Intermittent Broadband - packet drops

[gbmurs]

Hi

I have my VirginMedia Hub3.0 running in modem mode and over the past 48 hours I've been experiencing intermittent broadband connectivity. I have a broadband monitor running between the internet and the hub and it definitely looks like the packet drops are on the internet facing side. Here's the broadband monitor and the stats from the hub. According to Virgin there are no local faults in my area that would be affecting the connectivity. Any suggestions welcome.

Thanks

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e34ce92f6a6df7933aa67fc38e9e8466f...

Downstream bonded channels

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

1	338750000	-0.9	40	256 qam	26
2	202750000	-2.2	40	256 qam	9
3	210750000	-2	40	256 qam	10
4	218750000	-1.9	38	256 qam	11
5	226750000	-2.7	38	256 qam	12
6	234750000	-2.2	40	256 qam	13
7	242750000	-2.7	38	256 qam	14
8	250750000	-2.2	38	256 qam	15
9	258750000	-2	40	256 qam	16
10	266750000	-2	40	256 qam	17
11	274750000	-2.2	40	256 qam	18
12	282750000	-1.2	40	256 qam	19
13	290750000	-1.4	40	256 qam	20
14	298750000	-1.4	40	256 qam	21
15	306750000	-1	40	256 qam	22
16	314750000	-1.2	38	256 qam	23
17	322750000	-1.9	40	256 qam	24
18	330750000	-1	40	256 qam	25
19	346750000	-1.4	40	256 qam	27
20	354750000	-1.2	40	256 qam	28
21	362750000	-1.2	40	256 qam	29
22	370750000	-2	40	256 qam	30
23	378750000	-1.5	40	256 qam	31
24	386750000	-1.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	0	0
2	Locked	40.3	17	0
3	Locked	40.3	44	0
4	Locked	38.6	36	0
5	Locked	38.9	35	0
6	Locked	40.9	18	0
7	Locked	38.9	14	0
8	Locked	40.3	8	0
9	Locked	40.3	13	0
10	Locked	40.3	7	0
11	Locked	40.3	3	0
12	Locked	40.9	8	0
13	Locked	40.3	5	0
14	Locked	40.3	8	0
15	Locked	40.3	5	0
16	Locked	38.9	8	0
17	Locked	40.3	1	0
18	Locked	40.9	8	0
19	Locked	40.3	6	0
20	Locked	40.3	8	0
21	Locked	40.9	6	0
22	Locked	40.3	4	0
23	Locked	40.9	8	0
24	Locked	40.3	11	0

Upstream bonded channels

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

1	46200000	46.5	5120	64 qam	3
2	32600000	46.8	5120	64 qam	5
3	39400000	47.3	5120	64 qam	4
4	53700000	47.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	47	0
2	ATDMA	0	0	11	0
3	ATDMA	0	0	10	0
4	ATDMA	0	0	6	0

[gbmurs]

And the log messages

Network Log

Time Priority Description

14/07/2021 10:44:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:38:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:38:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:37:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:37:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:37:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:37:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:36:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:36:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:35:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:35:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:30:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:30:49	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:30:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:30:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:24:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:24:30	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:24:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:24:10	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 10:23:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[lotharmat]

There are an awful lot of T3 timeouts - but they can be cumulative - when was the hub last rebooted?

Also - have you checked the freephone faults number?

0800 561 0061 - Much more up to date and granular!

[gbmurs]

Hi

Thanks for the reply. The hub was rebooted last night, uptime is about 16 hours. And according to the service status line there are no local faults in the area.

Thanks

[Tudor]

Looks to me like noise ingress on the upstream. Also the red at the top of the graph like that can be indicative of VM working on the network overnight. Call customer services and report the problem.

[gbmurs]

Hi

I'm still getting lots of packet loss. Could a VM staff member take a look please and let me know what needs to be done to resolve the issue?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e34ce92f6a6df7933aa67fc38e9e8466f...

Thanks

[Paulina_Z]

Hi @gbmurs,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're reporting ongoing intermittent connection issues!

I can understand that this can be very frustrating. 

I was able to locate your account through your Forum details, and I can see that there are some upstream power levels that are currently looking our of spec. 

In order to have this resolved, we will need to book in a technician appointment for you. I will need you to confirm a few details with me over Private Message in order to have the appointment booked in.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thanks! 🙂

[Paulina_Z]

Hi @gbmurs,

Thank you for confining your details with me over Private Message.

I was able to book in your appointment for the first available time slot and confirmed the time and date with you over PM.

You can manage your appointment via your online account if any changes need to be made.

Please keep us updated on how your appointment is going and let us know if you need any further help.

Thanks! 🙂

[gbmurs]

Hi

An engineer visited yesterday and made some changes at the junction box in the street. I'm still experiencing relatively frequent packet drops though.

Could a VM staff member take a look please and see what else can be done?

Here's the link to the Broadband Quality Monitor on my connection.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e34ce92f6a6df7933aa67fc38e9e8466f...

Thanks

[gbmurs]

Here are the hub connection stats. I have it running in modem mode.

Downstream bonded channels

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

1	186750000	-0.7	38	256 qam	7
2	138750000	-0.2	40	256 qam	1
3	146750000	-0.5	38	256 qam	2
4	154750000	-0.4	40	256 qam	3
5	162750000	-0.5	40	256 qam	4
6	170750000	-0.7	38	256 qam	5
7	178750000	-1	38	256 qam	6
8	194750000	-0.7	40	256 qam	8
9	202750000	-0.5	40	256 qam	9
10	210750000	-0.2	38	256 qam	10
11	218750000	-0.4	38	256 qam	11
12	226750000	-1.2	38	256 qam	12
13	234750000	-0.7	40	256 qam	13
14	242750000	-1.2	38	256 qam	14
15	250750000	-1	38	256 qam	15
16	258750000	-0.4	40	256 qam	16
17	266750000	-0.4	40	256 qam	17
18	274750000	-0.5	40	256 qam	18
19	282750000	0.4	40	256 qam	19
20	290750000	0.4	40	256 qam	20
21	298750000	0.4	40	256 qam	21
22	306750000	0.7	40	256 qam	22
23	314750000	0.5	40	256 qam	23
24	322750000	0	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	56	0
2	Locked	40.3	3128	37
3	Locked	38.9	3811	0
4	Locked	40.9	213	0
5	Locked	40.3	98	0
6	Locked	38.9	104	0
7	Locked	38.9	80	0
8	Locked	40.3	202	0
9	Locked	40.3	81	0
10	Locked	38.9	104	0
11	Locked	38.9	44	0
12	Locked	38.9	65	0
13	Locked	40.3	37	0
14	Locked	38.9	29	0
15	Locked	38.9	22	0
16	Locked	40.3	18	0
17	Locked	40.3	10	0
18	Locked	40.3	10	0
19	Locked	40.9	12	0
20	Locked	40.9	11	0
21	Locked	40.3	8	0
22	Locked	40.3	9	0
23	Locked	40.3	10	0
24	Locked	40.3	5	0