Packet Loss since free speed upgrade

[HergestPhil]

I received a message this morning that I had received a free upgrade from 200mbps to 250mbps.  I have rebooted my Hub 3, and performed a test, and I am getting 274mbps - great!

However, I also seem to be getting persistent packet loss, of up to 0.3%.  I don't think I had any packet loss before the upgrade, certainly everything felt smooth.

I used Sam Knows Real, to test the connection.

I have tried to set up a BQM (https://www.thinkbroadband.com/broadband/monitoring/quality), but I can't get my Hub 3 to accept ping requests (can't find any option to enable ICMP/WAN ping).

Is there any way to enabling ping requests so I can capture evidence of the connection issue over a period of time?

[HergestPhil]

Seems I am getting some Downstream Pre RS Errors.

My HUB3 Router Status:

Downstream bonded channels

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

1	299000000	4	37	256 qam	21
2	139000000	6.5	37	256 qam	1
3	147000000	6.5	38	256 qam	2
4	155000000	6.5	38	256 qam	3
5	163000000	6.4	38	256 qam	4
6	171000000	6.4	38	256 qam	5
7	179000000	6.3	38	256 qam	6
8	187000000	6.5	38	256 qam	7
9	195000000	6	38	256 qam	8
10	203000000	5.6	38	256 qam	9
11	211000000	5.6	38	256 qam	10
12	219000000	5.5	38	256 qam	11
13	227000000	5.5	38	256 qam	12
14	235000000	5.3	38	256 qam	13
15	243000000	5.1	38	256 qam	14
16	251000000	4.8	38	256 qam	15
17	259000000	4.4	38	256 qam	16
18	267000000	4.1	38	256 qam	17
19	275000000	4.3	38	256 qam	18
20	283000000	4.3	38	256 qam	19
21	291000000	4.1	37	256 qam	20
22	307000000	3.7	38	256 qam	22
23	315000000	3.5	38	256 qam	23
24	323000000	3.4	37	256 qam	24

Downstream bonded channels

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

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

Upstream bonded channels

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

1	23600000	40	5120	64 qam	5
2	49600000	42	5120	64 qam	1
3	43100000	41.5	5120	64 qam	2
4	30100000	40.5	5120	64 qam	4
5	36600000	41	5120	64 qam	3

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
5	ATDMA	0	0	0	0

[jbrennand]

I dont have a Hub3 - but it should be somewhere like

... Advanced Settings > Advanced > Ping > Respond to ICMP echo requests sent to WAN IP

[HergestPhil]

No, I've been all through the options.  I think there used to be an option, but a firmware update removed it.  I've even tried to temporarily disable the Firewall setting, but can't seem to ping my public IP address.

[wedgie2000]

Similar for me. I had the speed increase a week ago and now getting some package loss when I had none before. BQM is working ok on mine and showing a constant but small packet loss. SamKnows shows the increased up load speed now seems to fail on the metrics most times I've run it. I'm also getting a reduced upload speed - down from around 20Mbp to 4mbp.

I haven't spoken to Virgin as yet but plan to call them over the next few days.

Interested to hear if others are experiencing similar.

[HergestPhil]

Although I can't ping my IP address from various on-line network tools pages, it seems BQM is working for me, it just took a few hours to show up.

Hardly any packet loss showing on the graph (2pm was probably when I rebooted the router).  I have seen Pre RS errors clocking up slowly (10-30 on every channel over a few hours), and a small number of Post RS errors on a small number of channels.  Not significant enough to show up on the graph.  But Sam Knows is showing 0.1 - 0.3% packet loss every time I run the test.

Latency seems to vary quite a bit.  How does this compare to someone considered to have a good connection?  I think i would expect to see significantly less yellow.

[Paul_DN]

Hi HergestPhil,

Thank you for reaching out to us in our Community and welcome, sorry to see you have been facing packet loss since you were upgraded, I was able to locate you on our system with the details we have for you and I have run further diagnostics our end, please can you perform a Pin Hole Reset, once done please allow 15 Minutes to settle.

Regards

Paul.

[HergestPhil]

I don't see what a factory reset of the hub will achieve.  The settings are all the same, not corrupt.  I've got a stable connection, can download at the expected rate, just concerned that the Sam Knows Real Speed test is reporting some packet loss, and there are some Pre RS Errors and a small number of Post RS Errors.  I've done a power-off restart of the Hub.

What's the point of the factory reset?  I'd only have to go through and reconfigure everything the same again.