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Constant packet loss for over a month

Ethan_Lister
Tuning in

Hi,

I've been getting constant packet loss on my BQM for about two months now.

Below are graphs from the last three days:

9th Dec9th Dec10th Dec10th Dec11th Dec11th Dec

I have a Hub 5 and Gig 1, download and upload speeds seem unaffected during tests but other uses like games are unsurprisingly a mess.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000009.242QAM 25625
2179000000941QAM 2566
31870000009.141QAM 2567
41950000009.441QAM 2568
52030000009.341QAM 2569
62110000009.741QAM 25610
72190000009.641QAM 25611
82270000009.541QAM 25612
92350000009.441QAM 25613
102430000009.341QAM 25614
112510000009.141QAM 25615
122590000009.241QAM 25616
132670000009.241QAM 25617
142750000009.341QAM 25618
152830000009.241QAM 25619
162910000009.341QAM 25620
172990000009.341QAM 25621
183070000009.341QAM 25622
193150000009.241QAM 25623
203230000009.141QAM 25624
213390000009.242QAM 25626
223470000009.242QAM 25627
233550000009.242QAM 25628
243630000009.242QAM 25629
253710000009.242QAM 25630
263790000009.342QAM 25631
27387000000942QAM 25632
283950000009.342QAM 25633
294030000009.242QAM 25634
304110000009.442QAM 25635
314190000009.442QAM 25636

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked42150
2Locked41190
3Locked41150
4Locked41160
5Locked41110
6Locked4180
7Locked4130
8Locked41150
9Locked41140
10Locked41140
11Locked41180
12Locked41170
13Locked41160
14Locked4190
15Locked4130
16Locked41100
17Locked4180
18Locked41120
19Locked41130
20Locked41190
21Locked4280
22Locked4250
23Locked4210
24Locked4260
25Locked4280
26Locked42100
27Locked42130
28Locked4250
29Locked4240
30Locked4280
31Locked4290

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000042.55120QAM 647
14310000042.35120QAM 648
23660000041.85120QAM 649
33010000041.55120QAM 6410
42360000041.35120QAM 6411

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream power looks a bit high maybe? Any help much appreciated.

Thanks,

Ethan

12 REPLIES 12

Adduxi
Very Insightful Person
Very Insightful Person

Ds power is still within the upper limit of +10.  There could be a local area fault as the stats look not too bad.

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Otherwise wait here a day or two for a VM Mod to pick this up.

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Ethan_Lister
Tuning in

Additionally, what the BQM isn't capturing is that the internet drops completely for a few seconds every 30 mins or so, which is also extremely annoying. This only started happening a couple days ago though.

Travis_M
Forum Team
Forum Team

Hi @Ethan_Lister

 

Thanks for posting on our community forum and sorry to hear about the issues with your broadband.

 

I am going to drop you a private message now to collect some more information and investigate further, please keep an eye on your inbox for a message from myself.

 

Regards

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Ethan_Lister
Tuning in

Just a general update:

VM engineer came around 5PM on Tuesday, and works had been completed in the area the same day. The engineer replaced the cabling coming into the house as well as the splitter. My router power levels and such all see to be the same as before, though they were fine afaik. BQM of the last 24 hours shows improvement with only a single tiny blip of packet loss around 19:15.db4835ecda1efdc1a1ab2f976e4e60e24581864e-22-12-2022

What's curious about this is that I experience another 5 mins of my connection dropping for 15 or so seconds starting at 19:29. Could these be connected? I'll see today whether this remains an ongoing issue.

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi Ethan_Lister,

Thanks for your update on this. I've taken a look on our end, and can't see any further disconnections on your service since your post. In relation to your question, Packet Loss can cause intermittence or sudden drop-outs on your connection.

How has your service been since your post?

Thanks,

Reece - Forum Team


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Hi,

Since my last post everything has been working perfectly until approximately 11:25am today at which time the connection dropping issue returned and lasted for 15+ minutes. Can you see any of this on your end?

Ethan

Tudor
Very Insightful Person
Very Insightful Person

The packet loss shows at 18:15, did you do a speed test at this time, because that what it looks like.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

I'm sorry but what are you referring to when you say there was packet loss at 18:15?

Here's my recent network log:

Time Priority Description

28-01-2023 16:44:47criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 16:44:47critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 16:43:39criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2023 02:53:10errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2023 12:52:26critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2023 12:52:26criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2023 12:51:18criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 14:53:09errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2023 02:15:48criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2023 02:15:48critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2023 02:14:41criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-01-2023 02:53:08errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 18:00:59noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 17:55:56noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 17:21:34noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 17:10:21noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:53:27noticeREGISTRATION COMPLETE - Waiting for Operational status
13-01-2023 14:53:23noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:53:18noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:53:06warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:53:03noticeHonoring MDD; IP provisioning mode = IPv4
13-01-2023 14:52:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:52:44criticalCable Modem Reboot due to power button reset

 

Upstream and downstream look fine to me otherwise, no errors or timeouts.