Severe Packet Loss

[Corleone]

Hi,

Constant and severe packet loss has been occurring at my address for many months now. I had an engineer come by a few days ago and the router/modem was replaced with a Hub 5 following an upgrade to Gig1. The engineer also diagnosed issues with the previous Hub. However, these issues have persisted. 

PingPath's have pointed to hops 2/3 being the root cause, with all subsequent hops obviously suffering. The packet loss is sporadic, but consistent. VoIP, Streaming and Gaming are all adversely affected.

I have lodged a formal complaint but maybe someone has some ideas here. For clarity, hop 1 shows no issues whatsoever. Tests were conducted on a wired ethernet connection. This is quite clearly an ISP issue:

Hop 1 - 192.168.0.1 - No PL

Hop 2 - 10.112.33.41 - 12% PL over 10 minutes

Hop 3 - 80.1.226.209 - 12% PL over 10 minutes

(Tracing to 8.8.8.8)

https://gyazo.com/62e68c51c0f129202c575f1e6e065984 - PingPlotter view.

As well as PingPlotter, multiple CMDs were run PathPinging to hops 2/3 with identical results. 

All help is appreciated - I'm afraid I'll be seeking to terminate my contract and change ISPs if this cannot be resolved hastily.

Thanks.

[Corleone]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	170000000	Locked
Ranged Upstream Channel(Hz)	60300000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	170000000	4.2	43	QAM 256	5
2	138000000	4.3	43	QAM 256	1
3	146000000	4.4	43	QAM 256	2
4	154000000	4.1	43	QAM 256	3
5	162000000	4.4	43	QAM 256	4
6	178000000	4	43	QAM 256	6
7	186000000	4.2	43	QAM 256	7
8	194000000	4.1	43	QAM 256	8
9	202000000	4.2	43	QAM 256	9
10	210000000	3.9	43	QAM 256	10
11	218000000	3.5	43	QAM 256	11
12	226000000	3.3	43	QAM 256	12
13	234000000	2.5	43	QAM 256	13
14	242000000	2.5	43	QAM 256	14
15	250000000	2.7	43	QAM 256	15
16	258000000	2.6	43	QAM 256	16
17	266000000	3.3	43	QAM 256	17
18	274000000	3.5	43	QAM 256	18
19	282000000	3.3	44	QAM 256	19
20	290000000	4	44	QAM 256	20
21	298000000	4	44	QAM 256	21
22	306000000	4.2	44	QAM 256	22
23	314000000	4.4	44	QAM 256	23
24	322000000	4.2	44	QAM 256	24
25	330000000	4.6	44	QAM 256	25
26	338000000	4.4	44	QAM 256	26
27	346000000	4.2	44	QAM 256	27
28	354000000	4.4	45	QAM 256	28
29	362000000	3.8	44	QAM 256	29
30	370000000	3.9	44	QAM 256	30
31	378000000	3.8	44	QAM 256	31

Downstream bonded channels

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

1	Locked	43	1	0
2	Locked	43	33	0
3	Locked	43	6	0
4	Locked	43	10	0
5	Locked	43	6	0
6	Locked	43	4	0
7	Locked	43	6	0
8	Locked	43	5	0
9	Locked	43	2	0
10	Locked	43	5	0
11	Locked	43	11	0
12	Locked	43	2	0
13	Locked	43	13	0
14	Locked	43	31	0
15	Locked	43	18	1
16	Locked	43	2	0
17	Locked	43	3	0
18	Locked	43	3	0
19	Locked	44	0	0
20	Locked	44	0	0
21	Locked	44	3	0
22	Locked	44	1	0
23	Locked	44	1	0
24	Locked	44	8	0
25	Locked	44	32	0
26	Locked	44	8	0
27	Locked	44	0	0
28	Locked	45	6	0
29	Locked	44	0	0
30	Locked	44	0	0
31	Locked	44	4	0

