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ted274
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Severe packet loss this week

Anyone else having problems in S London?

Service has generally been fine, a bit congested at evening peak but no packet loss.

2pm on Monday and packet loss starts gradually, up to 50% by 4pm - service restored just before 5pm.

No issues on Tuesday.

Today at 0515 more severe packet loss - 50-100%. It has been coming and going all morning - link below.

Any ideas what this is caused by? Signal levels are solid, RX 5-7dBmV 37-38SNR, TX 3.8dBmV, low pre-RS errors, no post RS or US errors.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4bf01d4ccdb0f1fb8d655ffd85306ccc16f13185-08-07-2020
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ted274
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Re: Severe packet loss this week

My router has got a DHCP address now (80.6.xxx.yyy) and I can ping the gateway (80.6.xxx.1) - but nothing beyond it.

Edit: - at least five others on the street are having problems too.

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Z92
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Re: Severe packet loss this week

I'm not in S London but I still got bad packet loss last night, could ping places and get a response within 50ms, but trying to get more than the size of a ping packet back was a no go - so no web pages could be loaded for example. They just timed out. BQM shows lots of red last night and packet loss. This morning though all fine again so I assumed it was just the local circuit overly congested so the traffic never got as far as the virgin backbone. 

Yours sounds more like a equipment failure in a cabinet maybe if it's still happening ? I had that a few weeks back. 

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ted274
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Re: Severe packet loss this week


@Z92 wrote:

I assumed it was just the local circuit overly congested so the traffic never got as far as the virgin backbone. 


That's the weird thing, I'm used to the local circuit congestion, I have a Whitebox and in my area it's basically 15% speed reduction (zero packet loss) from 1630-1930, then depending on the day (if nice weather, more people go out, so the internet is faster) 1930-2230 the speed reduction is massive, up to 85% as everyone goes on Netflix. That still doesn't cause any packet loss though.

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ted274
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Re: Severe packet loss this week

It's back up and running now. I wonder if this has been caused by the network being segmented - is there any way to find out if/when that is planned for?

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Steven_L
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Re: Severe packet loss this week

Sorry to hear of the issues that you've been having with your connection this week ted274.

 

Please can you post your network logs here,so that we can have a look at them and find out whats going on, if you're unsure how to do this, please follow the instructions below

 

 

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return.

 

On the first page up [there should be no need to login if you have done so before] 

click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

 

Please remove all personal data from the logs before you post them.

 

Regards

Steven_L
 

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ted274
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Re: Severe packet loss this week

Hi Steven,

Please see below. There are definitely good days and bad days - I had a tech out on Monday (new property - changing from seller's to buyer's account, so I took the opportunity to have old wiring replaced) but there has still been packet loss since the visit. The Post RS errors were stable at 0 for a good while, but there was also no packet loss for a while - I'll keep an eye on it and see if the numbers jump up after the next packet loss incident.

On a few occasions I've heard from neighbours that they've had problems too - so given that all cable and the isolator after the ETB have been replaced I think it's a bigger issue.

Happy to work with you on fault finding if that helps.


Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 194750000 4.6 37 256 qam 8
2 202750000 4.5 37 256 qam 9
3 210750000 4.3 37 256 qam 10
4 218750000 4.1 37 256 qam 11
5 226750000 4 37 256 qam 12
6 234750000 4 37 256 qam 13
7 242750000 3.7 37 256 qam 14
8 250750000 3.7 37 256 qam 15
9 258750000 3.7 37 256 qam 16
10 266750000 4.5 37 256 qam 17
11 274750000 4.6 37 256 qam 18
12 282750000 4.8 38 256 qam 19
13 290750000 4.6 37 256 qam 20
14 298750000 4.8 37 256 qam 21
15 306750000 4.8 37 256 qam 22
16 314750000 4.9 38 256 qam 23
17 322750000 5.1 38 256 qam 24
18 402750000 4.5 37 256 qam 25
19 410750000 4.4 37 256 qam 26
20 418750000 4.3 37 256 qam 27
21 426750000 4.3 37 256 qam 28
22 434750000 4.3 37 256 qam 29
23 442750000 4.4 37 256 qam 30
24 450750000 4.4 37 256 qam 31


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 3379 3781
2 Locked 37.3 3169 3091
3 Locked 37.6 4195 29050
4 Locked 37.6 5712 21681
5 Locked 37.6 5633 23719
6 Locked 37.6 2724 2011
7 Locked 37.6 3418 3263
8 Locked 37.6 3532 3453
9 Locked 37.3 3305 2373
10 Locked 37.6 2865 2024
11 Locked 37.6 3047 2082
12 Locked 38.6 2680 1410
13 Locked 37.6 2413 1224
14 Locked 37.3 2231 1360
15 Locked 37.6 2520 1771
16 Locked 38.6 2739 1725
17 Locked 38.6 2389 1286
18 Locked 37.6 1473 557
19 Locked 37.6 1488 633
20 Locked 37.6 1467 778
21 Locked 37.6 1726 951
22 Locked 37.3 1972 975
23 Locked 37.6 2009 862
24 Locked 37.6 1970 740


Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60299959 4.05 5120 64 qam 19
2 39399849 3.975 5120 64 qam 22
3 46199869 3.95 5120 64 qam 21
4 53700072 4 5120 64 qam 20

 

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 0 0


Network Log
Time Priority Description
15/07/2020 15:02:38 Warning! RCS Partial Service;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 15:02:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 15:02:20 Warning! RCS Partial Service;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 13:06:22 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 10:44:44 Warning! TEK Invalid - Invalid Key Sequence Number;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2020 10:28:32 Warning! RCS Partial Service;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 02:52:40 critical No Ranging Response received - T3 time-out;CM-MAC=c0:05:c2:a9:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Lisa_CC
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Re: Severe packet loss this week

Thanks for the network logs ted274 and I'd like to take a look at your network stats on the backend. I'll send you a Private Message so I can get some more details from you to take a look. Please reply back to it 🙂

 

Thanks,

 

Lisa

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ted274
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Re: Severe packet loss this week

Thanks Lisa, PM sent.

For anyone else interested, things have improved a bit - from this two weeks ago:

to this last week, which still lost enough packets at 3pm to drop VPN sessions etc.

There was a regrade on 13th July to 350/35, internal cabling was replaced and a 3dB attenuator fitted. Things do seem better but there's still a burst of errors every 1-2 days.

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Lisa_CC
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Re: Severe packet loss this week

Thanks for the details ted274 and I've found your details. I can't see any issues with your network Hub stats themselves however I can see some network issues and there may be some high utilisation. I've submitted a form off for our 2nd line Faults Team to take a look. for this type of ticket, they'll check the network and if they see the problem, they may raise a  local area fault. They don't normally get back to us with this type of ticket directly so please keep monitoring your connection and maybe  give it till the end of this week so we can check your details and see if there are any local area faults raised and we'll go from there.

 

Thanks,

 

Lisa

 

 

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