High packet loss since yesterday evening 10pm

[HeatherE]

Welwyn Garden City / AL7

When I check my account it says there are no known issues in the area.

Here's the broadband quality monitor - the 100% packet loss this evening (Saturday) was me restarting the modem so ignore that spike, but you can see the general quality and it's been this way since 10pm Friday. Is this likely to be a problem in my area?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f183769e2f7c67ce9f0b1dbc42a35c3485...

[HeatherE]

In case this is helpful...

Downstream bonded channels

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

1	147000000	6.5	40	256 qam	2
2	139000000	6.5	38	256 qam	1
3	155000000	6.3	40	256 qam	3
4	163000000	6.1	40	256 qam	4
5	171000000	6.1	40	256 qam	5
6	179000000	6.3	40	256 qam	6
7	187000000	6.3	40	256 qam	7
8	195000000	5.9	40	256 qam	8
9	203000000	5.8	40	256 qam	9
10	211000000	5.8	40	256 qam	10
11	219000000	5.5	40	256 qam	11
12	227000000	5	40	256 qam	12
13	235000000	4	40	256 qam	13
14	243000000	3.4	38	256 qam	14
15	251000000	3	40	256 qam	15
16	259000000	4	38	256 qam	16
17	267000000	4.8	40	256 qam	17
18	275000000	5.5	40	256 qam	18
19	283000000	6.3	40	256 qam	19
20	291000000	6	40	256 qam	20
21	299000000	6.8	40	256 qam	21
22	307000000	6.8	40	256 qam	22
23	315000000	6.8	40	256 qam	23
24	323000000	7.4	40	256 qam	24

Downstream bonded channels

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

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

[HeatherE]

Upstream bonded channels

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

1	25799856	44.5	5120	16 qam	6
2	32600097	45	5120	16 qam	5
3	39400000	43.8	5120	32 qam	4
4	46200000	45	5120	32 qam	3

Upstream bonded channels

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	9	2

Network Log

Time Priority Description

03/07/2021 21:24:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:24:35	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:23:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:23:20	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:22:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:22:0	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:20:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:20:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:19:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:19:21	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:16:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:16:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:08:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:08:42	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:00:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 21:00:42	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 20:34:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 20:34:5	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 20:15:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 20:15:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[HeatherE]

As suddenly as the problem started it seems to have gone away again as of about 4am. Hopefully it stays gone. Very irritating to keep finding "no problems detected" on all the diagnostic tools on the VM website when the BQM graph looked like that though!

4th July BQM graph with the dropped packets disappearing at around 3am and the ping coming back down at 4am:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/34b117e8002f7c0714a79152722aad1d65...

[EnriquoPablez]

Having the same issue, since Friday night/Saturday morning. Every 20 or 30 seconds my packet loss spikes to ~30%. This is unworkable, as I spend a lot of time streaming my desktop, and it cuts out every 20 seconds due to the insane loss. This happens on my wired desktop machine, and my WiFi laptop, with the same rates of failure.

The VM diagnostic page keeps coming back saying it's an invalid link about 2/3rds of the time, then working the rest of the time. When I go to it it says no known problems in your area, then when I eventually manage to run the test, it says there's a problem in your area, hah. Hopefully this resolves itself like it did for Heather, but I am still experiencing it for now...

[lotharmat]

@EnriquoPablez - You'd be best starting your own thread!

[Hayley_S]

Hello @HeatherE.

Welcome back to the community page, thank you for posting on here.

I am sorry to see you are having dropouts recently.

I can see from your BMQ chart that there is something we need to investigate, just before we do can you please do a pinhole reset for me? Do you use a 3rd party device?

Look forward to hearing back from you.