Packet loss since 'essential works' in the area oct 10.

[omoss]

Area status says there are no problems in my area, and 0800 561 0061 says no issue as well. But I added a monitor to the internet when I last had problems a year ago and the images tell a different story.

Today

Today still

The day the works started (October 10)
Day the works started

We have done resets since, we have unplugged everything and left it, all the suggested default actions.

[jbrennand]

What effect is that BQM having on your online activities?

[omoss]

Hi, the monitor is not having any effect but the packet loss is. I am a streamer so this is a huge income loss for me as I lose a percentage of viewers every time their stream buffers, I have been unable to stream since it started.
I also can't play online games as I get huge lagspikes when these occur obviously. 
If this continues it won't be worth it for me to continue paying for this service as it's not fulfilling what I need it for.

[omoss]

Issues still persisting today.

[jbrennand]

Are you in normal router mode - or modem mode?

What devices do you have permanently plugged in to the Hub ?

Then lets see the connection data like 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) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in
just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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). If character limits are “exceeded” - just do two posts

[omoss]

We have two desktop PCs plugged in via ethernet. Normal mode

3.0 Downstream channels

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

25	330750000	10.1	40.4	QAM256	25
1	138750000	9.1	40.4	QAM256	1
2	146750000	9.1	40.4	QAM256	2
3	154750000	9.5	40.4	QAM256	3
4	162750000	9.4	40.4	QAM256	4
5	170750000	9.3	40.4	QAM256	5
6	178750000	9.4	40.4	QAM256	6
7	186750000	9.6	40.4	QAM256	7
8	194750000	9.7	40.4	QAM256	8
9	202750000	9.6	40.4	QAM256	9
10	210750000	9.7	40.4	QAM256	10
11	218750000	9.6	40.9	QAM256	11
12	226750000	9.6	40.4	QAM256	12
13	234750000	9.7	40.4	QAM256	13
14	242750000	10	40.4	QAM256	14
15	250750000	10	40.9	QAM256	15
16	258750000	10	40.4	QAM256	16
17	266750000	9.8	40.9	QAM256	17
18	274750000	9.2	40.4	QAM256	18
19	282750000	10	40.4	QAM256	19
20	290750000	10.3	40.4	QAM256	20
21	298750000	10.6	40.4	QAM256	21
22	306750000	10	40.4	QAM256	22
23	314750000	10	40.4	QAM256	23
24	322750000	9.8	40.9	QAM256	24
26	338750000	10.1	40.4	QAM256	26
27	346750000	9.8	40.9	QAM256	27
28	354750000	10	40.4	QAM256	28
29	362750000	10.2	40.4	QAM256	29
30	370750000	10.5	40.4	QAM256	30
31	378750000	10.3	40.9	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	16	0
3	Locked	40.366287	83164	0
4	Locked	40.366287	28	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0

Refresh data

3.0 Upstream channels

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

1

0

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

0

0

[omoss]

Network Log

Time Priority Description

Sun 25/09/2022 01:25:17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;
Wed 28/09/2022 13:25:17	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1;
Wed 28/09/2022 13:25:17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;
Thu 29/09/2022 07:07:10	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Fri 30/09/2022 16:09:26	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-VER=3.1;
Sun 02/10/2022 01:25:17	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1;
Sun 02/10/2022 01:25:17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;
Sun 02/10/2022 07:33:50	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Wed 05/10/2022 13:25:17	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1;
Wed 05/10/2022 13:25:17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;
Sun 09/10/2022 01:25:17	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-VER=3.1;
Sun 09/10/2022 01:25:17	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;
Sun 09/10/2022 03:32:39	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Mon 10/10/2022 08:50:44	5	Lost MDD Timeout;CM-VER=3.1;
Mon 10/10/2022 08:51:29	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-VER=3.1;
Mon 10/10/2022 08:55:14	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Mon 10/10/2022 08:56:50	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-VER=3.1;
Mon 10/10/2022 08:56:58	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-VER=3.1;
Mon 10/10/2022 08:56:58	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-VER=3.1;
Mon 10/10/2022 09:56:31	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-VER=3.1;
Mon 10/10/2022 09:56:59	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Mon 10/10/2022 09:57:59	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-VER=3.1;
Mon 10/10/2022 09:58:07	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-VER=3.1;
Thu 01/01/1970 00:02:46	3	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-VER=3.1;
Tue 11/10/2022 01:24:45	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-VER=3.1;
Tue 11/10/2022 01:24:55	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-VER=3.1;
Tue 11/10/2022 01:24:55	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-VER=3.1;
Tue 11/10/2022 10:39:27	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Wed 12/10/2022 02:20:04	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-VER=3.1;
Wed 12/10/2022 02:20:31	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Wed 12/10/2022 02:21:10	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-VER=3.1;
Wed 12/10/2022 02:21:18	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-VER=3.1;
Wed 12/10/2022 02:21:18	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-VER=3.1;
Thu 13/10/2022 04:35:05	3	No Ranging Response received - T3 time-out;CM-VER=3.1;
Fri 14/10/2022 01:53:40	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM--VER=3.1;
Fri 14/10/2022 01:53:40	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-VER=3.1;

[jbrennand]

Those down power levels are all very high. Where is the upstream data?

Can you do this
______________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every few hours or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also... has upstream data now appeared - if so post that up - but I think you will need a Tech to adjust the down power levels

[Natalie_L]

Hi omoss, 

Welcome to the Community and thank you for posting. 

I am sorry to hear you are experiencing issues with your broadband service, we will do all we can to help. 

I would like to take a look from our side but I have not been able to locate your account via the Community details. 

With this being the case, I will pop you over a private message to the purple envelope on the top right of this page. 

Speak soon,