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Solarax
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Intermittent Issue - Extreme Packet Loss & Latency - London W13

Hello!

Over the last week I've been experiencing an intermittent issue with my usually reliable connection. It started last Thursday and is characterised by periods of extreme packet loss and increased latency. It tends to occur in periods anywhere between 20 minutes and 2 hours and it's interesting to note that the hub remains connected during these periods. The issues start suddenly and are resolved just as suddenly.

I run a BQM meter so I've captured these periods and they mostly look like the following graph. I live in a high-utilisation area in London, so the yellow spikes between these period of packet loss are normal.

To my eyes, these look like network issues, but there are no know outages according to the website or phone line. I have spoken to Virgin Customer Support twice and run through the usual steps and booked an engineer, but each time I then received a text message there was a known fault and the visit was placed on hold. I then received another text to say the issue was resolved (which it was for a couple of days) but clearly the problem has returned!

At this point, I'm not really sure what to do! I'm reasonably tech savvy and run through every test I can think of (including running the hub in both modem and router mode) but the problem persists.

Any help identifying the issue would be very helpful as the outage periods are really impacting my ability to work during lockdown!

Thanks!

Sam

BQM.png

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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Downstream bonded channels

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

14027500002.438256 qam30
22027500003.937256 qam9
32107500003.537256 qam10
42187500003.438256 qam11
5226750000337256 qam12
6234750000337256 qam13
72427500002.938256 qam14
8250750000338256 qam15
92587500003.237256 qam16
102667500003.437256 qam17
112747500003.437256 qam18
122827500003.538256 qam19
132907500003.737256 qam20
142987500003.937256 qam21
153067500003.737256 qam22
163147500003.537256 qam23
173227500003.537256 qam24
183307500003.538256 qam25
193707500002.938256 qam26
203787500002.738256 qam27
213867500002.538256 qam28
223947500002.538256 qam29
234107500002.537256 qam31
244187500002.938256 qam32

 

Downstream bonded channels

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

1Locked38.6202268140
2Locked37.6447995428
3Locked37.6435398158
4Locked38.64416104786
5Locked37.64452110314
6Locked37.64169111758
7Locked38.64107115403
8Locked38.64287121904
9Locked37.348075316634
10Locked37.67518632174746
11Locked37.6257398679
12Locked38.681890523
13Locked37.622593471
14Locked37.69493524
15Locked37.69191814
16Locked37.68298831
17Locked37.6145101945
18Locked38.98494933
19Locked38.665113564
20Locked38.6132132950
21Locked38.9185121260
22Locked38.6508308063
23Locked37.6204196562
24Locked38.9169128998

 

Upstream bonded channels

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

16030000039.5512064 qam1
23940000038512064 qam4
34620000039.5512064 qam3
45370000039.5512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0020
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Network Log

Time Priority Description

10/02/2021 19:22:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Downstream bonded channels

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

14027500001.537256 qam30
22027500003.237256 qam9
3210750000337256 qam10
42187500002.738256 qam11
52267500002.537256 qam12
62347500002.437256 qam13
72427500002.237256 qam14
82507500002.437256 qam15
92587500002.437256 qam16
102667500002.537256 qam17
112747500002.737256 qam18
122827500003.238256 qam19
132907500003.437256 qam20
142987500003.537256 qam21
153067500003.237256 qam22
16314750000337256 qam23
17322750000337256 qam24
18330750000338256 qam25
193707500002.537256 qam26
203787500002.437256 qam27
213867500002.238256 qam28
223947500001.937256 qam29
234107500001.737256 qam31
24418750000238256 qam32


Downstream bonded channels

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

1Locked37.6213268140
2Locked37.6448395428
3Locked37.3436798158
4Locked38.64419104786
5Locked37.64452110314
6Locked37.64181111758
7Locked37.64113115403
8Locked37.64294121904
9Locked37.648078316634
10Locked37.67518702174746
11Locked37.3257798679
12Locked38.682090523
13Locked37.623693471
14Locked37.610293524
15Locked37.69391814
16Locked37.68398831
17Locked37.6151101945
18Locked38.68794933
19Locked37.669113564
20Locked37.6138132950
21Locked38.6189121260
22Locked37.6517308063
23Locked37.6215196562
24Locked38.6176128998

 

Upstream bonded channels

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

16030000039.5512064 qam1
23940000038512064 qam4
34620000039.5512064 qam3
45370000039.5512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0020
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jbrennand
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Message 5 of 28
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

It looks like classic overutilisation - it may be temporary because of lockdown usage but may not.  I will ask VM to take a look and come back here to advise


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Solarax
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Thank you!

If it helps, here is the Network Log that displays some errors and warnings during the time of the issues.

Network Log

Time Priority Description

10/02/2021 19:22:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:39:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:38:34criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:37:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:36:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Solarax
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Also, here are the Downstream and Upstream logs.

Downstream bonded channels

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

14027500001.537256 qam30
22027500003.237256 qam9
3210750000337256 qam10
42187500002.738256 qam11
52267500002.537256 qam12
62347500002.437256 qam13
72427500002.237256 qam14
82507500002.437256 qam15
92587500002.437256 qam16
102667500002.537256 qam17
112747500002.737256 qam18
122827500003.238256 qam19
132907500003.437256 qam20
142987500003.537256 qam21
153067500003.237256 qam22
16314750000337256 qam23
17322750000337256 qam24
18330750000338256 qam25
193707500002.537256 qam26
203787500002.437256 qam27
213867500002.238256 qam28
223947500001.937256 qam29
234107500001.737256 qam31
24418750000238256 qam32



Downstream bonded channels

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

1Locked37.6213268140
2Locked37.6448395428
3Locked37.3436798158
4Locked38.64419104786
5Locked37.64452110314
6Locked37.64181111758
7Locked37.64113115403
8Locked37.64294121904
9Locked37.648078316634
10Locked37.67518702174746
11Locked37.3257798679
12Locked38.682090523
13Locked37.623693471
14Locked37.610293524
15Locked37.69391814
16Locked37.68398831
17Locked37.6151101945
18Locked38.68794933
19Locked37.669113564
20Locked37.6138132950
21Locked38.6189121260
22Locked37.6517308063
23Locked37.6215196562
24Locked38.6176128998

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000039.5512064 qam1
23940000038512064 qam4
34620000039.5512064 qam3
45370000039.5512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA0020
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jbrennand
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Message 8 of 28
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

RS errors are a concern - it may be a SNR issue. Just to check can you do this.

Switch the Hub off and unplug it from the mains for five minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Solarax
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Message 9 of 28
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Thanks for the advice!

I've reset the modem as guided and am now showing 0s in these fields. I'll keep an eye on them and post again tomorrow with the new numbers after 24 hours.

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Message 10 of 28
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Re: Intermittent Issue - Extreme Packet Loss & Latency - London W13

Hi there @Solarax

 

Welcome back to our Community - so sorry that you've had some issues with your broadband recently and that your technician visit was cancelled due to a known area issue. I have located your account from your forum information and I can advise that our VIP @jbrennand was indeed correct - you are impacted by a known SNR issue (Signal to Noise Ratio)

 

The issue has been logged under reference number F008791892 and the estimated fix date at the time of writing is this evening. I have also made sure that this has been logged onto your account for you. 

 

Once the area issue has cleared, we'll be able to take a closer look to see if you are still having these issues and we can go from there. 

 

Please do pop back later and we'll be happy to check for updates for you. 

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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