High ping jitter and packet loss

[Foyablanca]

Hi. We had a new 200mb connection installed a few weeks ago with a hub 3. Until a few days ago it was fine but we have been experiencing ping times of up to 888ms and download speeds varying from 100mb to 220mb. Jitter is between 4 and 6 ms with packet loss of 0.2 to 1 percent in Speedtest via iPad. It’s the same or worse vua a connected laptop with cable direct into the hub.

Support had us reset the hub and it improved a tiny but but they said they have noted stability issues and will work on it over the next week.  They also said that if the download speed is normally more than 107mb but no lower that’s within acceptable limits….wow.  Really?

ping to 8.8.8.8 via the hub test ping facility is up to 30000 ms.  Packet loss is 64 percent or so. The support people said they do not support this facility on the hub so they have no idea what it means!  Wow…really? The trace route shows loss of packets and mega slow speed in the hop into the virgin dns server ips…. Again the support people won’t comment on it…..

all this adds up to streaming slow downs, break ups, slow browsing …like a minute to load a YouTube page etc…

Does anyone think this is something they are working on…..it feels like we have been fobbed off a bit….and now I am told to wait for a week to see if it gets resolved…if not call back to support who only say a Speedtest of over 107 mb is normal.

any advice is appreciated, thank you

[jbrennand]

Lets look at the connection data

___________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

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

[Foyablanca]

1. Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)
   331000000
   Locked
   Ranged Upstream Channel (Hz)
   25800000
   Locked
   Provisioning State
   Online

[Foyablanca]

Downstream bonded channels

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

1	331000000	-0.4	40	256 qam	25
2	203000000	1.7	40	256 qam	9
3	211000000	1.7	40	256 qam	10
4	219000000	1.7	43	256 qam	11
5	227000000	1.2	40	256 qam	12
6	235000000	0.2	40	256 qam	13
7	243000000	0.2	40	256 qam	14
8	251000000	0	40	256 qam	15
9	259000000	0	40	256 qam	16
10	267000000	0	40	256 qam	17
11	275000000	-0.2	40	256 qam	18
12	283000000	0	40	256 qam	19
13	291000000	-0.2	40	256 qam	20
14	299000000	-0.2	40	256 qam	21
15	307000000	-0.2	40	256 qam	22
16	315000000	-0.4	40	256 qam	23
17	323000000	-0.5	40	256 qam	24
18	339000000	-0.4	40	256 qam	26
19	347000000	-0.7	40	256 qam	27
20	355000000	-1	40	256 qam	28
21	363000000	-1	40	256 qam	29
22	371000000	-1.5	40	256 qam	30
23	379000000	-1.4	40	256 qam	31
24	387000000	-1.4	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	23	0
2	Locked	40.9	22	0
3	Locked	40.3	9	0
4	Locked	43.3	25	0
5	Locked	40.9	21	0
6	Locked	40.9	14	0
7	Locked	40.3	9	0
8	Locked	40.9	9	0
9	Locked	40.3	9	0
10	Locked	40.9	11	0
11	Locked	40.3	12	0
12	Locked	40.9	9	0
13	Locked	40.9	18	0
14	Locked	40.3	12	0
15	Locked	40.9	23	0
16	Locked	40.9	24	0
17	Locked	40.9	26	0
18	Locked	40.3	10	0
19	Locked	40.9	11	0
20	Locked	40.9	12	0
21	Locked	40.9	9	0
22	Locked	40.3	8	0
23	Locked	40.9	23	0
24	Locked	40.3	8	0

[Foyablanca]

Upstream bonded channels

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

1	25800000	41.8	5120	32 qam	6
2	32600000	41.8	5120	32 qam	5
3	39400000	42.3	5120	32 qam	4
4	46200000	42.3	5120	64 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	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[Foyablanca]

Network Log

Time Priority Description

01/07/2021 20:28:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 11:36:15	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 11:36:3	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 06:49:23	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:53:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:57:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:11:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:56:29	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:56:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 07:50:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:28:40	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:28:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 08:46:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 09:15:31	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 07:17:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:24:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:24:19	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 22:52:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 19:24:19	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Foyablanca]

Hi.  Thanks for your help.   I have set up the connection Quality monitor .  Hope this gives some clues as to what the problem is,….  Cheers

[jbrennand]

Mmmm nothing obviously "wrong" albeit 3 of the Up channels have dropped to 32 qam and there are a few T3's - someone else needs to comment on the logs

Lets see the link to the BQM?

Also, Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. See if that restores the Up channels to 64qam should reset the T3 error counts to 0 too - see if they stay there

[Foyablanca]

Hi.  I will do the reset tomorrow….   Watching the football ….    At the moment the BQM is running and it’s ok….   Can I post a link to it or do you mean post an image of the graph?

also the vm support got me to do the pin reset but did not tell me to remove wired connections….is that significant ?  

I appreciate your help…..thank you

[Foyablanca]

Hi. Overnight the upstream qam has gone to 64.  Ping test just now…

PING 1.1.1.1 (1.1.1.1): 64 data bytes
72 bytes from 1.1.1.1: seq=0 ttl=59 time=30.000 ms
72 bytes from 1.1.1.1: seq=1 ttl=59 time=10.000 ms
--- 1.1.1.1 ping statistics ---
3 packets transmitted, 2 packets received, 33% packet loss
round-trip min/avg/max = 10.000/20.000/30.000 ms

The broadband monitor looks ok I think…..