Significant packet loss - upload Area 31

[StuartGMC]

Have had a lot of connection issues and TEAMS calls upload failing - ThinkBroadband speed checks show low upload speeds circa 2Mbps and the Quality Check shows significant package losses especially during TEAMS calls etc (high data demand). VM not reporting any errors.  Rebooted Hub (in modem mode) several times and also router but no improvement

[jbrennand]

What Hub model is it and what router model do you have?

Are the problems only evident on wifi connections to Teams - or do you see them at the same times on a devices connected on an ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

[StuartGMC]

Work pc is on ethernet cable to the router and cable modem. Hub 3 in modem mode, TPLink Archer C3150 cable router. As you see there are drop outs when data handling is high. Not sure if it is only Teams - but no chance to check Zoom etc. currently due to meetings.

Image cropped to remove IP address:

[jbrennand · Accepted solution]

BQM is dreadful. It is sometimes caused by 3d party equipment connections - so usual ask is to stick the Hub in normal router mode and disconnect all ethernet connections and see if the BQM "cleans up".
In the meantime can you post up the Hub data as below.
________________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the first page up and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

[StuartGMC]

Thanks - Hub 3.0 data (still in modem mode):

Downstream bonded channels

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

1	139000000	3.4	36	256 qam	1
2	147000000	3	36	256 qam	2
3	155000000	2.4	36	256 qam	3
4	163000000	1.2	36	256 qam	4
5	171000000	2.7	36	256 qam	5
6	179000000	2.5	36	256 qam	6
7	187000000	2.2	36	256 qam	7
8	195000000	2	36	256 qam	8
9	203000000	1.5	36	256 qam	9
10	211000000	1	37	256 qam	10
11	219000000	0.5	36	256 qam	11
12	227000000	-0.4	36	256 qam	12
13	235000000	-1.7	36	256 qam	13
14	243000000	-1.9	36	256 qam	14
15	251000000	-0.9	36	256 qam	15
16	259000000	0.4	36	256 qam	16
17	267000000	1	37	256 qam	17
18	275000000	1.4	37	256 qam	18
19	283000000	1.7	37	256 qam	19
20	291000000	1.7	37	256 qam	20
21	299000000	2	37	256 qam	21
22	307000000	2.4	37	256 qam	22
23	315000000	2.7	38	256 qam	23
24	323000000	2.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	36.6	5651388	8324936
2	Locked	36.6	3453527	647221
3	Locked	36.6	10939928	2483856
4	Locked	36.6	8469146	6675158
5	Locked	36.6	86184	461865
6	Locked	36.6	9255597	1885909
7	Locked	36.6	2561201	2740
8	Locked	36.6	594959	31
9	Locked	36.3	129011	0
10	Locked	37.3	87148	23
11	Locked	36.6	78947	1
12	Locked	36.3	122647	6
13	Locked	36.3	137861	8
14	Locked	36.6	71176	1
15	Locked	36.6	17334	0
16	Locked	36.6	4204	0
17	Locked	37.3	865	0
18	Locked	37.6	645	0
19	Locked	37.6	75	0
20	Locked	37.6	45	0
21	Locked	37.3	103	0
22	Locked	37.6	42	0
23	Locked	38.6	32	0
24	Locked	38.6	38	0

Upstream bonded channels

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

1	53700049	48	5120	64 qam	2
2	39400050	48.5	5120	64 qam	4
3	46200166	48.5	5120	64 qam	3
4	60300000	47.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

[StuartGMC]

Primary Downstream Service Flow

SFID	145272
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	145271
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time Priority Description

15/09/2021 19:04:3	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:03:44	notice	LAN login Success;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:03:16	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 19:02:36	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 18:50:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:14:18	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:10:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:08:12	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 16:07:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:08:23	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:07:39	critical	No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxxCM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:07:23	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 15:07:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 14:46:49	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 14:44:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 13:16:51	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxxCM-QOS=1.1;CM-VER=3.0;
15/09/2021 12:57:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 12:57:5	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 12:56:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
15/09/2021 11:48:20	Warning!	RCS Partial Service;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Looks dreadful - too many post-RS errors and logs look awful too many T3's. Can you post up the link to the BQM and then do this.
_____________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick 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 (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings immediately and ensure that the RS error counts and T3’s have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[StuartGMC]

Thanks for your time and advice, based upon this I called VM for support and they've remotely reset the modem/router which appear to have addressed the issues as indicated below and a speed check (awaiting BQM to update sufficiently to check):

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Downstream bonded channels

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

1	Locked	37.3	5208	0
2	Locked	37.3	8686	0
3	Locked	37.3	7545	0
4	Locked	36.6	6521	4
5	Locked	36.6	6318	1
6	Locked	36.6	4426	0
7	Locked	36.6	1277	0
8	Locked	37.3	441	0
9	Locked	37.3	138	0
10	Locked	37.6	66	0
11	Locked	37.3	33	0
12	Locked	37.6	25	0
13	Locked	37.3	25	0
14	Locked	37.6	23	0
15	Locked	38.6	22	0
16	Locked	38.6	35	0
17	Locked	38.6	21	0
18	Locked	38.6	23	0
19	Locked	38.6	23	0
20	Locked	37.6	15	0
21	Locked	38.6	20	0
22	Locked	38.6	27	0
23	Locked	38.6	19	0
24	Locked	38.6	17	0

[lotharmat]

Keep an eye on it - if it is a bad line - it *will* come back!

[Zoie_P]

HI StuartGMC, 

Thanks for your post 🙂 

I am so sorry you have been having issues with your upload, I have managed to locate your account and checked your power levels and can see you require a tech.

I will pop you over a PM and we can go from there 🙂 

Zoie