Packet loss since upgrade to Volt Gig1

[Onyx1811]

We upgraded to Volt Gig1 recently and replaced Hub 3 with Hub 4. We now have noticeable packet loss at certain times of day. 

I've been using Think Broadband's Broadband Quality Monitor to keep track. Here's a link to the live graph.

This is an example of a bad day on 24th October 2022. The red at the top of the chart is packet loss with the axes on the right hand side. More red = higher packet loss: 

Nearly 20% lost packets for a period in the morning and a smaller loss in the afternoon. 

This was one the week before on 18th October: 

Similar problems in the morning and afternoon. 

Please could someone check my connection and let me know if there is anything I can do to resolve this? Thanks

[Onyx1811]

We appear to be having packet loss problems again this afternoon. I've copied the Router Status below in case anyone can shed any light on my problems.

 

3.0 Downstream channels

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

3	427000000	1.400002	38.983261	QAM256	3
1	411000000	1.400002	40.366287	QAM256	1
2	419000000	1.299999	40.366287	QAM256	2
4	435000000	1.599998	40.366287	QAM256	4
5	443000000	1.900002	40.366287	QAM256	5
6	451000000	2.000000	40.946209	QAM256	6
7	459000000	1.700001	40.946209	QAM256	7
8	467000000	1.599998	40.366287	QAM256	8
9	475000000	1.400002	38.983261	QAM256	9
10	483000000	1.700001	40.946209	QAM256	10
11	491000000	1.700001	40.366287	QAM256	11
12	499000000	1.599998	38.983261	QAM256	12
13	507000000	1.299999	40.366287	QAM256	13
14	515000000	1.400002	38.983261	QAM256	14
15	523000000	1.299999	38.983261	QAM256	15
16	531000000	1.400002	40.366287	QAM256	16
17	539000000	1.400002	40.366287	QAM256	17
18	547000000	1.299999	40.366287	QAM256	18
19	555000000	1.200001	40.366287	QAM256	19
20	563000000	1.000000	38.983261	QAM256	20
21	571000000	1.200001	38.983261	QAM256	21
22	579000000	1.000000	38.983261	QAM256	22
23	587000000	0.900002	38.983261	QAM256	23
24	595000000	0.599998	38.983261	QAM256	24
25	603000000	0.900002	38.983261	QAM256	25
26	611000000	1.099998	38.605377	QAM256	26
27	619000000	0.900002	38.605377	QAM256	27
28	627000000	0.400002	38.605377	QAM256	28
29	635000000	0.400002	38.983261	QAM256	29
30	643000000	0.299999	38.983261	QAM256	30
31	651000000	0.099998	38.605377	QAM256	31

3.0 Downstream channels

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

3	Locked	38.983261	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
4	Locked	40.366287	19	0
5	Locked	40.366287	2	0
6	Locked	40.946209	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	40.366287	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-3.9

991971223

0

3.0 Upstream channels

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

1	49600000	43.520599	5120 KSym/sec	64QAM	1
2	23600000	42.020599	5120 KSym/sec	64QAM	5
3	30100000	42.520599	5120 KSym/sec	64QAM	4
4	36600000	42.520599	5120 KSym/sec	64QAM	3
5	43100000	43.020599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	3	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	1	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

38.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[Reece_MH]

Hi @Onyx1811,

Thanks for your post, and welcome to the Community Forums.

I'm sorry to hear you're facing problems with Packet Loss on your service. I've taken a look on our side and everything is within specification and there is no indication of a fault. I can, however, see that your Hub has been online for more than 14 days. Can you please try to reboot the Hub, by switching it off at the back, waiting for 30 seconds before switching it back on? 

This will refresh any connections to the network. It will also allow us to run more accurate diagnostics.

Cheers,

[Onyx1811]

Thank you @Recce_MH, I've restarted the Hub 4. 

[Kain_W]

Thanks for the update,

How is the service for you now Onyx1811?

Let us know,

[Onyx1811]

Hi @Kain_W, 

I am still having intermittent problems. Yesterday afternoon/evening is an example: 


I'm trying to understand if this is something that is being caused from within my own network or if it is something on the Virgin side of things. During these periods of packet loss it's pretty much impossible to have a video call. 

Is there anything you or anyone else can suggest I can do to help diagnose this? 

Thanks!

[Onyx1811]

Video calling was impossible again this morning due to high packet loss.

Can anyone give me any idea of what I can try to fix this?

[Onyx1811]

I've run mtr to test connectivity to one of the DNS servers when I'm having problems and I think it shows that packets are being lost between my hub on IP 192.168.0.1 and the next hop at 10.53.39.145. I know that all 10.x addresses are "private", so is this something internal to the virgin network? 

This is after running mtr -n 194.168.4.100 on ubuntu connected to the hub directly via cable:. 

                                 My traceroute  [v0.95]
block-01 (192.168.0.86) -> 194.168.4.100 (194.168.4.100)       2022-11-04T07:31:12+0000
                                               Packets               Pings
 Host                                        Loss%   Snt   Last   Avg  Best  Wrst StDev  
 1. 192.168.0.1                              0.0%    28   16.3  23.8   1.1 227.3  42.9  
 2. 10.53.39.145                             15.4%    27   21.0  14.4  10.1  21.0   2.8  
 3. 62.253.98.1                              11.5%    27   25.6  19.7  11.1  40.1   7.3  
 4. 194.168.4.100                            11.5%    27   15.4  10.9   6.9  15.4   2.8 
 

This is consistent with my observations during other periods of packet loss.  I've run tracepath and based on the latency I think that 10.53.39.145 is definitely outside my house. If this is the case I think that implies that the problem is with the comms between my hub and the cabinet? 

$ tracepath 194.168.4.100
 1?: [LOCALHOST]                      pmtu 1500
 1:  _gateway                                              1.345ms
 1:  _gateway                                              1.877ms
 2:  10.53.39.145                                         16.429ms
 3:  winn-core-2a-xe-2018-0.network.virginmedia.net       11.675ms
 4:  cache1.service.virginmedia.net                       15.226ms !H
     Resume: pmtu 1500

Any help gratefully received!

[Paul_DN]

Hi Onyx1811,

Thank you for reaching out to us in our community and welcome, sorry to hear you are facing packet loss on our 1GB connection, I was able to locate you on our system with the details we have for you and cannot see any issues at all, how have things been your end since your last post?

Regards

Paul.

[legacy1]

---

@Paul_DN wrote:

Hi Onyx1811,

Thank you for reaching out to us in our community and welcome, sorry to hear you are facing packet loss on our 1GB connection, I was able to locate you on our system with the details we have for you and cannot see any issues at all, how have things been your end since your last post?

---

Wow so even with hub in router mode doing all the tests that you say you can't do in modem mode and still you can't find an issues? yet BQM shows a issue to the hub! guess the tests need to be made better or just stop using them if they can't help find the issue 

But on another note checking your BQM @Onyx1811 today shows no packet loss