Upstream bonded channels

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

0	60300000	48	5120	QAM 64	9
1	53700000	48	5120	QAM 64	10
2	46200000	48	5120	QAM 64	11
3	39400000	47.5	5120	QAM 64	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	86	0
1	ATDMA	0	0	58	0
2	ATDMA	0	0	73	0
3	ATDMA	0	0	56	0

Network Log

Time Priority Description

04-09-2023 22:51:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 22:30:54	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 22:29:06	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 15:11:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 12:24:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 12:23:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 12:23:00	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 22:33:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 22:24:42	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 22:22:34	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 13:25:39	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 13:23:02	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 13:22:38	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 13:20:42	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 07:26:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-09-2023 06:54:54	warning	Dynamic Range Window violation
03-09-2023 06:54:54	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 21:06:10	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 21:05:57	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 20:54:32	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 20:36:13	warning	Dynamic Range Window violation
02-09-2023 20:36:13	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 20:12:50	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:48:38	warning	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;
02-09-2023 19:48:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:45:48	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:37:34	notice	REGISTRATION COMPLETE - Waiting for Operational status
02-09-2023 19:37:28	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:37:23	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:37:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-09-2023 19:37:08	notice	Honoring MDD; IP provisioning mode = IPv4
02-09-2023 19:36:58	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Corleone]

And finally a Live feed of the BMQ I recently set up.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a1bf8ca44e4321a55cf5a65c1beac5160...

[Corleone]

bump

[Corleone]

Note that downstream is now showing 9 Post RS errors on channel 11:

Downstream bonded channels

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

1	Locked	44	0	0
2	Locked	43	0	0
3	Locked	43	0	0
4	Locked	43	0	0
5	Locked	43	0	0
6	Locked	43	0	0
7	Locked	43	0	0
8	Locked	43	5	0
9	Locked	43	0	0
10	Locked	43	5	0
11	Locked	43	9	9
12	Locked	43	17	0
13	Locked	43	0	0
14	Locked	43	0	0
15	Locked	44	0	0
16	Locked	44	0	0
17	Locked	44	0	0
18	Locked	44	0	0
19	Locked	44	0	0
20	Locked	44	0	0
21	Locked	44	0	0
22	Locked	44	0	0
23	Locked	44	0	0
24	Locked	45	0	0
25	Locked	45	0	0
26	Locked	44	0	0
27	Locked	44	0	0
28	Locked	44	0	0
29	Locked	44	0	0
30	Locked	44	0	0
31	Locked	44	0	0

[Corleone]

Shocking.

[Robert_P]

Hello Corleone,

Apologies for the service issues experienced and impact on your broadband services, we appreciate you raising this via the forums and all of the details provided.

From checking the account and connection, we can see there is currently a known area issue. This is being caused by noise on the network which is causing the issues, it is logged under reference F010874639 with and estimated fix time of the 12th September at 11am.

Again, apologies for he issues but this is being worked on to be resolved as quickly as possible.

RP

[Corleone]

Thank you for your reply, Robert.

I understand that there might be a noise issue on the network; however, I'd appreciate it if you could assist me with booking a tech ASAP as I, and a previous engineer who cannot attend my property due to not being in the area, have diagnosed my particular issue as being the line running from outside the property to the street cabinet.

[Lee_R]

Hi @Corleone thanks for getting back to us.

We would need to investigate this on your behalf.  I am going to send you a private message, so we can take some details. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R

[Corleone]

Following ANOTHER technician's visit, my packet loss is now much worse. I was told that the splitters in my home were 'not rated for the speed' I am getting with my Gig1 package - despite my package being completely installed by a VM tech. This issue has clearly been diagnosed as one on the ISPs end - the BQM graph which Support so strongly recommends setting up is clear evidence of this. I have been patient - I have done my own tests - the root issue lies with VM. 

Countless delays to the Status Page with no clear indications as to a remedial date - novel issues at that, and ones which do not explain my MONTHS of packet loss. 

My formal complaint was lodged on 31/08 and I would surmise that my time with VM as my ISP is quickly coming to an end.