03-03-2023 22:09 - edited 03-03-2023 22:18
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
Will post up/downstreams below
EDIT: Forgot to note I am on Gig1 package with the Hub 5
03-03-2023 22:10 - edited 03-03-2023 22:12
Downstream bonded channels
1 | 330000000 | 7 | 42 | QAM 256 | 25 |
2 | 178000000 | 8.3 | 42 | QAM 256 | 6 |
3 | 186000000 | 8.3 | 42 | QAM 256 | 7 |
4 | 194000000 | 8.1 | 42 | QAM 256 | 8 |
5 | 202000000 | 7.9 | 42 | QAM 256 | 9 |
6 | 210000000 | 7.8 | 42 | QAM 256 | 10 |
7 | 218000000 | 7.5 | 42 | QAM 256 | 11 |
8 | 226000000 | 7.1 | 42 | QAM 256 | 12 |
9 | 234000000 | 6.5 | 42 | QAM 256 | 13 |
10 | 242000000 | 6.2 | 42 | QAM 256 | 14 |
11 | 250000000 | 6.1 | 42 | QAM 256 | 15 |
12 | 258000000 | 6.2 | 42 | QAM 256 | 16 |
13 | 266000000 | 7 | 42 | QAM 256 | 17 |
14 | 274000000 | 7.3 | 42 | QAM 256 | 18 |
15 | 282000000 | 7.3 | 42 | QAM 256 | 19 |
16 | 290000000 | 7.4 | 42 | QAM 256 | 20 |
17 | 298000000 | 7.3 | 42 | QAM 256 | 21 |
18 | 306000000 | 7.2 | 34 | QAM 256 | 22 |
19 | 314000000 | 7.1 | 42 | QAM 256 | 23 |
20 | 322000000 | 7.1 | 42 | QAM 256 | 24 |
21 | 338000000 | 7.3 | 42 | QAM 256 | 26 |
22 | 346000000 | 7.3 | 42 | QAM 256 | 27 |
23 | 354000000 | 6.9 | 42 | QAM 256 | 28 |
24 | 362000000 | 6.4 | 42 | QAM 256 | 29 |
25 | 370000000 | 6 | 42 | QAM 256 | 30 |
26 | 378000000 | 5.6 | 42 | QAM 256 | 31 |
27 | 386000000 | 5.2 | 41 | QAM 256 | 32 |
28 | 394000000 | 5 | 42 | QAM 256 | 33 |
29 | 402000000 | 5 | 42 | QAM 256 | 34 |
30 | 410000000 | 5 | 42 | QAM 256 | 35 |
31 | 418000000 | 4.9 | 42 | QAM 256 | 36 |
03-03-2023 22:12 - edited 03-03-2023 22:13
Downstream bonded channels
1 | 330000000 | 7 | 42 | QAM 256 | 25 |
2 | 178000000 | 8.3 | 42 | QAM 256 | 6 |
3 | 186000000 | 8.3 | 42 | QAM 256 | 7 |
4 | 194000000 | 8.1 | 42 | QAM 256 | 8 |
5 | 202000000 | 7.9 | 42 | QAM 256 | 9 |
6 | 210000000 | 7.8 | 42 | QAM 256 | 10 |
7 | 218000000 | 7.5 | 42 | QAM 256 | 11 |
8 | 226000000 | 7.1 | 42 | QAM 256 | 12 |
9 | 234000000 | 6.5 | 42 | QAM 256 | 13 |
10 | 242000000 | 6.2 | 42 | QAM 256 | 14 |
11 | 250000000 | 6.1 | 42 | QAM 256 | 15 |
12 | 258000000 | 6.2 | 42 | QAM 256 | 16 |
13 | 266000000 | 7 | 42 | QAM 256 | 17 |
14 | 274000000 | 7.3 | 42 | QAM 256 | 18 |
15 | 282000000 | 7.3 | 42 | QAM 256 | 19 |
16 | 290000000 | 7.4 | 42 | QAM 256 | 20 |
17 | 298000000 | 7.3 | 42 | QAM 256 | 21 |
18 | 306000000 | 7.2 | 34 | QAM 256 | 22 |
19 | 314000000 | 7.1 | 42 | QAM 256 | 23 |
20 | 322000000 | 7.1 | 42 | QAM 256 | 24 |
21 | 338000000 | 7.3 | 42 | QAM 256 | 26 |
22 | 346000000 | 7.3 | 42 | QAM 256 | 27 |
23 | 354000000 | 6.9 | 42 | QAM 256 | 28 |
24 | 362000000 | 6.4 | 42 | QAM 256 | 29 |
25 | 370000000 | 6 | 42 | QAM 256 | 30 |
26 | 378000000 | 5.6 | 42 | QAM 256 | 31 |
27 | 386000000 | 5.2 | 41 | QAM 256 | 32 |
28 | 394000000 | 5 | 42 | QAM 256 | 33 |
29 | 402000000 | 5 | 42 | QAM 256 | 34 |
30 | 410000000 | 5 | 42 | QAM 256 | 35 |
31 | 418000000 | 4.9 | 42 | QAM 256 | 36 |
on 03-03-2023 22:14
Upstream bonded channels
0 | 49600000 | 42.5 | 5120 | QAM 64 | 1 |
1 | 43100000 | 42.3 | 5120 | QAM 64 | 2 |
2 | 36600000 | 42 | 5120 | QAM 64 | 3 |
3 | 30100000 | 41.8 | 5120 | QAM 64 | 4 |
4 | 23600000 | 41.8 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 03-03-2023 22:15
Network Log
03-03-2023 21:58:56 | notice | US 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 19:24:29 | notice | US 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 19:19:26 | notice | US 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 17:05:14 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
03-03-2023 17:05:10 | notice | US 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 17:05:04 | notice | DS 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 17:04:52 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-03-2023 17:04:50 | notice | Honoring MDD; IP provisioning mode = IPv4 |
03-03-2023 17:04:43 | critical | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
03-03-2023 17:04:35 | critical | SYNC 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 17:04:23 | critical | Cable Modem Reboot due to power button reset |
02-03-2023 01:40:21 | critical | SYNC 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 01:40:09 | critical | Cable Modem reboot from UI |
