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

[redhowler]

In fact SH4 got 45 - 49 C on top plastic mesh at room temp of 22 C on 100mbit service - imagine how hot is the router CPU if plastic mesh is 45-49C.

[tievolu]

So the SNR issue that made things much worse last week now appears to be resolved, and I'm back to square one - everything is working more or less ok, but there's still some low level background packet loss:

Presumably this upstream channel is the likely reason?

[tievolu]

---

@redhowler wrote:

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

...

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

---

I have my own router and the SH3 is in modem mode. Mostly it's ok apart from the well-known issue of it grinding to a halt if there's too much UDP traffic.

I'm not hopeful that the signal issue will be fixed either. I'm hoping this will be my last Virgin Media contract as City Fibre are rolling out FTTP in my area soon - symmetric 900Mbps, half the latency, and 25% cheaper. It's a total no brainer.

[redhowler]

@tievolu

Lucky you, you can have another ISP. Some of us can't.

[redhowler]

I'm on SH 4 dumb mode and my router which always delivered 106-108 Mbit dwl on 100 service but since VM work on my street it went down to 92- 94 despite the fact that VM said in the email they will upgrade free of charge to 132 mbit upgrade.

There is packet loss but less than it was for years on 200 Mbit service. SH are not capable for high services.

[tievolu]

For any VM staff that might be interested, the problem is still not resolved.

[Kain_W]

Apologies for the issues faced tievolu,

Welcome back to the community.

Can I ask is this happening with the Hub in router mode?

Also from checking I can see that there is curerntly still an area fault raised with an estimated fix time of 5th December at 13:15.

Regards,

[tievolu]

---

@Kain_W wrote:

Can I ask is this happening with the Hub in router mode?

---

No, I'm using the hub in modem mode with my own router.

---

@Kain_W wrote:

Also from checking I can see that there is curerntly still an area fault raised with an estimated fix time of 5th December at 13:15.

---

Good to know VM are aware of it at least. I assume this is the same issue that was supposed to be fixed three weeks ago? As far as I can tell there's no way for me to track this - the service status page says everything's fine, but if I run a test on my connection it says there's a problem in my area (but no details or tracking link provided).

[legacy1]

---

@Kain_W wrote:

Can I ask is this happening with the Hub in router mode?

---

will be the same damn thing only your "tests" show nothing wrong more then likely  

[Kath_F]

Hi tievolu, 

Thanks for coming back to us on this one. 

The reference for the fault is: F010239012. We can check for updates on the fault from here if you pop a post here. 

Whilst it's ongoing you will continue to have some disruption I'm afraid. 
The estimated fix time is still showing as 05 DEC 2022 13:15 so give the hub a reboot tomorrow afternoon and let us know how things are going. 

Many thanks,