Constant packet loss for over a month

[Ethan_Lister]

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 Dec10th 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

1	331000000	9.2	42	QAM 256	25
2	179000000	9	41	QAM 256	6
3	187000000	9.1	41	QAM 256	7
4	195000000	9.4	41	QAM 256	8
5	203000000	9.3	41	QAM 256	9
6	211000000	9.7	41	QAM 256	10
7	219000000	9.6	41	QAM 256	11
8	227000000	9.5	41	QAM 256	12
9	235000000	9.4	41	QAM 256	13
10	243000000	9.3	41	QAM 256	14
11	251000000	9.1	41	QAM 256	15
12	259000000	9.2	41	QAM 256	16
13	267000000	9.2	41	QAM 256	17
14	275000000	9.3	41	QAM 256	18
15	283000000	9.2	41	QAM 256	19
16	291000000	9.3	41	QAM 256	20
17	299000000	9.3	41	QAM 256	21
18	307000000	9.3	41	QAM 256	22
19	315000000	9.2	41	QAM 256	23
20	323000000	9.1	41	QAM 256	24
21	339000000	9.2	42	QAM 256	26
22	347000000	9.2	42	QAM 256	27
23	355000000	9.2	42	QAM 256	28
24	363000000	9.2	42	QAM 256	29
25	371000000	9.2	42	QAM 256	30
26	379000000	9.3	42	QAM 256	31
27	387000000	9	42	QAM 256	32
28	395000000	9.3	42	QAM 256	33
29	403000000	9.2	42	QAM 256	34
30	411000000	9.4	42	QAM 256	35
31	419000000	9.4	42	QAM 256	36

Downstream bonded channels

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

1	Locked	42	15	0
2	Locked	41	19	0
3	Locked	41	15	0
4	Locked	41	16	0
5	Locked	41	11	0
6	Locked	41	8	0
7	Locked	41	3	0
8	Locked	41	15	0
9	Locked	41	14	0
10	Locked	41	14	0
11	Locked	41	18	0
12	Locked	41	17	0
13	Locked	41	16	0
14	Locked	41	9	0
15	Locked	41	3	0
16	Locked	41	10	0
17	Locked	41	8	0
18	Locked	41	12	0
19	Locked	41	13	0
20	Locked	41	19	0
21	Locked	42	8	0
22	Locked	42	5	0
23	Locked	42	1	0
24	Locked	42	6	0
25	Locked	42	8	0
26	Locked	42	10	0
27	Locked	42	13	0
28	Locked	42	5	0
29	Locked	42	4	0
30	Locked	42	8	0
31	Locked	42	9	0

Upstream bonded channels

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

0	49600000	42.5	5120	QAM 64	7
1	43100000	42.3	5120	QAM 64	8
2	36600000	41.8	5120	QAM 64	9
3	30100000	41.5	5120	QAM 64	10
4	23600000	41.3	5120	QAM 64	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

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

Thanks,

Ethan

[Adduxi]

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.

[Ethan_Lister]

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]

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

[Ethan_Lister]

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.

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]

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,

[Ethan_Lister]

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]

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

[Ethan_Lister]

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

[Ethan_Lister]

Here's my recent network log:

Time Priority Description

28-01-2023 16:44:47	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-01-2023 16:44:47	critical	16 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 16:43:39	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-01-2023 02:53:10	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2023 12:52:26	critical	16 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 12:52:26	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-01-2023 12:51:18	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-01-2023 14:53:09	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2023 02:15:48	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-01-2023 02:15:48	critical	16 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 02:14:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
17-01-2023 02:53:08	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 18:00:59	notice	US 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 17:55:56	notice	US 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 17:21:34	notice	US 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 17:10:21	notice	US 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 14:53:27	notice	REGISTRATION COMPLETE - Waiting for Operational status
13-01-2023 14:53:23	notice	US 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 14:53:18	notice	DS 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 14:53:06	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-01-2023 14:53:03	notice	Honoring MDD; IP provisioning mode = IPv4
13-01-2023 14:52:56	critical	SYNC 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 14:52:44	critical	Cable Modem Reboot due to power button reset

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