Massive ongoing packet loss PO14

[gr83]

For several days I have been experiencing such significant packet loss / extreme latency that the connection is virtually unusable for most of the day.

There are no locally reported issues, either via the automated telephone line or web page.

All devices have been restarted and cabling checked.

Downstream bonded channels

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

1	258750000	2	40	256 qam	16
2	138750000	4.9	38	256 qam	1
3	146750000	4.5	38	256 qam	2
4	154750000	4	38	256 qam	3
5	162750000	4	38	256 qam	4
6	170750000	4	38	256 qam	5
7	178750000	3.9	38	256 qam	6
8	186750000	3.7	38	256 qam	7
9	194750000	3.7	40	256 qam	8
10	202750000	3.5	38	256 qam	9
11	210750000	3	38	256 qam	10
12	218750000	2.2	40	256 qam	11
13	226750000	2	38	256 qam	12
14	234750000	2	38	256 qam	13
15	242750000	2	40	256 qam	14
16	250750000	2	40	256 qam	15
17	266750000	2	40	256 qam	17
18	274750000	1.7	40	256 qam	18
19	282750000	1.5	40	256 qam	19
20	290750000	1.5	40	256 qam	20
21	298750000	1.5	40	256 qam	21
22	306750000	1.7	40	256 qam	22
23	314750000	1.9	40	256 qam	23
24	322750000	2.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	38.9	4	0
3	Locked	38.9	5	0
4	Locked	38.9	6	0
5	Locked	38.9	17	0
6	Locked	38.9	15	0
7	Locked	38.9	4	0
8	Locked	38.9	5	0
9	Locked	40.3	6	0
10	Locked	38.9	5	0
11	Locked	38.9	4	0
12	Locked	40.3	5	0
13	Locked	38.9	5	0
14	Locked	38.9	6	0
15	Locked	40.3	5	0
16	Locked	40.3	1	0
17	Locked	40.9	5	0
18	Locked	40.3	7	0
19	Locked	40.3	5	0
20	Locked	40.3	3	0
21	Locked	40.3	4	0
22	Locked	40.3	6	0
23	Locked	40.3	1	0
24	Locked	40.3	5	0

Upstream bonded channels

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

1	49600000	43.8	5120	64 qam	1
2	43100000	43.5	5120	64 qam	2
3	30100000	42.8	5120	64 qam	4
4	36600000	43.3	5120	32 qam	3
5	23600000	42.3	5120	32 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Getting really fed up of Virgin now!

[gr83]

Network Log

Time Priority Description

16/07/2023 09:11:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 08:55:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2023 01:00:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2023 23:30:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 10:24:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 00:12:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2023 15:06:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2023 12:12:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 10:13:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2023 00:58:46	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/07/2023 09:32:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2023 15:31:36	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2023 15:20:19	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2023 15:06:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2023 10:27:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2023 00:37:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2023 11:40:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2023 11:40:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2023 11:39:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

First call 0800 561 0061 - use the automated service to see if there is a local service issue.

Use the test below to see if the issue is at the Hub or device.

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats for packet loss and jitter.
Typically expect zero to minimal packet loss ( retries ) at the Hub and no (N/A) packet loss at the computer.

[gr83]

Thanks for your message.  I've already checked the automated services.

"RealSpeed is not available on this network" -- in either modem or router mode.  There are no dropped Ethernet packets on any network interface, including the Ethernet card plugged directly into the SuperHub.  I am confident the problem is at Virgin's end, but have changed all of the cables regardless.

[Client62]

Make sure all forms of VPN are disabled and try Realspeed again with the Hub in Router mode.

What do the results look like from :  https://speed.cloudflare.com/

[Ilyas_Y]

Hi @gr83 thanks for reaching out to us on the forums. 👋🏼

I'm sorry to hear about the poor experience you have had with the broadband.
I've checked on our end and can't see any issues affecting the service on the network nor on the line.
May I ask what devices are being affected by this?

Kind regards,
Ilyas.