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High latency, lots of dropped packets, total connection dropouts.

jolly86
Tuning in

Hi,

Having some real issues with my 1GB line and the amount of connection dropouts.

I've had a VM engineer visit after 3 complaints, who removed a previous occupants cut coax cable from the exterior box as this was causing too much noise and drop outs, since the visit the hub speed has been better but the amount of drop outs and latency is still terrible.

I've raised several complaints all to be told "reset the router" which I'm doing 3.5 times per day at it's best and 5/6 times per day at it's worst (this morning has been 3 times)

Think BB Graph 

jolly86_0-1678777739057.png

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000003.543QAM 25625
21950000003.542QAM 2568
32030000003.342QAM 2569
42110000003.642QAM 25610
52190000003.540QAM 25611
62270000003.340QAM 25612
72350000003.142QAM 25613
82430000002.842QAM 25614
92510000002.442QAM 25615
102590000002.542QAM 25616
112670000002.742QAM 25617
122750000002.742QAM 25618
132830000002.842QAM 25619
14291000000342QAM 25620
15299000000342QAM 25621
163070000003.242QAM 25622
173150000003.342QAM 25623
183230000003.542QAM 25624
193390000003.542QAM 25626
203470000003.342QAM 25627
213550000003.142QAM 25628
223630000003.242QAM 25629
233710000003.442QAM 25630
243790000003.542QAM 25631
253870000003.242QAM 25632
26395000000342QAM 25633
274030000002.742QAM 25634
284110000002.342QAM 25635
294190000002.142QAM 25636
305230000001.643QAM 25637
315310000001.643QAM 25638

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4300
2Locked4200
3Locked4200
4Locked4200
5Locked4000
6Locked4000
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4200
12Locked4200
13Locked4200
14Locked4200
15Locked4200
16Locked4200
17Locked4200
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4200
28Locked4200
29Locked4200
30Locked4300
31Locked4300

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000465120QAM 641
143100000465120QAM 642
236600000465120QAM 643
330100000465120QAM 644
423600000465120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz)331000000Locked
Ranged Upstream Channel(Hz)49600000Ranged
Provisioning StateOnlineOperational

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
3
Enabled
3.1
cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
35442
1230000450 bps
42600bytes
0 bps
35444
128000 bps
3044bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
35441
55000270 bps
42600bytes
0 bps
42600bytes
Best Effort
35443
128000 bps
3044bytes
0 bps
1522bytes
Best Effort

 

Does this look normal? If so I'm going to rethink VM as this is not viable for a service. I had a pod delivered which gives good coverage and speeds however, feels like it makes the service more unstable?

I purchased a wifi 6 router and used the Hub 5 in modem mode and it was dropouts almost every hour at one stage, reset the modem mode and it went back to somewhat "normal" - very odd behaviour.

Any help would be good as I am almost at a loss.

Thanks.

5 REPLIES 5

cauk
Tuning in

Your stats look similar to mine. I'm about to reboot for the second time today. My packet loss isn't as bad as yours today, but it has been for the last few weeks. Got better for a few days and is now worse again. Up until ~3 weeks ago the connection was rock solid, so no I don't think it's "normal" but the fix for it seems unclear.

It's gotten worse - no amount of rebooting or using the VM connect app matters when the fundamental issue isn't something I can control.

jolly86_0-1678805382529.png

Going to look at getting the contract cancelled at this point

jolly86_0-1678860616301.png

Shockingly bad, complaints aren't interested they keep telling me to ring support, yes I'd love to spend an hour on the phone everyday getting told to reboot my router and wait, for the issue to resurface within the hour. 

jolly86_0-1678964497730.png

 

Hi jolly86,

Thank you for your post. I'm very sorry to hear about the issue with your broadband service. 

I have taken a look on our side and from what I can see it looks as though you may need an engineer visit to make some adjustments to the hub. 

I will private message you confirm data protection and look into this further. 

^Martin