24-06-2021 14:39 - edited 24-06-2021 14:46
Today (since around 2am) I have experienced a fair chunk of packet loss as well as high latency. This is having an impact on services like streaming and voice calls.
I use my VM Hub in Modem mode with my own router/network setup and have determined that the issues are deffinitely not strict to the LAN. I have run various pings from my gateway router and these see the high latency and timeouts (packet loss).
My BQM shows the impact that I have seen
Static (today): https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae8628bd5a151417bb3efcec6260904537...
I have attempted multiple reboots of my router and VM Hub which hasn't made much of a difference. I have also noticed that on the VM Hub the downstream channel 1 has thousands of Post RS Errors. I don't think these have just appeared though as I have noticed these before. It's also only on channel 1 and not on any of the others.
I have checked the service status and there are no issues reported in my area so I'm not sure where to go from here!
on 24-06-2021 14:44
Output from VM Hub in modem mode for downstream and upstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 6 | 40 | 256 qam | 31 |
2 | 203000000 | 6.9 | 40 | 256 qam | 9 |
3 | 211000000 | 6.6 | 40 | 256 qam | 10 |
4 | 219000000 | 6.5 | 40 | 256 qam | 11 |
5 | 227000000 | 6.5 | 40 | 256 qam | 12 |
6 | 235000000 | 6.4 | 40 | 256 qam | 13 |
7 | 243000000 | 6.3 | 40 | 256 qam | 14 |
8 | 251000000 | 6.1 | 40 | 256 qam | 15 |
9 | 259000000 | 6 | 40 | 256 qam | 16 |
10 | 267000000 | 6.3 | 40 | 256 qam | 17 |
11 | 275000000 | 6.1 | 40 | 256 qam | 18 |
12 | 283000000 | 6 | 40 | 256 qam | 19 |
13 | 291000000 | 6 | 40 | 256 qam | 20 |
14 | 299000000 | 6.1 | 40 | 256 qam | 21 |
15 | 307000000 | 6.1 | 40 | 256 qam | 22 |
16 | 315000000 | 6.4 | 40 | 256 qam | 23 |
17 | 323000000 | 6.5 | 40 | 256 qam | 24 |
18 | 363000000 | 6.4 | 40 | 256 qam | 25 |
19 | 371000000 | 6.3 | 40 | 256 qam | 26 |
20 | 379000000 | 6.3 | 40 | 256 qam | 27 |
21 | 387000000 | 6 | 40 | 256 qam | 28 |
22 | 395000000 | 6.1 | 40 | 256 qam | 29 |
23 | 403000000 | 6 | 40 | 256 qam | 30 |
24 | 419000000 | 6 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 306 | 9231 |
2 | Locked | 40.3 | 4 | 0 |
3 | Locked | 40.3 | 3 | 0 |
4 | Locked | 40.9 | 6 | 0 |
5 | Locked | 40.9 | 5 | 0 |
6 | Locked | 40.3 | 6 | 0 |
7 | Locked | 40.9 | 0 | 0 |
8 | Locked | 40.9 | 0 | 0 |
9 | Locked | 40.3 | 0 | 0 |
10 | Locked | 40.9 | 5 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.9 | 6 | 0 |
13 | Locked | 40.3 | 5 | 0 |
14 | Locked | 40.3 | 6 | 0 |
15 | Locked | 40.3 | 5 | 0 |
16 | Locked | 40.9 | 6 | 0 |
17 | Locked | 40.3 | 0 | 0 |
18 | Locked | 40.9 | 0 | 0 |
19 | Locked | 40.9 | 4 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 40.9 | 5 | 0 |
22 | Locked | 40.9 | 4 | 0 |
23 | Locked | 40.9 | 0 | 0 |
24 | Locked | 40.9 | 6 | 0 |
1 | 39400014 | 48.8 | 5120 | 64 qam | 4 |
2 | 32599988 | 47.3 | 5120 | 64 qam | 5 |
3 | 46200004 | 48.8 | 5120 | 64 qam | 3 |
4 | 53699986 | 48.8 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 24-06-2021 14:45
on 24-06-2021 14:53
on 24-06-2021 16:10
on 24-06-2021 16:19
on 25-06-2021 09:34
Hello tomsinclair
Thanks for taking the time to raise this via the forums, we appreciate you raising this so we can look into this further.
I've taken a look and it appears there are issues with the power level's for both the Upstream and Downstream channels which will require a visit. I'm going to send you a Private Message to get some more information from you to arrange this.
Looking forward to hearing back from you.
Rob
on 25-06-2021 10:40
Thanks for the update and if you're happy to monitor it going forward that's fine. I checked the connection this morning and the power level issues were there then so this would indicate an issue, if you change your mind let me know via Private Message the requested information and I can get a visit arranged.
Rob
on 25-06-2021 10:49
Thanks again Tom, I've booked in a visit for you the details of which you can find in your online account or here. If the date and time aren't convenient or if there are any individuals shielding in the property please let me know and I can look to change this for a more suitable time.
Let me know 🙂
Rob
on 25-06-2021 11:08
That's great tomsinclair, please keep me up to date with how the visit goes 🙂
Rob