Virgin Media Community

[bolster]

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....

[bolster]

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

[bolster]

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?

[Paul_DN]

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.

[bolster]

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.

[Paul_DN]

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.

[bolster]

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.

[Zoie_P]

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