Loss of service and high spikes in Ping and a strange BQM

[80211ac]

Hi,

I’ve been having quite a few issues lately and I am looking for advice on what steps need to be taken next as I have had an engineer visit previously but the issues haven’t really gone away.

Two main issues:

Issue 1: I have had full loss of service for an entire weekend in fact it was more 3 days, and I don’t know if this was related to an outage or just our connection, but it took around 3 days for it to restore itself. This instance repeated itself albeit for 1 day again last weekend. When I look at the logs on the hub, I see lots of Pre-RS errors and lots of Timeout T3 errors. The first instance had too many Post-RS errors and T3 timeouts were running in double digits.

To resolve the above, I have factory reset hub quite a number of times in each instance with a hope that it would fix itself.

Issue 2: My gaming ping seems to be getting worse by the day, I used to get decent ping to play COD but now during off-peak it sits somewhere between 35 – 40ms and during peak hours, it ranges between 45 – 63ms. This clearly makes the game play a sour experience. PS5 is connected to the router via a Cat8 cable.

Our current setup is like this:

Cable comes into a white box that has one side blocked and the other has the connection with white cable that runs into the Hub 3. The hub originally had a 6db attenuator attached as the downstreams powers were too high as we are too close to virgin equipment buried under the ground (I don’t know the technical term for it, but its like a manhole with a lid and apparently quite a few connections go out of it). I had an engineer our previously who then added a 3db attenuator to the 6db attenuator as the power levels were out of spec.  The Hub is in Modem mode as I use my own Router (Huawei AX3 Pro) that serves as router.

Below are the latest power levels and logs and BQM. BQM doesn’t work with my router so had to put an extra device on in DMZ for it to respond to pings. The red patch is due to device going into sleep mode so I will try to keep it awake.

Can someone please look at the above and give me some guidance/direction on what can be done in terms to be improving the ping and loss of service and T3 timeouts or is this a case of moving to a new provider with a hope for better experience? Also, I don't understand why there is so much blue on the graph. I couldn't find on the thinkbroadband guide on what this means.

BQM  

Spoiler

Downstream bonded channels

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

1	171000000	0	35	256 qam	5
2	139000000	0.5	35	256 qam	1
3	147000000	-0.2	35	256 qam	2
4	155000000	-0.4	35	256 qam	3
5	163000000	0	34	256 qam	4
6	179000000	0.2	35	256 qam	6
7	187000000	0.5	36	256 qam	7
8	195000000	0.4	36	256 qam	8
9	203000000	0.5	37	256 qam	9
10	211000000	0.5	37	256 qam	10
11	219000000	0.7	37	256 qam	11
12	227000000	0.9	38	256 qam	12
13	235000000	0.7	38	256 qam	13
14	243000000	0.5	38	256 qam	14
15	251000000	0.5	38	256 qam	15
16	259000000	0.9	38	256 qam	16
17	267000000	1	38	256 qam	17
18	275000000	1.2	38	256 qam	18
19	283000000	1	40	256 qam	19
20	291000000	1	40	256 qam	20
21	299000000	1.2	40	256 qam	21
22	307000000	1.4	40	256 qam	22
23	315000000	1.5	40	256 qam	23
24	323000000	1.7	40	256 qam	24

Downstream bonded channels

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

1	Locked	35.5	426380	0
2	Locked	35.5	409651	0
3	Locked	35	1682653	0
4	Locked	35	1950893	0
5	Locked	34.9	1007535	0
6	Locked	35.7	214458	0
7	Locked	36.3	54988	0
8	Locked	36.3	25124	0
9	Locked	37.3	8489	0
10	Locked	37.3	5129	0
11	Locked	37.6	1551	0
12	Locked	38.6	395	0
13	Locked	38.6	181	0
14	Locked	38.9	130	0
15	Locked	38.9	69	0
16	Locked	38.6	24	0
17	Locked	38.6	21	0
18	Locked	38.9	25	0
19	Locked	40.3	14	0
20	Locked	40.9	14	0
21	Locked	40.3	14	0
22	Locked	40.9	15	0
23	Locked	40.9	18	0
24	Locked	40.3	17	0

Spoiler

Upstream bonded channels

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

1	25799957	38.8	5120	64 qam	6
2	32599971	39.8	5120	64 qam	5
3	39399996	41.3	5120	64 qam	4
4	46199969	42.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Spoiler

Network Log

Time Priority Description

05/05/2022 00:22:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:23:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:23:27	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2022 11:17:29	notice	SW download Successful - Via Config file
04/05/2022 11:14:32	notice	SW Download INIT - Via Config file
04/05/2022 02:14:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 01:33:57	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/05/2022 01:33:57	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2022 18:52:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:15:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:08:55	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:08:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 10:07:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:54:31	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:54:26	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:53:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:40:13	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:40:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:39:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/04/2022 09:25:53	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

Maybe your poor quality connection is linked to this 

https://community.virginmedia.com/t5/Networking-and-WiFi/VM-CORE-NETWORK-FAILURE-URGANT/m-p/5006772#... 

[legacy1]

My guess is your Huawei AX3 Pro router is causing a delay reply for BQM DMZ on most routers don't forward ICMP.

On a wired PC run CMD and
ping -n 200 194.168.4.100