Persistent intermittent packet loss for weeks...

[andrewpieri]

Hoping someone can help or point me in the right direction.

Been observing intermittent packet loss for weeks now, prior to this was very reliable no loss for months! Contacted support who arranged an engineer visit, swapped out router and some cables, but problem still persisting.

Tbh impact is not that serious, but WFH so spend most of my day on Teams call plus blips when watching movies. 

Checked power levels and think all good, my guess is a network related issue rather anything to do at home. My only recollection (been a while now) and ironically started after Virgin planned network maintenance.

Any advice or help very much appreciated.

Ps

Tried factory resetting the Hub with no change. I did get a day or 2 where thought was improving, but then back to usual.

Downstream bonded channels

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

1	339000000	-1.3	40	QAM 256	26
2	139000000	1.3	40	QAM 256	1
3	147000000	0.6	40	QAM 256	2
4	155000000	0	40	QAM 256	3
5	163000000	0.2	40	QAM 256	4
6	171000000	0.4	40	QAM 256	5
7	179000000	0.7	40	QAM 256	6
8	187000000	0.6	40	QAM 256	7
9	195000000	0.5	40	QAM 256	8
10	203000000	0.4	40	QAM 256	9
11	211000000	0.1	40	QAM 256	10
12	219000000	0.1	40	QAM 256	11
13	227000000	0	40	QAM 256	12
14	235000000	0	41	QAM 256	13
15	243000000	0.4	40	QAM 256	14
16	251000000	-1	40	QAM 256	15
17	259000000	-1.2	40	QAM 256	16
18	267000000	-1.4	40	QAM 256	17
19	275000000	-1.5	40	QAM 256	18
20	283000000	-1.4	40	QAM 256	19
21	291000000	-1.4	40	QAM 256	20
22	299000000	-1.2	40	QAM 256	21
23	307000000	-1.1	40	QAM 256	22
24	315000000	0.9	41	QAM 256	23
25	323000000	-1.1	41	QAM 256	24
26	331000000	-1.2	41	QAM 256	25
27	347000000	-1.3	41	QAM 256	27
28	355000000	-1.4	41	QAM 256	28
29	363000000	-1.5	41	QAM 256	29
30	371000000	-1.7	41	QAM 256	30
31	379000000	-1.6	41	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	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	40	0	0
14	Locked	41	0	0
15	Locked	40	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	41	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	41	1	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

Upstream bonded channels

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

0	49600000	41.3	5120	QAM 16	5
1	43100000	42.3	5120	QAM 16	6
2	36600000	42.8	5120	QAM 16	7
3	30100000	43.5	5120	QAM 16	8
4	23600000	44.5	5120	QAM 16	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

https://www.thinkbroadband.com/broadband/monitoring/quality/share/308c7af580613784213b9eb4aaf6eaae28a12c74-19-11-2022

[Reece_MH]

Hi @andrewpieri,

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

I'm sorry to hear you're having problems with your service. I've attempted to run diagnostics on my end, but have been unable to do so as your Hub is in Modem Mode.

Are you able to take your Hub out of Modem Mode for the next 24 hours, or so, so we can run full tests? Are you seeing the issue primarily on Wi-Fi, Ethernet or both connections?

Thanks,

[andrewpieri]

Hi Reece,

Really appreciate the prompt response and your offer to look at /monitor this.

I made a change over the weekend (swapped out the router I was using connected to the Hub 5) and I’ve seen a significant improvement, so may have been a local issue after all. I will monitor over the next week and let you know if I see a repeat, otherwise hopefully confirm all stable again.

Thank you!

Andrew

[Natalie_L]

Thank you for getting back in touch and letting us know you have seen improvements with the service. 

Please do reach out if anything changes and if we can assist in the future.

Thanks, 

[andrewpieri]

Hi Nat,

Thanks for checking in.

Since swapping out my router (got Hub in modem mode) the situation has definitely improved (in terms of packet loss), although yesterday just after 2pm GMT I lost complete connectivity (for 10/15mins), was in a video meeting at the time (mainly WFH).

Checking the Network log around that time see CRITICALs...

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

No Ranging Response received - T3 time-out

Also today started getting WARNINGS..

Dynamic Range Window violation

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW

Please let me know if you or the team are able help. Let me know if need me to take out of modem mode.

Thank you for your time and help

Andrew

[andrewpieri]

Hi

Another brief outage…at the same time spotted in network log…

16 consecutive T3 timeouts while trying to range on upstream channel 8

It’s frustrating because seems very intermittent.

Thanks again for any advice.

Andrew

[Matthew_ML]

Hey andrewpieri, thank you for reaching out and I am sorry you are having some connection issues.

I have taken a look and I can see there was an SNR outage over the weekend however this has now been fixed.

Has your connection been fully restored? Thanks 

[andrewpieri]

Hi Matt,

Thanks for the update, it’s good to hear that the weekend issue has been resolved.

The connection has been stable since, but will monitor over next few days and advise if hit any issues.

Really appreciate your help.

Andrew

[andrewpieri]

Problem has returned out of the blue, still intermittent, similar pattern on BQM. 

Tried different routers when in modem mode. I also tried to simplify the cabling in case was related (removed TV splitter), but still the same.

I have reverted the Hub 5 to regular router mode, in case helps with monitoring. I will monitor this over the next day or so.

Really appreciate any help/advice the VM team can offer.

Thanks

Andrew

[andrewpieri]

Following my last message and to add...as part of reverting the Hub 5 to router mode.

Initially struggled to publish SSIDs on 2.4 and 5GHz bands (stuck as disabled) regardless of what I selected (manual or auto).

I factory reset the Hub 5 and thought that it had resolved the issue, but can now see that only broadcasting on 2.4GHz band. When I try to enable the 5GHz band it says configuring wireless settings, but then returns the wireless status page and has 5GHz disabled.

Not sure if related to the broader problems I have been experiencing but thought would share in case.

Thanks again

Andrew