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bolster
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Another Packet Loss and Unstable connections post

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

https://www.thinkbroadband.com/broadband/monitoring/quality/share/94bce14e168326c2de3234e6d82fe2543c...

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....

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bolster
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Re: Another Packet Loss and Unstable connections post

 

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

12590000007.140256 qam16
21390000007.940256 qam1
31470000007.840256 qam2
41550000007.840256 qam3
51630000007.940256 qam4
6171000000840256 qam5
7179000000840256 qam6
8187000000840256 qam7
91950000007.940256 qam8
102030000007.840256 qam9
112110000007.540256 qam10
122190000007.140256 qam11
132270000007.140256 qam12
142350000007.140256 qam13
152430000006.940256 qam14
162510000007.140256 qam15
172670000007.340256 qam17
18275000000740256 qam18
192830000007.440256 qam19
202910000007.440256 qam20
212990000007.640256 qam21
223070000007.840256 qam22
233150000007.640256 qam23
243230000008.440256 qam24



Downstream bonded channels

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

1Locked40.300
2Locked40.950
3Locked40.940
4Locked40.300
5Locked40.300
6Locked40.3130
7Locked40.360
8Locked40.3220
9Locked40.900
10Locked40.950
11Locked40.350
12Locked40.300
13Locked40.900
14Locked40.300
15Locked40.300
16Locked40.900
17Locked40.330
18Locked40.900
19Locked40.950
20Locked40.900
21Locked40.940
22Locked40.900
23Locked40.300
24Locked40.960

Upstream bonded channels

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

14620002948.3512064 qam3
23940003448.3512064 qam4
35369999148.3512064 qam2
46029996948.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Another Packet Loss and Unstable connections post

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
Bsgvca69834ncxv9873254k;f



Primary Downstream Service Flow

SFID25801
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID25800
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Time Priority Description

01/01/1970 00:01:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 08:09:59noticeDHCP 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 08:09:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 17:54:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 06:09:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 05:56:19Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 21:18:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 21:15:44Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 11:26:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 10:38:10noticeDHCP 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 10:38:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 16:13:30Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 15:45:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 22:38:9noticeDHCP 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 22:38:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 12:12:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 16:16:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 16:16:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 16:16:15Warning!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?

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Paul_DN
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Re: Another Packet Loss and Unstable connections post

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.

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bolster
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Re: Another Packet Loss and Unstable connections post

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)

 

My Broadband Ping - Home

 

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)

My Broadband Ping - Home

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.

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Paul_DN
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Re: Another Packet Loss and Unstable connections post

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.

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bolster
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Re: Another Packet Loss and Unstable connections post

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
My Broadband Ping - Home

Yesterday

My Broadband Ping - Home

Sunday, with some significant packet loss

My Broadband Ping - Home

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.

 

 

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Zoie_P
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Re: Another Packet Loss and Unstable connections post

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

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