Hub 5 Packet loss and latency

[Jonnyboybick]

Hi there,

I used to have a hub 3 that would regularly disconnect and was impressed that for the first week my new hub 5 would be online 24/7. It was a miracle.

Now about 2 weeks later I am plagued with packet loss and random high latency every few seconds, see image attached.

I had a technician come round who had no idea how to test my internet other than speedtest on his phone. It was honestly embarassing, he didn't know what BQM was or even what I was doing when pinging google.

Please help.

Thanks,

Jon

[Jonnyboybick]

Yes I am an FTTP customer

[Gareth_L]

Hi Jonnyboybick

Thank you for all those stats. I can also see from here the levels are a bit out 

I would need to pass security with you to arrange a service technician to attend 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

[Jonnyboybick]

Engineer booked for thursday. Lookat my bqm in my signature. Absolute joke.

[Jonnyboybick]

Engineer came round today. He was a bit more knowledgeable although still didn't know what a BQM was, which I find bizarre as it's usually the first thing people setup when they have internet issues.

He replaced the hub 5 and says power levels were fine. I am still experiencing the issue though, will give it 24 hours to settle before judging.

[Jonnyboybick]

Issue not fixed, here are the new logs:

Downstream bonded channels

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

1	491000000	2.3	40	QAM 256	11
2	411000000	2.2	40	QAM 256	1
3	419000000	2.4	40	QAM 256	2
4	427000000	2.3	40	QAM 256	3
5	435000000	2.4	40	QAM 256	4
6	443000000	2.4	40	QAM 256	5
7	451000000	2.3	40	QAM 256	6
8	459000000	2.5	40	QAM 256	7
9	467000000	2.5	40	QAM 256	8
10	475000000	2.4	41	QAM 256	9
11	483000000	2.4	41	QAM 256	10
12	499000000	2.1	40	QAM 256	12
13	507000000	2.1	41	QAM 256	13
14	515000000	2	41	QAM 256	14
15	523000000	2	41	QAM 256	15
16	531000000	2.1	41	QAM 256	16
17	539000000	2	41	QAM 256	17
18	547000000	2.1	41	QAM 256	18
19	555000000	2.1	41	QAM 256	19
20	563000000	2.1	41	QAM 256	20
21	571000000	2.2	41	QAM 256	21
22	579000000	2	41	QAM 256	22
23	587000000	1.9	41	QAM 256	23
24	595000000	1.9	41	QAM 256	24
25	603000000	1.7	40	QAM 256	25
26	611000000	1.8	41	QAM 256	26
27	619000000	1.9	40	QAM 256	27
28	627000000	1.9	40	QAM 256	28
29	635000000	2.1	40	QAM 256	29
30	643000000	2.1	40	QAM 256	30
31	651000000	2.2	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	40	0	0
13	Locked	41	0	1
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	1
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	1
25	Locked	40	0	0
26	Locked	41	0	0
27	Locked	40	0	1
28	Locked	40	0	1
29	Locked	40	0	0
30	Locked	40	0	1
31	Locked	40	0	1

Upstream bonded channels

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

1	60300000	31.8	5120	QAM 64	1
2	53700000	31.8	5120	QAM 64	2
3	46200000	31.3	5120	QAM 64	3
4	39400000	30.8	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

26-12-2021 03:07:46	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:07:14	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:07:13	notice	REGISTRATION COMPLETE - Waiting for Operational status
26-12-2021 03:07:07	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:07:01	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:59	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:58	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:58	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:56	notice	Honoring MDD; IP provisioning mode = IPv4
26-12-2021 03:06:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:51	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:50	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:47	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:41	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-12-2021 03:06:36	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-12-2021 18:27:34	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-12-2021 18:27:30	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-12-2021 18:25:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-12-2021 13:34:11	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 17:02:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 16:46:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 14:46:58	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 14:46:30	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 14:42:31	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-12-2021 14:39:47	critical	Resetting the cable modem due to docsDevResetNow

[Adduxi]

Your BQM is shocking, looks like noise somewhere on the line. 

[Jonnyboybick]

Thanks for acknowledging, I feel like I'm going insane!

[Jonnyboybick]

Hi again,

Engineer out today, same guy as the first one. I wasn't very optimistic but I made him a coffee and he spent a couple of hours here trying to the sort the issue out.

What he did:

Removed the splitter to the TV as we don't use that anymore.

Replaced the coaxial from the wall to the hub.

Replaced the hub 5 with a hub 4.

After replacing the coaxial it was working quite well for about 10 minutes so he removed the old coaxial from the wall and clipped in the new one. Then he cut the cable shorter and since then the issue seems to have returned (I could also have just been really lucky for those 10 minutes).

See images:

[Jonnyboybick]

The following days after the engineer visit.

[risc19]

Wow, thats a horrendous BQM, it's got to be a network fault.

Some sort of noise ingress perhaps, you're not going mad and no it's not you at fault this is up to virgin to fix.