Inconsistent service, delayed/late packets or packet loss (BQM, Waveform, Router Logs provided)

[dominik99]

Hi.

I have been struggling with an issue for months now, and it progressively keeps getting worse. Broadband speeds are fine, I have the 500m package. I do get consistent 500/50mpbs, however playing online games is unbearable, constant rubber-banding and network inaccuracies, constant ping spikes and packet loss to the servers in and outside of the UK, but of course it gets worse outside of the UK. 

My current setup consists of this:

• VM Hub3 in modem mode (almost an 8 year old router)
• TP-Link Archer C80
• Cat 6a ethernet wiring (I do not use WiFi for my PC)

Things I have tried already with no fix in sight:

• Restarting and factory resetting VM Hub3
• Restarting and factory resetting Archer C80
• Testing over WiFi
• Isolating connection to my PC only and testing
• Different ethernet cabling

My BQM and Waveform Bufferbloat Test:

BQM
Waveform Bufferbloat

Status

Item Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	36599971	Locked
Provisioning State	Online

 

Downstream bonded channels

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

1	330750000	12.8	40	256 qam	25
2	138750000	11	40	256 qam	1
3	202750000	10.8	40	256 qam	9
4	226750000	11.3	40	256 qam	12
5	234750000	11.1	40	256 qam	13
6	258750000	11.8	40	256 qam	16
7	266750000	11.9	40	256 qam	17
8	290750000	12	40	256 qam	20
9	298750000	12.5	40	256 qam	21
10	322750000	12.5	40	256 qam	24
11	338750000	12.8	40	256 qam	26
12	346750000	12.8	40	256 qam	27
13	354750000	13	40	256 qam	28
14	362750000	12.8	40	256 qam	29
15	370750000	13	40	256 qam	30
16	378750000	12.4	40	256 qam	31
17	386750000	12.6	40	256 qam	32
18	394750000	12.6	40	256 qam	33
19	402750000	12.9	40	256 qam	34
20	410750000	13	40	256 qam	35
21	514750000	13	40	256 qam	36
22	522750000	13.5	40	256 qam	37
23	530750000	13	40	256 qam	38
24	538750000	13.4	40	256 qam	39

Downstream bonded channels

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

1	Locked	40.3	9	0
2	Locked	40.3	18	0
3	Locked	40.3	8	0
4	Locked	40.9	9	0
5	Locked	40.3	8	0
6	Locked	40.3	7	0
7	Locked	40.3	13	0
8	Locked	40.3	7	0
9	Locked	40.3	0	0
10	Locked	40.9	10	0
11	Locked	40.3	10	0
12	Locked	40.3	6	0
13	Locked	40.9	3	0
14	Locked	40.9	7	0
15	Locked	40.9	6	0
16	Locked	40.3	14	0
17	Locked	40.9	6	0
18	Locked	40.9	7	0
19	Locked	40.3	12	0
20	Locked	40.3	7	0
21	Locked	40.3	13	0
22	Locked	40.9	20	0
23	Locked	40.9	36	0
24	Locked	40.9	47	0

[dominik99]

Upstream bonded channels

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

1	36599971	38.8	5120	64 qam	3
2	23600000	37.3	5120	64 qam	5
3	30100000	38.8	5120	64 qam	4
4	43099961	38.8	5120	64 qam	2
5	49600046	38.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Network Log

Time Priority Description

03/11/2024 20:34:25	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 21:27:47	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:39:48	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:24:33	critical	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:59	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:42	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:36	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:23:33	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 20:16:13	notice	LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:49:49	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:49:49	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:49:46	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:49:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:49:46	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:48:56	Warning!	Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:48:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
02/11/2024 19:48:50	Warning!	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

[Tudor]

All downstream power level are too high and out of spec. You probably need a forward path attenuator or moved to a different tap on the street cabinet. You need a technician’s visit.

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

[Akua_A]

Hi @dominik99 

Welcome to our community forums and thank you for your first post. Sorry to hear you have been having an ongoing issue with your service. We can understand the frustration caused by this. We can however see that you recently contacted our team who have offered a resolution. Do you need any further help regarding this?

Thanks,

[legacy1]

Bufferbloat is when you hit your package upto rate limit which VM don't BWM/QoS you can use your router to limit 490Mb down and 49Mb up for better Bufferbloat if bandwidth is available also VM upstream in the area might also cause problems for a stable ping  

[dominik99]

Thanks for your reply, I have already contacted VM through complaints, they will be sending out a new router on Friday, and an engineer visit on Saturday.

Will update how it goes afterwards

[Tudor]

A new Hub is very unlikely to cure those high power levels. They are levels sent down the line from the CMTS and received by the Hub, whatever Hub you have. Are you very near the street cabinet? Seeing the upstream levels will certainly help with the resolution, they are just as important as the downstream ones.

[dominik99]

You could be very well correct, however I think it is a combination of both. My current router is 8 years old (Hub 3), and yes, I am pretty close to the street cabinet. I have an engineer coming out this Saturday so I should hope he can have a look at the power levels and diagnose the issue properly.

[Alex_RM]

Hi dominik99,

Glad to hear we've got an engineer visit arranged, please let us know how things are after we've been.

Alex_Rm

[dominik99]

Update - received a brand new router (hub5) from VM, and that alone seems to have fixed the issue.
Had an engineer visit anyway and they've installed a 6db attenuator on the cable to correct power levels.
All seems fine as of now.