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Consistent Packet Loss

JDB91
Tuning in

So I'm one month into being a Virgin customer, speeds are amazing compared to my previous supply but my connection is definitely not consistent. It seems to disappear sporadically through the day, some evenings it's a matter of every 15 minutes which gets tedious very fast !

I'm not an expert with these numbers but if anyone can provide an analysis on the stats it'd be most appreciated.

I'll also reply back to this thread with my thinkgraphs and network logs on evenings where I experience total loss.

EDIT: Just for clarity my primary PC is connected via ethernet, the loss occurs simultaneously across all connected devices and occurs even when we aren't home.

Downstream bonded channels

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

13310000002.240256 qam25
2203000000-0.238256 qam9
3211000000-0.238256 qam10
4219000000-0.240256 qam11
5227000000-0.238256 qam12
6235000000-0.240256 qam13
7243000000038256 qam14
8251000000040256 qam15
9259000000040256 qam16
10267000000038256 qam17
11275000000-0.238256 qam18
122830000000.240256 qam19
132910000000.540256 qam20
142990000000.938256 qam21
15307000000138256 qam22
163150000001.440256 qam23
17323000000240256 qam24
183390000002.438256 qam26
193470000002.540256 qam27
203550000002.440256 qam28
213630000002.540256 qam29
223710000002.740256 qam30
233790000002.540256 qam31
243870000002.940256 qam32



Downstream bonded channels

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

1Locked40.92983029494
2Locked38.991293444611
3Locked38.9417822295030
4Locked40.3449850297367
5Locked38.9103324444275
6Locked40.350508331711
7Locked38.939530231916
8Locked40.335649931224
9Locked40.331223828801
10Locked38.926795931556
11Locked38.924243527963
12Locked40.921765028261
13Locked40.328638534081
14Locked38.961252635076
15Locked38.934967534764
16Locked40.99427928475
17Locked40.33593027437
18Locked38.92811824742
19Locked40.92281026338
20Locked40.32102227466
21Locked40.31714223386
22Locked40.32025828070
23Locked40.33787524056
24Locked40.36853823859

Upstream bonded channels

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

14310000052.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00340

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
3254k;fg87dsfd;kfoA,.iyewrkld



Primary Downstream Service Flow

SFID26564
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID26565
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
 

 

15 REPLIES 15

JDB91
Tuning in

.

Network Log

Time Priority Description

13/07/2023 23:40:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 23:40:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 23:40:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 23:34:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 23:32:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 23:32:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 21:42:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 21:00:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 21:00:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:37:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:27:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:26:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:08:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:08:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:06:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:06:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:04:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 13:01:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 12:51:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2023 12:47:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Screenshot 2023-07-13 235510.png

 

Gareth_L
Forum Team
Forum Team

Hello JDB91.

Thank you for bringing this to our attention.

Sorry to hear about the issue with your connection.

I can see what the issue is from here.

Your upstream needs 4 channels and you only have 1 showing.

We would need to arrange for an engineer to come out to take a look.

It might also be worth doing a reboot to see if the 3 missing channels come back.

I will send you a private message any way to be on the safe side.

If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

Hi Gareth

Replied to your PM 👍

Kind regs

James

JDB91
Tuning in

Reset and returned to 4 up stream's but these have reduced to one again.

Haven't mentioned it previously but do Virgin HUB's completely disconnect when they lose the line ? 

When we experience these drops we lose all connectivity to the HUB at the same time, WIFI & Wired

Network Log

Time Priority Description

15/07/2023 14:24:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:35:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:30:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:30:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:29:16criticalREG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:29:16ErrorT6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:29:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:29:15criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:25:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:25:23criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:24:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:24:26criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:23:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:23:46criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:22:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:22:55ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:22:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:22:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:22:38criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2023 13:20:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Screenshot 2023-07-15 143244.png

Client62
Legend

The DOCSIS .3.0 channels are going to struggle until the connection requires the Hub 3 to transmit at a lower power level.  Perhaps an attenuator needs to be removed to lower the Upstream Channels from 52.5 dBmV back into the preferred range of 35-49 dBmV for 4 channels.

Sounds feasible, when my install engineer visited he said my line coming in was high and fitted a -3DB attenuator on the day.

Do you know if Virgin would be funny about me fitting a larger attenuator myself to test the theory ?

Screenshot 2023-07-16 140809.png

Client62
Legend

I'm not sure about the last post, did you miss the direction of the issue here. No attenuator could be the answer.

Removing a Wideband 3dB Attenuator would INCREASE the Downstream Signal being received by the Hub, looking at the figures, that would be fine.   -7 to + 7 or even +10 dBmV works just fine.

However removing Wideband 3dB Attenuator LOWERS the required level of Upstream Signal transmitted by the Hub to the Cabinet.  This is what is needed as the Hub is at the max transmission voltage and can only sustain one channel when having to work so hard.  

Remove the attenuator, restart the Hub and see if the Upstream Channel (US) count improves, the goal is to have four, more are a bonus. ( We have 4 US channels on a Hub 3 )

Apologies, that was me being dim and thinking the complete opposite!

I'll give it a go shortly and come back with the results

Client62
Legend

If the Hub 3 has worked well for some time, there is the possibility that a local service fault is at the root of this. Try a call the local fault number 0800 561 0061 it is an automated number that may reveal a known fault in your street.