on 12-02-2023 08:10
Hi,
I have the Gig1 broadband connection and prior to recent weeks I have had no issues. Since the 30th January I have noticed some minor packet loss creeping in and it has progressively worsened as you can see in the BQM below.
I use the superhub4 in modem mode and pass it through an Asus AC68U router. The router is running a fairly generic setup and has a scheduled reboot at 3am each morning. During these high packet loss spikes the modem craps out and can't be logged into, the router is fine during that time.
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
4 163000000 4.800003 38.983261 QAM256 4
1 139000000 5.800003 38.983261 QAM256 1
2 147000000 5.500000 38.983261 QAM256 2
3 155000000 5.199997 38.983261 QAM256 3
5 171000000 4.599998 38.983261 QAM256 5
6 179000000 4.300003 38.983261 QAM256 6
7 187000000 4.099998 38.605377 QAM256 7
8 195000000 4.000000 38.983261 QAM256 8
9 203000000 4.000000 38.983261 QAM256 9
10 211000000 3.900002 38.983261 QAM256 10
11 219000000 3.700001 38.983261 QAM256 11
12 227000000 3.500000 38.983261 QAM256 12
13 235000000 3.400002 38.605377 QAM256 13
14 243000000 3.500000 38.983261 QAM256 14
15 251000000 3.400002 38.983261 QAM256 15
16 259000000 3.299999 38.983261 QAM256 16
17 267000000 3.000000 38.983261 QAM256 17
18 275000000 3.299999 38.983261 QAM256 18
19 283000000 3.500000 38.983261 QAM256 19
20 291000000 3.599998 38.983261 QAM256 20
21 299000000 3.700001 38.983261 QAM256 21
22 307000000 3.000000 40.366287 QAM256 22
23 315000000 2.599998 38.983261 QAM256 23
24 323000000 2.500000 38.983261 QAM256 24
25 331000000 2.599998 38.983261 QAM256 25
26 339000000 2.799999 38.983261 QAM256 26
27 347000000 2.900002 38.605377 QAM256 27
28 355000000 2.599998 38.983261 QAM256 28
29 363000000 2.599998 38.983261 QAM256 29
30 371000000 2.599998 38.983261 QAM256 30
31 379000000 2.599998 38.983261 QAM256 31
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
4 Locked 38.983261 0 0
1 Locked 38.983261 0 0
2 Locked 38.983261 0 0
3 Locked 38.983261 0 0
5 Locked 38.983261 0 0
6 Locked 38.983261 0 0
7 Locked 38.605377 0 0
8 Locked 38.983261 0 0
9 Locked 38.983261 0 0
10 Locked 38.983261 0 0
11 Locked 38.983261 0 0
12 Locked 38.983261 0 0
13 Locked 38.605377 0 0
14 Locked 38.983261 0 0
15 Locked 38.983261 0 0
16 Locked 38.983261 0 0
17 Locked 38.983261 0 0
18 Locked 38.983261 0 0
19 Locked 38.983261 0 0
20 Locked 38.983261 0 0
21 Locked 38.983261 0 0
22 Locked 40.366287 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
25 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.605377 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.983261 0 0
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759
3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 42 0.0 4385176 0
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 44.020599 5120 KSym/sec 64QAM 1
2 23600000 44.020599 5120 KSym/sec 64QAM 5
3 30100000 44.020599 5120 KSym/sec 64QAM 4
4 36600000 44.020599 5120 KSym/sec 64QAM 3
5 43100000 44.020599 5120 KSym/sec 64QAM 2
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_ATDMA 0 0 0 0
2 US_TYPE_ATDMA 0 0 0 0
3 US_TYPE_ATDMA 0 0 0 0
4 US_TYPE_ATDMA 0 0 0 0
5 US_TYPE_ATDMA 0 0 0 0
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.0 36.5 2K QAM128
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 53.9 0 0
Network Log
Time Priority Description
Sun Feb
12 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb
12 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Feb
12 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 6 US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Feb
11 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
10 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
10 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
4 DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Feb
6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
on 12-02-2023 10:10
Stats look OK to me. Try updating the Asus firmware, disabling the Asus QOS, and trying a different ethernet cable to the Asus router.
on 12-02-2023 13:22
Same issue with or without the router, I suspect that the modem itself is at fault
on 12-02-2023 13:37
Try a 30 second pinhole reset of the hub with no ethernet connection.
on 14-02-2023 14:24
Pinhole reset done, came back up better than it had been but packet loss is still visible on the BQM and it is progressively worsening as it did before.
Barring any local issues I am guessing we are going down the lines of a faulty superhub4?
on 14-02-2023 14:44
Apologies for multiple messages, tried to edit the previous one but the option isn't there.
Pinhole reset was done late Sunday evening. The big spike in packet loss at 3am was the scheduled reboot on my router, everything else is the slow creep in that I saw before (even without 3rd party router).
Worth noting that the minimum/average/maximum latency is significantly more spikey than before the issue started, they were fairly clean lines as you can see in the second image. Granted it could be an increase in utilisation in the area, however it does coincide with the start of the packet loss.
14/02/2023
07/01/2023
on 16-02-2023 15:25
Hi Spiritz,
Thanks for posting, and sorry to hear you're having some issues with your service.
I've had a look at things from our side, and we've identified a short-term connectivity issue which may cause intermittent or performance related issues with your connection.
In the vast majority of cases, these types of issues are resolved after 24 hours.
If you're still experiencing a problem after this time frame please let me know.
Alex_Rm
on 18-02-2023 07:04
Hi Alex,
Still no change in the issue.
The modem hard crashed yesterday evening so I had to reset it and wait a good 10 minutes for it to finally come back up. Below is the event log of yesterday which just looks like what I get on a daily basis anyway;
Fri Feb
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
17 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
17 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
17 6 US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb
17 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
on 18-02-2023 07:25
Check your network equipment: Make sure your modem, router, and all cables are properly connected and functioning correctly. Check for any damage to cables or loose connections that could be causing issues.
Check for interference: Other electronic devices in your home, such as microwaves or cordless phones, can interfere with your Wi-Fi signal. Try moving your router away from these devices or turning them off temporarily to see if this improves your connection.
Check your network settings: Make sure your router's firmware is up-to-date and that your network settings are configured correctly. You can try resetting your network settings on your router and modem and reconnecting to your network.
Check your ISP status: You can check Virgin's status page or contact their customer support to see if there are any known issues in your area.
Run a network diagnostic test: You can use online tools such as PingPlotter or WinMTR to run diagnostic tests on your network connection and identify any issues or bottlenecks in your network.