Constant low-level packet loss

[tievolu]

For the last month or so I've been getting constant low levels of packet loss (note the red signal at the top of the chart):

It doesn't seem to be affecting general day to day usage, but clearly something's not quite right. Rebooting the hub doesn't make any difference. The VM service page isn't working right now but last time I checked it indicated problems with TV in my area, but no issues with broadband.

Any ideas?

Downstream bonded channels

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

1	258750000	-3.5	37	256 qam	16
2	138750000	0.2	37	256 qam	1
3	146750000	0	37	256 qam	2
4	154750000	-0.7	37	256 qam	3
5	162750000	-1	37	256 qam	4
6	170750000	-1.5	37	256 qam	5
7	178750000	-1.9	37	256 qam	6
8	186750000	-2.2	37	256 qam	7
9	194750000	-2.7	37	256 qam	8
10	202750000	-3	37	256 qam	9
11	210750000	-3.5	37	256 qam	10
12	218750000	-3.9	37	256 qam	11
13	226750000	-4.5	37	256 qam	12
14	234750000	-4.7	37	256 qam	13
15	242750000	-4.7	37	256 qam	14
16	250750000	-4.2	37	256 qam	15
17	266750000	-3.9	37	256 qam	17
18	274750000	-3.7	37	256 qam	18
19	282750000	-3.5	37	256 qam	19
20	290750000	-4	37	256 qam	20
21	298750000	-3.7	37	256 qam	21
22	306750000	-3.7	37	256 qam	22
23	314750000	-4.2	37	256 qam	23
24	322750000	-4.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	474	0
2	Locked	37.3	144	0
3	Locked	37.6	166	0
4	Locked	37.6	244	0
5	Locked	37.6	347	0
6	Locked	37.6	253	0
7	Locked	37.3	214	0
8	Locked	37.3	223	0
9	Locked	37.6	272	0
10	Locked	37.3	357	0
11	Locked	37.3	578	0
12	Locked	37.6	647	0
13	Locked	37.6	1001	0
14	Locked	37.3	1295	0
15	Locked	37.3	1128	0
16	Locked	37.6	735	0
17	Locked	37.6	756	0
18	Locked	37.6	586	0
19	Locked	37.3	645	0
20	Locked	37.6	875	0
21	Locked	37.3	681	0
22	Locked	37.6	766	0
23	Locked	37.6	1063	0
24	Locked	37.6	998	0

Upstream bonded channels

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

1	43100000	44.5	5120	64 qam	2
2	49599976	44.8	5120	64 qam	1
3	30100000	44.8	5120	64 qam	4
4	36600000	44	5120	64 qam	3
5	23600110	47.2	5120	16 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	12	0

[tievolu]

The status service page says that there are no problems in my area, but when I ran the test on my hub it came back with this result:

Looks like there are issues in your postcode affecting your services

There’s a broadband issue in your area and our technicians are on the case to fix things. Check back here at any time for updates.

[jpeg1]

When that local work is finished, check your stats again. One of the upstream channels is not connected correctly, which could explain your slow uploads. And the downstream levels are now rather too high. 

[tievolu]

Interesting. I rebooted the hub at about midday and now the packet loss problem seems to have disappeared, although it may still be too early to tell for sure:

However, my upload speed is still only ~5Mbps. Upstream channels currently look like this:

Upstream bonded channels

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

1	43100000	33.3	5120	32 qam	2
2	49600107	33.5	5120	64 qam	1
3	36600000	33	5120	64 qam	3
4	23600118	36.5	5120	16 qam	5
5	30100000	34	5120	32 qam	4

I'll try rebooting the hub again...

[tievolu]

Upstream channels look the same after the reboot:

Upstream bonded channels

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

1	43100000	33.3	5120	32 qam	2
2	49600000	33.5	5120	64 qam	1
3	36600000	33.3	5120	64 qam	3
4	23600000	36.5	5120	16 qam	5
5	30100000	34	5120	32 qam	4

Upload speed is still capped at 4-5Mbps. I'll wait a bit and try again.

[jpeg1]

Your upstream connection is very poor now. It needs a technician to sort it out. 

[tievolu]

Alex from VM confirmed that there is some kind of outage in my area. Hopefully once that's fixed everything will be golden 🤞

For what it's worth, packet loss seems to have returned after the latest reboot, but none of these results are worth much while this infrastructure outage is ongoing.

[Natalie_L]

Thank you for updating the thread tievolu.

Just to provide further information, the issue is related to SNR (Signal to Noise Ratio) and the current estimated fix date is the 11th November 9am. 

Thanks, 

[tievolu]

Looking better today. Upload speeds are back to normal and the background packet loss is still there but appears to be tailing off.

[Cyirak]

Hope you get this sorted soon. Just to set expectation i had a similar issue about mid 2021, the packet loss was on the upsteam, it was a known issue in the area that was fixed 3 times i think, overall it took about 6 months for the problem to be properly fixed. I now have the same issue again 11 months on with constant packet loss on the upstream. last time it occurred following works in my area and the same this time. 

[redhowler]

Do you have your own router or you run only the Superhub?

If is the only the Superhub in router mode than get your own router and set SH in Modem Mode. At least you eliminate a fat chunk of the issue and hopefully they will fix the signal issues at some point but don't hold your breath

The super hubs generally can't do more than 100 mbit service without packet loss. Superhubs Puma chipsets issues never been fully resolved by the firmware updates.

VM never fixed my issues with Packet Loss to my old address for 4 years I used to have SH 3 back than.