Virgin Media Community

[Jackg94]

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

[Jackg94]

Downstream bonded channels

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

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

[Jackg94]

Downstream bonded channels

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

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

[Jackg94]

Upstream bonded channels

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

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

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Jackg94]

Network Log

Time Priority Description

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;

[Jackg94]

Downstream bonded channels

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

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

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

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

[John_GS]

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.

[Jackg94]

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]

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! 🙂

[Jackg94]

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.