Regular bursts of packet loss 0.5-1 hour intervals

[yaheed]

I've been receiving increasingly worse performance over time with my Gig1 Fibre connection with the Hub 4. Generally speaking watching YouTube or any streaming service capable of buffering hasn't caused any issues, but gaming is very difficult because of the frequency of packet loss and huge spikes in latency for 5-10 seconds every 30 minutes to an hour causing regular disconnections.

• Given how regular the packet loss was I had assumed a device on the network was causing the issue, so I tried isolating my devices to only my PC, factory resetting, regular power cycles on the modem, and re-seating all cables to no avail.
• BQM definitely shows a pattern right up to ~6pm tonight. Still regular but packet loss appears to be lower (so far).
• Hub 4 is in Modem Mode with Amplifi Alien Router and MeshPoint.
• VM status page does say that there appears to be something wrong with my connection, to check back 23 hours later, and then I've since booked for an engineer to come by on the 12/09.

09/09

10/09

[yaheed]

Router status

Item	Status	Comments
Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

4	162750000	2.400002	43.376591	QAM256	4
1	138750000	3.299999	43.376591	QAM256	1
2	146750000	3.599998	43.376591	QAM256	2
3	154750000	3.200001	43.376591	QAM256	3
5	170750000	2.299999	43.376591	QAM256	5
6	178750000	0.900002	40.366287	QAM256	6
7	186750000	0.599998	40.946209	QAM256	7
8	194750000	2.400002	40.946209	QAM256	8
9	202750000	2.700001	43.376591	QAM256	9
10	210750000	2.599998	43.376591	QAM256	10
11	218750000	2.200001	43.376591	QAM256	11
12	226750000	2.099998	40.946209	QAM256	12
13	234750000	2.299999	40.946209	QAM256	13
14	242750000	2.500000	40.946209	QAM256	14
15	250750000	2.500000	40.946209	QAM256	15
16	258750000	3.200001	43.376591	QAM256	16
17	266750000	3.200001	43.376591	QAM256	17
18	274750000	3.099998	40.366287	QAM256	18
19	282750000	3.000000	40.946209	QAM256	19
20	290750000	2.700001	40.946209	QAM256	20
21	298750000	2.700001	43.376591	QAM256	21
22	306750000	2.200001	43.376591	QAM256	22
23	314750000	1.700001	40.946209	QAM256	23
24	322750000	1.900002	40.946209	QAM256	24
25	330750000	2.000000	40.366287	QAM256	25
26	338750000	2.700001	40.946209	QAM256	26
27	346750000	3.099998	43.376591	QAM256	27
28	354750000	3.000000	43.376591	QAM256	28
29	362750000	3.099998	40.946209	QAM256	29
30	370750000	3.200001	40.946209	QAM256	30
31	378750000	2.900002	40.946209	QAM256	31

3.0 Downstream channels

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

4	Locked	43.376591	0	0
1	Locked	43.376591	0	0
2	Locked	43.376591	0	0
3	Locked	43.376591	0	0
5	Locked	43.376591	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.946209	0	0
9	Locked	43.376591	0	0
10	Locked	43.376591	0	0
11	Locked	43.376591	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.946209	0	0
15	Locked	40.946209	0	0
16	Locked	43.376591	0	0
17	Locked	43.376591	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.946209	0	0
21	Locked	43.376591	0	0
22	Locked	43.376591	0	0
23	Locked	40.946209	0	0
24	Locked	40.946209	0	0
25	Locked	40.366287	0	0
26	Locked	40.946209	0	0
27	Locked	43.376591	0	0
28	Locked	43.376591	0	0
29	Locked	40.946209	0	0
30	Locked	40.946209	0	0
31	Locked	40.946209	0	0

[yaheed]

3.1 Downstream channels

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

159

130

4K

2511

QAM4096

417

3.1 Downstream channels

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

159

Locked

44

2.0

813351171

0

Upstream

3.0 Upstream channels

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

1	30100000	47.520599	5120 KSym/sec	64QAM	12
2	23600000	46.520599	5120 KSym/sec	64QAM	13
3	36600000	47.520599	5120 KSym/sec	64QAM	11
4	43100000	47.520599	5120 KSym/sec	64QAM	10
5	49600000	48.020599	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

14

10.0

40.2

2K

QAM32

3.1 Upstream channels

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

14

OFDMA

200

53.4

0

0

[yaheed]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	ca69834ncxv9873254k;fg87d

Primary Downstream Service Flow

SFID	23558
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	23557
Max Traffic Rate	110000274
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[yaheed]

Network Log

Time Priority Description

Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	3	No Ranging Response received - T3 time-out;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	3	No Ranging Response received - T3 time-out;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	3	No Ranging Response received - T3 time-out;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;
Sun Sep 10	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=*;CMTS-MAC=*;CM-QOS=1.1;CM-VER=3.1;

[Client62 · Accepted solution]

Clues of a severe noise issue from connection stats:

1. There are over eight hundred million errors on the 3.1 Downstream channel.

2. The 3.1 Upstream channel is degraded to QAM 32 modulation mode.

You may get progress reports on this via 0800 561 0061 - it is an automated number for faults in your street.

[yaheed]

Thanks, Client62. Called up the number as you suggested and no issue/faults in the area as far as the automated responses go. Helpful information nonetheless!

[yaheed]

Looks like there's an issue with the BQM image for the 10/09 - re-posting for brevity.

[John_GS]

Hi @yaheed 

Thanks for posting and welcome to the community.

Sorry to hear of the broadband issues. 

I can see you've had a tech visit since posting. 

I hope everything has been resolved, please do pop back if not and we can assist further.

Best wishes.