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Packet loss for months

lewis2827
Joining in

Hello,

Since the 7th of December last year I have an issue where every night from about 20:30-23:00 my virgin connection experiences 10-20% packet loss. I have reported this since December and had one engineer replace the Hub 4 with a new Hub 4 and on Friday a Hub 5. Prior to this my connection was working fine when looking back at 6 months of BQM data.

Normally, I use modem mode with my own pFsense router, however to rule out my own equipment I have tested for multiple days on each hub change with only the virgin router, even with 0 devices connected the exact same problem persists. To note, while using the Pfsense router I can see that there is no high traffic usage and have tested this with 0 devices connected, I had also seen the issue, changed to only the virgin router in router mode and it persisted, albeit on a new public IPv4 address.

Now I am certain that there is an issue on the virgin side, however, even the engineers visiting had no mechanism to raise this problem with the virgin network and due to the limitations of OfCom as this is not 100% offline no reimbursements have been made.

There are a couple of exceptions to this behaviour, there are a handful of days where instead of stopping at 23:00 the issue continued until 23:00 the next day, this is also occurring right now. Some examples:

lewis2827_2-1674996759451.png

lewis2827_3-1674996786502.png

 

As a last-stitch effort to have this finally resolved I am making a post here in hopes that someone will actually look at the problem and move forward to resolve whatever issue is occurring on virgin's equipment/network.

Proof that the virgin tool recognizes the issue (I can repeat every single night during the problem):

lewis2827_0-1674996411320.png

Virgin router in router mode diagnostic test failing during the issue period (ignore wifi im using a wired connection..):

lewis2827_1-1674996480821.png

 

WinMTR over wired connection to cloudflare 1.1.1.1:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 585 | 585 | 0 | 0 | 0 | 0 |
| 10.53.39.53 - 9 | 437 | 399 | 5 | 10 | 39 | 9 |
|sgyl-core-2b-xe-804-0.network.virginmedia.net - 9 | 441 | 404 | 7 | 11 | 63 | 10 |
| No response from host - 100 | 118 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 118 | 0 | 0 | 0 | 0 | 0 |
| tcma-ic-2-ae9-0.network.virginmedia.net - 8 | 453 | 419 | 13 | 16 | 37 | 13 |
| 162.158.32.254 - 9 | 441 | 404 | 13 | 20 | 53 | 15 |
| 162.158.32.9 - 9 | 446 | 410 | 13 | 17 | 49 | 15 |
| one.one.one.one - 8 | 453 | 419 | 13 | 17 | 46 | 15 |
|________________________________________________|______|______|______|______|______|______|

8 REPLIES 8

lewis2827
Joining in

All diagnostics while in router mode:

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel(Hz)

163000000

Locked

Ranged Upstream Channel(Hz)

46200000

Ranged

Results

Success count

Failure count

Average response time (ms)

Minimum response time (ms)

Maximum response time (ms)

