on 12-04-2021 12:28
Another BN3 Packet Loss and Unstable connections post
We all know the drill... But this weekend was particularly egregious, all the more because we weren't actually in the house.
So, house left alone with no users beyond a few smart plugs and some media infrastructure, and I let BQM just log away, and come back today to see this
Hub 3 operating in Modem Mode with a Unifi Dream Machine; it's not been a problem before, and we only switched to VM a month ago and this has been a fairly consistently inconsisent issue (it also feels like it's been getting worse, hence setting up the BQM.
On closer inspection of the Unifi logs, occasionally getting "Your client is having trouble acquiring an IP address", but these aren't *always* correlated to the packet drops.
Also regularly getting timeouts _just_ trying to get to the modem config on 192.168.100.1.... But after a reboot I was able to grab the below....
on 12-04-2021 12:29
Item Status Comments
Acquired Downstream Channel (Hz) | 259000000 | Locked |
Ranged Upstream Channel (Hz) | 46200029 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 259000000 | 7.1 | 40 | 256 qam | 16 |
2 | 139000000 | 7.9 | 40 | 256 qam | 1 |
3 | 147000000 | 7.8 | 40 | 256 qam | 2 |
4 | 155000000 | 7.8 | 40 | 256 qam | 3 |
5 | 163000000 | 7.9 | 40 | 256 qam | 4 |
6 | 171000000 | 8 | 40 | 256 qam | 5 |
7 | 179000000 | 8 | 40 | 256 qam | 6 |
8 | 187000000 | 8 | 40 | 256 qam | 7 |
9 | 195000000 | 7.9 | 40 | 256 qam | 8 |
10 | 203000000 | 7.8 | 40 | 256 qam | 9 |
11 | 211000000 | 7.5 | 40 | 256 qam | 10 |
12 | 219000000 | 7.1 | 40 | 256 qam | 11 |
13 | 227000000 | 7.1 | 40 | 256 qam | 12 |
14 | 235000000 | 7.1 | 40 | 256 qam | 13 |
15 | 243000000 | 6.9 | 40 | 256 qam | 14 |
16 | 251000000 | 7.1 | 40 | 256 qam | 15 |
17 | 267000000 | 7.3 | 40 | 256 qam | 17 |
18 | 275000000 | 7 | 40 | 256 qam | 18 |
19 | 283000000 | 7.4 | 40 | 256 qam | 19 |
20 | 291000000 | 7.4 | 40 | 256 qam | 20 |
21 | 299000000 | 7.6 | 40 | 256 qam | 21 |
22 | 307000000 | 7.8 | 40 | 256 qam | 22 |
23 | 315000000 | 7.6 | 40 | 256 qam | 23 |
24 | 323000000 | 8.4 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 0 | 0 |
2 | Locked | 40.9 | 5 | 0 |
3 | Locked | 40.9 | 4 | 0 |
4 | Locked | 40.3 | 0 | 0 |
5 | Locked | 40.3 | 0 | 0 |
6 | Locked | 40.3 | 13 | 0 |
7 | Locked | 40.3 | 6 | 0 |
8 | Locked | 40.3 | 22 | 0 |
9 | Locked | 40.9 | 0 | 0 |
10 | Locked | 40.9 | 5 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.3 | 0 | 0 |
13 | Locked | 40.9 | 0 | 0 |
14 | Locked | 40.3 | 0 | 0 |
15 | Locked | 40.3 | 0 | 0 |
16 | Locked | 40.9 | 0 | 0 |
17 | Locked | 40.3 | 3 | 0 |
18 | Locked | 40.9 | 0 | 0 |
19 | Locked | 40.9 | 5 | 0 |
20 | Locked | 40.9 | 0 | 0 |
21 | Locked | 40.9 | 4 | 0 |
22 | Locked | 40.9 | 0 | 0 |
23 | Locked | 40.3 | 0 | 0 |
24 | Locked | 40.9 | 6 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200029 | 48.3 | 5120 | 64 qam | 3 |
2 | 39400034 | 48.3 | 5120 | 64 qam | 4 |
3 | 53699991 | 48.3 | 5120 | 64 qam | 2 |
4 | 60299969 | 48.3 | 5120 | 64 qam | 1 |
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 |
on 12-04-2021 12:29
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | Bsgvca69834ncxv9873254k;f |
Primary Downstream Service Flow
SFID | 25801 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 25800 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
Time Priority Description
01/01/1970 00:01:48 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/04/2021 00:01:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/04/2021 08:09:59 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/04/2021 08:09:59 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/04/2021 17:54:21 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/04/2021 06:09:43 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
08/04/2021 05:56:19 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 21:18:33 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 21:15:44 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 11:26:59 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 10:38:10 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/04/2021 10:38:10 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
06/04/2021 16:13:30 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/04/2021 15:45:48 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2021 22:38:9 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/04/2021 22:38:9 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/04/2021 12:12:55 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 16:16:16 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 16:16:16 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/03/2021 16:16:15 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Who'd have thought that all those 'fast slow' BT ads would be so accurate....
