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Packet Loss & Errors

kirbyan
On our wavelength

on ‎18-04-2023 17:02

Recently been seeing problems with stuttering MS Teams and Youtube. Thinkbroadband monitor is showing some packet loss (red spikes) which is usually not there:

Screenshot 2023-04-18 at 16-59-38 Broadband Quality Monitor thinkbroadband.png

Also seeing errors in the Modem log:

Tue 18/04/2023
15:39:12		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
15:35:17		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
14:56:04		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
14:41:48		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
12:35:32		6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
12:29:49		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
11:35:39		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
10:46:56		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
08:35:07		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
07:54:20		6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
06:35:16		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
05:30:44		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
05:30:44		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
02:35:06		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/04/2023
01:38:04		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/04/2023
08:04:31		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 17/04/2023
05:17:32		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023
02:02:36		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023
01:47:33		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023
01:47:33		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/04/2023
01:11:23		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023
11:56:05		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 14/04/2023
10:28:54		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 13/04/2023
18:38:18		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 13/04/2023
17:57:27		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 13/04/2023
04:01:08		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 13/04/2023
03:25:27		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
07:21:37		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
07:21:37		5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 12/04/2023
07:21:21		5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/04/2023
21:14:27		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/04/2023
16:13:47		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/04/2023
04:19:11		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 10/04/2023
20:54:56		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 10/04/2023
20:13:45		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 10/04/2023
20:13:45		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 09/04/2023
10:38:30		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/04/2023
20:51:29		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 07/04/2023
19:10:53		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 07/04/2023
11:27:10		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 07/04/2023
08:24:15		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 07/04/2023
08:13:45		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 07/04/2023
08:13:45		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 05/04/2023
13:21:49		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 05/04/2023
06:13:35		6US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 04/04/2023
22:48:53		3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/04/2023
20:23:23		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/04/2023
20:13:45		6DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/04/2023
20:13:45		4DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/04/2023
13:07:43		6US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Power levels etc to follow.

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14 REPLIES 14

kirbyan
On our wavelength

on ‎18-04-2023 17:03

3.0 Downstream channels

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

306430000000.238.6QAM25630
14110000002.238.6QAM2561
24190000002.338.6QAM2562
34270000002.637.6QAM2563
44350000002.637.6QAM2564
54430000002.738.6QAM2565
64510000002.838.6QAM2566
74590000002.737.6QAM2567
84670000002.839QAM2568
94750000002.639QAM2569
104830000002.638.6QAM25610
114910000002.738.6QAM25611
124990000002.538.6QAM25612
135070000002.838.6QAM25613
145150000002.838.6QAM25614
155230000002.939QAM25615
165310000003.138.6QAM25616
17539000000338.6QAM25617
185470000003.138.6QAM25618
195550000003.138.6QAM25619
205630000002.938.6QAM25620
215710000002.838.6QAM25621
225790000002.438.6QAM25622
235870000002.238.6QAM25623
245950000002.138.6QAM25624
256030000001.738.6QAM25625
266110000001.539QAM25626
27619000000139QAM25627
286270000000.637.6QAM25628
296350000000.538.6QAM25629
316510000000.237.6QAM25631



3.0 Downstream channels

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

30Locked38.60537700
1Locked38.60537700
2Locked38.60537700
3Locked37.63627600
4Locked37.63627600
5Locked38.60537700
6Locked38.60537700
7Locked37.63627600
8Locked38.98326100
9Locked38.98326100
10Locked38.60537700
11Locked38.60537700
12Locked38.60537700
13Locked38.60537700
14Locked38.60537700
15Locked38.98326100
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked38.60537700
21Locked38.60537700
22Locked38.60537700
23Locked38.60537700
24Locked38.60537700
25Locked38.60537700
26Locked38.98326100
27Locked38.98326100
28Locked37.63627600
29Locked38.60537700
31Locked37.63627600



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked40-0.634710513237
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kirbyan
On our wavelength
In response to kirbyan

on ‎18-04-2023 17:04

3.0 Upstream channels

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

13010000044.55120 KSym/secQAM644
22360000044.55120 KSym/secQAM645
336600000445120 KSym/secQAM643
44310000044.55120 KSym/secQAM642
54960000044.85120 KSym/secQAM641



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.036.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900
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lotharmat
Community elder
In response to kirbyan

on ‎18-04-2023 18:07

The D/S 3.1 channel looks like it could be struggling a bit.

Are there any area faults listed?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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kirbyan
On our wavelength
In response to lotharmat

on ‎18-04-2023 19:01

The phone number doesn’t specifically say there’s a fault but “we’re sorry you’re having issues. If there is a fault we may be working on it already but it may take some time to complete as some faults are complicated to resolve.” 

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lotharmat
Community elder
In response to kirbyan

on ‎18-04-2023 19:12

Hmmm - I'd hang tight for VM forum staff to get to this then! That info from the phone number was not particularly helpful.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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kirbyan
On our wavelength
In response to lotharmat

on ‎20-04-2023 11:32

Hope someone picks this up soon - it's steadily getting worse, not better:

 

Screenshot 2023-04-20 at 11-31-02 Broadband Quality Monitor thinkbroadband.png

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gitty
Fibre optic
In response to kirbyan

on ‎20-04-2023 12:28

@kirbyan wrote:

Hope someone picks this up soon - it's steadily getting worse, not better:

The pattern has changed, though. Most of the packet loss happen at regular intervals (half an hour). That could be VM doing some testing.

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Zach_R
Forum Team
Forum Team
In response to kirbyan

on ‎22-04-2023 13:04

Hi @kirbyan,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm so sorry to hear about the recent connection issues that you're experiencing. I've taken a look at things on our systems for you, and it appears that there's a known fault that would explain the problems you're facing at the moment. The current estimated fix date/time for that fault is approximately 6:00pm on Monday 24th April.

If the issues continue for you after this time has passed, please let us know and we'll take another look over things.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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kirbyan
On our wavelength
In response to Zach_R

on ‎01-05-2023 11:41

So there was work scheduled for Friday 28th April and we were told via a text message that we would likely not have connectivity during the day. The connection was down for maybe 20minutes in the end, and I've given it until today (Monday 1st May) to stabilise and settle. 

There's still a constant random amount of packet loss - much as I reported originally. 

Updated stats to follow: It still looks like the Docsis 3.1 downstream channel is struggling and occasionally the 3.1 upstream. 

I'm seeing No Ranging Response received - T3 time-out; and US profile assignment change. US Chan ID: 6 frequently in the network log. 

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