1	38	QAM 256	7
8	467000000	5.1	38	QAM 256	8
9	475000000	5	38	QAM 256	9
10	483000000	5.1	38	QAM 256	10
11	491000000	5.4	38	QAM 256	11
12	499000000	5.4	38	QAM 256	12
13	507000000	5.4	38	QAM 256	13
14	515000000	5.3	38	QAM 256	14
15	523000000	5.5	38	QAM 256	15
16	531000000	5.9	38	QAM 256	16
17	539000000	6.2	38	QAM 256	17
18	547000000	6.3	38	QAM 256	18
19	555000000	6.4	38	QAM 256	19
20	563000000	6.4	38	QAM 256	20
21	571000000	6.5	38	QAM 256	21
22	579000000	6.4	38	QAM 256	22
23	587000000	6.4	38	QAM 256	23
24	595000000	6.1	38	QAM 256	24
25	603000000	6	38	QAM 256	25
26	611000000	5.6	38	QAM 256	26
27	619000000	5.1	38	QAM 256	27
28	627000000	4.8	38	QAM 256	28
29	635000000	4.8	38	QAM 256	29
30	643000000	4.9	38	QAM 256	30
31	651000000	4.7	38	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37	209	0
2	Locked	38	197	0
3	Locked	38	191	0
4	Locked	38	171	0
5	Locked	38	207	0
6	Locked	38	391	0
7	Locked	38	1108	0
8	Locked	38	1974	1
9	Locked	38	2036	1
10	Locked	38	1224	0
11	Locked	38	632	0
12	Locked	38	369	0
13	Locked	38	242	0
14	Locked	38	187	0
15	Locked	38	171	0
16	Locked	38	146	0
17	Locked	38	129	0
18	Locked	38	122	0
19	Locked	38	132	0
20	Locked	38	145	0
21	Locked	38	147	0
22	Locked	38	147	0
23	Locked	38	133	0
24	Locked	38	136	0
25	Locked	38	125	0
26	Locked	38	123	0
27	Locked	38	150	0
28	Locked	38	155	0
29	Locked	38	144	0
30	Locked	38	141	0
31	Locked	38	167	0

[buchosmambo]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	38.8	5120	QAM 64	9
1	43100000	37.8	5120	QAM 64	10
2	36600000	37.3	5120	QAM 64	11
3	30100000	36.3	5120	QAM 64	12
4	23600000	36.3	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[buchosmambo]

Network Log

Time Priority Description

15-02-2023 08:44:09	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-02-2023 08:44:09	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 21:18:42	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 21:18:42	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 20:13:18	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 20:13:18	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2023 20:10:12	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 22:02:25	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 22:02:25	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 21:00:24	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 21:00:24	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 20:00:02	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 20:00:02	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 08:10:10	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 02:02:44	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 02:02:44	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 01:52:38	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 01:52:38	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 12:56:29	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 12:56:29	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 12:46:23	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 12:46:23	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 00:10:27	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-02-2023 00:10:27	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 23:01:02	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 23:01:02	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 12:54:21	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 12:54:21	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 12:34:06	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 12:34:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 03:40:12	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-02-2023 03:40:12	notice	US profile assignment change. US Chan ID: 14; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[buchosmambo]

All stats above - below is my latest BQM and this is very interesting as clearly between bang on midnight and 8 am there is a significant drop in max latency (yellow) but even then I get these random spikes. This trend can be seen every day where max latency drops to very low levels between  midnight and 8 am - thats where online gaming is the best as PING is very low. Other than that I get very high ping and random disconnections whenever that high yellow spike happens...on WIRED connection....

[Zoie_P]

Hi @buchosmambo 👋,

Thank you for your post and I am sorry you are still having these, issues. I have taken a look at our systems and can see there are no issues outstanding on what this can be, your power levels look fine and your connection to devices looks good also. Looking at SamKnows I cannot see any dropouts for the past week so far. I can see you have not rebooted your hub in over 20 days, could you reboot for me and monitor this to see if this improves?

Keep us posted 😊

Zoie

[buchosmambo]

Zoie_P

Thanks for reply but I am not keen on resetting this HUB as unlike previous Hub 4 - this Hub 5 takes approx 40m to establish connection and get all the devices fully connected - plus extra few hours for PODs to fully reconnect.

I would like to understand what is it that you are testing remotely? Is it HUB status? Connection between cabinet and my property i.e. your HUB? or a full End to End connection? 

[Chris_W1]

Hi buchosmambo, thanks  for the message and welcome back to the forums. 

I have checked the area and cannot see any outages in the area. 

I can confirm that there has been no drops since you have posted, 

Can you confirm how the service is at the moment? 

Kind regards, Chris.