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pmd_clock
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Help! Multiple internet dropouts/long pings every day

I Have been having intermittent issues with my internet dropping packets and showing long ping times - usually these episodes last ~1 minute and self-resolve, but they are wearing me down, and it's not the service I expect (am on 500)

Some days it's absolutely fine, other days it's 10-20 times during the working day, usually ~5. Mostly seems to be my downstream - if I'm on video confs others can still see/hear me while I can't see/hear them or have big drop-outs. I run long-term pings to 8.8.8.8 and see ~0.5% packet loss over a day. It's super disruptive to my work (as working from home and doing a lot of video confs)

Unable to speak to anyone useful at VM so have given up - tend to get stock offshore "turn it off and on again, running tests" scripts. And these days that's after 90 minute wait!

Running in Modem mode.  Don't seem to be any issues with my power levels/SnR (but please comment!) or any correlation with logged errors on the modem.

Seems to be related to peak times - has been fairly good over the christmas break. I suspect it's upstream of my house as seems completely random and unrelated to anything I can diagnose from the SH onwards (I have fibre to the house and an SH3)

Please help!

Have a BQM running long-term where you may be able to see the issues (depending if they're occuring).

Here's an example "bad" day: byng_bad_ping.png 

"average day":

 byng_average_ping.png

"good" day:

byng_good_ping.png

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pmd_clock
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Re: Help! Multiple internet dropouts/long pings every day

Downstream bonded channels

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

12267500004.540256 qam12
22027500004.440256 qam9
32107500004.540256 qam10
42187500004.540256 qam11
52347500004.340256 qam13
6242750000440256 qam14
72507500003.940256 qam15
82587500003.740256 qam16
92667500003.740256 qam17
102747500003.440256 qam18
112827500003.240256 qam19
122907500003.240256 qam20
132987500003.540256 qam21
143067500003.540256 qam22
153147500003.540256 qam23
163227500003.740256 qam24
173307500003.740256 qam25
18370750000440256 qam26
193787500004.140256 qam27
20386750000440256 qam28
21394750000440256 qam29
22402750000440256 qam30
23410750000440256 qam31
244187500003.740256 qam32



Downstream bonded channels

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

1Locked40.91120
2Locked40.91040
3Locked40.91000
4Locked40.91180
5Locked40.31390
6Locked40.31570
7Locked40.31630
8Locked40.91310
9Locked40.91100
10Locked40.32010
11Locked40.92510
12Locked40.32310
13Locked40.92290
14Locked40.92890
15Locked40.32950
16Locked40.32270
17Locked40.32630
18Locked40.34910
19Locked40.93640
20Locked40.93750
21Locked40.34730
22Locked40.35190
23Locked40.97590
24Locked40.96890

 

Upstream bonded channels

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

13940000036512064 qam4
23260000035512064 qam5
34620000035.5512064 qam3
45370000035.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00250
2ATDMA00360
3ATDMA00370
4ATDMA00290



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Re: Help! Multiple internet dropouts/long pings every day

Network Log

Time Priority Description

04/01/2021 00:04:27Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 13:51:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 07:59:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 07:59:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 20:01:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:59:3noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2020 19:59:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 13:39:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 07:59:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 07:59:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 04:12:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 19:59:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 19:59:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 16:22:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 07:59:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2020 07:59:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 07:22:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 19:59:0noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 19:59:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 14:27:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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pmd_clock
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Re: Help! Multiple internet dropouts/long pings every day

I'm wondering if anyone here can advise me on this please?

Thanks in advance!
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pmd_clock
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Re: Help! Multiple internet dropouts/long pings every day

For some reason images aren't working, so here are links to the BQMs of bad/typical/good days:

Bad

Typical

Good

Would love some input here - this isn't expected or acceptable is it?

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Z92
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Re: Help! Multiple internet dropouts/long pings every day

Since it's OK at the moment, VM won't send out an engineer. 

Your "bad" and "typical" day is so long ago that those problems could have been fixed by now. 

Do you have any more recent "bad" and "typical" days? 

 

 

 

pmd_clock
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Message 7 of 9
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Re: Help! Multiple internet dropouts/long pings every day

Thanks for the feedback.

Good point. It has generally been better over the christmas break - I put that down to less contention as people weren't working etc, but perhaps it's fixed (doubt it).

Here's a "typical" day from 30th Dec

The problem with this issue is that it is sporadic, and therefore hard to get any traction with VM when I call because they say "looks fine from this end". But in practice for me it's super disruptive as I can't work effectively when it drops out.

I've been a Virgin customer for 23 years (originally Telewest in Bristol on 512K!), and never had this behaviour until I got this install at my new property (which is all brand new fibre-to-the-house as part of project Lightning).

Is this just what we have to put up with now?

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Z92
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Re: Help! Multiple internet dropouts/long pings every day

From your graphs it appears to be more like a problem at the cabinet, and considering it's intermittent, I'd say its a wait and see game I'm afraid. I did have very similar looking graphs about a month ago, but luckily they've now fixed it. 

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Re: Help! Multiple internet dropouts/long pings every day

Last 2 days have been awful again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/10e63f7f1ffc2e7d76348700f276908e29be1958-09-01-2021
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