on 15-02-2023 13:18
Hello, I am hoping someone can help.
Over the last few months, mainly since my services were upgraded to 1GB, I have been having a lot of packet loss and random connection drop outs. This is a problem when streaming as it causes the stream to drop out altogether.
I've tried talking to the tech support representatives via phone and via chat but I am getting bored of being told that my issue is related to either my Superhub being in Modem Mode, or being told my Router Firmware is outdated .. an update being sent (version never changes) and that I should call back in 24 hours .. (Obvious fob off technique).
I have tried:
The network issues occur on both wired and wireless connections.
The below graphic shows a large amount of packet loss over the last 24 hours.
on 15-02-2023 13:20
Downstream:
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
25 | 331000000 | -0.200001 | 38.605377 | QAM256 | 25 |
1 | 139000000 | 1.900002 | 38.605377 | QAM256 | 1 |
2 | 147000000 | 1.599998 | 38.983261 | QAM256 | 2 |
3 | 155000000 | 1.099998 | 38.983261 | QAM256 | 3 |
4 | 163000000 | 0.900002 | 38.983261 | QAM256 | 4 |
5 | 171000000 | -0.599998 | 38.605377 | QAM256 | 5 |
6 | 179000000 | 0.900002 | 38.983261 | QAM256 | 6 |
7 | 187000000 | 1.200001 | 38.983261 | QAM256 | 7 |
8 | 195000000 | 1.299999 | 39.397190 | QAM256 | 8 |
9 | 203000000 | 1.000000 | 38.983261 | QAM256 | 9 |
10 | 211000000 | 0.900002 | 38.983261 | QAM256 | 10 |
11 | 219000000 | -0.099998 | 38.983261 | QAM256 | 11 |
12 | 227000000 | 0.299999 | 38.605377 | QAM256 | 12 |
13 | 235000000 | -0.200001 | 38.983261 | QAM256 | 13 |
14 | 243000000 | -0.200001 | 38.983261 | QAM256 | 14 |
15 | 251000000 | -0.299999 | 38.983261 | QAM256 | 15 |
16 | 259000000 | 0.099998 | 38.605377 | QAM256 | 16 |
17 | 267000000 | 0.299999 | 38.605377 | QAM256 | 17 |
18 | 275000000 | -0.299999 | 38.605377 | QAM256 | 18 |
19 | 283000000 | -0.099998 | 38.983261 | QAM256 | 19 |
20 | 291000000 | -0.099998 | 38.983261 | QAM256 | 20 |
21 | 299000000 | 0.000000 | 38.983261 | QAM256 | 21 |
22 | 307000000 | 0.099998 | 38.983261 | QAM256 | 22 |
23 | 315000000 | 0.000000 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 0.099998 | 38.605377 | QAM256 | 24 |
26 | 339000000 | -0.400002 | 38.605377 | QAM256 | 26 |
27 | 347000000 | -1.400002 | 37.636276 | QAM256 | 27 |
28 | 355000000 | -2.700001 | 37.636276 | QAM256 | 28 |
29 | 363000000 | -1.400002 | 38.605377 | QAM256 | 29 |
30 | 371000000 | -0.799999 | 38.605377 | QAM256 | 30 |
31 | 379000000 | -0.099998 | 38.983261 | QAM256 | 31 |
3.0 Downstream channels
Channel | Lock Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
25 | Locked | 38.605377 | 0 | 0 |
1 | Locked | 38.605377 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.983261 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 39.397190 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.983261 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.605377 | 0 | 0 |
27 | Locked | 37.636276 | 0 | 0 |
28 | Locked | 37.636276 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
3.1 Downstream channels
Channel | Channel Width (MHz) | FFT Type | Number of Active Subcarriers | Modulation (Active Profile) | First Active Subcarrier (Hz) |
159 | 96 | 4K | 1840 | QAM4096 | 424 |
3.1 Downstream channels
Channel ID | Lock Status | RxMER Data (dB) | PLC Power (dBmV) | Correcteds (Active Profile) | Uncorrectables (Active Profile) |
159 | Locked | 41 | 0.4 | 390745190 | 9071 |
on 15-02-2023 13:21
Upstream:
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 36600000 | 52.520599 | 5120 KSym/sec | 64QAM | 3 |
2 | 23600000 | 52.520599 | 5120 KSym/sec | 32QAM | 5 |
3 | 30100000 | 52.520599 | 5120 KSym/sec | 64QAM | 4 |
4 | 43100000 | 52.020599 | 5120 KSym/sec | 64QAM | 2 |
5 | 49600000 | 52.520599 | 5120 KSym/sec | 64QAM | 1 |
3.0 Upstream channels
Channel | Channel Type | T1 Timeouts | T2 Timeouts | T3 Timeouts | T4 Timeouts |
1 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
5 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3.1 Upstream channels
Channel | Channel Width (MHz) | Power (dBmV) | FFT Type | Modulation |
6 | 10.0 | 45.5 | 2K | QAM8 |
3.1 Upstream channels
Channel | Channel Type | Number of Active Subcarriers | First Active Subcarrier (Hz) | T3 Timeouts | T4 Timeouts |
6 | OFDMA | 200 | 53.9 | 2 | 0 |
General Config:
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | 54k;fg87dsfd;kfoA,.iyewrkldJK |
Primary Downstream Service Flow
SFID | 514 |
Max Traffic Rate | 1200000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 513 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | bestEffort |
Last 48 hours of NetworkLog:
Time | Priority | Description |
Wed Feb 15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Wed Feb 15 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 6 | US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
Tue Feb 14 | 3 | No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
on 15-02-2023 13:30
Stats are fine except one upstream is 32 instead of 64 QAM.
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.
on 15-02-2023 16:02
Thanks for the reply, I tried calling the service status line. It reported there are no issues in my area at this time.
I've used the service status page a few times.
I've had loads of packet loss and drop outs today around 2pm...
Could this be related to that upstream channel being 32 instead of 64 QAM?
Thanks in advance.
on 16-02-2023 14:34
Another day full of packet loss..
Surely there has to be a fix for this?
on 17-02-2023 12:42
Hi @novo78
Thanks for posting and welcome back to the community.
Sorry for the service issues you're having.
I have done a system check and no issues are showing here - however, please can you pop the hub in router mode for me as there are a few checks I need to also do.
The modulation has gone back to what it should be as well which is good news.
Best wishes,
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on 20-02-2023 15:35
Hi John,
I've changed the router back to Router Mode. Please let me know when I can switch back to Modem Mode.
I restarted the superhub on Thursday and the packet loss seemed to stop for a couple of days, I'm guessing this was raround the same time you looked on Friday.
Packet loss issues have returned again.
I just restarted the router to put it back in to router mode, so I suspect it won't show packet loss for a while
on 21-02-2023 17:18
I've left it in Router mode for 24 hours, I need to switch it back to Modem mode again.
Hopefully you collect the information you needed.
on 24-02-2023 08:03
Thank you for doing this novo78.
I have run some tests from my end and I would like to look into this further so I am going to send you a PM.
Please look out for the purple envelope. Thanks
Matt - Forum Team
New around here?