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Spiritz
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Message 1 of 9
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Frequent Disconnections / Packet Loss

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.

cca6363160c4d4940006a60cbcc0384e1d9f6e27-12-02-2023

 

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;
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Anonymous
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Message 2 of 9
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Re: Frequent Disconnections / Packet Loss

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. 

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Spiritz
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Message 3 of 9
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Re: Frequent Disconnections / Packet Loss

on ‎12-02-2023 13:22

Same issue with or without the router, I suspect that the modem itself is at fault

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Anonymous
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Message 4 of 9
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Re: Frequent Disconnections / Packet Loss

on ‎12-02-2023 13:37

Try a 30 second pinhole reset of the hub with no ethernet connection. 

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Spiritz
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Re: Frequent Disconnections / Packet Loss

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?

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Spiritz
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Message 6 of 9
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Re: Frequent Disconnections / Packet Loss

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

ad4644a9362ee6734ce855157386e060f60974a8-14-02-2023

 

07/01/2023

19fd7f28a2bdeaac5a9d6df0a694a1732c2b9c02-07-01-2023

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Alex_RM
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Message 7 of 9
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Re: Frequent Disconnections / Packet Loss

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

 

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Spiritz
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Message 8 of 9
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Re: Frequent Disconnections / Packet Loss

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;
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Buffer6
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Message 9 of 9
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Re: Frequent Disconnections / Packet Loss

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.

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