Packet loss and high downstream power

[rolandjp]

This whole month I have been getting high ping and a whole lot of packet loss. 

Todays thinkbroadband graph:

And example of a few days within the month where I have been getting the same issue:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1e2b964411f9f518d35ff0f9e05700056d...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/df46456d54e51663921cb70a774f4947a9...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4866ba01bf7c2e41169e1c35c9b5ec0f89...

Router Status:

Downstream bonded channels

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

1	330750000	13.1	38	256 qam	25
2	202750000	14.8	38	256 qam	9
3	210750000	14.4	38	256 qam	10
4	218750000	13.6	38	256 qam	11
5	226750000	13.8	38	256 qam	12
6	234750000	13.5	38	256 qam	13
7	242750000	13.5	38	256 qam	14
8	250750000	13	38	256 qam	15
9	258750000	13	38	256 qam	16
10	266750000	12.5	38	256 qam	17
11	274750000	13	38	256 qam	18
12	282750000	13.4	38	256 qam	19
13	290750000	13.6	38	256 qam	20
14	298750000	13.4	38	256 qam	21
15	306750000	13.9	38	256 qam	22
16	314750000	12.6	38	256 qam	23
17	322750000	13	38	256 qam	24
18	338750000	12.8	38	256 qam	26
19	346750000	13.1	37	256 qam	27
20	354750000	13.9	38	256 qam	28
21	362750000	13.6	38	256 qam	29
22	370750000	13.3	38	256 qam	30
23	378750000	12.6	37	256 qam	31
24	386750000	12.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	30	0
2	Locked	38.6	14	0
3	Locked	38.6	15	0
4	Locked	38.6	15	0
5	Locked	38.9	6	0
6	Locked	38.9	20	0
7	Locked	38.6	12	0
8	Locked	38.6	14	0
9	Locked	38.6	24	0
10	Locked	38.6	12	0
11	Locked	38.6	28	0
12	Locked	38.6	25	0
13	Locked	38.6	20	0
14	Locked	38.6	26	0
15	Locked	38.6	27	0
16	Locked	38.6	17	0
17	Locked	38.9	30	0
18	Locked	38.6	35	0
19	Locked	37.3	56	0
20	Locked	38.9	51	0
21	Locked	38.6	52	0
22	Locked	38.6	42	0
23	Locked	37.6	49	0
24	Locked	37.6	53	0

Upstream bonded channels

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

1	60300000	37.5	5120	64 qam	1
2	39400000	36	5120	64 qam	4
3	46200000	37.5	5120	64 qam	3
4	53700000	37.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	9	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	4	0

[rolandjp]

Network Log

Time Priority Description

29/07/2021 15:28:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 15:28:9	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 15:04:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 15:04:13	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:30:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:30:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:29:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:29:35	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:29:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:29:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:28:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:28:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:26:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:26:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:26:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:26:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:24:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:24:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:23:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2021 14:23:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Your down power levels are all way too high. The recommended max is +10dBmV.

Is there a silver attenuator that is missing on the coax cable - i.e. may have been removed and not put back in?

If not you will need a Tech visit to fit one or alter the levels in the street cab.

Call it in to report the issue - or a VM person will respond here in a day or so

[rolandjp]

From the looks of it, I don't see any silver attenuator? Not sure, but I'll say that the wall socket splitter that the coax cable goes to is 12+yrs or so old so haven't really been maintained or anything. Only times when we removed the coax cable were rearranging furniture and that's once every few years.

[jbrennand]

All you can really try while waiting then is, switch the Hub off for 5 minutes AND unplug it from the mains.

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.

Then switch it on again and leave 5 minutes and see if anything changes - unlikely but worth a shot

[Tudor]

With high power levels like that it is usually caused by the wrong tap in the street cabinet. Effectively you are getting a too good a signal, often people get a low signal level and this can certainly be caused by loose or bad connections, but not in your case. It’s possible that a technician working on the street cabinet moved you to another tap. I have the reverse problem to you, in that I’m the furthest house away from the street cabinet so I need to be on a tap with a high signal level. Three times technicians working on the cabinet have moved me to a low power tap and my service has become terrible. Now every time I see a VM van in the road I check my connection!

[rolandjp]

Okay, I'll wait a day or two maybe an employee on the forum can arrange an engineer visit otherwise I'll ring them up. My downstream power levels have always been this high (every time I checked router status) for the past 1-2 years but never thought it would be too much of an issue because sometimes the problems I've been having fixes itself. Although does come back from time to time, and every single time I'm back to the forums complaining x)

[Serena_C]

Hi @rolandjp

Welcome back to our Community Help Forum 🙂

Thank you for making this post regarding the packet loss and high downstream power levels you are currently experiencing, I'm sorry for the disruption this has made on your connection.

I'd like to take a look at your account and investigate this further. I was unable to locate your account from the email address provided on here, so I will send you a private message now to obtain the details required.

Please look out for the purple envelope in the top right corner.

Best wishes,

Serena