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high Ping and Packet loss

For the last 6 months we have been experiencing high packet loss of over 20% and very high ping levels.

we have phoned virgin media on many occasions to be told to reset the router, this is not fixing the issue. They provided us with a new hub but the issues are still occurring. we have paid extra for faster speeds but nothing seems to be fixing the issue.

we have also made two complaints to virgin media over 2 months ago and have not heard anything back from either complaints.

 

please can anyone offer any advice on what else we can do?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ebd47ba061fbb45b27f9a67a81f242b2f7... Callumms_0-1603884286870.png

Callumms_1-1603884444927.pngCallumms_2-1603884467113.png

 

 

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Alessandro Volta
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Re: high Ping and Packet loss

Post a Live Link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Downstream

14750000008.537256 qam9
2411000000937256 qam1
34190000008.837256 qam2
44270000008.937256 qam3
54350000008.837256 qam4
64430000008.937256 qam5
74510000008.536256 qam6
84590000008.336256 qam7
94670000008.337256 qam8
104830000008.537256 qam10
114910000008.337256 qam11
12499000000837256 qam12
135070000007.937256 qam13
14515000000837256 qam14
155230000008.337256 qam15
165310000008.337256 qam16
17539000000837256 qam17
185470000007.637256 qam18
195550000007.537256 qam19
205630000007.637256 qam20
21571000000737256 qam21
225790000006.537256 qam22
235870000006.536256 qam23
24595000000736256 qam24
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Upstream

1394000005.1512064 qam2
2462000005.1512064 qam1
3326000005.1512064 qam3
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Network Log

Time Priority Description

28/10/2020 11:55:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:55:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:55:13Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:51:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:51:4criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:51:4criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:44:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:44:17criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:44:17criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:37:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:37:29criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:37:29criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:31:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:30:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:30:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:24:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:23:52criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:23:52criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:17:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 11:17:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Alessandro Volta
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Re: Upstream

You upstream levels are too high and there should be 4 locked - I'm assuming they're just missing from your copy/paste?

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Re: Upstream

Just updated it.
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Re: Upstream

Any chance you could check my post please. Posted 2 days ago but seems to have been missed.
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Alessandro Volta
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Re: Upstream


@deblob wrote:
Any chance you could check my post please. Posted 2 days ago but seems to have been missed.

Please don’t hijack other threads


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Re: Upstream

Sorry, it turns out I missed on in my upstream. this is it.

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

1394000495.1512064 qam2
2461999855.1512064 qam1
3258002705.1512064 qam4
4325999005.1512064 qam3

Thanks for the help

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