High packet loss, average ping and ping spikes

[JBates]

Hi, I have been directed to these forums by the VirginMedia Twitter handle to report my poor Internet connection. I had a period of 4.5 hours outage early hours of the morning the other day in which a reboot and factory reset of the router failed to resolve. The service status checker on the VM website failed to detect any issues in my area. I noticed on the router webpage that I was getting either "Access Denied" or "No RF Signal Detected". I am also getting high amounts of packet loss, ping spikes and high average pings due to the two other problems. I have been running the BQM tool on ThinkBroadband for about 2 weeks now and more often than not, the graphs are showing issues with my connection.

I've attached two images to support the issues I am facing on a regular basis.Blue circle highlighting total Internet outage, disregard the crossed black section as I was downloading a gameA typical day

[jbrennand]

A few things.

As well as trying the “check service,”Area status webpage", also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Can you post the BQM link to "share live graph" - so we can see it in real time.

Finally, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts


Anything reported on there?

[JBates]

Hello,

Here is the live graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3bd1a830cc7c7fa5d4737b0f7f948f839e6a53b5

 Router status:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
426750000

Locked
Ranged Upstream Channel (Hz)
46199976

Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 426750000 5.9 40 256 qam 37
2 258750000 6.8 40 256 qam 16
3 266750000 6.8 40 256 qam 17
4 274750000 6.6 40 256 qam 18
5 282750000 6.9 40 256 qam 19
6 290750000 6.8 40 256 qam 20
7 298750000 6.8 40 256 qam 21
8 306750000 6.4 40 256 qam 22
9 314750000 6.3 40 256 qam 23
10 322750000 6.5 40 256 qam 24
11 330750000 6.5 40 256 qam 25
12 338750000 6.3 40 256 qam 26
13 346750000 6.3 40 256 qam 27
14 354750000 6.3 40 256 qam 28
15 362750000 6.4 40 256 qam 29
16 370750000 6 40 256 qam 30
17 378750000 5.9 40 256 qam 31
18 386750000 5.6 40 256 qam 32
19 394750000 5.6 40 256 qam 33
20 402750000 5.6 40 256 qam 34
21 410750000 5.9 40 256 qam 35
22 418750000 6 40 256 qam 36
23 434750000 5.8 40 256 qam 38
24 442750000 5.3 40 256 qam 39

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 11 0
2 Locked 40.9 15 0
3 Locked 40.9 6 0
4 Locked 40.3 11 0
5 Locked 40.9 9 0
6 Locked 40.9 7 0
7 Locked 40.9 3 0
8 Locked 40.9 12 0
9 Locked 40.9 6 0
10 Locked 40.9 8 0
11 Locked 40.9 7 0
12 Locked 40.3 9 0
13 Locked 40.3 11 0
14 Locked 40.9 7 0
15 Locked 40.9 6 0
16 Locked 40.9 7 0
17 Locked 40.9 12 0
18 Locked 40.3 8 0
19 Locked 40.9 10 0
20 Locked 40.3 6 0
21 Locked 40.9 5 0
22 Locked 40.9 6 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199976 40.5 5120 64 qam 3
2 39400009 40.5 5120 64 qam 4
3 53700000 40.5 5120 64 qam 2
4 60300000 40.5 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
;fg87dsfd;kfoA,.iyewrkldJ

Primary Downstream Service Flow
SFID 1326
Max Traffic Rate 117000047
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 1325
Max Traffic Rate 10500047
Max Traffic Burst 16320
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
24/05/2022 15:27:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2022 10:28:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:28:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:25:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:24:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:24:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:24:32 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:23:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:23:2 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:45 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:42 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2022 19:22:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:44:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:44:41 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:44:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:44:1 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 05:43:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Well those stats are all spot on - but logs and BQM are poor. Someone more familiar with logs needs to comment (but see the link below).

Are you in modem or normal router mode? What devices have you got connected directly to the Hub on ethernet cables?

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/td-p/4...

[JBates]

Router is in normal mode. I have an array of connected devices; mobile phones, laptops, smart devices, PC. Only my PC is connected to the Hub via Ethernet.

[jbrennand]

Bit of a long shot but.... there have been a few threads recently where Hub stats were all good but BQM's dreadful that turned out to be due to a fault on an ethernet cable connected device. Worth spending a couple of quid to get a new Cat6a cable and see if that helps. Cat6a has better shielding from cross-talk and interference.

[JBates]

The BQM is checking the external side of my router though is it not? I've not told the ThinkBroadband application to NAT through my router and it is solely checking on the external IP address I have provided.

[legacy1]

If in router mode new ethernet cables will not help BQM

[Anankha]

If you’re experiencing 100% packet loss then go into the router’s settings & turn off the firewall.

[JBates]

I've disabled the firewall and monitor. It shouldn't be that I need to disable the firewall on the router though to maintain a decent connection, surely?