Forum Discussion

tomo2405's avatar
tomo2405
Tuning in
2 years ago

Internet completely unusable packet loss

This past week my internet has been completely unusable. It consistently just drops packets. Can anybody take a look at this date and maybe see what the issue could be please? 

 
 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000004.443QAM 25625
21380000003.842QAM 2561
31460000003.942QAM 2562
41540000004.143QAM 2563
51620000004.143QAM 2564
6170000000443QAM 2565
71780000003.943QAM 2566
81860000003.742QAM 2567
91940000002.542QAM 2568
10202000000-3.639QAM 2569
112260000003.743QAM 25612
122340000003.943QAM 25613
132580000004.343QAM 25616
142660000004.643QAM 25617
152740000004.743QAM 25618
162820000004.743QAM 25619
172900000004.843QAM 25620
182980000004.843QAM 25621
193060000004.643QAM 25622
203140000004.643QAM 25623
213220000004.643QAM 25624
223380000004.543QAM 25626
233460000004.643QAM 25627
243540000004.643QAM 25628
253620000004.643QAM 25629
263700000004.643QAM 25630
273780000004.443QAM 25631
283860000004.243QAM 25632
293940000004.243QAM 25633
304020000004.243QAM 25634
314100000004.343QAM 25635
325140000003.642QAM 25636

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4300
2Locked4200
3Locked4200
4Locked4300
5Locked4300
6Locked4300
7Locked4300
8Locked4200
9Locked4200
10Locked3900
11Locked4300
12Locked4300
13Locked4300
14Locked4300
15Locked4300
16Locked4300
17Locked4300
18Locked4300
19Locked4300
20Locked4300
21Locked4300
22Locked4300
23Locked4300
24Locked4300
25Locked4300
26Locked4300
27Locked4300
28Locked4300
29Locked4310
30Locked4310
31Locked4320
32Locked4240
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000044.55120QAM 641
14310000044.55120QAM 642
236600000375120QAM 643
330100000385120QAM 644
423600000375120QAM 645

3.0 Upstream channels

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

Network Log

Time Priority Description
29-03-2024 22:18:58noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 22:18:58warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 22:09:10warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 22:08:56noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 22:08:56warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:48:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:48:39noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:48:39warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:38:52warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:38:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:38:34warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:18:33warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:18:25noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 21:18:25warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:22warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:19noticeREGISTRATION COMPLETE - Waiting for Operational status
29-03-2024 20:58:14warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:13warningDynamic Range Window violation
29-03-2024 20:58:12warningDynamic Range Window violation
29-03-2024 20:58:12warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:12warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:12warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:12warningDynamic Range Window violation
29-03-2024 20:58:12warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:58:12warningDynamic Range Window violation
29-03-2024 20:58:06noticeDS 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;
29-03-2024 20:57:59warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:57:56noticeHonoring MDD; IP provisioning mode = IPv4
29-03-2024 20:57:45criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:57:44criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:57:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

6 Replies

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hi tomo2505, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've been having some issues with your connection. Checking things here, I can see you've already been in touch with the faults team and we have an engineer booked for you. 

      Please let us know how the visit goes 😊

      Many thanks, 

  • tomo2405's avatar
    tomo2405
    Tuning in
    2 years ago

    Enginner has just been. lovely fella named Tom. Changed my location on the box outside and replaced my hub, said he's never seen so many individual dropouts. Will keep the post updated once i have some information from my new BQM 

    • Pilzo's avatar
      Pilzo
      On our wavelength
      2 years ago

      Hi Tomo. I had the same problems with the 1gb hub 5. Many many visits by Virgin Media engineers and the problem was never resolved. I had to force VM to pull my outside line to the cabinet and replace it. I was told those co ax copper lines were laid 30 years ago and corrosion sets in, causing the big latency, pings and dropouts etc. After installing a new Home to cabinet cable all worked great. May I sugguest you go down this route and do not take no for a answer, keep pushing until you get help.

      • tomo2405's avatar
        tomo2405
        Tuning in
        2 years ago

        Good to hear you found your resolution! Since the engineer left it's been fine to be honest no dropouts as of yet. He told me to save his number and monitor it over the next week; that if i have any issues then to ring him then he can be the one to setup the appointment and visit again due to him knowing what work has been done. He actually advised me on what you mentioned about the cabling once i made an inquiry on what the root cause may be. He said due to the nature of my dropouts it was hard to pinpoint the exact cause but it could potentially be due to cabling. After the work he carried out just said keep monitoring it for a week and bell my phone number if it persists and as a last resort it would require to have someone pull and replace the cable. Super nice guy i must say. I know the phone lines and live chat can be an absolute nightmare but the tech guys working on the field really polite and professional.

         

         There's a before and after and already looks much healthier so fingers crossed haha