Packet loss / drop outs

[FBW]

Recently (around a week and a half ago) I've been having issues with my internet. I've had a look at a few posts in the forum, but I'm afraid I've run into no luck.

I've got the SH3 in Modem mode, and have for over 2 years without issues.

PROBLEM
When gaming, or Zooming, or doing anything that really requires a real-time connection I experience a temporary loss of service. Everything freezes and it takes 15 seconds or so (sometimes longer) to return back.

There have been no devices that have been added to my home, nor has there been any patterns of usage.

I have tried rebooting the router. Tried a pin-hole reset and still no luck.

I have also tried an Ethernet cable to rule out wifi.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	330750000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

[FBW]

Downstream bonded channels

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

1	330750000	5.3	38	256 qam	25
2	234750000	4.5	38	256 qam	13
3	242750000	4.4	38	256 qam	14
4	250750000	4.8	38	256 qam	15
5	258750000	5.3	38	256 qam	16
6	266750000	5.3	38	256 qam	17
7	274750000	5.4	38	256 qam	18
8	282750000	5	40	256 qam	19
9	290750000	5.4	38	256 qam	20
10	298750000	5.1	38	256 qam	21
11	306750000	5.1	40	256 qam	22
12	314750000	5.1	38	256 qam	23
13	322750000	5	38	256 qam	24
14	338750000	5.5	38	256 qam	26
15	346750000	5.5	38	256 qam	27
16	354750000	5.3	40	256 qam	28
17	362750000	4.8	38	256 qam	29
18	370750000	4.4	38	256 qam	30
19	378750000	4.1	38	256 qam	31
20	386750000	3.9	38	256 qam	32
21	394750000	3.9	38	256 qam	34
22	402750000	3.7	38	256 qam	35
23	410750000	3.7	38	256 qam	36
24	418750000	3.4	38	256 qam	37

Downstream bonded channels

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

1	Locked	38.9	13	0
2	Locked	38.9	65	0
3	Locked	38.9	42	0
4	Locked	38.9	26	0
5	Locked	38.9	14	0
6	Locked	38.9	17	0
7	Locked	38.9	19	0
8	Locked	40.3	16	0
9	Locked	38.9	7	0
10	Locked	38.6	10	0
11	Locked	40.3	12	0
12	Locked	38.9	15	0
13	Locked	38.6	11	0
14	Locked	38.9	13	0
15	Locked	38.9	8	0
16	Locked	40.3	14	0
17	Locked	38.9	20	0
18	Locked	38.6	24	0
19	Locked	38.9	26	0
20	Locked	38.9	21	0
21	Locked	38.9	9	0
22	Locked	38.9	10	0
23	Locked	38.9	18	0
24	Locked	38.9	18	0

Upstream bonded channels

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

1	32600000	38.5	5120	64 qam	5
2	46200000	39	5120	64 qam	3
3	39400000	38.8	5120	64 qam	4
4	25800005	38.3	5120	64 qam	6

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

[FBW]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	783218
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	783217
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

12/07/2021 10:23:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2021 05:06:55	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/07/2021 16:53:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 05:06:54	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 18:36:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 17:06:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 21:43:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2021 13:39:25	Warning!	TEK Invalid - Invalid Key Sequence Number;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 22:09:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 05:06:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 21:10:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 17:06:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 16:55:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 05:06:53	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 04:47:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2021 17:06:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 12:56:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/06/2021 05:06:51	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2021 04:28:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[FBW]

This is my BQM (Only started it a few hours ago and this one should be live)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c7849cfabcc3762db1bc109b1362aaf49...

[sophist]

the BQM is odd. the spikes are very evenly spaced, like there's a scheduled task running every xx minutes that is maybe saturating your upload capacity (and thereby causing hte symptoms you describe..)

The power levels etc. all look fine.

i know you say you haven't added any new devices since the issue started, but is it possible that you/someone in the household has installed some new software that is uploading some data every xx minutes?

[FBW]

Interesting point.

I'm testing with only one device connected which is the PC I am messaging from. I know 100% that this PC is not always on, and is not configured with any scripts to trigger uploading of any kind.

[sophist]

---

@FBW wrote:
Interesting point.

I'm testing with only one device connected which is the PC I am messaging from. I know 100% that this PC is not always on, and is not configured with any scripts to trigger uploading of any kind.

---

this is a sensible way to test - if everything is OK with just the PC connected, add another device and keep adding them back until you see symptoms again… or conversely, see if you have still have the symptoms with just the PC connected, if you do - disconnect the PC and see if they persist… etc..

[FBW]

My problem might have been fixed based on the testing method suggested. Will keep monitoring and updating. I found no issues in router mode aside from the lack of speed 😞 (Reason I went in modem mode in the first place)

I've switched back and it seems like it's all okay for now...

[sophist]

---

@FBW wrote:

My problem might have been fixed based on the testing method suggested. Will keep monitoring and updating. I found no issues in router mode aside from the lack of speed 😞 (Reason I went in modem mode in the first place)

I've switched back and it seems like it's all okay for now...

---

do come back and let us know what it was if everything remains stable (helps when others are experiencing similar issues :))