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Intermittent packet loss & connectivity issues

Hi,

I'm currently on the M500 package using a SuperHub 3. Today I've been having packet loss & connection drops roughly every 10-15 minutes. Things are only dropping out for 15-30 seconds at a time, but still long enough to be disruptive. To confirm, I am using a cable directly from the router (not in modem mode) to my PC. As far as I can tell, the coax connections are all sound.

Based on replies to previous posters with this issue, I've gathered the following:

BQM Link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/62b300960832e88e98b66428e922156fa5...

 I've also attempted a ping to 8.8.8.8 from the router with the following result:

PING 8.8.8.8 (8.8.8.8): 64 data bytes
72 bytes from 8.8.8.8: seq=0 ttl=118 time=20.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=118 time=10.000 ms
72 bytes from 8.8.8.8: seq=2 ttl=118 time=4040.000 ms
72 bytes from 8.8.8.8: seq=3 ttl=118 time=5190.000 ms
72 bytes from 8.8.8.8: seq=5 ttl=118 time=5900.000 ms
72 bytes from 8.8.8.8: seq=6 ttl=118 time=6330.000 ms
72 bytes from 8.8.8.8: seq=7 ttl=118 time=6190.000 ms
72 bytes from 8.8.8.8: seq=9 ttl=118 time=5950.000 ms
72 bytes from 8.8.8.8: seq=13 ttl=118 time=11180.000 ms
72 bytes from 8.8.8.8: seq=14 ttl=118 time=13250.000 ms
72 bytes from 8.8.8.8: seq=15 ttl=118 time=14690.000 ms
72 bytes from 8.8.8.8: seq=16 ttl=118 time=14350.000 ms
72 bytes from 8.8.8.8: seq=17 ttl=118 time=15360.000 ms
--- 8.8.8.8 ping statistics ---
24 packets transmitted, 18 packets received, 25% packet loss
round-trip min/avg/max = 10.000/7823.888/15360.000 ms

I'll be putting the router status information in another post.

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Re: Intermittent packet loss & connectivity issues

Router Status -

Downstream:

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

1202750000-2.938256 qam9
2138750000-1.437256 qam1
3146750000-1.538256 qam2
4154750000-1.538256 qam3
5162750000-1.538256 qam4
6170750000-1.538256 qam5
7178750000-238256 qam6
8186750000-2.438256 qam7
9194750000-3.538256 qam8
10210750000-2.538256 qam10
11218750000-2.538256 qam11
12226750000-2.538256 qam12
13234750000-2.738256 qam13
14242750000-338256 qam14
15250750000-3.238256 qam15
16258750000-3.238256 qam16
17266750000-3.438256 qam17
18274750000-3.438256 qam18
19282750000-3.238256 qam19
20290750000-3.238256 qam20
21298750000-3.238256 qam21
22306750000-3.438256 qam22
23314750000-3.538256 qam23
24322750000-3.538256 qam24



Downstream bonded channels

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

1Locked38.960
2Locked37.663220020
3Locked38.650
4Locked38.970
5Locked38.950
6Locked38.950
7Locked38.950
8Locked38.650
9Locked38.920
10Locked38.940
11Locked38.660
12Locked38.650
13Locked38.950
14Locked38.660
15Locked38.900
16Locked38.960
17Locked38.660
18Locked38.940
19Locked38.940
20Locked38.960
21Locked38.660
22Locked38.650
23Locked38.970
24Locked38.9120




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Re: Intermittent packet loss & connectivity issues

Upstream:

Upstream bonded channels

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

1462000005.1512064 qam2
2537000005.1512064 qam1
3326000005.1512064 qam4
4394000005.1512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Configuration:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID229392
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID229391
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling Type

BestEffort

 

Network Log:

Network Log

Time Priority Description

03/11/2020 16:50:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 16:13:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 19:04:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 04:13:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 02:19:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 16:13:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 04:40:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/10/2020 04:13:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 03:25:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 16:13:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 14:21:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 08:02:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 18:54:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 22:03:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 16:18:36noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 02:51:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 00:31:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 02:23:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 12:31:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 01:15:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Re: Intermittent packet loss & connectivity issues

Your Upstream Power Levels are maxed out.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent packet loss & connectivity issues

Hi Seaneh,

 

Thanks for posting on the Community Forums, many apologies for our delayed response.

 

I'm sorry to hear you've been experiencing some broadband issues. I've been able to locate your account and I'm pleased to see you were able to arrange an engineer visit. I do hope the issues have now been resolved.

 

If you need anything further from us, don't hesitate to get back in touch 🙂

 

All the best,

 

Beth

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