02-03-2023 01:30:33 | critical | 16 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 01:30:33 | critical | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
02-03-2023 01:29:26 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
12-02-2023 12:13:29 | critical | SYNC 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 12:13:17 | critical | Cable Modem tr069-reboot |
12-02-2023 12:05:21 | critical | SYNC 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 12:05:09 | critical | Cable Modem tr069-reboot |
11-02-2023 16:30:01 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
11-02-2023 16:28:00 | critical | SYNC 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 16:27:54 | critical | SYNC 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 16:27:53 | critical | SYNC 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 16:27:18 | critical | SYNC 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 16:27:15 | critical | SYNC 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 16:26:03 | critical | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
11-02-2023 16:25:35 | critical | SYNC 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 16:25:31 | critical | SYNC 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 16:25:07 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
11-02-2023 16:24:46 | critical | SYNC 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 16:24:42 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 04-03-2023 00:05
Downstream bonded channels
1 | 330000000 | 7.1 | 42 | QAM 256 | 25 |
2 | 178000000 | 8.3 | 42 | QAM 256 | 6 |
3 | 186000000 | 8.3 | 42 | QAM 256 | 7 |
4 | 194000000 | 8.2 | 42 | QAM 256 | 8 |
5 | 202000000 | 8 | 42 | QAM 256 | 9 |
6 | 210000000 | 7.8 | 42 | QAM 256 | 10 |
7 | 218000000 | 7.6 | 42 | QAM 256 | 11 |
8 | 226000000 | 7.2 | 42 | QAM 256 | 12 |
9 | 234000000 | 6.6 | 42 | QAM 256 | 13 |
10 | 242000000 | 6.3 | 42 | QAM 256 | 14 |
11 | 250000000 | 6.2 | 41 | QAM 256 | 15 |
12 | 258000000 | 6.2 | 42 | QAM 256 | 16 |
13 | 266000000 | 7.1 | 42 | QAM 256 | 17 |
14 | 274000000 | 7.4 | 36 | QAM 256 | 18 |
15 | 282000000 | 7.4 | 42 | QAM 256 | 19 |
16 | 290000000 | 7.5 | 42 | QAM 256 | 20 |
17 | 298000000 | 7.3 | 42 | QAM 256 | 21 |
18 | 306000000 | 7.3 | 42 | QAM 256 | 22 |
19 | 314000000 | 7.2 | 42 | QAM 256 | 23 |
20 | 322000000 | 7.2 | 42 | QAM 256 | 24 |
21 | 338000000 | 7.4 | 42 | QAM 256 | 26 |
22 | 346000000 | 7.4 | 42 | QAM 256 | 27 |
23 | 354000000 | 7 | 42 | QAM 256 | 28 |
24 | 362000000 | 6.5 | 42 | QAM 256 | 29 |
25 | 370000000 | 6.1 | 42 | QAM 256 | 30 |
26 | 378000000 | 5.7 | 42 | QAM 256 | 31 |
27 | 386000000 | 5.3 | 42 | QAM 256 | 32 |
28 | 394000000 | 5.1 | 42 | QAM 256 | 33 |
29 | 402000000 | 5.1 | 41 | QAM 256 | 34 |
30 | 410000000 | 5.1 | 42 | QAM 256 | 35 |
31 | 418000000 | 5 | 41 | QAM 256 | 36 |
Downstream bonded channels
1 | Locked | 42 | 1 | 0 |
2 | Locked | 42 | 0 | 0 |
3 | Locked | 42 | 0 | 0 |
4 | Locked | 42 | 0 | 0 |
5 | Locked | 42 | 0 | 0 |
6 | Locked | 42 | 0 | 0 |
7 | Locked | 42 | 0 | 0 |
8 | Locked | 42 | 0 | 0 |
9 | Locked | 42 | 0 | 0 |
10 | Locked | 42 | 0 | 0 |
11 | Locked | 41 | 0 | 0 |
12 | Locked | 42 | 0 | 0 |
13 | Locked | 42 | 0 | 0 |
14 | Locked | 36 | 0 | 0 |
15 | Locked | 42 | 0 | 0 |
16 | Locked | 42 | 0 | 0 |
17 | Locked | 42 | 0 | 0 |
18 | Locked | 42 | 0 | 0 |
19 | Locked | 42 | 0 | 0 |
20 | Locked | 42 | 0 | 0 |
21 | Locked | 42 | 0 | 0 |
22 | Locked | 42 | 0 | 0 |
23 | Locked | 42 | 0 | 0 |
24 | Locked | 42 | 0 | 0 |
25 | Locked | 42 | 0 | 0 |
26 | Locked | 42 | 0 | 0 |
27 | Locked | 42 | 0 | 0 |
28 | Locked | 42 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 42 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
on 06-03-2023 20:17
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.
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06-03-2023 23:47 - edited 06-03-2023 23:48
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.
on 09-03-2023 12:24
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! 🙂
09-03-2023 16:26 - edited 09-03-2023 16:32
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.