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Sudden package loss and high latency.

elliotjameees
Tuning in

on ‎31-12-2023 11:34

Good morning all, 

Posting here for the first time as I'm at my wits end with this internet connection. 

I'm currently running an ethernet cable from my Hub 3 downstairs to my computer in the back office as the Wi-Fi won't reach (despite the Hub only being about 4-5m away). The connection was fine for the last week or so, but suddenly over the last 48-hours I've been experiencing horrid latency and packet loss. A test I've just performed had the connection at 20.8% packet loss and an average latency of 475.93ms.

No other devices are currently connected to my Hub 3. The Hub 3 and the ethernet cable are both brand new (about a week old) and nothing in the set up has changed since the connection was perfect, which leads me to believe this is an issue on VM's side. The other devices I've used on my network worked fine within the last week as well, but in the last 48-hours I've had to reset the Hub 3 twice due to very long buffering times on my TV (which is a new development).

They did confirm about a week ago that there was service disruption in my area, but using the ethernet appeared to alleviate my personal issues. Now within the last 48-hours I'm seeing these new issues. 

How can I go about diagnosing and then resolving the potential issues? 

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5 REPLIES 5

Adduxi
Very Insightful Person
Very Insightful Person

on ‎31-12-2023 13:37

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Power levels can be obtained from the Hub's admin console at 192.168.0.1   Don't login, there is a "Router Status" link, just click this and copy and paste all the tab information into posts here.  The Board Software will remove all the MAC addresses etc.

Once done we can comment.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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elliotjameees
Tuning in
In response to Adduxi

on ‎01-01-2024 18:53

Happy New Year, Adduxi!

Thanks for responding to my post.

  • I rang the number you listed - there is indeed service disruption in my area. VM have said it is taking longer to resolve than usual due to its complex nature.
  • I've signed up for a BQM just now - I will post the dashboard once there are several data points collated.
  • Please see the 'Router Status' information below:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
171000000
Locked
Ranged Upstream Channel (Hz)
36600000
Locked
Provisioning State
Online

Downstream bonded channels

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

1171000000-140256 qam5
2139000000-1.540256 qam1
3147000000-0.540256 qam2
4155000000-1.740256 qam3
5163000000-1.440256 qam4
6179000000-240256 qam6
7187000000-140256 qam7
8195000000-2.540256 qam8
9203000000-1.740256 qam9
10211000000-1.738256 qam10
11219000000-2.538256 qam11
12227000000-1.438256 qam12
13235000000-2.540256 qam13
14243000000-2.238256 qam14
15251000000-2.440256 qam15
16259000000-340256 qam16
17267000000-2.240256 qam17
18275000000-3.540256 qam18
19283000000-340256 qam19
20291000000-2.940256 qam20
21299000000-3.740256 qam21
22307000000-2.740256 qam22
23315000000-338256 qam23
24323000000-338256 qam24



 

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elliotjameees
Tuning in
In response to elliotjameees

on ‎01-01-2024 18:53

and continued:

Downstream bonded channels

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

1Locked40.93821163
2Locked40.31174117
3Locked40.341621
4Locked40.338711
5Locked40.353472
6Locked40.915377
7Locked40.928219
8Locked40.318793
9Locked40.32340
10Locked38.92520
11Locked38.61471
12Locked38.9780
13Locked40.3580
14Locked38.98912
15Locked40.321331
16Locked40.915087
17Locked40.31190
18Locked40.316615
19Locked40.314213
20Locked40.3270
21Locked40.3340
22Locked40.3150
23Locked38.9160
24Locked38.9160

Upstream bonded channels

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

13660000049512064 qam3
22360000049512064 qam5
33010000049512064 qam4
44310000049512064 qam2
54960000049512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0070
2ATDMA0050
3ATDMA0000
4ATDMA0000
5ATDMA0020

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dsfd;kfoA,.iyewrkldJKDHSU



Primary Downstream Service Flow

SFID23015
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID23016
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

01/01/2024 18:42:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 18:37:55Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:19:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:19:1criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:13:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:13:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:11:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 09:11:42criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:51:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:51:44criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:29:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:29:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:19:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 08:19:47criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 06:17:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 06:17:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 02:53:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2023 23:24:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2023 23:24:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2023 19:54:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thanks again for your help.

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elliotjameees
Tuning in
In response to elliotjameees

on ‎02-01-2024 00:23

Upstream bonded channels

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

13660000050.2512016 qam3
22360000049512016 qam5
33010000050.2512016 qam4
44310000050.2512016 qam2
54960000050.2512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00770
2ATDMA00901
3ATDMA0000
4ATDMA0000
5ATDMA00610

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dsfd;kfoA,.iyewrkldJKDHSU



Primary Downstream Service Flow

SFID23015
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID23016
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

Network Log

Time Priority Description

01/01/2024 23:58:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:58:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:52:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:52:17criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:48:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:48:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:29:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:29:20criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:29:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:29:0criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:27:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:27:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:14:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:14:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:07:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:07:42criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:06:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:06:2criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:04:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2024 23:04:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Steven_L
Forum Team
Forum Team

on ‎04-01-2024 11:13

Hey elliotjameees,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection, I have looked into this and can see that there is an SNR issue in your area at the moment that has a new estimated fix time of 9am on Tuesday January 9th.

Kind Regards,

Steven_L

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