Packet loss

[wkurwaiciemnie]

Hi.
I have this problem for months. Engineers comes and goes. Impossible to play any game like warzone. Maybe someone here could help me. Maybe it's my fault.

[jbrennand]

Your BQM's are rejected as they contain your ip address - I can see thsm and there are some issues. Post the link to "share live graph" instead and then.....
____________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

[wkurwaiciemnie]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f41e86ee1c96e11be32f493c6f9eb59eac7850ed]My Broadband Ping[/url]

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

1	259000000	5.5	38	256 qam	16
2	251000000	5.1	38	256 qam	15
3	267000000	6	38	256 qam	17
4	275000000	5.6	38	256 qam	18
5	283000000	6	38	256 qam	19
6	291000000	6.3	38	256 qam	20
7	299000000	6.8	38	256 qam	21
8	307000000	6.5	38	256 qam	22
9	315000000	7	38	256 qam	23
10	323000000	7	38	256 qam	24
11	331000000	7	38	256 qam	25
12	371000000	7	40	256 qam	26
13	379000000	6.6	38	256 qam	27
14	387000000	6.6	38	256 qam	28
15	395000000	6.6	38	256 qam	29
16	403000000	6.5	38	256 qam	30
17	411000000	6.9	38	256 qam	31
18	419000000	6.3	40	256 qam	32
19	427000000	6.5	40	256 qam	33
20	435000000	6	40	256 qam	34
21	443000000	6.1	40	256 qam	35
22	451000000	5.5	38	256 qam	36
23	459000000	5.9	40	256 qam	37
24	467000000	5.6	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.6	776	2672
2	Locked	38.6	750	2670
3	Locked	38.9	754	2726
4	Locked	38.6	642	2844
5	Locked	38.6	645	2549
6	Locked	38.9	712	2545
7	Locked	38.6	886	2543
8	Locked	38.9	730	2490
9	Locked	38.9	661	2984
10	Locked	38.6	685	2789
11	Locked	38.9	763	2544
12	Locked	40.3	761	2547
13	Locked	38.6	976	2607
14	Locked	38.6	959	2656
15	Locked	38.9	979	2731
16	Locked	38.9	832	2639
17	Locked	38.6	937	3030
18	Locked	40.3	636	2865
19	Locked	40.3	717	2831
20	Locked	40.3	647	2734
21	Locked	40.3	687	2598
22	Locked	38.9	726	2622
23	Locked	40.3	777	2777
24	Locked	40.3	718	2690

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

1	39400000	43.3	5120	64 qam	6
2	32599919	46.3	5120	64 qam	7
3	25800000	52	5120	16 qam	8
4	46200000	42.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1230	0
4	ATDMA	0	0	0	0

21/07/2021 17:52:46criticalNo Ranging Response received - T3 time-out;CM-M=1.1;CM-VER=3.0;21/07/2021 17:52:22criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CMMTS-;CM-QOS=1.1;CM-VER=3.0;21/07/2021 17:52:22criticalRanging Request Retries exhausted;CM-S=1.1;CM-VER=3.0;21/07/2021 17:45:57criticalNo Ranging Response received - T3 time-out;CM--MOS=1.1;CM-VER=3.0;21/07/2021 17:45:33criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-;CMTS-S=1.1;CM-VER=3.0;21/07/2021 17:45:33criticalRanging Request Retries exhausted;CM-M-VER=3.0;21/07/2021 17:44:21criticalNo Ranging Response received - T3 time-out;CM-MER=3.0;21/07/2021 17:43:58Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;21/07/2021 17:39:9criticalNo Ranging Response received - T3 time-out;CVER=3.0;21/07/2021 17:38:45criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM--VER=3.0;21/07/2021 17:38:45criticalRanging Request Retries exhausted;CM-;CM-VER=3.0;21/07/2021 17:34:44criticalNo Ranging Response received - T3 time-out;CM-;1.1;CM-VER=3.0;21/07/2021 17:34:29Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;21/07/2021 17:32:20criticalNo Ranging Response received - T3 time-out;CM-;CMTS-S=1.1;CM-VER=3.0;21/07/2021 17:31:56criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-TS-S=1.1;CM-VER=3.0;21/07/2021 17:31:56criticalRanging Request Retries exhausted;CM---QOS=1.1;CM-VER=3.0;21/07/2021 17:20:49criticalNo Ranging Response received - T3 time-out;CM-.1;CM-VER=3.0;21/07/2021 17:19:44noticeLAN login Success;CM-CMTS70;CM-QOS=1.1;CM-VER=3.0;21/07/2021 17:16:36criticalNo Ranging Response received - T3 time-out;C1;CM-VER=3.0;21/07/2021 17:16:12criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-Mb;CMTS=1.1;CM-VER=3.0;

[wkurwaiciemnie]

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 5 38 256 qam 16
2 251000000 4.6 38 256 qam 15
3 267000000 5.5 38 256 qam 17
4 275000000 5.1 38 256 qam 18
5 283000000 5.6 38 256 qam 19
6 291000000 5.9 38 256 qam 20
7 299000000 6.4 38 256 qam 21
8 307000000 6.1 38 256 qam 22
9 315000000 6.5 38 256 qam 23
10 323000000 6.5 38 256 qam 24
11 331000000 6.5 38 256 qam 25
12 371000000 6.6 40 256 qam 26
13 379000000 6.3 38 256 qam 27
14 387000000 6.1 38 256 qam 28
15 395000000 6.1 38 256 qam 29
16 403000000 6 38 256 qam 30
17 411000000 6.5 38 256 qam 31
18 419000000 5.9 40 256 qam 32
19 427000000 6.1 40 256 qam 33
20 435000000 5.5 40 256 qam 34
21 443000000 5.6 38 256 qam 35
22 451000000 5 38 256 qam 36
23 459000000 5.4 40 256 qam 37
24 467000000 5.3 40 256 qam 38

