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grelak
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Sudden Packet loss and ping on new connection

Hello,

I joined Virgin media last week friday and got sent a quick start package since the property I rented had a connection fitted before. I installed the router and got online ok, the thing is pretty much every day at seemingly random times (I haven't been able to establish a pattern yet) I get high ping and packet loss for periods of times between 10 to 45 minutes, the rest of the time it works ok. I noticed the wall socket I have is a bit loose from the wall and the plastic is partially broken, I have no way to open it to try and fix it and I think I might need an engineer visit for this.

There are no local issues on my area, either on the website or the phone number I saw some people suggest on other threads. Here are my BQM, downstream, upstream and I will follow up with logs:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fa99075083d1bdcf3b2893694b09dcd971... 

Downstream bonded channels

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

1419000000-0.738256 qam32
22030000001.440256 qam9
32110000001.238256 qam10
42190000000.738256 qam11
5227000000-0.238256 qam12
6235000000040256 qam13
72430000000.538256 qam14
82510000000.738256 qam15
92590000000.438256 qam16
102670000000.438256 qam17
112750000000.738256 qam18
12283000000-0.538256 qam19
13291000000038256 qam20
14299000000038256 qam21
15307000000-1.538256 qam22
16315000000-1.938256 qam23
17323000000-1.438256 qam24
18363000000-2.238256 qam25
19371000000-2.538256 qam26
20379000000-238256 qam27
21387000000-1.738256 qam28
22395000000-3.438256 qam29
23403000000-2.738256 qam30
24411000000-138256 qam31



Downstream bonded channels

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

1Locked38.9130
2Locked40.3240
3Locked38.650
4Locked38.940
5Locked38.61120
6Locked40.360
7Locked38.960
8Locked38.63000
9Locked38.640
10Locked38.950
11Locked38.9160
12Locked38.900
13Locked38.900
14Locked38.640
15Locked38.950
16Locked38.6490
17Locked38.9290
18Locked38.93220
19Locked38.660
20Locked38.660
21Locked38.970
22Locked38.920
23Locked38.600
24Locked38.6250

 

Upstream bonded channels

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

1326000214.675512064 qam13
2393999864.675512064 qam12
3461999984.675512064 qam11
4536999834.675512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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grelak
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Re: Sudden Packet loss and ping on new connection

Time Priority Description

14/10/2020 19:12:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 18:29:11ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:25:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:25:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:24:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:24:41criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:24:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:24:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:07:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:07:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:06:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:06:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:04:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:04:24criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:04:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:04:3criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 12:32:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 13:43:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 16:13:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 21:13:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Emma_C
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Re: Sudden Packet loss and ping on new connection

Hi Greglak, 

Thanks for your post and welcome to our community. 

I'm really sorry you've been having some issues with the service and for the delay in getting back in touch, we have been a lot busier than usual. 

I've had a look at the back end of things and can see a few errors, but I can also see the hub has been up for a while. 

Would you mind rebooting the hub for me and let me know when this has been done, I can then check if the errors come back and if a tech is going to be needed. 

I hope to hear back from you soon. 

Emma_C - Forum Team
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grelak
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Re: Sudden Packet loss and ping on new connection

Hey,

I've just rebooted the router.

I have to say though that after posting this thread, I managed to arrange for a technician to come over last week, he changed a bunch of stuff downstairs and said that there were some issues fixed, he connected the router but packet loss was still there, he then left and called a colleague of his, he mentioned that there were intermittent noise on the network and work would have to be done in my area to fix it.

On Tuesday (20/10) I called the local issues number to request text messages updates, later on I got a report of a fixed issue F008506450, but packet loss was happening again, on wednesday I called the technician to tell him this and he mentioned that no-one had notified him and, after speaking with some people, that the ticket had to be refreshed but the issue wasn't solved, he would call me if he got any further updates.

I don't know if you can provide any more help with this, but I'd appreciate if I got any ticket number or something that I can track/get an estimate with. The packet loss doesn't happen too often, but when it happens, I often get full disconnections due to high percentage of packet loss (I've seen up to 60%)

for reference here are the bqm of the last three days

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d69ab52236755bc689a78d5e84d5c43856...
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4784d8006e2270589614ec6c2c87d70d51de7d12-21-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b8c7507127b955847218024ac6c6d794e9f471f-20-10-2020

 

Thanks

 

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Emma_C
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Re: Sudden Packet loss and ping on new connection

Thanks. 

I've had another look since you rebooted and can see that there is one device which is too close to the hub, this is wasting bandwidth and can cause issues with other devices. 

Depending on the device as I can't see exactly what it is, it would be better if it could be connected via Ethernet. 

Are you able to think what it might be?
 

Emma_C - Forum Team
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grelak
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Re: Sudden Packet loss and ping on new connection

Hey Emma,

If you mean by wifi, I have a computer in the next room and a couple of phones connected by wifi, the other pc in the same room is connected by ethernet cable. I assume you're talking about the wifi computer that is wall to wall with the hub, but I can't pass an ethernet cable through there. Regardless, I can only assume that you're talking about wireless signal bandwidth, the issues that I'm seeing are common to all devices, including my ethernet cable pc and the router itself I might be wrong but I think BQM pings the hub directly so it'd not reach any wifi issues.

I might be wrong or misunderstanding you here, but if you're talking about wifi, I was planning to move to modem mode and setup my own wifi router after all issues are resolved (I initially set this up and removed it to easier debug the packet loss issue). In any case, I'm not able to connect the other pc by ethernet I could try moving the hub further from the wall though.

Cheers

 

 

 

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Megan_L
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Re: Sudden Packet loss and ping on new connection

Hi Grelak, 

Thanks for following Emma's advice here, once you've managed to move the HUB or connect a 3rd party router, please let us know if things start to improve. Or, if you still need help, please come back to us and we will be happy to help further. 

Thanks, 

Megan_L

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grelak
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Re: Sudden Packet loss and ping on new connection

Hello,

I moved the router without any change, as I was expecting, I'm still getting the ocassional disconnects. I will wait for the technician to call me back

 

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grelak
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Re: Sudden Packet loss and ping on new connection

Hello,

This keeps happening, this is the graph from today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/01094040de324e34437eca237ba375a5e3...

 

I tried plugging in my own router and setting the hub in modem mode but that actually made it worse, I couldn't even get speeds higher than 150 mb connected by a cat 6 ethernet cable. Examples:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1c2426cee8aea40938e9f1889e5a5d119f3bff1b-31-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/9aac32a1fab6d0f5515a3e2e124bbde056f30c69-29-10-2020

 

I have received no communication at all from virgin media, could I get some kind of update or action plan for this? Otherwise if this is not solved or at least I'm informed of work being done, I'll be cancelling my services and trying my luck with another ISP, I need to work from home and this has been going on for a month now, since day 1. I need a stable internet connection.

To be perfectly clear: this is not an issue with my setup at home, this is something to do with your line (confirmed by the technician that was here weeks ago) So it's nothing to do with my wifi signal or wifi configuration (I'm connected by ethernet cable)

Please can you check what actions are being carried away to solve this?

Thanks.

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Steven_L
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Re: Sudden Packet loss and ping on new connection

Hey @grelak,

 

Sorry to hear that you're having issues with your connection.

 

I have been able to look into your account and cannot see anything that would be causing any issues or network events that would be causing the problems that you're experiencing.

 

How has your connection been running since you last posted, has there been any improvements.

 

 

Regards

Steven_L

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