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BenJ_
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Another victim of packet loss! - yay!

Greetings knowledgeable forum users. I was hoping for some guidance and hopefully a lucky interaction with a VM team member to get this issue sorted:

For a few weeks my connection has been a bit dicky, I've not done a lot of gaming as I've been busy with work and video conference calls, of which have been very inconsistent and constantly telling me of connection issues. Whatever, speedtest is showing good throughput and I haven't had any other issues with the connection - until I try and unwind with some online gaming to be met with horrendous lag every few seconds. Cue the frustration.

Digging into this it seems I am not alone, and the culprit appears to be fairly constant packet loss of <5%, with occasional periods of >15%.

The cable serving the property from the cabinet is about 3 metres in length - it's right outside, because of this the hub was fitted with a 15dB attenuator when we moved in.
I say when we moved in, what I mean is two months without internet until an engineer visit, after call handlers telling me "everything is fine". This is why I am coming here for help first, as I fear what I will have to endure with customer services - but I digress.

I have today checked all connections inside the property, swapped with a spare coax cable and even removed the attenuator, all of which has made no difference. These reconnections can be seen as the spikes in the BQM graph below:

3f2f303b8778e1bff173b82cf0446febba9c18a2-11-04-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f2f303b8778e1bff173b82cf0446febba... 

I am using the Superhub 3 in modem mode and a TP-Link Archer C7 router with OpenWrt installed.

Apologies for the length of the post - I want to try and be as comprehensive as possible.

Any further assistance or insight would be greatly appreciated.
Many thanks. 

 

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BenJ_
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Re: Another victim of packet loss! - yay!

Downstream bonded channels

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

16590000001537256 qam32
247500000015.438256 qam9
348300000015.638256 qam10
449100000015.138256 qam11
54990000001538256 qam12
650700000015.538256 qam13
751500000015.138256 qam14
852300000015.438256 qam15
953100000015.438256 qam16
1053900000015.438256 qam17
1154700000014.938256 qam18
125550000001538256 qam19
135630000001538256 qam20
1457100000014.437256 qam21
1557900000014.838256 qam22
1658700000014.538256 qam23
175950000001538256 qam24
1860300000015.438256 qam25
1961100000015.437256 qam26
2061900000014.937256 qam27
2162700000014.837256 qam28
226350000001537256 qam29
2364300000014.637256 qam30
2465100000014.937256 qam31



Downstream bonded channels

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

1Locked37.3580
2Locked38.65246
3Locked38.65040
4Locked38.910428
5Locked38.96529
6Locked38.97816
7Locked38.95023
8Locked38.67517
9Locked38.96120
10Locked38.66113
11Locked38.96624
12Locked38.67220
13Locked38.67413
14Locked37.6721
15Locked38.6730
16Locked38.6752
17Locked38.6773
18Locked38.6516
19Locked37.66714
20Locked37.6664
21Locked37.6560
22Locked37.6810
23Locked37.67312
24Locked37.3811

 

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BenJ_
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Re: Another victim of packet loss! - yay!

Upstream bonded channels

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

14620000036.9512064 qam1
23940000037512064 qam2
32580000036.3512064 qam4
43260000036.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

11/04/2021 09:42:10criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 09:42:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 09:41:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 09:41:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 09:41:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 09:41:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 08:13:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 04:57:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 04:21:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 04:57:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2021 07:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 16:57:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2021 13:16:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2021 13:16:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 11:30:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 05:21:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 04:57:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2021 20:18:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2021 16:57:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2021 05:21:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

As can be seen from the time of reset on the BQM chart, the pre/post RS errors are from a little less than a 12hr period.

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cje85
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Message 4 of 11
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Re: Another victim of packet loss! - yay!

Downstream power is much too high, you'll need an engineer visit. You can try battling with the useless call centre, or wait here for a member of the VM forum team to respond. It can take a few day though.

BenJ_
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Message 5 of 11
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Re: Another victim of packet loss! - yay!

Thankyou for your reply, my apologies, those values are the non attenuated connection. With the attenuator it is:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
16590000000.237256 qam32
24750000000.238256 qam9
34830000000.538256 qam10
4491000000038256 qam11
5499000000038256 qam12
65070000000.238256 qam13
7515000000038256 qam14
8523000000038256 qam15
95310000000.238256 qam16
10539000000038256 qam17
11547000000-0.238256 qam18
12555000000-0.238256 qam19
13563000000-0.238256 qam20
14571000000-0.937256 qam21
15579000000-0.537256 qam22
16587000000-0.538256 qam23
17595000000-0.238256 qam24
186030000000.238256 qam25
196110000000.237256 qam26
20619000000-0.237256 qam27
21627000000-0.237256 qam28
22635000000-0.237256 qam29
23643000000037256 qam30
24651000000037256 qam31


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Alex_RM
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Message 6 of 11
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Re: Another victim of packet loss! - yay!

Hi BenJ_,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to see you've had some issues with your connection recently.

 

I've been able to locate your account using your forum details and everything looks to be within the specifications we would expect.

 

Do you have the live link to your BQM?

 

Can you also confirm if your currently using your hub in modem mode or router mode?

 

Alex_Rm

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BenJ_
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Message 7 of 11
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Re: Another victim of packet loss! - yay!

Hi Alex, thanks for getting back to me so soon.

Sorry for wasting your time, turns out it was something weird going on with OpenWrt on the router.

I haven't managed to get to the bottom of it, but it's not a Virgin Media problem. I'm running stock firmware now and all is good.

 

Thanks again!

BrianY
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Re: Another victim of packet loss! - yay!

As a C7 user be aware that it benefits a reboot every 3/4 weeks, just to extract the last 20/30Mb out of it!
Akua_A
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Re: Another victim of packet loss! - yay!

Thanks for updating us @BenJ_,

 

Please let us know if you need any further help.

 

Many thanks,

Akua_A
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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BenJ_
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Message 10 of 11
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Re: Another victim of packet loss! - yay!

Thanks 🙂 I'll keep that in mind! 

Are you using stock firmware? I've not noticed any other issues in the time I've had it. I'm only on a 100mb package and my network doesn't use a lot of bandwidth internally so I'm not maxing it out anyway.

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