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zgL4X
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Intermittent connection & packet loss

Hi,

We've been seeing lots of short network dropouts recently, so I set up a BQM last month. Latest outage we noticed was last night (2021-03-26), a little before 11pm. It looks like this in BQM:

9cd44aaee88b4c1fd6a123958bc21c0702e32f45-26-04-2021

(Day before (2021-03-25):

84e0121b7bd539fecceabd356856c7b408cd4846-25-04-2021

And day before that (2021-03-24):

f40284e620694d19e28c99b2878b030df2ea9edd-24-04-2021

 )

The Hub 3's status page showed a pattern I've come to associate with these outages: during it the upstream bonded channels change to 32 qam or 16 qam modulation, and after it ends the T3 timeouts have increased:

Start of outage:

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 40.5 5120 64 qam 6
2 46200000 39.5 5120 32 qam 5
3 32600000 39.3 5120 32 qam 7
4 25800000 40 5120 32 qam 8


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 154 0
2 ATDMA 0 0 536 0
3 ATDMA 0 0 63 0
4 ATDMA 0 0 7 0

 

 

Middle of outage:

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39401777 41.2 5120 16 qam 6
2 46199703 40.7 5120 16 qam 5
3 32599742 40.5 5120 16 qam 7
4 25800000 40.2 5120 16 qam 8


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 154 0
2 ATDMA 0 0 536 0
3 ATDMA 0 0 63 0
4 ATDMA 0 0 7 0

 

Afterwards:

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399791 40.8 5120 64 qam 6
2 46200035 41 5120 64 qam 5
3 32600000 40.5 5120 64 qam 7
4 25799985 40.3 5120 64 qam 8


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 157 0
2 ATDMA 0 0 541 0
3 ATDMA 0 0 63 0
4 ATDMA 0 0 9 0

 

The network log doesn't show anything for this time:

 

Network Log
Time    Priority    Description
25/04/2021 01:48:9  critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 22:32:32 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 21:32:33 notice  LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 18:48:7  critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 10:32:32 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:29:57 critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 22:32:31 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 14:22:49 notice  LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 11:13:47 critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 10:32:30 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 18:14:19 critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 22:32:29 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
10/04/2021 10:58:58 critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 19:35:5  notice  LAN login Success;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 10:32:28 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 22:06:6  critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 22:32:28 Error   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 05:55:59 critical    No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 05:55:35 critical    Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

For completeness the current downstream (I've not noticed any change in this during outages):

 

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	714250000	-0.2	38	256 qam	32
2	474250000	-0.5	38	256 qam	9
3	482250000	-0.5	38	256 qam	10
4	490250000	-0.7	38	256 qam	11
5	498250000	-0.7	38	256 qam	12
6	506250000	-0.5	38	256 qam	13
7	514250000	-0.2	38	256 qam	14
8	522250000	-0.2	38	256 qam	15
9	530250000	-0.7	38	256 qam	16
10	538250000	-0.9	38	256 qam	17
11	546250000	-1.2	38	256 qam	18
12	554250000	-1.2	38	256 qam	19
13	562250000	-1	38	256 qam	20
14	570250000	-1	38	256 qam	21
15	578250000	-1	38	256 qam	22
16	586250000	-1.4	38	256 qam	23
17	594250000	-1	38	256 qam	24
18	658250000	-0.4	40	256 qam	25
19	666250000	-0.2	38	256 qam	26
20	674250000	0	38	256 qam	27
21	682250000	-0.2	38	256 qam	28
22	690250000	-0.2	38	256 qam	29
23	698250000	0	38	256 qam	30
24	706250000	0	40	256 qam	31


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	491	0
2	Locked	38.9	608	0
3	Locked	38.9	569	0
4	Locked	38.9	573	0
5	Locked	38.9	663	0
6	Locked	38.9	957	27
7	Locked	38.9	531	19
8	Locked	38.9	505	16
9	Locked	38.9	557	0
10	Locked	38.6	591	0
11	Locked	38.9	801	18
12	Locked	38.9	948	16
13	Locked	38.9	515	0
14	Locked	38.9	581	0
15	Locked	38.9	528	5
16	Locked	38.9	755	0
17	Locked	38.9	492	0
18	Locked	40.3	496	0
19	Locked	38.9	417	0
20	Locked	38.9	549	0
21	Locked	38.9	437	0
22	Locked	38.9	674	0
23	Locked	38.9	827	0

 

We're Area 31, and I haven't found the Virgin status checker to admit to any problem during our outages.

Is there anything to be done to improve this?

Thanks

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Robert_P
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Re: Intermittent connection & packet loss

Hello zgL4X

 

Thanks for taking the time to put together a really comprehensive post in regards to the broadbadn issues you've been experiencing. We appreciate all of the information provided and for you raising this via our forums, welcome to the community.

 

We've taken a look at your account and there is currently an area issue, the issue is reported as SNR (noise) under reference F008975106 with an estimated fix date of the 30th April at 4pm. Please leave the BQM running and allow 24 hours to pass after the date.

 

If after this time you're still experiencing the issue, post all of the details again for that time and the BQM and we can take another look for you.

 

 

Rob

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zgL4X
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Re: Intermittent connection & packet loss

Thanks for the information, and I'll continue to monitor.
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