Internet completely unusable packet loss

[tomo2405]

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

1	330000000	4.4	43	QAM 256	25
2	138000000	3.8	42	QAM 256	1
3	146000000	3.9	42	QAM 256	2
4	154000000	4.1	43	QAM 256	3
5	162000000	4.1	43	QAM 256	4
6	170000000	4	43	QAM 256	5
7	178000000	3.9	43	QAM 256	6
8	186000000	3.7	42	QAM 256	7
9	194000000	2.5	42	QAM 256	8
10	202000000	-3.6	39	QAM 256	9
11	226000000	3.7	43	QAM 256	12
12	234000000	3.9	43	QAM 256	13
13	258000000	4.3	43	QAM 256	16
14	266000000	4.6	43	QAM 256	17
15	274000000	4.7	43	QAM 256	18
16	282000000	4.7	43	QAM 256	19
17	290000000	4.8	43	QAM 256	20
18	298000000	4.8	43	QAM 256	21
19	306000000	4.6	43	QAM 256	22
20	314000000	4.6	43	QAM 256	23
21	322000000	4.6	43	QAM 256	24
22	338000000	4.5	43	QAM 256	26
23	346000000	4.6	43	QAM 256	27
24	354000000	4.6	43	QAM 256	28
25	362000000	4.6	43	QAM 256	29
26	370000000	4.6	43	QAM 256	30
27	378000000	4.4	43	QAM 256	31
28	386000000	4.2	43	QAM 256	32
29	394000000	4.2	43	QAM 256	33
30	402000000	4.2	43	QAM 256	34
31	410000000	4.3	43	QAM 256	35
32	514000000	3.6	42	QAM 256	36

3.0 Downstream channels

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

1	Locked	43	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	43	0	0
5	Locked	43	0	0
6	Locked	43	0	0
7	Locked	43	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	39	0	0
11	Locked	43	0	0
12	Locked	43	0	0
13	Locked	43	0	0
14	Locked	43	0	0
15	Locked	43	0	0
16	Locked	43	0	0
17	Locked	43	0	0
18	Locked	43	0	0
19	Locked	43	0	0
20	Locked	43	0	0
21	Locked	43	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	0	0
28	Locked	43	0	0
29	Locked	43	1	0
30	Locked	43	1	0
31	Locked	43	2	0
32	Locked	42	4	0

3.0 Upstream channels

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

0	49600000	44.5	5120	QAM 64	1
1	43100000	44.5	5120	QAM 64	2
2	36600000	37	5120	QAM 64	3
3	30100000	38	5120	QAM 64	4
4	23600000	37	5120	QAM 64	5

3.0 Upstream 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

Network Log

Time Priority Description

29-03-2024 22:18:58	notice	US 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 22:18:58	warning	DBC-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 22:09:10	warning	RNG-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 22:08:56	notice	US 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 22:08:56	warning	DBC-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 21:48:52	warning	RNG-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 21:48:39	notice	US 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 21:48:39	warning	DBC-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 21:38:52	warning	RNG-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 21:38:34	notice	US 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 21:38:34	warning	DBC-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 21:18:33	warning	RNG-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 21:18:25	notice	US 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 21:18:25	warning	DBC-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 20:58:22	warning	RNG-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 20:58:19	notice	REGISTRATION COMPLETE - Waiting for Operational status
29-03-2024 20:58:14	warning	RNG-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 20:58:13	warning	RNG-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 20:58:13	warning	Dynamic Range Window violation
29-03-2024 20:58:12	warning	Dynamic Range Window violation
29-03-2024 20:58:12	warning	REG-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 20:58:12	warning	RNG-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 20:58:12	warning	RNG-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 20:58:12	warning	Dynamic Range Window violation
29-03-2024 20:58:12	warning	RNG-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 20:58:12	warning	Dynamic Range Window violation
29-03-2024 20:58:06	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;
29-03-2024 20:57:59	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:57:56	notice	Honoring MDD; IP provisioning mode = IPv4
29-03-2024 20:57:45	critical	SYNC 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 20:57:44	critical	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-03-2024 20:57:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[tomo2405]

BQM if image does not show 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d416db9962d41f02fadd59a9ec0297c805...

[tomo2405]

still in shambles

[Kath_F]

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]

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]

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]

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