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

[Paulina_Z]

Hi @PVS23,

Thank you for getting back to me. I'm glad to hear that all the area issues are now resolved and your connection is working fine. 

Yes please, monitoring the connection over the next few weeks would be ideal as this issue has been ongoing for a while. 

Please keep us updated on any issues you come across and we will do some checks for you from our end. 🙂

Thanks!

[PVS23]

Just thought I would post an update following the internet issues I had for about a year until June.

Since the network team located and fixed a fault with my local cabinet, the quality of my internet connection improved massively. Almost no post RS errors for over 3 months, no evidence of upstream noise/upstream channels dropping to 32/16 QAM or dropping out altogether, no intermittent connection drop outs and power levels all staying well within spec. Yes, the download speeds dropped when there was local congestion but not sufficiently to cause me any real issues and upload speeds were consistently hitting 42.

However, Virgin did some maintenance and upgrade work in my local area on Monday this week and this has affected the quality of my connection again, as follows:

• Downstream power levels shot up by 6db to 8db, which puts them at risk of exceeding the 10db maximum this winter. Why wouldn't Virgin warn customers if this was going to happen?
• Some upstream noise has returned, as evidenced by less consistent upload speeds, some post RS packet loss, one channel briefly modulating to 32 QAM and increased T3 timeouts/no ranging response messages.

None of these issues are causing significant problems at the moment and I have fitted a 6db forward path attenuator to manage the downstream power levels. However, having had a year of problems, it was great to have gone the last 3 months without any issues at all. Now, a so called upgrade may have set me back again. I will continue to monitor the situation over the next few months and report back here. 

[Hayley_S]

Hello @PVS23,

Thank you for the update with this.

I am glad to see that the issues are starting to resolve 🙂 Please do let us know if anything changes.

Many thanks,