Line changed packet loss

[leenordon]

Hi, Right i'm a bit confused to whats gone off here so let me explain.

Ive been with Virgin Roughly 19 months im on the Gig1 package and the past 18 months ive never really had any issues or major/problems, never suffered from packet loss always been able to stream on twitch etc. I set up Thinkbroad.com graph up so i could see how stable line was and as i say ive never had any problems over the past 18 months always been perfect. as you will see in attached graph no packet loss: Graph 

Recently my contract ran out so i renewed as i was really happy with how the connection as been, Then when streaming the other day and realised i was dropping frames in obs, so today i checked thinkbroadband.com but my graph was perectly fine as the above graph shows no packet loss, thats when i realised i now have a totally different ip address like im on a totally different connection? to what my previous ip/graph shows so the above graph is no longer showing my connection (strange) so i then setup a new thinkbroadband.com graph with this new ip adress i now have, and its just constant red packet loss as shows here in new graph here -: New Graph 

Im really confused as to whats happened and why i'm no longer on the stable connection i was on in the first place ? and have been for 18 months with no problems.  Why as my connection been changed ? customer service say they need to send me a new router when this is not a hardware problem my line as been switched for no reason what so ever and the old graph is still live so that means someone else is on my old stable connection? and i've been changed to a unstable connection??

I currently cant stream at all and gaming etc is so frustraiting with constant packet loss i'm not happy to be honest cant understand why this would happen and no explaination!

[legacy1]

Its odd that a IP change is causing this maybe Docsis channels have changed and thats the reason

by wire run CMD

Ping -n 200 194.168.4.100 

[leenordon]

Ping statistics for 194.168.4.100:
Packets: Sent = 200, Received = 185, Lost = 15 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 26ms, Average = 10ms

Yeah im confused when i whois my old ip it shows as rotherham this new ip shows as sheffield so its definatly like im on a totally different line/connection or somthing im baffled and my connection is screwed as you can see in the new graph.

[leenordon]

I don't know if these details show anything is wrong

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	6
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

1	299000000	9.1	39	QAM 256	21
2	139000000	8.1	38	QAM 256	1
3	147000000	7.9	38	QAM 256	2
4	155000000	7.9	38	QAM 256	3
5	163000000	8	38	QAM 256	4
6	171000000	8.2	38	QAM 256	5
7	179000000	8.4	38	QAM 256	6
8	187000000	8.4	38	QAM 256	7
9	195000000	8.5	38	QAM 256	8
10	203000000	8.4	39	QAM 256	9
11	211000000	8.6	39	QAM 256	10
12	219000000	8.7	39	QAM 256	11
13	227000000	8.8	39	QAM 256	12
14	235000000	8.9	39	QAM 256	13
15	243000000	8.8	39	QAM 256	14
16	251000000	8.7	39	QAM 256	15
17	259000000	8.6	39	QAM 256	16
18	267000000	8.7	39	QAM 256	17
19	275000000	8.9	39	QAM 256	18
20	283000000	9	39	QAM 256	19
21	291000000	9.1	39	QAM 256	20
22	307000000	9.1	39	QAM 256	22
23	315000000	9	39	QAM 256	23
24	323000000	8.9	39	QAM 256	24
25	331000000	8.8	39	QAM 256	25
26	339000000	9	39	QAM 256	26
27	347000000	9.1	39	QAM 256	27
28	355000000	9.2	40	QAM 256	28
29	363000000	9.3	39	QAM 256	29
30	371000000	9.4	40	QAM 256	30
31	379000000	9.6	39	QAM 256	31

3.0 Downstream channels

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

1	Locked	39	0	0
2	Locked	38	0	0
3	Locked	38	0	0
4	Locked	38	0	0
5	Locked	38	0	0
6	Locked	38	0	0
7	Locked	38	0	0
8	Locked	38	0	0
9	Locked	38	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	39	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	1	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	40	0	0
29	Locked	39	0	0
30	Locked	40	0	0
31	Locked	39	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

12.7

200142004

0

3.0 Upstream channels

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

0	60300000	29.8	5120	QAM 64	9
1	53700000	29.3	5120	QAM 64	10
2	46200000	28.8	5120	QAM 64	11
3	39400000	28.8	5120	QAM 64	12
4	32600000	28.3	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	3	0	0
1	ATDMA	0	3	0	0
2	ATDMA	0	3	0	0
3	ATDMA	0	3	0	0
4	ATDMA	0	3	0	0

Network Log

Time Priority Description

15-08-2024 14:45:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:45:09	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;
15-08-2024 14:44:58	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:44:49	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;
15-08-2024 14:44:40	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:44:29	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;
15-08-2024 14:44:23	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:44:09	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;
15-08-2024 14:44:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:43:49	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;
15-08-2024 14:43:47	notice	GUI Login Status - Login Success from LAN interface
15-08-2024 14:43:29	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;
15-08-2024 14:43:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:43:24	notice	GUI Login Status - Login Fail from LAN interface
15-08-2024 14:43:14	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:43:09	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;
15-08-2024 14:42:55	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:42:49	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;
15-08-2024 14:42:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:42:29	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;
15-08-2024 14:42:21	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:42:09	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;
15-08-2024 14:42:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:43	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;
15-08-2024 14:41:42	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:40	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;
15-08-2024 14:41:39	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:35	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;
15-08-2024 14:41:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:32	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:32	critical	16 consecutive T3 timeouts while trying to range on upstream channel 5;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 14:41:29	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;
15-08-2024 14:41:16	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 10:42:37	notice	GUI Login Status - Login Success from LAN interface
15-08-2024 10:42:29	notice	GUI Login Status - Login Success from LAN interface
15-08-2024 10:40:36	notice	GUI Login Status - Login Success from LAN interface

[leenordon]

The connection i was on for past 18 months was always stable 

Now the ip changed seems like ive been put onto a new connection

 changed to 

[Tudor]

Upstream power levels are far too low and the downstream levels are a bit high. I believe you should be on a different tap on the street cabinet. You need to firstly check if there are any area faults, see below: 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[leenordon]

This as happened out of nowhere i noticed some dropped frames in obs other day when streaming but didnt think anything of it. Then today started streaming and instantly was dropping frames obs was in red thats when i checked thinkbroadband and realised the graph i was looking at is no longer the same as my current ip address. So setup a new graph with my current (RANDOM NEW) ip address i have now and as the graph i posted shows its messed up,

I have already got a engineer coming out saturday and customer service say they sending me a new router and i will be given a new ip address wich will sort it out suposedly which i highly doubt the router is the problem ? 

I don't know why i would have to be switched to a different tap in the cabinet if everything was already perfectly fine in the first place, Does this meen i was moved to a different tap in the cabinet and thats why my ip changed and now a unstable connection ??

[leenordon]

Its been stable so far this morning 

[Kath_P]

Hi leenordon, 

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 an issue with your services. On a residential service, the IP addresses can change from time to time and you're not always guaranteed to keep the same one. 

Checking things here, I can see the engineer visit was cancelled due to an area fault being raised. This has since been resolved and the team have already sent out a new hub. Once you receive this, please ensure it is installed within 5 days of it arriving. This will ensure there is no break in your connection then. 

Keep us posted on how things go and if you have any further issues, you know where we are. 

Thanks, 

[leenordon]

the line as been perfectly fine ever since so i dont need the new router that is coming and i want to send the new router back i want to stay on this line its very stable an di am happy can i send the new router back and just stay as i am please