Anything obvious that I'm missing from these?
on 14-04-2021 15:42
Hi Bolster,
Thanks for reaching out to us in our community and welcome, I am sorry to see you have been having a unstable connection and packet loss.
I have managed to locate your account with the details we have for you and have had a look at things our end and cannot see any issues at all, your levels are all where expected and in green no errors showing.
If you are still facing issues then I advise you to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you.
Kind regards
Paul.
on 14-04-2021 16:57
Paul,
Thanks for checking in.
The original post linked to my BQM setup, but I messed up the link, so here's from a few days ago (12th)
Yesterday morning I called in an got the expected "We can't talk to you unless you're running in router mode, so switch from modem mode to router mode for 48 hours and call again", and there's not been a massive change in stability, although packet loss has been gently mitigated (there were also "good days" in Modem Mode so I'm not convinced it made a difference.
The below is today's one (14th, i.e. >24hrs since switching to Router mode)
Is there any sensible way to attach this post to my customer profile so it's available to whomever picks up the phone tomorrow or will I get to tell a long story to someone just trying their best on a Thursday morning? 😄
Cheers.
on 14-04-2021 17:04
Hi Bolster,
There isn't a way to add this to your account as this is only available for us or other reading the post, please let the BQM run a little longer, I have checked again and still cannot see any issues, we aren't able to book technicians at the moment unless there is a total loss of service.
Regards
Paul.
on 20-04-2021 10:20
Thanks for feeding back.
So, you can't see anything on the other side, and noone can send anyone out anyway, so there's functionally nothing I can do, right?
This one is from today, followed by a few highlights over the past week of BQM
Yesterday
Sunday, with some significant packet loss
And throughout the rest of last week, there seems to be a 'brown out' around 10pm every evening. While I wish my evening schedule was that fixed, there wasn't any "consistent behaviour" on our part that would indicate it's traffic related.
Is there any visibility of when engineering visits can be booked? Until then there's no point in me clogging up the phone lines.
on 20-04-2021 12:28
Hi Bolster, there is currently an outage in your area so we would be unable to book anything as of yet, the fix date is today at 1:05
Keep me posted
Zoie
on 06-05-2021 10:17
Happy "Revenge of the 6th"!
In the continuing adventures of using this thread as a log while everyone gets their 5G administered, for the past 2 weeks I've had intermittent Hub dropouts. I can access my internal network fine.
When I catch them (or get caught by them) it takes an age to try and log in to the head router (192.168.0.1), so they seem to be full Hub resets, including resetting my now disabled Wifi connection settings.
That one was just before 6am on Wednesday and "only" lasted 3-5 minutes, and I've just had another one this morning, which prompted the bump
Network Log from today; Note, nothing that talks about the reset this morning
05/05/2021 21:16:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/05/2021 03:21:43 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/05/2021 03:08:23 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/05/2021 03:08:23 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/04/2021 07:11:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/04/2021 23:12:31 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/04/2021 23:12:31 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2021 13:01:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2021 02:50:11 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2021 02:50:11 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/04/2021 11:56:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/04/2021 06:34:54 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/04/2021 06:34:54 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 17:15:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 17:15:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 17:15:7 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 17:15:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 11:35:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/04/2021 09:52:52 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/04/2021 04:02:24 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
No expectation currently that anything can be fixed until engineers can come out of non-essential work, but this is very disappointing for a contract that was only signed a month or two ago...
on 06-05-2021 10:32
Happy revenge of the 6th!
Ouch, that BQM is not pretty at all. I'm sorry to see you're still affected by issues.
I've checked your account again and the outage is now showing as cleared, so I've been able to book you in with an engineer visit for the next available slot. To view your appointment time slot, please sign into your My Virgin Media account/app. The appointment can also be rescheduled from there if needed.
Let me know how the visit goes and if you need anything else!
Beth