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Foyablanca
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High ping jitter and packet loss

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

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jbrennand
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Message 2 of 25
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Re: High ping jitter and packet loss

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Foyablanca
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Message 3 of 25
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Re: High ping jitter and packet loss

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

 

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Foyablanca
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Message 4 of 25
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Re: High ping jitter and packet loss

Downstream bonded channels

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

1331000000-0.440256 qam25
22030000001.740256 qam9
32110000001.740256 qam10
42190000001.743256 qam11
52270000001.240256 qam12
62350000000.240256 qam13
72430000000.240256 qam14
8251000000040256 qam15
9259000000040256 qam16
10267000000040256 qam17
11275000000-0.240256 qam18
12283000000040256 qam19
13291000000-0.240256 qam20
14299000000-0.240256 qam21
15307000000-0.240256 qam22
16315000000-0.440256 qam23
17323000000-0.540256 qam24
18339000000-0.440256 qam26
19347000000-0.740256 qam27
20355000000-140256 qam28
21363000000-140256 qam29
22371000000-1.540256 qam30
23379000000-1.440256 qam31
24387000000-1.440256 qam32



Downstream bonded channels

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

1Locked40.9230
2Locked40.9220
3Locked40.390
4Locked43.3250
5Locked40.9210
6Locked40.9140
7Locked40.390
8Locked40.990
9Locked40.390
10Locked40.9110
11Locked40.3120
12Locked40.990
13Locked40.9180
14Locked40.3120
15Locked40.9230
16Locked40.9240
17Locked40.9260
18Locked40.3100
19Locked40.9110
20Locked40.9120
21Locked40.990
22Locked40.380
23Locked40.9230
24Locked40.380
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Foyablanca
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Message 5 of 25
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Re: High ping jitter and packet loss

Upstream bonded channels

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

12580000041.8512032 qam6
23260000041.8512032 qam5
33940000042.3512032 qam4
44620000042.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0020
3ATDMA0000
4ATDMA0010
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Foyablanca
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Message 6 of 25
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Re: High ping jitter and packet loss

Network Log

Time Priority Description

01/07/2021 20:28:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 11:36:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 11:36:3Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2021 06:49:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 16:53:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 11:57:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2021 12:11:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:56:29noticeDHCP 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 20:56:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 07:50:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 21:28:40noticeDHCP 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 21:28:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 08:46:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2021 09:15:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2021 07:17:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2021 07:24:19noticeDHCP 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 07:24:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 22:52:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 19:24:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Foyablanca
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Message 7 of 25
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Re: High ping jitter and packet loss

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

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jbrennand
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Message 8 of 25
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Re: High ping jitter and packet loss

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Foyablanca
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Message 9 of 25
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Re: High ping jitter and packet loss

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

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Foyablanca
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Message 10 of 25
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Re: High ping jitter and packet loss

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…..

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