90

10

16.075

12.996

30.218

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

163000000

6.4

40

QAM 256

4

2

139000000

5.6

40

QAM 256

1

3

147000000

5.8

40

QAM 256

2

4

155000000

6.1

40

QAM 256

3

5

171000000

6.3

40

QAM 256

5

6

179000000

6.2

41

QAM 256

6

7

187000000

6.1

41

QAM 256

7

8

195000000

6.7

41

QAM 256

8

9

203000000

6.9

41

QAM 256

9

10

211000000

7

41

QAM 256

10

11

219000000

6.6

41

QAM 256

11

12

227000000

6.2

41

QAM 256

12

13

235000000

6.1

41

QAM 256

13

14

243000000

6.1

41

QAM 256

14

15

251000000

5.9

41

QAM 256

15

16

259000000

5.5

40

QAM 256

16

17

267000000

5.1

40

QAM 256

17

18

275000000

4.7

40

QAM 256

18

19

283000000

4.5

40

QAM 256

19

20

291000000

4.5

40

QAM 256

20

21

299000000

4.5

40

QAM 256

21

22

307000000

4.4

40

QAM 256

22

23

315000000

4.3

40

QAM 256

23

24

323000000

4.1

40

QAM 256

24

25

331000000

3.9

40

QAM 256

25

26

339000000

4.1

40

QAM 256

26

27

347000000

4.5

40

QAM 256

27

28

355000000

4.7

40

QAM 256

28

29

363000000

4.6

40

QAM 256

29

30

371000000

4.2

40

QAM 256

30

31

379000000

4.3

40

QAM 256

31

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40

0

0

2

Locked

40

0

0

3

Locked

40

0

0

4

Locked

40

0

0

5

Locked

40

0

0

6

Locked

41

0

0

7

Locked

41

0

0

8

Locked

41

0

0

9

Locked

41

0

0

10

Locked

41

0

0

11

Locked

41

0

0

12

Locked

41

0

0

13

Locked

41

0

0

14

Locked

41

0

0

15

Locked

41

0

0

16

Locked

40

0

0

17

Locked

40

0

0

18

Locked

40

0

0

19

Locked

40

0

0

20

Locked

40

0

0

21

Locked

40

0

0

22

Locked

40

0

0

23

Locked

40

0

0

24

Locked

40

0

0

25

Locked

40

0

0

26

Locked

40

0

0

27

Locked

40

0

0

28

Locked

40

0

0

29

Locked

40

0

0

30

Locked

40

0

0

31

Locked

40

0

0

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

0

46200000

35.3

5120

QAM 64

11

1

39400000

35

5120

QAM 64

12

2

32600000

34.8

5120

QAM 64

13

3

23600000

34.8

5120

QAM 64

14

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

0

ATDMA

0

1

0

0

1

ATDMA

0

1

0

0

2

ATDMA

0

1

0

0

3

ATDMA

0

1

4

0

 

 

Network Log

Time

Priority

Description

28-01-2023 23:24:25

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:22:01

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:21:59

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:21:59

warning

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:14:46

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:56

warning

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:56

critical

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:56

notice

REGISTRATION COMPLETE - Waiting for Operational status

28-01-2023 23:10:46

warning

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:46

warning

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:46

warning

Dynamic Range Window violation

28-01-2023 23:10:40

notice

DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:28

warning

DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:26

notice

Honoring MDD; IP provisioning mode = IPv4

28-01-2023 23:10:16

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 23:10:04

critical

Cable Modem Reboot via RG reboot command

28-01-2023 21:52:51

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 11:57:26

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 11:45:54

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

28-01-2023 11:45:37

critical

Cable Modem Reboot via RG reboot command

27-01-2023 16:50:21

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:31

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:16

critical

DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:15

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:08

critical

DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:07

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:39:04

critical

DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:38:55

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:38:46

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:38:42

critical

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

27-01-2023 16:38:29

critical

Cable Modem Reboot due to SW Upgrade

 

Just to note, the above logs show everything from the day the Hub5 was installed 4-5pm 27th.

jbrennand
Very Insightful Person
Very Insightful Person
What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date faults info. and also tells you of more local issues down to street cab/ postcode level.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hey, it states "It looks there aren't any issues affecting your area.." I can't recall if this service ever stated a problem in the past when i did call.

Hopefully a virgin rep sees this post since 3 engineers stated the line is fine and essentially done nothing, I very much suspect they arent checking during the problem period after 20:30...

lewis2827
Joining in
bump

Hi Lewis2827,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your broadband issue. 

I am happy to take a look into this for you. 

I will private message you now to confirm your details. 

^Martin

I am in pretty much same space as you, constantly dropping out connection. Network logs flooding with "SYNC Timing Synchronization failure - Loss of Sync". Is your issue resolved as still waiting on response from them? I have also posted to make them aware of my internet issue.

Hey Suraj_Gurung,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into your issues and can see that there is a fault in your area that has been logged under reference F010473215 and the estimated fix time and date for this is 9am tomorrow (14th February). 

Kind Regards,

Steven_L