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Network dropping packets since March 15th

Andyt
On our wavelength

on ‎09-04-2023 21:50

Hello,

I have been having packet losses on my connection since March 15th.

This occurs on both wired and wireless connections, and also both router and modem mode across all devices on the network.

I contacted support, and they sent out an engineer to install a replacement HUB5

The engineer came over and installed the new HUB5. I gave it over a week, but still the packet losses still happened.

Engineer discussed the possibility of installing FTTO, as he didn't know where the fault is.

I would rather avoid having to go to FTTO straight away to avoid additional holes and boxes installed on the inside of the house.

I have attached the latest BQM of the network to show the red packet loss spikes. These spikes occur randomly, sometimes it can be perfect for 4 hours, but some cases, it can happen one after the other. This packet losses cause websites to buffer and not load for 20-30 seconds at a time before the HUB5 decides to sent a MDD message timeout and fixes the issue.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d296164ed65f502aacfdf02ef844fdc768... 

I thought my devices were causing the issue, but disconnected everything except for a wired connection and then only a wireless connection, still this issue occurs.

3 REPLIES 3

Andyt
On our wavelength

on ‎09-04-2023 21:50

Here is the Network Log from the Virgin HUB5.

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)306000000Locked
Ranged Upstream Channel(Hz)46200000Ranged
Provisioning StateOnlineOperational

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000003.541QAM 25622
21380000004.240QAM 2561
31460000004.241QAM 2562
41540000004.241QAM 2563
51620000004.341QAM 2564
61700000004.340QAM 2565
71780000004.441QAM 2566
81860000004.541QAM 2567
91940000004.741QAM 2568
102020000004.641QAM 2569
112100000004.841QAM 25610
122180000004.741QAM 25611
132260000004.641QAM 25612
142340000004.641QAM 25613
152420000004.541QAM 25614
162500000004.341QAM 25615
172580000004.141QAM 25616
182660000004.141QAM 25617
192740000003.941QAM 25618
202820000003.841QAM 25619
212900000003.841QAM 25620
222980000003.641QAM 25621
233140000003.441QAM 25623
243220000003.441QAM 25624
253300000003.441QAM 25625
263380000003.541QAM 25626
273460000003.541QAM 25627
283540000003.541QAM 25628
293620000003.641QAM 25629
303700000003.641QAM 25630
313780000003.841QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4000
3Locked4100
4Locked4100
5Locked4100
6Locked4000
7Locked4100
8Locked4100
9Locked4100
10Locked4100
11Locked4100
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4100
22Locked4120
23Locked4120
24Locked4100
25Locked4100
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4100

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04620000034.85120QAM 6411
13940000034.35120QAM 6412
23260000034.35120QAM 6413
32360000034.35120QAM 6414

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0010
1ATDMA0020
2ATDMA0000
3ATDMA0040

 

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
3254k;fg87dsfd;kfoA,.iyew

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
585
1200000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
584
55000270 bps
42600bytes
0 bps
16320bytes
Best Effort

 

Network Log

     
   
09-04-2023 21:38:02noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:37:42warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:19:11noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:17:53noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:17:50warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:09:58noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:08:34noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 21:08:12warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 20:49:09noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 20:47:50noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 20:47:38warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:54:21noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:53:09noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:53:01warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:30:13noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:29:17noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 15:28:53warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 14:28:20noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 14:27:18noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 14:26:53warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 13:12:28noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 13:11:09noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 13:11:08warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 10:57:58noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 10:56:37noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 10:56:36warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 00:48:36noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 00:47:11noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-04-2023 00:47:05warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 23:28:05noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-04-2023 23:26:35noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Leeroybot
Tuning in
In response to Andyt

on ‎10-04-2023 19:23

I'm having the Same Issue !!! been like it for 12 days now !! ... Had two engineers out who said it seems like a node need fixing and hopefully they are doing it behind the scenes and to contact him next week (being tomorrow) so he can chase it up with his manager. 

If I somehow hear anything about what is causing this ill make sure to let you know! 

Adri_G
Forum Team (Retired)
Forum Team (Retired)
In response to Andyt

on ‎13-04-2023 16:04

Hey Andyt, thanks for reaching out and for updating the thread with more info about your issue.

We're sorry to see the performance and packet loss issues are ongoing, we'd love to do our best to help.

Upon our latest checks it seems you've been affected by an outage in your area that was reported after your last post on Sunday, the good news is that our latest estimate for fixing this is tonight at 8pm.

Please, check our service status page where you can also subscribe for updates and receive a message once it's been fixed.

If you have more questions or need our help, feel free to pop back here and ask.

Always happy to support you, thanks.

Adri
Forum Team

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