Horrible latency and packet loss issues on Gig1/Hub4

[thinksingle]

Hello, I am experiencing latency and packet loss on my Gig1 connection with the Hub 4. This results in it being unusable for latency sensitive applications such as gaming.

I have checked the router status and it seems there is noise on the upload channel that is likely the problem as one of the channels keeps intermittently changing from 64QAM to 32QAM and also could be a power level issue too:

The router status below is after the Hub 4 lost connection so all the uncorrectable packets are reset to 0.

3.0 Downstream channels

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

25	330750000	10.300003	40.946209	QAM256	25
1	138750000	12.400002	40.366287	QAM256	1
2	146750000	12.500000	40.366287	QAM256	2
3	154750000	12.699997	40.366287	QAM256	3
4	162750000	12.000000	40.366287	QAM256	4
5	170750000	11.300003	40.366287	QAM256	5
6	178750000	10.500000	40.366287	QAM256	6
7	186750000	10.099998	38.983261	QAM256	7
8	194750000	9.400002	38.983261	QAM256	8
9	202750000	9.599998	38.605377	QAM256	9
10	210750000	10.099998	40.366287	QAM256	10
11	218750000	10.400002	40.366287	QAM256	11
12	226750000	10.400002	40.366287	QAM256	12
13	234750000	10.400002	40.366287	QAM256	13
14	242750000	10.500000	40.946209	QAM256	14
15	250750000	10.599998	40.946209	QAM256	15
16	258750000	11.699997	40.366287	QAM256	16
17	266750000	12.400002	40.366287	QAM256	17
18	274750000	12.199997	40.946209	QAM256	18
19	282750000	11.900002	40.366287	QAM256	19
20	290750000	12.199997	40.366287	QAM256	20
21	298750000	12.300003	40.366287	QAM256	21
22	306750000	12.800003	40.366287	QAM256	22
23	314750000	12.500000	40.366287	QAM256	23
24	322750000	11.199997	40.366287	QAM256	24
26	338750000	10.500000	40.366287	QAM256	26
27	346750000	10.900002	40.366287	QAM256	27
28	354750000	11.199997	40.366287	QAM256	28
29	362750000	11.099998	40.366287	QAM256	29
30	370750000	11.000000	40.366287	QAM256	30
31	378750000	10.900002	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	40.946209	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.605377	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.946209	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

43

14.6

168312437

0

[thinksingle]

3.0 Upstream channels

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

1	49600000	33.520599	5120 KSym/sec	32QAM	1
2	23600000	32.770599	5120 KSym/sec	64QAM	5
3	36600000	32.770599	5120 KSym/sec	64QAM	3
4	43100000	33.020599	5120 KSym/sec	64QAM	2
5	30100000	32.770599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.4

29.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

208

53.4

0

0

[thinksingle]

Update: 2 upstream channels on 32QAM and T2 Timeouts with no connection at 1-2am for about an hour

3.0 Upstream channels

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

1	43100000	33.270599	5120 KSym/sec	64QAM	2
2	49600000	33.770599	5120 KSym/sec	64QAM	1
3	36600000	33.020599	5120 KSym/sec	64QAM	3
4	23600000	33.020599	5120 KSym/sec	32QAM	5
5	30100000	32.770599	5120 KSym/sec	32QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	1	0	0
2	US_TYPE_STDMA	0	1	0	0
3	US_TYPE_STDMA	0	1	0	0
4	US_TYPE_STDMA	0	1	0	0
5	US_TYPE_STDMA	0	1	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.4

29.8

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

208

53.4

0

0

[Paul_DN]

Hi thinksingle,

Thank you for reaching out to us in our community and welcome, sorry to see you are experiencing high latency and pack loss, I was able to locate you on our System with the details we have for you and cannot see any long term issues, I can see you have a 3rd party Router so can only check so much, please can you do a Pin reset to put the Router back in Router mode enabling us to run further checks.

have you tried a pin reset to rule out any software issues, push a pin/ paper clip in the reset hole, it is important that it is held in for a timed 1 Minute, please allow 15 minutes to settle afterwards, please note if you have changed the Router password or any settings these will revert back to factory settings and will need changing back if needed.
Regards
Paul. 

[carl_pearce]

---

@Paul_DN wrote:

Hi thinksingle,

Thank you for reaching out to us in our community and welcome, sorry to see you are experiencing high latency and pack loss, I was able to locate you on our System with the details we have for you and cannot see any long term issues, I can see you have a 3rd party Router so can only check so much, please can you do a Pin reset to put the Router back in Router mode enabling us to run further checks.

have you tried a pin reset to rule out any software issues, push a pin/ paper clip in the reset hole, it is important that it is held in for a timed 1 Minute, please allow 15 minutes to settle afterwards, please note if you have changed the Router password or any settings these will revert back to factory settings and will need changing back if needed.
Regards
Paul. 

---

Did you look at the power levels and BQM?

Downstream power is out of spec on most channels and QAM is off on a couple of the upstream channels.

[legacy1]

Terrible jitter way too many modems on a set of upstream channels

[IPFreely]

Given the area has 5 x SC-QAMs and has an OFDMA upstream channel as well I'd hope not.

[thinksingle]

Hello Paul, 

I have followed your instructions however the issue still persists with one of my upload channels dropping to 16QAM and experiencing high latency and packet loss as can be seen in my BQM:

3.0 Upstream channels

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

1	43100000	33.020599	5120 KSym/sec	64QAM	2
2	49600000	33.520599	5120 KSym/sec	64QAM	1
3	23600000	32.770599	5120 KSym/sec	16QAM	5
4	36600000	32.770599	5120 KSym/sec	64QAM	3
5	30100000	32.770599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.4

29.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

208

53.4

0

0

[Molly_T]

Hi thinksingle, thank you for getting back in touch!

Sincerest apologies that you are still experiencing issues on your connection. 

Having had a look at our systems I can see some issues at the exchange which will require a technicians appointment to resolve. 
I will send you a PM to get this booked in for you! You can find the PM in the top right corner of the page in your Inbox. 

All the best. 

[pete_at_home]

Given the DS levels, the drop cable is probably on the wrong tap in the cabinet.    Moving the coax to 10dB lower tap connection would drop the DS by 10dB, and the CMTS would then tell the modem to adjust US to around 42dBmv.    US SNR at the CMTS (which you cannot see on the modem) will almost certainly improve.   Easy fix.