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m11
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Intermittent Packet Loss and spikes in latency

Hello everyone,

My connection is totally usable and quite good in general, however, there are some moments where I experience packet loss. This occurs in some competitive games that require consistently low latency and no packet loss or just 5 second drops in download speed. I've looked into my cable modem network status and seen some of the channels have power levels close to the upper bound which is considered optimal.

I just wanted to let someone look over my cable modem details to see if everything looks in order or if I need an engineer to install anything extra like an attenuator or equaliser to lower my forward path power.

Downstream bonded channels

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

12270000006.940256 qam12
2139000000940256 qam1
31470000009.140256 qam2
41550000009.140256 qam3
51630000008.940256 qam4
6171000000940256 qam5
71790000008.840256 qam6
81870000008.640256 qam7
91950000008.140256 qam8
10203000000840256 qam9
112110000007.640256 qam10
122190000007.340256 qam11
132350000006.440256 qam13
142430000006.440256 qam14
15251000000640256 qam15
162590000005.338256 qam16
172670000000.936256 qam17
182750000002.736256 qam18
192830000006.440256 qam19
202910000007.840256 qam20
212990000008.540256 qam21
22307000000840256 qam22
23315000000840256 qam23
24323000000840256 qam

24

 

Downstream bonded channels

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

1Locked40.350
2Locked40.300
3Locked40.960
4Locked40.3190
5Locked40.350
6Locked40.960
7Locked40.950
8Locked40.9170
9Locked40.950
10Locked40.940
11Locked40.340
12Locked40.350
13Locked40.910
14Locked40.350
15Locked40.350
16Locked38.900
17Locked36.380
18Locked36.610
19Locked40.350
20Locked40.300
21Locked40.340
22Locked40.340
23Locked40.960
24Locked40.950

 

Upstream bonded channels

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

13940001943.5512064 qam4
24619999843.5512064 qam3
35370000743.5512064 qam2
46029999843.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

m11_0-1635342498477.png

Thanks in advance,

Marwan H

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John_GS
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Re: Intermittent Packet Loss and spikes in latency

Hi @m11

 

Thanks for posting. My apologies for the broadband issues. 

 

I've checked the system and a few of the downstream channels are out of spec.

 

This needs a tech visit to the property to sort out. 

 

Best,

John_GS
Forum Team


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m11
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Re: Intermittent Packet Loss and spikes in latency

Thank you very much! 

I will get in touch with virgin media to get a technician out to fix this. 

May I ask you to explain to me in some detail which channels were out of spec and why?

Thanks in advance,

Marwan H

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John_GS
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Re: Intermittent Packet Loss and spikes in latency

Hi @m11

 

Respond to the PM I've sent mate, I'll book it in

 

Best,

John_GS
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John_GS
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Re: Intermittent Packet Loss and spikes in latency

Hi @m11

 

Thanks for joining me on PM

 

Just to update the thread, the engineer visit was booked in.

 

This can be tracked and/or altered in your online account 

 

Let us know how the visit goes

 

Best,

John_GS
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m11
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Re: Intermittent Packet Loss and spikes in latency

Hello again,

The engineer did visit my property and checked out my equipment and wiring. He was very friendly and explained, in detail, the process of diagnosing and fixing my issue. 

There were two main issues:

  • High dbmV Power levels on the downstream bonded channels as sometimes they fluctuate past the acceptable range (-6 <dbmV< 10)
  • An issue with the cabling outside the property where a part of the coaxial cable to the cabinet was bent at an almost 180 degrees causing the inner sheilding and copper cable to become exposed and overtime, it degraded due to weather and caused the packet loss

The engineer added a 3db attenuator to the back of my modem and replaced the damaged wiring. 

I have never had a connection this stable in a long time and it has fixed all the issues!

m11_0-1635723715483.png

Thank you,

Marwan H

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m11
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Re: Intermittent Packet Loss and spikes in latency

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

14270000003.240256 qam37
2251000000-1.736256 qam15
32590000002.238256 qam16
42670000002.740256 qam17
52750000002.940256 qam18
62830000003.240256 qam19
72910000004.440256 qam20
8299000000540256 qam21
93070000004.940256 qam22
103150000004.940256 qam23
11323000000540256 qam24
12331000000540256 qam25
133390000004.840256 qam26
143470000004.940256 qam27
153550000004.940256 qam28
163630000004.940256 qam29
173710000004.840256 qam30
183790000004.540256 qam31
193870000004.140256 qam32
203950000003.940256 qam33
214030000003.740256 qam34
224110000003.740256 qam35
234190000003.540256 qam36
24435000000340256 qam38
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Zach_R
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Re: Intermittent Packet Loss and spikes in latency

Hi @m11,

Thank you for the update on this. I'm really glad to hear that the engineer was able to address and resolve the issue for you during your visit.

Please do let us know if there's anything more we can assist you with.

Thanks,
 



Zach - Forum Team


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