Virgin Media Community

[Izana]

Hi All,

I have been getting a packet loss issue for a couple of weeks now. I intermittently get a large amount of packet loss which makes playing games or browsing the internet impossible at times. I have recently upgraded to gigabit speeds.

I have troubleshooted the issue by connecting both via ethernet and Wi-Fi and performing packet loss tests with multiple devices. I am running the Hub 4 in modem mode with a tp-link AX3000 Gigabit Wi-Fi 6 Router. I have checked the ethernet cables and rebooted the modem and router. If I connect to a VPN the issue goes away entirely.

I am at a loss for what could be causing it. If anyone has any ideas that I can use try to fix the issue I would be grateful.

[alphaomega16]

Have you tried doing a test via Samknows to rule out any issues with the router as this can test the hub only, also do you have a TBB (thinkbroadband) quality monitor graph set up yet?

With latest firmware they rolled out this month it seems to refuse to display any errors in the hub status but have you checked the upstrea/downstream for any errors and the network log for any incidents?

samknows.com/realspeed/

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

Copying and pasting downstream and upstream info (May require 2-3 replies worth of text) could help determine if any issues you may have are down to power levels and also copy paste the network log, this will fail to post first time as it will star out any mac addresses but the second time you attempt will post it fine.

[Izana]

Hi alphaomega16,

Thanks for the response. I have just set up the TBB quality monitor graph, so hopefully that will show how the packet loss fluctuates throughout the day. I am not getting any packet loss issues right now, so I will hold off on running Samknows until the issue starts again - which is usually in the evening.

I have looked through the network log and upstream/downstream details and couldn't see any obvious errors. I will post them once I am back at my computer later.

[Izana]

Downstream:

3.0 Downstream channels

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

25	331000000	7.199997	40.366287	QAM256	25
1	139000000	6.800003	40.366287	QAM256	1
2	147000000	6.900002	40.366287	QAM256	2
3	155000000	7.099998	40.366287	QAM256	3
4	163000000	7.199997	40.366287	QAM256	4
5	171000000	7.199997	40.366287	QAM256	5
6	179000000	7.199997	40.366287	QAM256	6
7	187000000	7.099998	40.366287	QAM256	7
8	195000000	7.199997	40.946209	QAM256	8
9	203000000	7.300003	40.366287	QAM256	9
10	211000000	7.400002	40.366287	QAM256	10
11	219000000	7.000000	40.366287	QAM256	11
12	227000000	6.300003	38.983261	QAM256	12
13	235000000	6.099998	40.366287	QAM256	13
14	243000000	6.500000	40.946209	QAM256	14
15	251000000	6.699997	40.366287	QAM256	15
16	259000000	7.000000	38.983261	QAM256	16
17	267000000	7.099998	40.366287	QAM256	17
18	275000000	6.900002	40.366287	QAM256	18
19	283000000	6.699997	40.366287	QAM256	19
20	291000000	6.900002	38.983261	QAM256	20
21	299000000	7.400002	40.366287	QAM256	21
22	307000000	7.699997	40.366287	QAM256	22
23	315000000	7.599998	40.946209	QAM256	23
24	323000000	7.300003	40.366287	QAM256	24
26	339000000	7.400002	40.366287	QAM256	26
27	347000000	7.599998	40.366287	QAM256	27
28	355000000	7.500000	40.366287	QAM256	28
29	363000000	7.699997	40.366287	QAM256	29
30	371000000	7.800003	40.366287	QAM256	30
31	379000000	7.500000	38.983261	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	38.983261	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	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

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

3.8

155606428

0

Upstream:

3.0 Upstream channels

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

1	43100000	48.020599	5120 KSym/sec	64QAM	2
2	23600000	47.020599	5120 KSym/sec	64QAM	5
3	30100000	47.520599	5120 KSym/sec	64QAM	4
4	36600000	48.020599	5120 KSym/sec	64QAM	3
5	49600000	48.270599	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

42.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[Izana]

Network Log

Time Priority Description

Thu Feb 23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 21	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 21	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 19	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 19	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 18	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 18	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb 16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;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=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb 15	6	SW download Successful - Via NMS
Wed Feb 15	6	SW Download INIT - Via NMS
Tue Feb 14	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb 14	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb 12	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 10	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 10	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Feb	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Feb	6	US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 31	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jan 29	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 27	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 25	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 24	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 24	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jan 23	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 20	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Jan 20	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Jan 18	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jan 17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[alphaomega16]

You are welcome, regarding the TBB graph when you click "Share live graph" I find it works easier to right click the image instead of copying any of the links and clicking copy link address, you click "share live graph" (Under the monitor you created) rather than the one you see as it usually contains your IP address but the shared image is just random numbers.

I can see by what you have posted what I feared is true you have updated firmware that for some reason is hiding any errors from showing as you can see from your network log indicating quite a few T3 timeouts but none are show on the posted info.

VM have really screwed the pooch on this latest software update to the hubs.

[Client62]

What one can see that is super curious is 2262ms of Latency and 1066ms of Jitter.

Two seconds of Latency and one second of Jitter - You can not be serious !

[Tudor]

Nothing wrong with the stats, need the TBM.

[legacy1]

Test in modem mode without a router

[Zoie_P]

Hi @Izana, 

Thank you for your post and welcome to our forums 👋

I am sorry you are having some issues. We are unable to test anything from our end as you are in modem mode. Please come out of this as advised by @legacy1 so we can take a look at this for you.

Zoie