Packet Loss and latency

[dms013]

Over the past few weeks packet loss has really become an issue. I WFH and log in with PCoIP so the latency is a real issue with huge lag making it frustrating and slow to work. Below is a link to my think broadband monitor.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cd0c952dfd250ac1652e3e21cab7d80470f23d9a-26-08-2022

If I look through previous days of the monitor, the packet loss started on the 1st Aug and has continued to get worse. Can someone take a look and let me know what can be done to resolve this?

Regards

David

[jbrennand]

lets see the Hub data

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[dms013]

Downstream bonded channels

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

1	330750000	-3.7	38	256 qam	25
2	234750000	-5.7	37	256 qam	13
3	242750000	-6.9	37	256 qam	14
4	250750000	-7	37	256 qam	15
5	258750000	-6	37	256 qam	16
6	266750000	-5	37	256 qam	17
7	274750000	-4.7	38	256 qam	18
8	282750000	-4.7	38	256 qam	19
9	290750000	-4.7	38	256 qam	20
10	298750000	-4.5	38	256 qam	21
11	306750000	-4.2	38	256 qam	22
12	314750000	-3.7	38	256 qam	23
13	322750000	-3.7	38	256 qam	24
14	338750000	-4.2	38	256 qam	26
15	346750000	-4.5	38	256 qam	27
16	354750000	-4.7	38	256 qam	28
17	362750000	-5.2	38	256 qam	29
18	370750000	-6	37	256 qam	30
19	378750000	-6.7	37	256 qam	31
20	386750000	-6.7	38	256 qam	32
21	394750000	-6.5	38	256 qam	33
22	402750000	-6.4	38	256 qam	34
23	410750000	-6.2	38	256 qam	35
24	418750000	-5.9	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.9	27	0
2	Locked	37.6	166	7
3	Locked	37.3	240	0
4	Locked	37.3	283	0
5	Locked	37.3	104	0
6	Locked	37.6	33	0
7	Locked	38.6	16	0
8	Locked	38.6	16	0
9	Locked	38.6	14	0
10	Locked	38.6	17	0
11	Locked	38.9	14	0
12	Locked	38.6	21	0
13	Locked	38.9	27	0
14	Locked	38.6	29	0
15	Locked	38.6	10	0
16	Locked	38.6	14	0
17	Locked	38.6	11	0
18	Locked	37.6	20	0
19	Locked	37.6	13	0
20	Locked	38.6	23	0
21	Locked	38.9	23	0
22	Locked	38.6	13	0
23	Locked	38.6	18	0
24	Locked	38.6	7	0

[dms013]

Upstream bonded channels

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

1	36600000	49.5	5120	64 qam	3
2	23600000	48	5120	32 qam	5
3	30100000	49.5	5120	64 qam	4
4	43099998	51	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[dms013]

Network Log

Time Priority Description

26/08/2022 15:22:30	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:09:4	Warning!	Auth Reject - No Information;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:06:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:06:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:06:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:06:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 11:05:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2022 08:51:17	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:45	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:25	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2022 22:19:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[dms013]

Thanks for replying John, here are the requested details.

[jbrennand]

Connection has issues that will require a Tech visit to address.

Your down powers are all verey low - some out of range ( -6dBmV to +10dBmV - around 0 is optimal). One up channel has dropped to 32 qam - also not good.

Call it in and see what they say when they look at the connection - or a VM person should pick this thread up and be able to help but it can take a few days.

[Tudor]

First check all your connections are tight, those figures basically mean a very bad signal is being received then:

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 http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[dms013]

Thank you both for the replies, very informative. Really appreciated.

[Akua_A]

Hi @dms013,

Welcome back to our community forums and sorry to hear you have been having service issues. We can understand the frustration caused and we want to best help. I have had a look into your account and can see there is currently an SNR outage that may be affecting your service. Our engineers have been made aware and are currently working to resolve this. The current estimated fix time is 01 SEP 2022 09:00. Please bear with us in the meantime and let us know if the issue persists after the given time.

Thanks,