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 788 2780
2 Locked 38.9 766 2771
3 Locked 38.6 769 2818
4 Locked 38.9 657 3088
5 Locked 38.9 663 2654
6 Locked 38.9 739 2652
7 Locked 38.6 908 2670
8 Locked 38.9 744 2620
9 Locked 38.9 677 3099
10 Locked 38.9 700 2912
11 Locked 38.9 774 2665
12 Locked 40.9 779 2666
13 Locked 38.9 991 2740
14 Locked 38.9 976 2756
15 Locked 38.6 1009 2841
16 Locked 38.9 843 2860
17 Locked 38.9 955 3177
18 Locked 40.3 650 2994
19 Locked 40.3 730 2932
20 Locked 40.3 660 2838
21 Locked 38.9 704 2702
22 Locked 38.9 748 2836
23 Locked 40.3 795 2900
24 Locked 40.3 737 2834

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43 5120 64 qam 6
2 32599919 45.5 5120 64 qam 7
3 25800824 52 5120 16 qam 8
4 46200000 42.8 5120 64 qam 5

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 5 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1232 0
4 ATDMA 0 0 0 0

21/07/2021 18:08:27 Warning! RCS Partial Service;CM-=4QOS=1.1;CM-VER=3.0;
21/07/2021 17:52:46 critical No Ranging Response received - T3 time-out;C;CM-VER=3.0;
21/07/2021 17:52:22 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM=1.1;CM-VER=3.0;
21/07/2021 17:52:22 critical Ranging Request Retries exhausted;CM-MOS=1.1;CM-VER=3.0;
21/07/2021 17:45:57 critical No Ranging Response received - T3 time-out;CMCM-VER=3.0;
21/07/2021 17:45:33 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-S=1.1;CM-VER=3.0;
21/07/2021 17:45:33 critical Ranging Request Retries exhausted;CM-MS-3.0;
21/07/2021 17:44:21 critical No Ranging Response received - T3 time-out;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 17:43:58 Warning! RCS Partial Service;CM-M-QOS=1.1;CM-VER=3.0;
21/07/2021 17:39:9 critical No Ranging Response received - T3 time-out;CMOS=1.1;CM-VER=3.0;
21/07/2021 17:38:45 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-M-QOS=1.1;CM-VER=3.0;
21/07/2021 17:38:45 critical Ranging Request Retries exhausted;CM-M-QOS=1.1;CM-VER=3.0;
21/07/2021 17:34:44 critical No Ranging Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 17:34:29 Warning! RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 17:32:20 critical No Ranging Response received - T3 time-out;CM-S=1.1;CM-VER=3.0;
21/07/2021 17:31:56 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 17:31:56 critical Ranging Request Retries exhausted;CM--QOS=1.1;CM-VER=3.0;
21/07/2021 17:20:49 critical No Ranging Response received - T3 time-out;CM-MM-QOS=1.1;CM-VER=3.0;
21/07/2021 17:19:44 notice LAN login Success;C;CMM-VER=3.0;
21/07/2021 17:16:36 critical No Ranging Response received - T3 time-out;CM--VER=3.0;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f41e86ee1c96e11be32f493c6f9eb59eac7850ed

[Tudor]

Upstream channel 3 is 16QAM when it should be 64QAM, it’s power level is far too high and there is a large amount of T3’s. Check 150 to see if there are any problems in your local area, if not, phone customer services or wait for a VM staff member to get to your post.

[Megan_L]

Hi Wkurwaiciemnie, 

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

We usually use the info on your community profile to have a quick look at your services, but I can't seem to find you on my side. Not to worry though as I can just send you a quick PM to ask you for some details, we'll pop back onto here once we've done that 🙂

I'll also give you some advice about broadband issues once I've had a look at what's happening. 

So, we shall speak again soon!

Thanks,

Megan_L

[Megan_L]

Hi Wkurwaiciemnie,

Thanks for giving me that info in our PM, I was able to find your services and check everything over 🙂

I checked the downstream & upstream levels on your broadband and everything is within spec which is good. 

However, that's not to say that we can't do some further investigating to see how we can improve your connection.

I have a few questions for you here which will help me pin point where things need tweaking - 

• Are these intermittent/packet loss issues only apparent on WIFI connections? Do you have any PC's or laptops you can plug an Ethernet into to see if it still happens over wired devices? This will help us pinpoint whether it is just a WIFI issue. 
• When the issue occurs, do all devices disconnect at the same time?
• Do any lights come on the Hub when it happens, indicating a problem? 
• Do devices that are in the same room as the Hub still disconnect? Or it is just devices upstairs/in other rooms?

Please let me know 🙂

Thanks, 

Megan_L

[wkurwaiciemnie]

Hi Megan,
I'm playing on my PC which is connected by cable, I have packet loss everday, similar things happens on the other devices which I actually don't care much as it's about the fact that I can't play.
Thank you

[Megan_L]

Hi Wkurwaiciemnie, 

Thanks for coming back to me, I have some new information for you which I think will make you breathe a sigh of relief!

Over the weekend our systems picked up the issues you've been experiencing and I can now see that you have issues on your upstream & downstream levels - causing the packet loss and intermittent connection. 

This is good news because it means I can now get a tech sent out to you 🙂 

I'll get this booked in for you via a PM again. 

Speak soon!

Thanks,

Megan_L

[Megan_L]

Hi Wkurwaiciemnie,

Thanks for confirming that info in our PM, I have booked the engineer for you on the date/time we specified. 

If you need to check, change or cancel the appointment, you can do so on your Online Account.

I hope it goes okay! Let me know if you need more help 🙂

Thanks,

Megan_L