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hawkinsfamily24
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intermittent packet drops

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9e801e42e3bf048f40f09903d42970e66a45bdc-18-01-2021

The big red line at 10am  is when the engineer was here and he replaced all the cables and a new box on the wall with a splitter  He told me that if I still had a problem to get back in touch with him and he would talk to his manager. The second red line in the  afternoon is when I spent 2 and a half hours on the phone trying to get it sorted and get back in touch with the engineer. Got passed around several departments and she made me do all the resets that we have done before including a pinhole reset.. We have had 2 drops this afternoon since the pinhole reset. We get packet drops at exactly the same time as 1 of our neighbours so don't believe it is our equipment in our home but something is happening between the junction box in the road and our hubs.

We have had 3 different engineers out in the last week. This problem has been going on since December. I put a written complaint in on 17th December and have an acknowledgement and am still waiting for a response. Am looking at referring this matter to OFCOM as no one is listening to us and sorting it out.

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gary_dexter
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Message 2 of 10
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Re: intermittent packet drops


@hawkinsfamily24 wrote:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9e801e42e3bf048f40f09903d42970e66a45bdc-18-01-2021

The big red line at 10am  is when the engineer was here and he replaced all the cables and a new box on the wall with a splitter  He told me that if I still had a problem to get back in touch with him and he would talk to his manager. The second red line in the  afternoon is when I spent 2 and a half hours on the phone trying to get it sorted and get back in touch with the engineer. Got passed around several departments and she made me do all the resets that we have done before including a pinhole reset.. We have had 2 drops this afternoon since the pinhole reset. We get packet drops at exactly the same time as 1 of our neighbours so don't believe it is our equipment in our home but something is happening between the junction box in the road and our hubs.

We have had 3 different engineers out in the last week. This problem has been going on since December. I put a written complaint in on 17th December and have an acknowledgement and am still waiting for a response. Am looking at referring this matter to OFCOM as no one is listening to us and sorting it out.


VM have 8 weeks to respond to complaints before you can go to the relevant complaints body, which isn't OFCOM.

Post the network, upstream and downstream logs from the hubs admin pages back here as text.


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hawkinsfamily24
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Re: intermittent packet drops

How do I get that info from my hub please. Their complaint policy says 28 days to respond. Will follow the links on their info thanks

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gary_dexter
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Re: intermittent packet drops

Go to 192.168.0.1 in a browser and click Router Status below the login box.

All the tabs needed are in there.

And no, it's 8 weeks on their Complaints Code of Practice.

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hawkinsfamily24
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Message 5 of 10
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Re: intermittent packet drops

There isn't a router status option available. Is it under a different section? Sorry. Bit of a novice here

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hawkinsfamily24
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Re: intermittent packet drops

scrap that. Just found it

 

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hawkinsfamily24
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Re: intermittent packet drops

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

138750000

4.3

35

256 qam

1

2

146750000

4.1

35

256 qam

2

3

154750000

4

35

256 qam

3

4

162750000

4.1

35

256 qam

4

5

170750000

3.9

35

256 qam

5

6

178750000

3.7

35

256 qam

6

7

186750000

3.7

35

256 qam

7

8

194750000

3.5

36

256 qam

8

9

202750000

3.5

36

256 qam

9

10

210750000

3.2

35

256 qam

10

11

218750000

3.2

36

256 qam

11

12

226750000

3

35

256 qam

12

13

234750000

3

36

256 qam

13

14

242750000

2.7

36

256 qam

14

15

250750000

2.2

36

256 qam

15

16

258750000

2

36

256 qam

16

17

266750000

1.9

36

256 qam

17

18

274750000

2

36

256 qam

18

19

282750000

2.5

36

256 qam

19

20

290750000

2.7

36

256 qam

20

21

298750000

3.2

36

256 qam

21

22

306750000

3

36

256 qam

22

23

314750000

3

36

256 qam

23

24

322750000

3

36

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

35.7

281

568

2

Locked

35.5

283

811

3

Locked

35.5

294

886

4

Locked

35.7

269

971

5

Locked

35.7

237

939

6

Locked

35.7

214

944

7

Locked

35.7

233

920

8

Locked

36.3

200

948

9

Locked

36.3

199

949

10

Locked

35.7

185

857

11

Locked

36.3

191

945

12

Locked

35.7

175

924

13

Locked

36.3

182

930

14

Locked

36.3

175

907

15

Locked

36.3

179

938

16

Locked

36.3

186

949

17

Locked

36.3

170

954

18

Locked

36.3

169

777

19

Locked

36.3

170

848

20

Locked

36.6

147

849

21

Locked

36.3

154

966

22

Locked

36.6

143

1008

23

Locked

36.3

135

939

24

Locked

36.6

154

857

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hawkinsfamily24
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Message 8 of 10
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Re: intermittent packet drops

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

43.8

5120

64 qam

2

2

46200000

44.5

5120

64 qam

1

3

32600000

43

5120

64 qam

3

4

25799956

42.3

5120

32 qam

4




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

Network Log

Time

Priority

Description

18/01/2021 17:44:43

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 17:42:56

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 17:02:44

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 17:02:44

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 16:30:53

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 16:30:53

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 15:54:22

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 15:54:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 14:38:0

notice

SW download Successful - Via Config file

18/01/2021 14:35:10

notice

SW Download INIT - Via Config file

01/01/1970 00:01:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 14:28:11

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 13:28:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 12:34:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 12:34:48

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 11:02:48

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 11:02:48

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 11:02:47

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 10:30:21

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 10:27:42

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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hawkinsfamily24
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Message 9 of 10
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Re: intermittent packet drops

i Gary I have posted the details as requested. Below is last night and this morning's log

 

Time

Priority

Description

19/01/2021 09:09:4

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 09:09:4

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 09:01:37

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 09:01:37

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 08:41:36

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 08:41:36

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 07:30:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/01/2021 07:30:0

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 23:45:18

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 23:45:18

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/01/2021 23:44:41

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Danno90
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Message 10 of 10
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Re: intermittent packet drops

I am said neighbour (few doors up). As stated in the original post, our connections drop at the same time so I don't understand why we keep going round in circles being told to do pinhole resets, nor why when engineers are sent they only focus inside the property not outside of the property or why we've been given replacement hubs when they are clearly not the issue. Why is it so hard to get someone from the networks team to investigate/acknowledge the issue?

Here's my BQM and you can see the drops match the original post BQM for the 18th Jan (barring their resets):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/916b644eb70730c7f2f5f98f28a87b4539...

We get the RCS partial service and SYNC errors on our hub network logs at the same time (barring a few seconds). I have seen other users in this forum give advice on other similar posts and state it could be a noise issue which the network team would need to look at, could also be interference from somewhere? Is there anyway someone can flag this for staff to raise a ticket to the network team to investigate? There is no point sending engineers to our homes as it’s nothing to do with our own equipment, the BQM’s prove that, and it's a waste of time and resources. This has been occurring since 9th December and after countless phone calls we're just repeating ourselves over and over. We received an email on 21st December from Virgin to say network upgrades had been finished in our area, who's to say something as part of that job has caused the issues? (the upgrades could have started on 9th Dec which is only a week and a bit before the 21st and we had no issues prior!).

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