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zeniocek
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Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Hi,
I've had this problem for months now, however in the last couple weeks it got so bad that sometimes it's not possible to use internet at all. I also work from home and it affects my work significantly.

I have packet loss, intermittent service and slow speeds every single day. it's not constant, however it's so frequent that it's not possible not to experience it within 30-60min. It's not just specific part of day either, happens throughout the day including very late evening.

Had this raised with virgin over the phone before, around 2 months ago. They had checked my settings etc online and couldn't see any problems. Had no changes for 2 days after call, then it got better for 1 week or so. After that it returned to the usual problems with the service.

Broadband package is 200mbps. My setup is a pc that is connected via ethernet to my own router, Netgear Orbi RBK50, superhub 3 in modem mode.

All cables are snug, the hub is restarted every day, done multiple resets, tried router mode & modem mode, ethernet & wifi, nothing helps. Online service status check finds no issues either. Happens on all devices, not only my pc

Can someone please help me get out of this nightmare?

Here's the latest PingPlotter graph I've got below that demonstrates the service when these disruptions happen. Vertical red lines on the graph are packet losses

Screenshot 2020-10-04 105655.png

 

It'd calm down after a while and become usable with occasional packet loss episodes here and there:

Screenshot 2020-10-04 110203.png

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Anonymous
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Message 2 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

zeniocek
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Downstream bonded channels

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

1235000000-3.440256 qam13
2139000000-4.540256 qam1
3147000000-4.238256 qam2
4155000000-440256 qam3
5163000000-3.740256 qam4
6171000000-3.740256 qam5
7179000000-3.540256 qam6
8187000000-340256 qam7
9195000000-3.240256 qam8
10203000000-340256 qam9
11211000000-3.540256 qam10
12219000000-3.940256 qam11
13227000000-3.440256 qam12
14243000000-3.240256 qam14
15251000000-2.740256 qam15
16259000000-2.740256 qam16
17267000000-240256 qam17
18275000000-2.740256 qam18
19283000000-2.740256 qam19
20291000000-2.240256 qam20
21299000000-2.440256 qam21
22307000000-1.740256 qam22
23315000000-240256 qam23
24323000000-1.940256 qam24



Downstream bonded channels

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

1Locked40.360
2Locked40.370
3Locked38.960
4Locked40.360
5Locked40.340
6Locked40.300
7Locked40.300
8Locked40.350
9Locked40.940
10Locked40.960
11Locked40.9110
12Locked40.300
13Locked40.350
14Locked40.300
15Locked40.340
16Locked40.300
17Locked40.960
18Locked40.900
19Locked40.300
20Locked40.950
21Locked40.900
22Locked40.950
23Locked40.900
24Locked40.900
 
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zeniocek
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Upstream bonded channels

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

13259999651512064 qam5
23939997451512064 qam4
34620000051512064 qam3
45370001451512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

30/09/2020 19:57:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 23:23:35noticeSW download Successful - Via NMS
29/09/2020 23:21:23noticeSW Download INIT - Via NMS
29/09/2020 20:19:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 20:19:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 11:40:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 08:39:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2020 22:32:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 17:58:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 17:50:56noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 17:49:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 00:06:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:56:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2020 18:56:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 17:00:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 00:49:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 00:49:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 15:24:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:40:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 17:36:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 5 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Your upstream power levels are very high, which could be the cause of your problems.

Hopefully your BQM shows an issue.

 

Upstream bonded channels

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

13259999651512064 qam5
23939997451512064 qam4
34620000051512064 qam3
45370001451512064 qam2

 

zeniocek
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Message 6 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Thank you, here's the link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7b87c9841d1ca63bf6046f4b7950ebff5ba36f27
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Anonymous
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Message 7 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

The BQM only starts when you create it so will take a few hours to mature.

That should give enough time for a VM staff member to review and reply to this thread.

zeniocek
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Message 8 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

bump

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Emily_G
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Message 9 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Thanks for the post Zeniocek.

 

How are your services today? Have you been in touch with the team regarding this since your post?

 

Let us know, Emily.

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zeniocek
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Message 10 of 18
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Re: Every day intermittent Packet loss, slow speeds, loss of connection. Please help

Apologies for late reply Emily_G. I still experience issues every day, so would like someone to help me out please

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