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Latency, packet loss, intermittent connection

For the past few months I have been experiencing latency, packet loss, and intermittent connection.

I have had a BQM setup for the duration - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ccab730d909932bf1ef1171b8ef3d342a5bc36b-06-09-2020

 When pinging my router I get an average response time of 5ms, which indicates an issue.

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Downstream bonded channels

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000002.238256 qam1
21470000001.738256 qam2
31550000001.737256 qam3
41630000001.437256 qam4
51710000001.237256 qam5
61790000000.737256 qam6
71870000000.537256 qam7
81950000000.237256 qam8
9203000000037256 qam9
10211000000-0.437256 qam10
11219000000-0.738256 qam11
12227000000-137256 qam12
13235000000-1.237256 qam13
14243000000-1.237256 qam14
15251000000-0.938256 qam15
16259000000-0.938256 qam16
17267000000-1.238256 qam17
18275000000-1.438256 qam18
19283000000-1.538256 qam19
20291000000-1.538256 qam20
21299000000-137256 qam21
22307000000-1.238256 qam22
23315000000-0.738256 qam23
24323000000-0.738256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.6170
2Locked38.650
3Locked37.6180
4Locked37.6120
5Locked37.660
6Locked37.610
7Locked37.340
8Locked37.650
9Locked37.650
10Locked37.650
11Locked38.660
12Locked37.650
13Locked37.650
14Locked37.600
15Locked38.650
16Locked38.660
17Locked38.900
18Locked38.950
19Locked38.6120
20Locked38.6120
21Locked37.650
22Locked38.660
23Locked38.650
24Locked38.600
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Upstream bonded channels and Network Log

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000344.425512064 qam3
2394000514.425512064 qam4
3537000634.425512064 qam2
4603000634.425512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network LogTime Priority Description
06/09/2020 15:31:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 14:50:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 09:58:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 08:39:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 08:58:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 08:58:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 08:32:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 08:11:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 05:36:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 05:36:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 22:44:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 16:17:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 16:05:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:52:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 11:56:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 02:08:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 11:44:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 03:52:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 07:06:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 06:20:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Upstream bonded channels and Network Log

How are you connecting your device, Wi-Fi or ethernet cable ?

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Upstream bonded channels and Network Log

Ethernet. But we also have 4 wifi devices connected.

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Re: Upstream bonded channels and Network Log

Are you using any kind of Booster / Router / Mesh System / Access Point behind the VM Hub ?

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 7 of 10
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Re: Upstream bonded channels and Network Log

No boosters or APs but I usually use a Powerline connection, which I have bypassed in order to obtain the above logs. Issue persists when directly connected to Hub 3.0 via cable.
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Re: Upstream bonded channels and Network Log

Your >> BQM << is looking very unhealthy, this normally points to an issue on the other side of the VM Hub.

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Upstream bonded channels and Network Log

Thanks for your reply -

I checked the co-axial connections at both the wall and the hub end - both are secure and finger tight.
I called 0800 561 0061 - No issues in my area at the moment.
I checked 'Check Service Status' page, results:
No issue
Our tests look good
Your account is in order
The Hub is online
There is no issue in your area
Your WiFi settings look good
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Re: Upstream bonded channels and Network Log

There is nothing more we can do on here.

You can contact VM to report the problem using ...

 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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