Random high latency and packet loss

[avi68]

Hi all,

I seem to be getting random high latency and packet loss. This initially happened last year just as lockdown started and then fixed itself but now Im experiencing the same issues again. Its been happening randomly for a few days but since yesterday it seems to have become worse. Now its happening multiple times a day. 

The whole network slows down, wired or wireless. I start running a ping to 8.8.8.8 (from my pc connected via ethernet) and the times go up to around 500-700ms for around a minute and then go back to normal. I called when it happened last year and I was told this would happen due to the lockdown. When I called yesterday to report the same issue, I was told everything from my hub looks fine but there is clearly an issue somewhere.

I use the hub 3 in modem mode and always have. Last year I was using an asus rt-ac86u and this year I'm using a pfsense router. 

I have set up a BQM graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3334e68ef2cc3f7fdc2b57a6e36bc18a390408a-18-06-2021

 The times where packet loss is shown on the graph relates to the error messages in pfsense:

Jun 18 12:06:46	dpinger	23410	WAN_DHCP 77.: Alarm latency 500727us stddev 132011us loss 15%
Jun 18 12:07:01	dpinger	23410	WAN_DHCP 77.: Clear latency 412299us stddev 223033us loss 11%

Jun 18 11:41:03	dpinger	23410	WAN_DHCP 77.: Alarm latency 505409us stddev 134426us loss 10%
Jun 18 11:41:19	dpinger	23410	WAN_DHCP 77.: Clear latency 410074us stddev 231002us loss 7%

[avi68]

Here is the hub status:

Downstream bonded channels

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

1	323000000	-1.4	38	256 qam	24
2	203000000	0.4	37	256 qam	9
3	211000000	0.2	37	256 qam	10
4	219000000	0	37	256 qam	11
5	227000000	0	36	256 qam	12
6	235000000	-0.4	36	256 qam	13
7	243000000	-0.7	36	256 qam	14
8	251000000	-0.7	37	256 qam	15
9	259000000	-1	37	256 qam	16
10	267000000	-1	37	256 qam	17
11	275000000	-1.2	37	256 qam	18
12	283000000	-1.2	38	256 qam	19
13	291000000	-1.2	38	256 qam	20
14	299000000	-1	37	256 qam	21
15	307000000	-1	38	256 qam	22
16	315000000	-0.9	38	256 qam	23
17	331000000	-1.7	38	256 qam	25
18	339000000	-2.7	38	256 qam	26
19	347000000	-2.5	38	256 qam	27
20	355000000	-2	38	256 qam	28
21	363000000	-1.5	38	256 qam	29
22	371000000	-1.7	38	256 qam	30
23	379000000	-1.7	38	256 qam	31
24	387000000	-1.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	1447	0
2	Locked	37.3	360	0
3	Locked	37.3	289	0
4	Locked	37.3	577	0
5	Locked	36.6	657	0
6	Locked	36.6	789	0
7	Locked	36.6	1059	0
8	Locked	37.3	823	0
9	Locked	37.3	825	0
10	Locked	37.6	861	0
11	Locked	37.3	1077	0
12	Locked	38.6	1014	0
13	Locked	38.6	1264	0
14	Locked	37.6	1170	0
15	Locked	38.9	1065	0
16	Locked	38.9	1144	0
17	Locked	38.9	1352	0
18	Locked	38.6	3422	0
19	Locked	38.6	2840	0
20	Locked	38.9	2031	0
21	Locked	38.9	1215	0
22	Locked	38.9	1111	0
23	Locked	38.9	1123	0
24	Locked	38.9	1715	0

Upstream bonded channels

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

1	60300081	50.8	5120	64 qam	1
2	46200015	49.8	5120	64 qam	3
3	53700073	50.3	5120	64 qam	2
4	39400108	49.5	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[avi68]

Network Log

Time	Priority	Description
15/06/2021 04:55:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;
12/06/2021 13:23:6	critical	No Ranging Response received - T3 time-out;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 16:55:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;
11/06/2021 09:14:13	critical	No Ranging Response received - T3 time-out;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;
08/06/2021 09:55:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=*.*;CMTS-MAC=*.*;CM-QOS=1.1;CM-VER=3.0;

Any help would be appreciated.

Thanks

[lotharmat]

Upstream power looks a little bit on the high side but within spec! (Just!!!)

I'd try phoning in to see if there is a local issue affecting you!
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!

[avi68]

Thanks for that. I called the number and apparently there aren't any issues in my area.

Im assuming Ill have to wait for someone to do a bit more investigation?

[lotharmat]

Aye - Hang tight for a VM Staffer to pick up this thread!

[jbrennand]

It is odd in that the stats all look good - but the BQM is dreadful.

Just as a test - can you put the Hub back to router mode and disconnect your router and other ethernet connections and run it like that for a few hours - perhaps overnight? - and see what the BQM looks like over that period - N.B. as you will have a different i.p. address in router & modem modes - you will need to set up a second BQM with the new i.p. address

Can you do a check that all of your coax 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 with no damaged cables or sheathings - no nails sticking through them, etc.

A VM person will come here in the next day or so and take a look and comment

[avi68]

Ok I can try that at night but I noticed that the BQM looked ok at night. Wouldn't it just give the same results or am I missing something?

I will also check all the coaxial cables and connections. Thanks for the advice.

[lotharmat]

Ooooh - That could be over utilisation issues!!

[jbrennand]

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@avi68 wrote:

Ok I can try that at night but I noticed that the BQM looked ok at night.

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The link you posted doesnt look ok to me at least at when I call night - midnight to 8am.