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Intermittent packet loss

Jackg94
On our wavelength

Hi, I've been getting random packet loss again, recently a few weeks ago a engineer came and couldn't see any issues apart from tightening some loose cables outside, it was fine for a little while and now it's been playing up again the past few days.

Link to BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/781cc781724dad553d58c430cf528bd3d0...

 

Will post up/downstreams below

 

EDIT: Forgot to note I am on Gig1 package with the Hub 5

27 REPLIES 27

Jackg94
On our wavelength
 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330000000742QAM 25625
21780000008.342QAM 2566
31860000008.342QAM 2567
41940000008.142QAM 2568
52020000007.942QAM 2569
62100000007.842QAM 25610
72180000007.542QAM 25611
82260000007.142QAM 25612
92340000006.542QAM 25613
102420000006.242QAM 25614
112500000006.142QAM 25615
122580000006.242QAM 25616
13266000000742QAM 25617
142740000007.342QAM 25618
152820000007.342QAM 25619
162900000007.442QAM 25620
172980000007.342QAM 25621
183060000007.234QAM 25622
193140000007.142QAM 25623
203220000007.142QAM 25624
213380000007.342QAM 25626
223460000007.342QAM 25627
233540000006.942QAM 25628
243620000006.442QAM 25629
25370000000642QAM 25630
263780000005.642QAM 25631
273860000005.241QAM 25632
28394000000542QAM 25633
29402000000542QAM 25634
30410000000542QAM 25635
314180000004.942QAM 25636
 

Jackg94
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330000000742QAM 25625
21780000008.342QAM 2566
31860000008.342QAM 2567
41940000008.142QAM 2568
52020000007.942QAM 2569
62100000007.842QAM 25610
72180000007.542QAM 25611
82260000007.142QAM 25612
92340000006.542QAM 25613
102420000006.242QAM 25614
112500000006.142QAM 25615
122580000006.242QAM 25616
13266000000742QAM 25617
142740000007.342QAM 25618
152820000007.342QAM 25619
162900000007.442QAM 25620
172980000007.342QAM 25621
183060000007.234QAM 25622
193140000007.142QAM 25623
203220000007.142QAM 25624
213380000007.342QAM 25626
223460000007.342QAM 25627
233540000006.942QAM 25628
243620000006.442QAM 25629
25370000000642QAM 25630
263780000005.642QAM 25631
273860000005.241QAM 25632
28394000000542QAM 25633
29402000000542QAM 25634
30410000000542QAM 25635
314180000004.942QAM 25636

Jackg94
On our wavelength

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000042.55120QAM 641
14310000042.35120QAM 642
236600000425120QAM 643
33010000041.85120QAM 644
42360000041.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 

Jackg94
On our wavelength

Network Log

Time Priority Description
03-03-2023 21:58:56noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 19:24:29noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 19:19:26noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 17:05:14noticeREGISTRATION COMPLETE - Waiting for Operational status
03-03-2023 17:05:10noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 17:05:04noticeDS 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;
03-03-2023 17:04:52warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 17:04:50noticeHonoring MDD; IP provisioning mode = IPv4
03-03-2023 17:04:43criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 17:04:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-03-2023 17:04:23criticalCable Modem Reboot due to power button reset
02-03-2023 01:40:21criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 01:40:09criticalCable Modem reboot from UI
02-03-2023 01:30:33critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 01:30:33criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-03-2023 01:29:26criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 12:13:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 12:13:17criticalCable Modem tr069-reboot
12-02-2023 12:05:21criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12-02-2023 12:05:09criticalCable Modem tr069-reboot
11-02-2023 16:30:01criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:28:00criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:27:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:27:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:27:18criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:27:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:26:03criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:25:35criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:25:31criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:25:07criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:24:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2023 16:24:42criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Jackg94
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000007.142QAM 25625
21780000008.342QAM 2566
31860000008.342QAM 2567
41940000008.242QAM 2568
5202000000842QAM 2569
62100000007.842QAM 25610
72180000007.642QAM 25611
82260000007.242QAM 25612
92340000006.642QAM 25613
102420000006.342QAM 25614
112500000006.241QAM 25615
122580000006.242QAM 25616
132660000007.142QAM 25617
142740000007.436QAM 25618
152820000007.442QAM 25619
162900000007.542QAM 25620
172980000007.342QAM 25621
183060000007.342QAM 25622
193140000007.242QAM 25623
203220000007.242QAM 25624
213380000007.442QAM 25626
223460000007.442QAM 25627
23354000000742QAM 25628
243620000006.542QAM 25629
253700000006.142QAM 25630
263780000005.742QAM 25631
273860000005.342QAM 25632
283940000005.142QAM 25633
294020000005.141QAM 25634
304100000005.142QAM 25635
31418000000541QAM 25636

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4210
2Locked4200
3Locked4200
4Locked4200
5Locked4200
6Locked4200
7Locked4200
8Locked4200
9Locked4200
10Locked4200
11Locked4100
12Locked4200
13Locked4200
14Locked3600
15Locked4200
16Locked4200
17Locked4200
18Locked4200
19Locked4200
20Locked4200
21Locked4200
22Locked4200
23Locked4200
24Locked4200
25Locked4200
26Locked4200
27Locked4200
28Locked4200
29Locked4100
30Locked4200
31Locked4100

Hi @Jackg94 

Thanks for posting and welcome back to the community. Sorry to hear of the service issues. Upon doing a system check, we've sent a tech to the property since posting. Has this solved everything? Let us know if you need further assistance.

Best wishes.

John_GS
Forum Team


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Jackg94
On our wavelength

Hi,

So far so good the engineer redone the wire into the house and all seems okay at the moment, though one question with the SNR is it a big issue if the numbers fluctuate from 42 done to 31 randomly that's the only other thing. I noticed it will usually go back up to 42 I can refresh the router page and it will be different all the time never always the same, for example it might drop to 41 on some channels and one may drop to 31 or 34 but goes back to normal.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Jackg94,

Thanks for coming back to us. I've taken a look at your power levels and there are some issues showing at the moment. How is your connection right now?

The SNR (Signal to Noise Ratio) issues can impact your connectivity. I have taken a look at our systems and there are no listed local issues impacting your services at the moment.

Please let us know how you're getting on and we'll be able to help further if needed.

Thanks! 🙂

Paulina_Z
Forum Team

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Jackg94
On our wavelength

781cc781724dad553d58c430cf528bd3d026abea.png

Still random packet loss spikes not as often but it's getting to a point where I doubt this is gonna be fixed, the engineer changed everything and redone the wire. Next step would be for me to buy a 3rd party router hoping that will fix it . I hear a lot of people have issues with the supplied routers. The engineer said the power levels were fine so not sure what to go by anymore. As you can see in the graph still some packet loss at random and latency spikes.