Packet Loss

[greagsby]

Hi,

Recently after 20 years of never having an issue started to get packet loss, disconnecting every few minutes from meetings, games etc. Will only drop for about 10 seconds but every few minutes can get extremely frustrating. 

Had an engineer round today, she confirmed low power levels at the trench(?) and installed some kind of powered splitter outside and a powered booster inside next to the hub. She has said itll take 24 hours for it to sort itself out....

The packet loss is now worse, with more loss which I've been motoring using Think broadband as shown below. You can see the engineer visit and me attempting a restart later to resolve the issues.

Think Broadband Graph 

Here are the latest Warning messages from the HUB incase it helps.

10/02/2022 14:21:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 14:11:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 14:10:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2022 14:08:44	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Here are the power levels if this helps.(Wasnt sure what information was required)

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

1	291000000	-0.7	40	256 qam	20
2	139000000	-1	33	256 qam	1
3	147000000	-0.7	31	256 qam	2
4	155000000	-0.4	35	256 qam	3
5	163000000	-1.2	37	256 qam	4
6	171000000	-0.5	36	256 qam	5
7	179000000	-0.9	37	256 qam	6
8	187000000	-1.7	38	256 qam	7
9	195000000	-1.4	38	256 qam	8
10	203000000	-1.2	38	256 qam	9
11	211000000	-1.9	38	256 qam	10
12	219000000	-1.5	34	256 qam	11
13	227000000	-0.9	35	256 qam	12
14	235000000	-1.5	38	256 qam	13
15	243000000	-1.7	40	256 qam	14
16	251000000	-1.5	40	256 qam	15
17	259000000	-1.5	40	256 qam	16
18	267000000	-1.2	40	256 qam	17
19	275000000	-0.7	40	256 qam	18
20	283000000	-0.9	40	256 qam	19
21	299000000	0	38	256 qam	21
22	307000000	0	40	256 qam	22
23	315000000	0	40	256 qam	23
24	323000000	-0.4	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	33.7	27901107	0
3	Locked	31.9	88817927	2623488
4	Locked	35.7	24241	0
5	Locked	37.6	227	0
6	Locked	36.3	811	0
7	Locked	37.6	106	0
8	Locked	38.6	19	0
9	Locked	38.9	1755	0
10	Locked	38.9	43963	0
11	Locked	38.9	89976	0
12	Locked	34.4	1046	0
13	Locked	35.7	51	0
14	Locked	38.6	47	0
15	Locked	40.3	14	0
16	Locked	40.3	10	0
17	Locked	40.3	25	0
18	Locked	40.3	22	0
19	Locked	40.3	22	0
20	Locked	40.3	16	0
21	Locked	38.9	8	0
22	Locked	40.3	8	0
23	Locked	40.3	8	0
24	Locked	40.3	1	0

Upstream bonded channels

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

1	60300000	49.8	5120	64 qam	1
2	46200000	46.5	5120	32 qam	3
3	53700000	48	5120	64 qam	2
4	39400209	45.8	5120	64 qam	7

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

Any advice on this would be appreciated. 

[greagsby]

Latest Error Report.

11/02/2022 08:07:2	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2022 08:05:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2022 07:35:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2022 07:35:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Latest Downstream 

Downstream bonded channels

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

1	Locked	33.3	877500275	7846
2	Locked	31.6	1870521182	246958817
3	Locked	35.7	10184165	214
4	Locked	37.3	18503	259
5	Locked	36.6	15340	2547
6	Locked	37.6	7577	144
7	Locked	37.6	2201	94
8	Locked	38.6	17911	99
9	Locked	38.6	545800	18
10	Locked	38.6	1332664	21
11	Locked	34.9	50504	136
12	Locked	36.6	985	31
13	Locked	38.9	732	43
14	Locked	40.3	275	0
15	Locked	40.3	242	1
16	Locked	40.3	195	0
17	Locked	38.9	182	0
18	Locked	40.3	126	0
19	Locked	40.3	127	0
20	Locked	40.3	157	0
21	Locked	38.6	240	0
22	Locked	40.9	180	0
23	Locked	40.3	300	0
24	Locked	40.3	162	0

[jbrennand]

Thats dreadful. Looks like a bad connection and noise ingress from somewhere... Can you do this and then see if it stabilises - if not VM will need to take a look.
_______________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and any T3 ones) you have a problem (noise) that only a Tech visit will sort.
___________________
Also... If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[greagsby]

Looks like im rolling the dice for another engineer to come in a weeks time. Hopefully they dont just say "your power levels are good now" and walk out. 

