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Simonknight
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Packet loss for several hours per day

Hi all,

We have been experiencing internet issues for around 2 weeks now, I spoke to Virgin on the phone initially a week or so ago, they informed me that there are problems in the area that are due to be fixed on 14/06, we received a text saying the work had been done, however, we still had the issue, it seemed there was still work going on so I left it for a few days, come yesterday we were still having issues, I called Virgin and let them know of the issues we are having, they confirmed there is no ongoing work in the area, and then refused that we had any problems and could not help us.

This was after sending in a screenshot showing 9% packet loss when pinging Google's DNS. I have set up a BQM, (Live BQM) as you can see we lost packets in the middle of the night, no one was using the internet at this time,  we also started losing them from 11:45 am today for a short while. I'm not sure why the red solid box happened, the internet was working at that time, I had to restart the router for the pings to start coming through again. It also seems when the packets are being lost, we sometimes keep an OK download speed but our upload goes to around 0.10 Mb/s. 


Here are some of the router specs.

Downstream bonded channels

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

1419000000-240256 qam36
2267000000043256 qam17
3275000000043256 qam18
4283000000040256 qam19
5291000000-0.240256 qam20
6299000000-0.240256 qam21
7307000000-0.440256 qam22
8315000000-0.540256 qam23
9323000000-0.740256 qam24
10331000000-0.740256 qam25
11339000000-1.240256 qam26
12347000000-140256 qam27
13355000000-140256 qam28
14363000000-1.240256 qam29
15371000000-1.240256 qam30
16379000000-1.540256 qam31
17387000000-1.540256 qam32
18395000000-1.543256 qam33
19403000000-1.540256 qam34
20411000000-1.540256 qam35
21427000000-243256 qam37
22435000000-2.540256 qam38
23443000000-2.440256 qam39
24451000000-2.540256 qam40



Downstream bonded channels

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

1Locked40.920
2Locked43.350
3Locked43.350
4Locked40.350
5Locked40.9100
6Locked40.940
7Locked40.950
8Locked40.960
9Locked40.340
10Locked40.950
11Locked40.900
12Locked40.940
13Locked40.950
14Locked40.960
15Locked40.940
16Locked40.3100
17Locked40.960
18Locked43.33315
19Locked40.340
20Locked40.940
21Locked43.350
22Locked40.9140
23Locked40.950
24Locked40.940



Upstream bonded channels

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

13260000041.8512064 qam5
23940000042.3512064 qam4
34620000042.8512064 qam3
45370000044.3512064 qam2



Upstream bonded channels (There are usually T3 timeouts here spread across the channels) 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I hope someone can help me dig deeper into this or be able to convey the message to Virgin better. 

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Simonknight
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Re: Packet loss for several hours per day

Time Priority Description

18/06/2021 11:34:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 11:33:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:48:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:02:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 08:02:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**CM-QOS=1.1;CM-VER=3.0;
18/06/2021 07:47:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:15:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:15:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:14:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:14:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:13:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:13:33criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:12:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:12:7criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:11:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:11:17criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:10:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:10:29criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2021 03:09:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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lotharmat
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Re: Packet loss for several hours per day

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



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Simonknight
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Re: Packet loss for several hours per day

Hi,

 

Thank you for the reply! When I called that number yesterday it said there was no maintenance in the area, however there was a message that explains the issues that happened around midday today, hopefully this fixes the issues I was having prior, only time will tell! 

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lotharmat
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Re: Packet loss for several hours per day

Keep us posted - The BQM made me think it was an area issue as hub levels looked Ok!



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Simonknight
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Re: Packet loss for several hours per day

Had an uninterrupted evening yesterday, unfortunately I woke up to this:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e11105f48910b30fb3530e8fe7d01e419f359565

 

I can confirm the packet loss on BQM translates to real world usage right now. I called the service down number again, it has the same message as yesterday, that they will be done by 12:50pm, if the message was taken off and put back on or just left on there is anyone's guess at this point. 

 

I'm not really sure where to go or what to look at next...  

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Steven_L
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Re: Packet loss for several hours per day

Hey @Simonknight,

 

Welcome to the community and thanks for taking the time to get in touch with us here.

 

I'm sorry to hear of the issues that you're having at the moment, I have been able to locate your account via your community profile and can see that there are SNR issues in your local area that would be causing the problems that you're having at the moment.

 

This fault has an estimated fix time of 1pm on Thursday 24th June.

 

Regards,

Steven_L

Simonknight
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Re: Packet loss for several hours per day

Hey Steven,

Thank you for the reply and clarifying the issue, hopefully, after 24th June the goalposts don't keep moving as they have been!



Cheers,
Simon


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Akua_A
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Re: Packet loss for several hours per day

We can understand the frustration caused by the changing deadline @Simonknight.

 

Some faults appear rather complex hence the extension in estimated fix time. 

 

I have accessed your account and I can see the deadline still remains for 24 JUN 2021 12:50.

 

Please let us know if the issues persist after that and we will do our best to assist.

 

Thanks,

Akua_A
Forum Team



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