Hub 3.0 latency and packet loss

[neilz]

Hello

We have been suffering with latency and packet loss at certain times of day over the last few days that can be seen on our broadband monitor graph (snapshot showing yesterday). It happens for a few minutes and then everything is ok again, very noticeable when on Teams calls.

Would someone be able to check over our hub 3.0 downstream/upstream stats please?

Thanks in advanced!
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Item Status Comments

Acquired Downstream Channel (Hz)	370750000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	370750000	0	40	256 qam	30
2	202750000	-0.4	38	256 qam	9
3	210750000	-0.4	38	256 qam	10
4	218750000	-0.5	38	256 qam	11
5	226750000	-1.5	38	256 qam	12
6	234750000	-2.2	38	256 qam	13
7	242750000	-2.7	38	256 qam	14
8	250750000	-2.7	38	256 qam	15
9	258750000	-2.5	38	256 qam	16
10	266750000	-2	38	256 qam	17
11	274750000	-1.4	38	256 qam	18
12	282750000	-0.5	38	256 qam	19
13	290750000	0.5	38	256 qam	20
14	298750000	1.2	40	256 qam	21
15	306750000	0.5	38	256 qam	22
16	314750000	0.4	38	256 qam	23
17	322750000	1	40	256 qam	24
18	330750000	0.7	38	256 qam	25
19	338750000	0.2	40	256 qam	26
20	346750000	0.7	38	256 qam	27
21	354750000	0.5	40	256 qam	28
22	362750000	0	40	256 qam	29
23	378750000	0	38	256 qam	31
24	386750000	-1	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	701	1806
2	Locked	38.6	750	2347
3	Locked	38.9	869	5633
4	Locked	38.9	709	2805
5	Locked	38.6	846	2592
6	Locked	38.9	1097	2856
7	Locked	38.9	1327	6298
8	Locked	38.9	1278	3674
9	Locked	38.9	1364	3165
10	Locked	38.6	1138	2811
11	Locked	38.9	939	3061
12	Locked	38.9	863	5572
13	Locked	38.9	778	3457
14	Locked	40.3	728	6286
15	Locked	38.9	885	4842
16	Locked	38.9	820	5049
17	Locked	40.9	699	5059
18	Locked	38.9	982	3906
19	Locked	40.3	920	5115
20	Locked	38.9	753	4018
21	Locked	40.3	876	7867
22	Locked	40.3	828	4884
23	Locked	38.6	714	3755
24	Locked	38.9	821	3454

Upstream bonded channels

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

1	32600000	45.3	5120	64 qam	3
2	25800000	45.3	5120	64 qam	4
3	39400000	46.3	5120	64 qam	2
4	46200000	45.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	30	0
2	ATDMA	0	0	36	0
3	ATDMA	0	0	24	0
4	ATDMA	0	0	35	0

[Adduxi]

Far too many PostRS errors on the line.  Ideally these should be zero.  You will need a VM technician to find and fix the issue, usually noise ingress.

[Steven_L]

Hey @neilz,

Welcome back to the community and thanks for taking the time to post here on the forums.
I'm sorry for the late reply to your post and for the issues that you were having at the time of posting, I have looked into our system and cannot see anything that would be causing issues at the moment. Are the issues still ongoing for you at the moment?

Regards,

Steven_L

[neilz]

Hi Steven

Thanks for checking from your end. It appears to have been stable since we upgraded to M350 touch wood. I wonder if it was just a glitch or something with the previous configuration causing it.

I'll post back if we start having the same issue again.

Thanks

[neilz]

Sorry Steven, just checked the modem and there an awful lot of post rs errors again?

Looking at BQM there was some packet loss again today just after 12pm and some yesterday 5pm, 8pm and near 10pm that may be linked?

Downstream bonded channels

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

1	Locked	37.6	546	7014
2	Locked	37.3	509	6904
3	Locked	37.3	525	6906
4	Locked	37.6	584	7388
5	Locked	37.6	591	6954
6	Locked	38.6	603	7533
7	Locked	38.6	627	7192
8	Locked	38.6	641	7283
9	Locked	38.6	564	7478
10	Locked	38.6	622	7534
11	Locked	38.9	439	8315
12	Locked	38.6	330	8394
13	Locked	38.6	454	8103
14	Locked	38.6	484	8222
15	Locked	38.6	475	8176
16	Locked	38.9	448	8300
17	Locked	38.6	400	8380
18	Locked	38.6	430	8532
19	Locked	38.9	394	386
20	Locked	38.9	427	432
21	Locked	38.9	585	1045
22	Locked	38.9	651	1054
23	Locked	40.3	616	1136
24	Locked	40.3	643	1158

[Tudor]

All the error counts are accumulative since the hub was last power cycled. So to reset all the counts and make it vary obvious to VM that there is a circuit problem could you please power cycle your hub and then post a new set of stats after an hour or so. This will show the current figures. I would also be worried by the T3 errors on the upstream which were high.

[neilz]

Hi Tudor

Current upstream timeouts are below. The hub was last power cycled on Friday 28th January, but will reboot it shortly and post again.

Thank you

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

[neilz]

Morning

I rebooted the hub yesterday evening around 4.45pm and the stats are as below so far. I think whatever is causing the random bursts of errors and packet loss is random. I will monitor today and see if they jump throughout the working day suddenly like I suspect.

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	1	0

Downstream bonded channels

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

1	Locked	38.6	7	0
2	Locked	37.6	7	0
3	Locked	37.6	5	0
4	Locked	37.3	7	0
5	Locked	38.6	8	0
6	Locked	38.6	5	0
7	Locked	38.9	7	0
8	Locked	38.6	23	0
9	Locked	38.6	18	0
10	Locked	38.6	7	0
11	Locked	38.9	7	0
12	Locked	38.9	6	0
13	Locked	38.6	8	0
14	Locked	38.6	14	0
15	Locked	38.9	8	0
16	Locked	38.9	2	0
17	Locked	38.9	9	0
18	Locked	38.6	13	0
19	Locked	38.9	7	0
20	Locked	38.9	8	0
21	Locked	40.3	6	0
22	Locked	38.9	17	0
23	Locked	40.3	18	0
24	Locked	40.3	18	0

[Zach_R]

Hi @neilz,

Thank you for expanding. I am really sorry to hear that this issue is unfortunately ongoing for you.

I'm going to send you a private message in a few moments so that we can investigate what's going on a little further. Please response to this at your earliest convenience.

Thanks,
 

[Zach_R]

Hi @neilz,

Thank you for getting back to us via private message so that we could take a closer look over things for you.

As discussed, a known area impacting fault has been detected which would explain the issues you're experiencing, and the current estimated fix time is approximately 6:00pm today. If the issues persist beyond this, please check on our Service Status page to see if an updated time has been put in place.

If nothing is being reported there but your service issues remain, let us know and we can go from there.

Thanks,