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dms013
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Constant Packet Loss - WFH PCoIP impossible - Please Help

Hello,

I'm hoping someone can help. I'm working from home using a teradici box - PCoIP.

Everyday is a constant struggle with really bad lag. We've adjusted everything on the teradici for optimum performance but it ultimatley comes down to my Virgin internet. 

Hub 3 - Router Mode (Teredeci is directly connected via CAT6 cable into the Hub3)

350Mbps Package 

I've been running a BQM for about a week now and the packet loss is obvious to see.

My Live BQM 

This is key to my work, so if I can't improve this then I'll need to try another ISP. Are there any recommendations for a ISP that has a proven record with good latency?

 

Router Status in below replies

 

Many Thanks

David

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dms013
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
25800000
Locked
Provisioning State
Online
 
 

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1402750000-10.236256 qam30
2202750000-936256 qam9
3210750000-10.235256 qam10
4218750000-1033256 qam11
5226750000-9.535256 qam12
6234750000-10.536256 qam13
7242750000-11.935256 qam14
8250750000-1235256 qam15
9258750000-11.435256 qam16
10266750000-9.736256 qam17
11274750000-936256 qam18
12282750000-8.537256 qam19
13290750000-8.437256 qam20
14298750000-8.237256 qam21
15306750000-8.237256 qam22
16314750000-7.737256 qam23
17322750000-837256 qam24
18330750000-8.437256 qam25
19370750000-9.936256 qam26
20378750000-10.735256 qam27
21386750000-1136256 qam28
22394750000-10.736256 qam29
23410750000-9.736256 qam31
24418750000-9.537256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.6480
2Locked36.6106443
3Locked35.7235987
4Locked33.41912451146
5Locked35.53987111
6Locked36.3158683
7Locked35.71580100
8Locked35.7120644
9Locked35.7114966
10Locked36.318513
11Locked36.610711
12Locked37.3968
13Locked37.3640
14Locked37.3620
15Locked37.3510
16Locked37.6490
17Locked37.3510
18Locked37.3360
19Locked36.6650
20Locked35.73832087
21Locked36.31710
22Locked36.31220
23Locked36.32881347
24Locked37.3230
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dms013
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12580000058.2512016 qam6


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA002

0

 

 

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
UBsgvca69834ncxv9873254k;


Primary Downstream Service Flow
SFID24035
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID24034
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Network LogTime Priority Description
18/01/2021 06:31:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 18:10:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:18:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:16:28criticalReceived 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;
17/01/2021 15:15:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:15:58ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:15:58criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:13:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:13:30ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:13:30criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:11:1ErrorTCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 15:11:1criticalReceived 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;
17/01/2021 15:01:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 14:38:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 10:30:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 20:16:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 15:47:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 14:14:58noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/01/2021 07:02:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 21:56:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Eeeps
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

That's one of the worst set of connection stats I have seen.

To answer your question - if you are close to an Open Reach fibre cabinet then most ISP will provide better stability that you have currently.

However, I suggest you get Virgin out first to fix your connection.
Your downstream levels are too low and have some problems with noise and your (one) upstream channel is having to shout to be heard at all.

In the first instance you should check the condition of all the coaxial connections inside and outside your property. Make sure connections are tight.

dms013
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Oh no that bad. I've checked my connections inside the flat, all seem good. Once it goes outside my flat I'm not sure where they go. I call virgin and see if they can come out and fix the issue.

I do have options of BT fibre, it's not full fibre but copper to the exchange then fibre from there. I'll investigate that further.

Thanks for the reply.

David

 

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Steven_L
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Sorry for the issues that you're having with your connection at the moment @dms013, I know how frustrating it can be to have connection issues.

 

I have been able to locate your account and I can see that you have some pretty bad issues with the power levels on your up and down stream channels that would need to be resolved by a technician visit.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Order tracking.

 

 

Regards

Steven_L

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dms013
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

That's great, thank you for sorting this out.

Cheers

David

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Steven_L
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

You're very welcome David 🙂

I hope that the engineer can get all your issues resolved.

 

Please let us know how it goes with the visit.

 

Regards

Steven_L

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dms013
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Message 10 of 13
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Re: Constant Packet Loss - WFH PCoIP impossible - Please Help

Hey,

He made changes to the connections on the exterior of the building which has improved things. However...

I am still experiencing packet loss and lag - a lot less than before - and was hoping you can look at the stats below to see if there's still an issue, or is this just the best it can be?

Also you can check my live BQM in my original post.

Many Thanks

David

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online
 
 
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