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watercooled
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Frequent packet loss, connection interruptions

Hello,

Similar to an issue I was having about a year ago that turned out to be a network issue and was resolved at the time, I'm again getting connection interruptions, packet loss etc correlated with signal issues in the modem stats. Around the time it happens, I generally see upstream power levels climbing, T3 timeouts reported, partial service warnings, and occasionally lost upstream channels.

This being an upstream issue also seems to agree with observed behaviour e.g. in voice calls - I can generally still hear other people clearly but they report my voice cutting out. I set up a BQM and see red packet loss spikes nearly every day now. I've left it for a couple of weeks to see if it gets resolved but the problem remains.

I've checked all connections are tight, rebooted modem (several times), checked for problems with the automated checkers, etc. I wonder if a mod could look into this for me?

Thank you!

Network log from modem showing the sort of signal issues reported:

15/07/2021 20:54:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:46:57noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 17:46:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 14:20:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 13:29:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:48:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:47:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:47:21criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:47:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/07/2021 12:47:11criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 21:22:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 21:15:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 15:04:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:35:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:35:22criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:24:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:24:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:15:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:13:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 12:00:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Frequent packet loss, connection interruptions

Network log shows repeated channel loss, and I've flagged for staff to advice.  If you're using the hub in modem mode they'll need it flipping into router mode to check the status.  If it is in router mode already you don't need to do anything.

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David_Bn
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Re: Frequent packet loss, connection interruptions

Good Morning watercooled,

 

Thanks for your post on our Community Forums and I'm sorry to hear of the connection issues.

 

It appears that we've been able to since advise that you monitor the connection for the next 24 hours as there may be possible interference in the local area

 

Have you set up for Broadband Quality Monitor on the connection?

 

Kindest regards,

 

David_Bn

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watercooled
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Re: Frequent packet loss, connection interruptions

Hi and thanks for the replies. 🙂

That 24 hour monitor thing seemed to be as a result of me running the automated test to check for any reported network issues, but I've had that suggestion a few times before and nothing changes despite the wait (nor has it this time). It would make sense that there is some interference in the network so would be satisfied if I knew it was being investigated, but that doesn't seem to be the case as this has been happening for weeks now.

Nothing has changed on my end that I could think of impacting the connection, and I have double-checked all of the coax connections are tight. The hub is in standard router mode too.

Yes, I have the BQM set up on the connection. Here are graphs from the last few days, 14, 15 and 16th if you want to correlate the red spikes with the modem logs:

 

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Andrew-G
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Re: Frequent packet loss, connection interruptions

Packet loss and latency spikes are clearly a problem for the hub's cable connection, what's causing them I wouldn't want to hazard a guess.  VM need to sort this out, but as the fault is intermittent the fix may involve progressive replacement and repairs until they can find where the fault occurs.  Although there's a persistent problem around midday, and that could be related to the sun warming up above-ground equipment leading to overheating, that doesn't explain the odd blips at other times.

In terms of any "looks good from our side" responses, the BQM shows a clear problem almost certainly somewhere on VM's network, they need to find and fix it. 

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Zak_M
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Re: Frequent packet loss, connection interruptions

Good afternoon @watercooled 

 

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

 

I am sorry to hear that you have some issue with your broadband,  I have just run though some checks on our end. 

 

There seems to be a downstream power level issue. 

 

I am going to pop you over a PM so that I can confirm your address and then we can go from there. 

 

Kind regards,

Zak_M

 

 

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watercooled
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Re: Frequent packet loss, connection interruptions

Hello, I have replied to the PM.

For what it's worth, downstream power doesn't seem bad from what I'm seeing. I am on a fairly long drop cable so have generally been on the lower side for DS power over the years, but it seems to be better now than it has been in the past. The RF slope is also typical for this line, and there is a 4dB equaliser fitted.

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

1371000000-2.238256 qam28
22190000001.240256 qam11
32270000000.740256 qam12
42350000000.540256 qam13
52430000000.240256 qam14
6251000000-0.240256 qam15
7259000000-0.440256 qam16
8267000000-0.740256 qam17
9275000000-140256 qam18
10283000000-0.740256 qam19
11291000000-0.540256 qam20
12299000000-1.240256 qam21
13307000000-1.938256 qam22
14315000000-2.438256 qam23
15323000000-2.738256 qam24
16347000000-1.740256 qam25
17355000000-238256 qam26
18363000000-1.740256 qam27
19379000000-2.238256 qam29
20387000000-240256 qam30
21395000000-2.540256 qam31
22403000000-2.940256 qam32
23411000000-2.740256 qam33
24419000000-3.238256 qam34

 

However, as I briefly mentioned in the OP, if I check stats around the time a problem is occurring, I often see upstream power levels creep up to above 50dBmV before losing channel sync or dropping to lower modulation orders. Without knowing exactly what's happening, the often one-directional nature of the fault also seems to indicate an upstream issue - e.g. in voice calls, I can still hear others clearly but they report problems hearing my voice. This sometimes progresses to a full disconnection but often starts out like this.

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Zak_M
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Re: Frequent packet loss, connection interruptions

Thank you for coming back to me, 

 

This was the only issues that I could find on the account and needs to be addressed. 

 

I have taken the opportunity to book this for you, you are able to find the time, date and make any further amendments via your my virgin media account. 

 

Kind regards,

Zak_M

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watercooled
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Re: Frequent packet loss, connection interruptions

OK thank you, I just received the text message confirming the appointment.

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Zak_M
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Re: Frequent packet loss, connection interruptions

Please do keep in touch and let us know how you get on. 

 

Kind regards,

Zak_M

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