Consistent Packet Loss and Slow Download/Upload Speeds

[PVS23]

Hi,

Suddenly started getting constant packet loss, erratic download speeds and much slower upstream speeds than usual.

Below is the link to my think broadband quality monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a79abe4b054d8fdcb6b29e57363cd96af0c9a78

 Router stats don't appear to show anything abnormal but are

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
322750000
Locked
Ranged Upstream Channel (Hz)
39399983
Locked
Provisioning State
Online

downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 322750000 6.1 40 256 qam 24
2 138750000 4.5 38 256 qam 1
3 146750000 4.5 38 256 qam 2
4 154750000 5.5 40 256 qam 3
5 162750000 5.5 40 256 qam 4
6 170750000 5.6 40 256 qam 5
7 178750000 5.5 40 256 qam 6
8 186750000 5.5 38 256 qam 7
9 194750000 5.5 40 256 qam 8
10 202750000 5.3 40 256 qam 9
11 210750000 5.1 38 256 qam 10
12 218750000 5.1 40 256 qam 11
13 226750000 5.3 38 256 qam 12
14 234750000 5.6 40 256 qam 13
15 242750000 5.8 40 256 qam 14
16 250750000 5.5 40 256 qam 15
17 258750000 5.5 40 256 qam 16
18 266750000 5.5 38 256 qam 17
19 274750000 5.4 40 256 qam 18
20 282750000 5.5 40 256 qam 19
21 290750000 5.4 38 256 qam 20
22 298750000 5.6 38 256 qam 21
23 306750000 5.9 38 256 qam 22
24 314750000 6 40 256 qam 23

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 31 0
2 Locked 38.9 22 0
3 Locked 38.9 15 0
4 Locked 40.3 19 0
5 Locked 40.3 22 0
6 Locked 40.3 15 0
7 Locked 40.3 17 0
8 Locked 38.9 11 0
9 Locked 40.3 21 0
10 Locked 40.3 14 0
11 Locked 38.9 46 0
12 Locked 40.9 27 0
13 Locked 38.6 23 0
14 Locked 40.3 21 0
15 Locked 40.3 22 0
16 Locked 40.3 27 0
17 Locked 40.3 22 0
18 Locked 38.9 24 0
19 Locked 40.3 20 0
20 Locked 40.3 33 0
21 Locked 38.9 15 0
22 Locked 38.6 49 0
23 Locked 38.9 28 0
24 Locked 40.3 17 0

1 39399983 46.3 5120 64 qam 6
2 25800000 44.3 5120 64 qam 8
3 32599993 44.8 5120 64 qam 7
4 46199996 46.3 5120 64 qam 5

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

eneral Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
kldJKDHSUBsgvca69834ncxv9

Primary Downstream Service Flow
SFID 6551
Max Traffic Rate 690000278
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 6550
Max Traffic Rate 44000278
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log

17/01/2021 06:01:30 critical No Ranging Response received -

16/01/2021 07:42:37 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;

16/01/2021 07:42:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;

14/01/2021 22:10:49 critical No Ranging Response received - T3 time-out;

Only rebooted router a few days ago and checked that all the connections are nice and tight etc.Is anyone able to help please? 

Thanks.

Peter

[PVS23]

Thanks Travis and I will see what this engineer says but I have already had three engineer visits and local networks involved, all of whom scratch their heads and leave without resolving the issue. Indeed, by the time they arrive, the issue has usually gone away temporarily and their tinkering usually makes things worse e.g. since replacing the router three weeks ago and an last engineer visit last week, things have been much, much worse.

[Travis_M]

Hi again @PVS23

Let me know how the engineer visit goes and we'll take this from here - if you keep me updated on the situation i'll look to see what other routes we can take if nothing improves after the tech visit. My apologies for the inconvenience.

Regards

[PVS23]

Thanks, Travis. Now getting drop outs approx once per minute, so virtually unusable internet at the moment.

[PVS23]

Just to add some evidence to my last post, in case it helps going forward.

Between approx 4pm-630pm, I was getting unicast ranging abort messages, coupled with no ranging response messages on the Hub every 15-20 minutes. From 630pm-5:21am this morning, this increased to drop outs on average every 2 minutes. During this time, even web browsing was a lottery and wired speed tests dropped as low as 40 down/0 up and I lost one of the upstream channels completely for several hours. At 5:22 this morning, everything mysteriously went back to normal (so far). This was probably the worst occurrence to date but this keeps happening on a fairly regular basis and its frequency appears to be increasing.There also appears to be no pattern to it.

See below for the vast number of timeouts I had on the upstream between approx 6pm and 5:21 this morning - all 333 of them!! Plus, the last of few accompanying error messages on the Hub log.

1 39400000 45 5120 64 qam 6
2 25800000 44 5120 64 qam 8
3 32600000 44.5 5120 64 qam 7
4 46200000 44.5 5120 64 qam 5

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 213 0
3 ATDMA 0 0 119 0
4 ATDMA 0 0 1 0

5/03/2021 05:21:55 critical No Ranging Response received - T3 time-out;
25/03/2021 05:21:54 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:20:35 critical No Ranging Response received - T3 time-out;
25/03/2021 05:20:35 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:18:15 critical No Ranging Response received - T3 time-out;
25/03/2021 05:18:15 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:17:55 critical No Ranging Response received - T3 time-out;
25/03/2021 05:17:55 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:16:35 critical No Ranging Response received - T3 time-out;
25/03/2021 05:16:35 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:15:15 critical No Ranging Response received - T3 time-out;
25/03/2021 05:15:15 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:13:55 critical No Ranging Response received - T3 time-out;
25/03/2021 05:13:55 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:12:35 critical No Ranging Response received - T3 time-out;
25/03/2021 05:12:35 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:09:56 critical No Ranging Response received - T3 time-out;C
25/03/2021 05:09:56 critical Unicast Ranging Received Abort Response - initializing MAC;
25/03/2021 05:08:36 critical No Ranging Response received - T3 time-out;
25/03/2021 05:08:36 critical Unicast Ranging Received Abort Response - initializing MAC;

[PVS23]

Engineer visit last Thursday. He has ordered a cable re-pull for 8th April. Hoping this will sort out the issue.

[Sasha_W]

Hi @PVS23, 

Thanks for keeping us updated on this and we are hopeful the engineer will be able to fix this! 

We are keeping our fingers crossed, but please do keep us updated! 

Thanks 

[PVS23]

Thanks, Sasha.

Just so we have a record of what is going on here, everything was fine from last Thursday morning until this morning, when the same issues returned. Internet now cutting out every couple of minutes again since around 0730 this morning. At one point, I lost 2 of the 4 upstream channels altogether and have the same Unicast Ranging Received Abort Response and No Ranging Response appearing in tandem every few minutes on the Hub log.

[PVS23]

Ok, so I had the cable repull on Thursday morning and all went well. Only time will tell whether this will fix my intermittent upstream noise issue.

However, we had a 10 minute power cut this evening and after the Hub came back on, it had a ranged upstream frequency of 39399993 instead of the usual 39400000 and speeds are down to 330-500, rather than the usual 640+. Has the router been broken by the power cut?

[PVS23]

Clearly, the router got a "bad" connection after the power cut yesterday, as everything was ok after a reboot. I will now monitor over the next few weeks to see if the intermittent upstream noise issue has been resolved. 

[Ashleigh_C]

Thank you @PVS23 and I hope this has sorted all the problems for you! 

Please do keep us updated and thank you so much again.