Regular disconnects

[alexhemming]

Good Evening All,

For around 6 months now I've had extremely sporadic disconnects from virgins network.
Gig1, hub4 in modem mode, pfsense (I need vlans so can't use hub mode on hub4).
Some days are worse than others, but I am regularly (read anywhere from once a day to 10 times an hour) getting severe packet loss. Latency goes through the roof. I have used BQM, which logs for a day or so and haven't found any regular trends. I have swapped hardware for the pfsense router to no avail.

See attached the network logs off the hub4. The actual network log cycles the same story for 8+ times today, the same stuff.

I have a up and down tail drop limiter enabled on the pfsense box and that did help a few years ago for bufferbloat, but this now make no difference if it's enabled or disabled. 
I wanted to document my perils, hence the post. Can anyone advise what's the best way to proceed here. I fear if I contact customer services by phone i'll have a sense of humour bypass.

Edited to add BQM:https://www.thinkbroadband.com/broadband/monitoring/quality/share/7ad6511badd6c2a9578fce03093da383a5... 

Network Log
Time Priority Description
Wed 13/09/2023
18:32:37 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:30:09 3 No Ranging Response received - T3 time-out;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:02:08 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:02:08 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:01:33 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:01:33 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:00:49 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;
Wed 13/09/2023
18:00:49 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;macaddressstuff;CM-QOS=1.1;CM-VER=3.1;

[alexhemming]

I've hard rebooted the hub, put the pfsense box in the DMZ, disabled wifi and recreated the new BQM with the current IP:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4be9e872aa8e0a0985d0e6532410a9fc89... 

[Vdera]

I'm seeing very similar messages in the logs and in my BQM Graph.

I installed pingplotter and let it run and could see occasional packet loss on the 4th or 5th hop from my house whilst plotting towards google.com

[Paul_DN]

Hi alexhemming,

Thank you for reaching out to us in our community and welcome, sorry to hear you have been facing an intermittent connection, I was unable to locate you on our system with the details we have for you, so I can help I will send you an invite into a private chat, once received click on the white envelope to accept.

Regards

Paul.

[alexhemming]

An engineer is due today. 
Here's the last couple of days bqm.
Does anyone have any experience to explain why the lost packets are so rhythmical? Every 30 mins or so it looks.

[alexhemming]

  

[Adduxi]

Dreadful BQM's.  What numbers are being recorded for the PostRS errors on the Downstream?  They should be zero on a good circuit.

[alexhemming]

All Zero so far, i'm not sure if they reset to zero count when the hub gets rebooted though?

I rebooted it this morning (at 0730) and since then it's been a lot better behaved! I'm still getting periods of high latency, but no obscene recurrent packet loss.

[Kain_W]

Hi alexhemming,

Thanks for posting an update to the thread, can I ask since the technician has the service improved at all?

Regards,

[alexhemming]

Yes, since the engineer has been it's been a lot better behaved. He swapped the hub for me (From a hub 4 to a hub 5).