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Shonour
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Packet Loss

Hi All, 

Last few days have noticed lag in video games and in my remote working. Below is a ping from CMD to 8.8.8.8.

Reply from 8.8.8.8: bytes=32 time=25ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116
Reply from 8.8.8.8: bytes=32 time=29ms TTL=116
Reply from 8.8.8.8: bytes=32 time=33ms TTL=116
Reply from 8.8.8.8: bytes=32 time=149ms TTL=116
Reply from 8.8.8.8: bytes=32 time=28ms TTL=116
Reply from 8.8.8.8: bytes=32 time=13ms TTL=116

Reply from 8.8.8.8: bytes=32 time=12ms TTL=116
Reply from 8.8.8.8: bytes=32 time=362ms TTL=116
Reply from 8.8.8.8: bytes=32 time=18ms TTL=116
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=116
Reply from 8.8.8.8: bytes=32 time=88ms TTL=116
Reply from 8.8.8.8: bytes=32 time=101ms TTL=116
Reply from 8.8.8.8: bytes=32 time=51ms TTL=116
Reply from 8.8.8.8: bytes=32 time=14ms TTL=116

As you can see its unstable, every now and then it suddenly rockets up to 149 and higher random periods of time. Sometimes its a for a moment like above. Other times ( like the second chunk, it will have a number of drops sometimes timing out.

Im also seeing similar on the ping at the router:
PING 8.8.8.8 (8.8.8.8): 64 data bytes
72 bytes from 8.8.8.8: seq=0 ttl=117 time=60.000 ms
72 bytes from 8.8.8.8: seq=1 ttl=117 time=30.000 ms
72 bytes from 8.8.8.8: seq=2 ttl=117 time=20.000 ms
72 bytes from 8.8.8.8: seq=3 ttl=117 time=10.000 ms
72 bytes from 8.8.8.8: seq=4 ttl=117 time=20.000 ms
72 bytes from 8.8.8.8: seq=5 ttl=117 time=10.000 ms
72 bytes from 8.8.8.8: seq=6 ttl=117 time=8910.000 ms
--- 8.8.8.8 ping statistics ---
10 packets transmitted, 7 packets received, 30% packet loss
round-trip min/avg/max = 10.000/1294.285/8910.000 ms

Is there anything i should do to fix this? It feels like this could be a hardware issue.

This is a computer that is ethernet connected to the router for reference.

Thanks for any and all help.

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jbrennand
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Re: Packet Loss

If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Shonour
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Re: Packet Loss

Thank you, i have set this up and have been monitoring for some of the day. 

Please find below a Link to it. Its already showing fluctuations in the average bandwidth and some dropped packets. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3ce5b1fcf1eeff9a2e7f90978aa0d12ea78f9a51

This appears to show that the issues are between the isp and the router it would seem. 

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jbrennand
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Re: Packet Loss

BQM is worrying. Lets see the connection details - do this...
_____________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Shonour
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Re: Packet Loss

Hi, Thank you for your reply. 

Downstream bonded channels

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

1227000000438256 qam12
21870000004.938256 qam7
31950000004.638256 qam8
42030000004.338256 qam9
52110000004.338256 qam10
6219000000438256 qam11
72350000003.738256 qam13
82430000003.538256 qam14
92510000003.538256 qam15
102590000003.738256 qam16
11267000000438256 qam17
12275000000438256 qam18
13283000000438256 qam19
142910000004.338256 qam20
152990000004.638256 qam21
163070000004.538256 qam22
173150000004.338256 qam23
183230000004.338256 qam24
19443000000338256 qam25
204510000002.938256 qam26
214590000003.238256 qam27
22467000000338256 qam28
234750000002.738256 qam29
244830000002.738256 qam30



Downstream bonded channels

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

1Locked38.650
2Locked38.650
3Locked38.960
4Locked38.650
5Locked38.660
6Locked38.650
7Locked38.950
8Locked38.640
9Locked38.970
10Locked38.970
11Locked38.960
12Locked38.660
13Locked38.640
14Locked38.640
15Locked38.670
16Locked38.640
17Locked38.660
18Locked38.6120
19Locked38.950
20Locked38.940
21Locked38.940
22Locked38.960
23Locked38.960
24Locked38.910

 

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Shonour
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Re: Packet Loss

Exceeded character limit:

Upstream bonded channels

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

16030001740512064 qam1
23940000039512064 qam4
34619999139512064 qam3
45370001438.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

07/02/2021 11:37:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 11:37:21Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 11:35:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 11:35:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 11:22:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 19:36:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 13:51:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 13:47:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 01:02:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 00:51:43noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 21:49:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 21:28:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 21:21:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 03:54:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 22:02:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 20:58:38noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/02/2021 20:58:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 13:29:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 08:58:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 08:58:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Please find above the information asked for. Also be aware that i have since been in contact with Virgin's most unhelpful automated help line which adviced me to turn off and on my router (which i had already done serveral times) and to factory rest the hub using the pin in the back. If this affected the above data i can give it 24 hours and give fresh logs. I have also reseated all cables on the router to ensure that this isn't the issue.

Thank you again for your persistance in looking into this. 

Steffan

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jbrennand
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Re: Packet Loss

Usually (not sure on a Sunday mind) if you call back within ~5 minutes of going through the automated cycle of events - then the system "knows" this is your second call and assumes that hasn't helped and out you into the queue for an agent.

BTW all those stats look ok - parking the BQM for now - are all you connections on wifi or are you seeing the same issues at those times when on an ethernet cable connected device?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Shonour
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Re: Packet Loss

Thats a good trick to know just in case. In the end i went via their online service which has now asked me to wait 24hours after it gave me some instructions. The plus side is that it appears to have measured the issue. . 

I have noticed this on my pc which is wire connected. Don't have other devices that i use in the same way so harder to tell if they are being affected, i can start to run a ping to google servers on an old laptop, wired in, to see if that shows the same issue. Will return with results.

Steffan

 

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Shonour
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Re: Packet Loss

Looks like we have a similar ping pattern on the laptop as well:

wired:
Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=16ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=21ms TTL=117
Reply from 8.8.8.8: bytes=32 time=45ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=36ms TTL=117
Reply from 8.8.8.8: bytes=32 time=66ms TTL=117
Reply from 8.8.8.8: bytes=32 time=60ms TTL=117
Reply from 8.8.8.8: bytes=32 time=35ms TTL=117
Reply from 8.8.8.8: bytes=32 time=18ms TTL=117
Reply from 8.8.8.8: bytes=32 time=15ms TTL=117
Reply from 8.8.8.8: bytes=32 time=117ms TTL=117
Reply from 8.8.8.8: bytes=32 time=45ms TTL=117
Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=19ms TTL=117
Request timed out.
Reply from 8.8.8.8: bytes=32 time=159ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
Reply from 8.8.8.8: bytes=32 time=14ms TTL=117
Reply from 8.8.8.8: bytes=32 time=20ms TTL=117

Cheers

Steffan

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