3 Weeks without internet really does suck. 

[Ayisha_B]

Hi @greagsby,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with your service. I have taken a look at our systems and can see there is an open work order for another engineer visit. Do keep us posted. 

[greagsby]

(The engineer who has visited has worked extremely hard and a props to her for trying to resolve this issue. This has nothing against her.)

So its now been close to a month since the issues started. First Visit by an engineer installed a powered splitter and booster. This ended up cutting off my landline for two weeks and making the internet unusable.

Second visit, same engineer, "Problem is in the network."

Network team fixed the issue two days after the engineer visit. I was then back to square one. Exactly the same issues and problems i was having when i first report the issue. Internet cutting out every few minutes.

I have attempted one last time to get this sorted, I've been advised they are now changing the router as its from 2018... To do this requires another engineer visit in order to switch the router (and insane waste of money/truck roll but if thats what you want to do so be it.) Below I have attached some pictures to show this all.

10th, before the first visit and after first visit.

Second visit, same engineer, network team advised.

This is today the 26th. Internet is dropping out every few seconds, nothing loads and when it does the internet cuts off.

This is no offence to the engineers that have visited and i fully appreciate they are trying to resolve the issue. However having a month worth of no useable internet, a broken landline for two weeks isn't acceptable. To top this off after ringing one final time to ask if anything else can be done and the suggestion of an engineer visit with a router, I was told I cant talk to a complaints department as the issue still hasn't been resolved. So as far as I'm aware if this issue continues they will never transfer me to the complaints side. Interesting conversation to say the least. 

Anyway thats my rant / complaint seeing as I'm not allowed to be transferred to that department and the latest update. 

If this router doesn't magically fix my internet, I shall wave goodbye from my £100 a month bill and switch. 

 

[greagsby]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	203000000	-1.5	38	256 qam	9
2	211000000	-1.2	38	256 qam	10
3	219000000	-1.2	37	256 qam	11
4	227000000	-1.5	36	256 qam	12
5	235000000	-2.7	38	256 qam	13
6	243000000	-1.7	40	256 qam	14
7	251000000	-2.2	38	256 qam	15
8	259000000	-2.5	38	256 qam	16
9	267000000	-1.5	40	256 qam	17
10	275000000	-1.7	40	256 qam	18
11	283000000	-1.7	40	256 qam	19
12	291000000	-1.5	40	256 qam	20
13	299000000	-1.5	38	256 qam	21
14	307000000	-0.7	38	256 qam	22
15	315000000	-0.5	40	256 qam	23
16	323000000	-0.5	40	256 qam	24
17	331000000	-0.5	40	256 qam	25
18	339000000	-0.7	40	256 qam	26
19	347000000	-1.4	40	256 qam	27
20	355000000	-1.5	40	256 qam	28
21	363000000	-2	40	256 qam	29
22	371000000	-2.4	38	256 qam	30
23	379000000	-2	40	256 qam	31
24	387000000	-2.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	140206	2
2	Locked	38.9	211411	11
3	Locked	37.3	116	19
4	Locked	36.6	174	16
5	Locked	38.9	106	25
6	Locked	40.3	112	9
7	Locked	38.9	99	0
8	Locked	38.6	113	2
9	Locked	40.3	42	0
10	Locked	40.3	27	0
11	Locked	40.3	17	0
12	Locked	40.3	68	0
13	Locked	38.6	83	0
14	Locked	38.9	559	0
15	Locked	40.3	182	3
16	Locked	40.3	26	0
17	Locked	40.3	24	0
18	Locked	40.3	26	0
19	Locked	40.3	20	0
20	Locked	40.3	32	0
21	Locked	40.3	36	0
22	Locked	38.6	23	0
23	Locked	40.3	31	0
24	Locked	40.3	22	0

Upstream bonded channels

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

1	60300000	47.8	5120	64 qam	1
2	46200000	44.3	5120	16 qam	3
3	53700000	46	5120	64 qam	2
4	39400000	43.5	5120	64 qam	7

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

[Travis_M]

Hi @greagsby 

Thanks for posting on our community forum

How has your connection been since the last reply on Saturday?

Regards

[greagsby]

Hi thank you for the reply.

It's been awful however the engineer has now replaced the hub and has potentially found a high loss cable between my house and the first point in the network. He's been great and has covered all basis.

Hopefully he will get that all booked in and that'll be this sega ended. 

[Serena_C]

Hi @greagsby

Thanks for coming back to us with an update, I'm sorry to hear your connection has been awful. I apologise for the frustration this has caused. I've taken a look at our systems and can see the special request was raised and completed. How is your connection for you now?

Best wishes,

Serena