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OHoolihan
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High ping and dropped packets

Hey guys,

Please help, I have done some research on here and am hoping to have figured this out but need verification.

My internet has been poor for three weeks and this last week has been unbearable.

Please see attached info from the router in particular post RS errors on Channels 1-6.

Look forward to any and all help,

Regards,  Ryan

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3d1fcef413a380a28780437bcae5eeb1ce58e18-25-04-2020

Downstream bonded channels

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

1259000000-6.235256 qam16
2251000000-5.236256 qam15
3267000000-735256 qam17
4275000000-6.935256 qam18
5283000000-5.236256 qam19
6291000000-3.237256 qam20
7299000000-1.537256 qam21
8307000000-0.538256 qam22
9315000000138256 qam23
103230000002.540256 qam24
11371000000640256 qam25
123790000006.540256 qam26
133870000006.840256 qam27
143950000006.940256 qam28
15411000000740256 qam29
164190000006.940256 qam30
17427000000740256 qam31
184350000007.440256 qam32
194430000007.640256 qam33
20451000000840256 qam34
21459000000840256 qam35
22467000000840256 qam36
234750000007.640256 qam37
244830000007.540256 qam38



Downstream bonded channels

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

1Locked35.78929198731
2Locked36.389082137704
3Locked35.53804561407117
4Locked35.5647837536722
5Locked36.360742154008
6Locked37.337549620
7Locked37.61055070
8Locked38.6153990
9Locked38.95210
10Locked40.3450
11Locked40.9620
12Locked40.9610
13Locked40.3690
14Locked40.3650
15Locked40.9720
16Locked40.9740
17Locked40.3910
18Locked40.31040
19Locked40.31090
20Locked40.31230
21Locked40.9950
22Locked40.3880
23Locked40.91020
24Locked40.91210

 

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OHoolihan
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Re: High ping and dropped packets

Upstream bonded channels

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

1326000004.35512064 qam5
2394000004.4512064 qam4
3461999994.45512064 qam3
4537000004.525512064 qam2
5603000004.6512064 qam1
6258000504.3512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
6ATDMA0000

 

Network Log

Time Priority Description

25/04/2020 18:41:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:31Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:40:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:00:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:00:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:00:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 18:00:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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DuncanInnes
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Re: High ping and dropped packets

I was having very similar problems (huge ping spikes and dropped packets) which made work conference calls & video calls torture.  This thread has some ideas which helped the situation, but hasn't fully resolved it.

https://community.virginmedia.com/t5/Speed/Intermittent-speeds-and-ping-spikes-drops/td-p/4209137

Basically set a digital timer on the Hub 3.0 power supply to power it down for 5 minutes at 04:00 every morning.  The behaviour is now significantly better, although I am still booted out of a conference/video call once every day or two due to bad pings & dropped packets.  

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Harvey_H
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Re: High ping and dropped packets

Hi,

 

Your downstream signal frequency 259Mhz is out of spec at -6.2dB

This must be between -6dB to +11dB to maintain a stable connection to the Virgin Network.

 

I'd check all cables for any damage and that all connections are tight. Also checking any outside cable's if you have any and the connections in the External Termination Box if you are able to reach it.

 

As the frequencies range so much there must be a loose connection or damage somewhere.

 

If you can't fix it then you need to get in contact with Virgin informing them that your equipment is out of specification and causing intermittent service.

 

 

 

If I've helped in any way, please give me Kudos and mark my response as a helpful answer!

Fancy £50 off your bill? Ask me how and you might just get it!

I am a Service Field Technician at Virgin. However, all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such

 


Here to help! I'm a technician helping out whilst working from home. Find out more


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Lee_R
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Re: High ping and dropped packets

Hi OHoolihan

In support of @Harvey_H advice.  Please do contact us for further investigation, if issue does not get resolved.

Regards


Lee_R

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OHoolihan
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Re: High ping and dropped packets

Afternoon,

Thanks @Harvey_H I have checked everything I have access to and it all seems fine.

The green cabinet closest to the building looks undisturbed and the first connection I can get to is in the property as the cable comes straight in.  Inside looks to be in good order, everything is still stapled and not disturbed.

All connections checked, factory reset the hub and only one Ethernet from hub to desktop.

@Lee_R, it feels like it is getting worst, constant kicks and stutters on streams and conference calls.

Any responses greatly appreciated,

Regards.

 

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Melissa_F
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Helpful Answer

Re: High ping and dropped packets

Thanks Harvey_H.

 

Please contact our team by text on 07533051809 and they will be able to help you with this.

 

Thanks

 

Melissa

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OHoolihan
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Re: High ping and dropped packets

I want to thank everyone for their support and offers of help and guidance. 

A virgin tech came out and checked everything, not saying this is everyone's fix, but he changed the connection in the green cabinet as the power delivery was out of range. Not saying this is everyone's fix but this was mine.

No more dropouts, back in modem mode using my Asus rt-ac87u which wouldn't connect. I know people search for this because I did and found mixed results. I found, turn asus on first and let it boot up fully then switch on hub and it seems when it boots it cures the dhcp issues.

Hope this helps in the future. 

Thanks again everyone for your time. 

Stay safe. 

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Chris_W1
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Re: High ping and dropped packets

Hi OHoolihan, thanks for the message and we are glad to gear that you were able to get this resolved. Please let us know if you need anything else - Chris. 

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