Experience random periods of high packet loss, and loss of connection

[andyleadbetter]

We were reconnected to virgin on 16th August, and since then have experienced repeated drop outs, and bouts of high packet loss.  BQM graphs are here Share Live Graph

This morning the connection dropped for 40 minutes before becoming stable again.

Router stats are after rebooting this 15 minutes ago

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

1	659000000	-1.5	38	256 qam	32
2	475000000	-1.5	38	256 qam	9
3	483000000	-1.2	38	256 qam	10
4	491000000	-1.2	38	256 qam	11
5	499000000	-1.2	38	256 qam	12
6	507000000	-1.5	40	256 qam	13
7	515000000	-1.2	40	256 qam	14
8	523000000	-1.5	38	256 qam	15
9	531000000	-1.7	38	256 qam	16
10	539000000	-2	38	256 qam	17
11	547000000	-2.4	38	256 qam	18
12	555000000	-2.7	38	256 qam	19
13	563000000	-3	38	256 qam	20
14	571000000	-3.2	38	256 qam	21
15	579000000	-3.5	38	256 qam	22
16	587000000	-3.2	38	256 qam	23
17	595000000	-3.4	38	256 qam	24
18	603000000	-3.2	38	256 qam	25
19	611000000	-3.2	38	256 qam	26
20	619000000	-3	38	256 qam	27
21	627000000	-2.9	38	256 qam	28
22	635000000	-2.5	38	256 qam	29
23	643000000	-2	38	256 qam	30
24	651000000	-1.9	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.6	6	0
3	Locked	38.9	5	0
4	Locked	38.9	5	0
5	Locked	38.9	4	0
6	Locked	40.9	0	0
7	Locked	40.3	5	0
8	Locked	38.9	3	0
9	Locked	38.6	6	0
10	Locked	38.9	4	0
11	Locked	38.6	12	0
12	Locked	38.6	4	0
13	Locked	38.6	5	0
14	Locked	38.9	5	0
15	Locked	38.9	0	0
16	Locked	38.6	14	0
17	Locked	38.9	11	0
18	Locked	38.6	5	0
19	Locked	38.9	5	0
20	Locked	38.6	5	0
21	Locked	38.9	7	0
22	Locked	38.6	4	0
23	Locked	38.9	6	0
24	Locked	38.9	14	0

Upstream bonded channels

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

1	53699935	38.5	5120	64 qam	2
2	39400029	38.5	5120	64 qam	4
3	46199910	38.5	5120	64 qam	3
4	60300051	38.5	5120	64 qam	1

[jbrennand]

Your BQM link is not to the "Share Live Graph" link - it s to your login page - so we cant see anything.

You are missing the Up channels T error table and the network logs

[andyleadbetter]

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

https://www.thinkbroadband.com/broadband/monitoring/quality/share/807cf1956f98f5da0f1d2c30a2486dd9a0422a4d

[jbrennand]

Stats all look good as does the BQM - Except for a large "wobbly" between 11.00-12.00

What do the Network Logs report for that period?

Were you doing anything "unusual" in that period ?

[andyleadbetter]

this is the network log for the period

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:27	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:26	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:25:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:46	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:11	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 11:10:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

What were you doing at 11.00-12.00 any high usage. BQM looks ok-ish today one drop and a few packet losses at the top - - its not perfect. It really needs VM to look at the details. Someone should respond here soon

[Zak_M]

Good morning @andyleadbetter. 

Welcome back to the forums and thank you for taking the time to post.

I am sorry to hear that you have had some issues with your services. 

How are things looking at the moment?  Is your BQM link still live? 

Kind regards,

Zak_M