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Owenstone85
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High Packet Loss / High Ping / Loss of connection

Hi,

Would love some help please, really difficult to get some traction and speak to someone who can fix my connection. I am experiencing significant connection issues whereby I am seeing high packet loss, ping spikes and then lose of connection that requires the full restart to get live again.

I have been using ThinkBroadband to monitor my connection which should paint a picture.

Would really like to see a solution otherwise I will have no choice but to switch providers.

Owenstone85_1-1626806516325.png

 

Owenstone85_0-1626806473980.png

 

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lotharmat
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Re: High Packet Loss / High Ping / Loss of connection

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate 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. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Can you share your live graph as a 'direct link'?



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Owenstone85
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Re: High Packet Loss / High Ping / Loss of connection

Hello, thanks for taking a look!

Information

Cable ModemEuroDOCSIS 3.0 Compliant
Serial Number483256WV047AB
Boot Code VersionPSPU-Boot 1.0.20.1391
Software VersionV2.01.15
Hardware Version1.03
CA KeyInstalled

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)139000000Locked
Ranged Upstream Channel (Hz)53700000Success
Provisioning StateOKOperational

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-2.48-2.53-2.73-2.99-3.19-3.25-3.73-4.02
RxMER (dB)35.0835.2535.2535.4235.6035.6035.4235.42
Pre RS Errors1901310251568744730811822560401712027131
Post RS Errors198669971530344034440415029045694

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)53700000394000004620000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)48.7547.5048.0049.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAMQPSK16QAM64QAM64QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)05510165
FEC Codeword Information Bytes (K)1634348122386
Maximum Burst Size0003255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

 

General Configuration

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID31340
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID31339
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort

 

Network Log

First TimeLast TimePriorityError NumberDescription
20/07/2021 18:12:10 GMT20/07/2021 18:12:10 GMTError (4)68010302DHCP WAN IP - 92.239.4.57
20/07/2021 18:11:11 GMT20/07/2021 18:11:11 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
20/07/2021 18:09:23 GMT20/07/2021 18:09:23 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:22 GMT20/07/2021 18:09:22 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:07 GMT20/07/2021 18:09:07 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:03 GMT20/07/2021 18:09:03 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:51 GMT20/07/2021 18:08:51 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:45 GMT20/07/2021 18:08:45 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:11 GMT20/07/2021 18:08:11 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:07 GMT20/07/2021 18:08:07 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:49 GMT20/07/2021 18:07:49 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:42 GMT20/07/2021 18:07:42 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:38 GMT20/07/2021 18:07:38 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:28 GMT20/07/2021 18:07:28 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:26 GMT20/07/2021 18:07:26 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:16 GMT20/07/2021 18:07:16 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:04 GMT20/07/2021 18:07:04 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:02 GMT20/07/2021 18:07:02 GMTWarning (5)84020200Lost MDD Timeout

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ec06f89ecab47e23db6ed194476cc36220...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ec06f89ecab47e23db6ed194476cc36220331491

 

Sorry for the data dump! I hope this helps.

Thank you

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Owenstone85
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Message 4 of 12
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Re: High Packet Loss / High Ping / Loss of connection

Information

Cable ModemEuroDOCSIS 3.0 Compliant
Serial Number483256WV047AB
Boot Code VersionPSPU-Boot 1.0.20.1391
Software VersionV2.01.15
Hardware Version1.03
CA KeyInstalled
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Owenstone85
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Re: High Packet Loss / High Ping / Loss of connection

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)139000000Locked
Ranged Upstream Channel (Hz)53700000Success
Provisioning StateOKOperational
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Owenstone85
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Re: High Packet Loss / High Ping / Loss of connection

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-2.25-2.29-2.49-2.74-2.94-3.01-3.43-3.82
RxMER (dB)35.4235.4235.6035.6035.9735.9735.7835.97
Pre RS Errors4167432507797255394024902655651758535046
Post RS Errors220802680435815102501572912232331812334
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Owenstone85
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Re: High Packet Loss / High Ping / Loss of connection

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2431
Frequency (Hz)53700000394000004620000060300000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)48.5047.5047.7549.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000
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Owenstone85
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Message 8 of 12
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Re: High Packet Loss / High Ping / Loss of connection

Network Log

First TimeLast TimePriorityError NumberDescription
20/07/2021 18:12:10 GMT20/07/2021 18:12:10 GMTError (4)68010302DHCP WAN IP - 92.239.4.57
20/07/2021 18:11:11 GMT20/07/2021 18:11:11 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
20/07/2021 18:09:23 GMT20/07/2021 18:09:23 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:22 GMT20/07/2021 18:09:22 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:07 GMT20/07/2021 18:09:07 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:09:03 GMT20/07/2021 18:09:03 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:51 GMT20/07/2021 18:08:51 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:45 GMT20/07/2021 18:08:45 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:11 GMT20/07/2021 18:08:11 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:08:07 GMT20/07/2021 18:08:07 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:49 GMT20/07/2021 18:07:49 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:42 GMT20/07/2021 18:07:42 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:38 GMT20/07/2021 18:07:38 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:28 GMT20/07/2021 18:07:28 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:26 GMT20/07/2021 18:07:26 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:16 GMT20/07/2021 18:07:16 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:04 GMT20/07/2021 18:07:04 GMTWarning (5)84020200Lost MDD Timeout
20/07/2021 18:07:02 GMT20/07/2021 18:07:02 GMTWarning (5)84020200Lost MDD Timeout
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Owenstone85
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Message 9 of 12
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Re: High Packet Loss / High Ping / Loss of connection

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ec06f89ecab47e23db6ed194476cc36220331491

 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ec06f89ecab47e23db6ed194476cc36220331491
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lotharmat
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Message 10 of 12
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Re: High Packet Loss / High Ping / Loss of connection

Power levels look OK but log and BQM show otherwise!

Hang tight for VM Staff to pick this up and sort it out! - It'll likely need a tech visit!

Are there any area outages? - Check on 0800 561 0061!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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