packet loss

[bazzascott]

Hi, I've been experiencing some timeouts & packet loss lately and just wanted to run it by here in the first to see if there was any advice / obvious issues.

I set up a BQM after checking some threads here and am seeing high packet loss here,

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6607c3d83681f330fa89e5bfaec40b2625c8d3f9

Also when trying to ping externally I'm seeing pretty much every other request time out,

Ping statistics for 8.8.8.8:
Packets: Sent = 433, Received = 217, Lost = 216 (49% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 174ms, Average = 35ms

I've tried a pinhole reset on the hub which previously did seem to remedy the issues for a short while but it returned again within a couple of days. I've tried this again to see if it would help but not had as much joy this time. I've tried checking the coax cables from the wall to the router & everything seems tight as well.

Network Log

Time Priority Description

28/05/2024 13:33:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 13:18:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 10:20:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:01:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2024 07:01:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 13:21:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 08:45:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 08:38:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2024 08:13:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2024 11:53:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2024 11:28:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 14:58:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 05:46:43	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2024 05:46:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2024 17:12:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2024 15:41:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2024 18:28:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2024 17:46:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2024 17:46:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2024 11:01:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	331000000	3.2	40	256 qam	25
2	139000000	4.4	40	256 qam	1
3	147000000	4.5	40	256 qam	2
4	155000000	4.5	40	256 qam	3
5	163000000	4.3	40	256 qam	4
6	171000000	4.1	40	256 qam	5
7	179000000	4	38	256 qam	6
8	187000000	4.3	40	256 qam	7
9	195000000	4.5	40	256 qam	8
10	203000000	4.5	40	256 qam	9
11	211000000	4.5	40	256 qam	10
12	219000000	4.5	40	256 qam	11
13	227000000	4.5	40	256 qam	12
14	235000000	4.5	40	256 qam	13
15	307000000	3.2	40	256 qam	22
16	315000000	3.2	40	256 qam	23
17	323000000	3.2	40	256 qam	24
18	339000000	3.2	38	256 qam	26
19	347000000	3	38	256 qam	27
20	355000000	3	40	256 qam	28
21	363000000	3	40	256 qam	29
22	371000000	3	40	256 qam	30
23	379000000	3	38	256 qam	31
24	387000000	3	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	88	30
2	Locked	40.9	175727	25475
3	Locked	40.3	126421	16216
4	Locked	40.3	87527	2921
5	Locked	40.9	43371	563
6	Locked	40.3	25643	827
7	Locked	38.9	29239	592
8	Locked	40.3	1404	711
9	Locked	40.3	586	692
10	Locked	40.3	484	721
11	Locked	40.3	429	574
12	Locked	40.3	402	673
13	Locked	40.9	357	616
14	Locked	40.3	291	280
15	Locked	40.3	95	28
16	Locked	40.9	99	44
17	Locked	40.3	90	35
18	Locked	38.9	75	55
19	Locked	38.9	91	26
20	Locked	40.9	110	0
21	Locked	40.3	74	24
22	Locked	40.3	91	6
23	Locked	38.9	83	22
24	Locked	40.3	68	13

Thanks

[jpeg1]

That is terrible, I'm surprised you have any connection at all. Check all the coax connections are good and do a factory reset on the Hub.

Check for local faults on 0800 561 0061

If that doesn't fix it, phone it in as a fault, 

[John_GS]

Hi @bazzascott 

Thanks for posting and welcome to the community. Sorry to hear of the broadband issues. Thanks to jpeg1 as always for their input here. You do need an engineer visit due to the amount of disconnections we can see. I'll send you a PM now to assist further.