24-08-2021 03:59 - edited 24-08-2021 04:05
This started at just before 10PM on the 23rd. I have BQM set up constantly so you can see the moment when the packet loss starts. The large spike around 2:30am is me restarting the router. Never seen this before.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8cb2e3a15ff33a9ba0bb7f02dfe1d67d702f5645-24-08-2021
on 24-08-2021 04:00
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
8 | 195000000 | 8.400002 | 36.609653 | QAM256 | 8 |
1 | 139000000 | 10.000000 | 36.386890 | QAM256 | 1 |
2 | 147000000 | 9.800003 | 36.386890 | QAM256 | 2 |
3 | 155000000 | 9.500000 | 35.779911 | QAM256 | 3 |
4 | 163000000 | 9.199997 | 35.779911 | QAM256 | 4 |
5 | 171000000 | 8.800003 | 35.779911 | QAM256 | 5 |
6 | 179000000 | 8.400002 | 35.779911 | QAM256 | 6 |
7 | 187000000 | 8.400002 | 35.595078 | QAM256 | 7 |
9 | 203000000 | 8.300003 | 36.609653 | QAM256 | 9 |
10 | 211000000 | 8.099998 | 36.609653 | QAM256 | 10 |
11 | 219000000 | 8.199997 | 36.386890 | QAM256 | 11 |
12 | 227000000 | 8.099998 | 35.779911 | QAM256 | 12 |
13 | 235000000 | 8.099998 | 35.595078 | QAM256 | 13 |
14 | 243000000 | 8.000000 | 36.386890 | QAM256 | 14 |
15 | 251000000 | 7.900002 | 35.779911 | QAM256 | 15 |
16 | 259000000 | 7.800003 | 36.386890 | QAM256 | 16 |
17 | 267000000 | 7.500000 | 36.386890 | QAM256 | 17 |
18 | 275000000 | 7.599998 | 36.609653 | QAM256 | 18 |
19 | 283000000 | 7.000000 | 36.386890 | QAM256 | 19 |
20 | 291000000 | 6.800003 | 36.386890 | QAM256 | 20 |
21 | 299000000 | 7.000000 | 36.386890 | QAM256 | 21 |
22 | 307000000 | 7.300003 | 36.609653 | QAM256 | 22 |
23 | 315000000 | 7.800003 | 36.609653 | QAM256 | 23 |
24 | 323000000 | 8.000000 | 37.355988 | QAM256 | 24 |
25 | 331000000 | 7.900002 | 37.355988 | QAM256 | 25 |
26 | 339000000 | 8.099998 | 36.609653 | QAM256 | 26 |
27 | 347000000 | 8.000000 | 36.609653 | QAM256 | 27 |
28 | 355000000 | 8.300003 | 36.609653 | QAM256 | 28 |
29 | 363000000 | 8.599998 | 37.355988 | QAM256 | 29 |
30 | 371000000 | 8.699997 | 37.355988 | QAM256 | 30 |
31 | 379000000 | 8.400002 | 37.636276 | QAM256 | 31 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
8 | Locked | 36.609653 | 4 | 0 |
1 | Locked | 36.386890 | 3 | 0 |
2 | Locked | 36.386890 | 4 | 0 |
3 | Locked | 35.779911 | 5 | 0 |
4 | Locked | 35.779911 | 2 | 0 |
5 | Locked | 35.779911 | 5 | 0 |
6 | Locked | 35.779911 | 3 | 0 |
7 | Locked | 35.595078 | 2 | 0 |
9 | Locked | 36.609653 | 3 | 0 |
10 | Locked | 36.609653 | 2 | 0 |
11 | Locked | 36.386890 | 1 | 0 |
12 | Locked | 35.779911 | 6 | 0 |
13 | Locked | 35.595078 | 1 | 0 |
14 | Locked | 36.386890 | 0 | 0 |
15 | Locked | 35.779911 | 0 | 0 |
16 | Locked | 36.386890 | 3 | 0 |
17 | Locked | 36.386890 | 2 | 0 |
18 | Locked | 36.609653 | 2 | 0 |
19 | Locked | 36.386890 | 0 | 0 |
20 | Locked | 36.386890 | 2 | 0 |
21 | Locked | 36.386890 | 1 | 0 |
22 | Locked | 36.609653 | 1 | 0 |
23 | Locked | 36.609653 | 2 | 0 |
24 | Locked | 37.355988 | 1 | 0 |
25 | Locked | 37.355988 | 1 | 0 |
26 | Locked | 36.609653 | 2 | 0 |
27 | Locked | 36.609653 | 1 | 0 |
28 | Locked | 36.609653 | 2 | 0 |
29 | Locked | 37.355988 | 2 | 0 |
30 | Locked | 37.355988 | 1 | 0 |
31 | Locked | 37.636276 | 1 | 0 |
33 | 96 | 4K | 1880 | QAM4096 | 759 |
33 | Locked | 40 | 6.9 | 5468900 | 0 |
on 24-08-2021 04:00
1 | 39400000 | 43.020599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 42.770599 | 5120 KSym/sec | 64QAM | 3 |
3 | 25800000 | 43.270599 | 5120 KSym/sec | 64QAM | 6 |
4 | 32600000 | 43.020599 | 5120 KSym/sec | 64QAM | 5 |
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 |
on 24-08-2021 04:11
Network Log
Time Priority Description
Thu Jul 29 09:10:08 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:08 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:13 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:23 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:23 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:23 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:37 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:37 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:10:52 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:11:23 2021 | 3 | Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:11:23 2021 | 3 | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:12:15 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 09:12:19 2021 | 3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jul 29 21:28:41 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 1 00:01:20 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 00:17:57 2021 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 05:07:55 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 07:33:43 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Fri Jul 30 15:00:27 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 06:02:38 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 1 09:01:31 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Aug 2 20:54:33 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Aug 3 00:58:24 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 4 03:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 4 03:47:23 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 4 23:24:38 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Aug 5 03:47:24 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 7 15:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 7 21:55:39 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 11 03:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 11 07:02:01 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 14 15:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 15 03:47:21 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 18 03:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Wed Aug 18 04:14:37 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 21 15:21:55 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 21 15:25:05 2021 | 4 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sat Aug 21 20:52:11 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:24:27 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:24:30 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:24:32 2021 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:29:16 2021 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:29:18 2021 | 6 | CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:29:20 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 01:29:39 2021 | 6 | CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 06:59:21 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 07:40:49 2021 | 6 | CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Sun Aug 22 20:35:32 2021 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 24-08-2021 06:48
The absolute regularity of the packet loss indicates a component cycling issue, and that's most likely on something like a line amplifier between you and the CMTS, although it could also be the hub or CMTS themselves. The relatively weak downstream SNR (still nominally within tolerance) despite high power levels would again suggest to my untutored thinking that it's an amp fault. The good news is this is probably an area level fault, and they are usually fixed quickly, the bad news is that it may not yet be recognised, and that that VM sometimes struggle with any problems beyond simple noise or power faults.
You can try phoning it in (so long as you dial your expectations to "dismal" and then take them down a further three notches), you can wait it out and hope that the fault is recognised through other routes or other customer complaints and fixed without you doing anything, or wait for the forum staff to pick this up and advise.
You can try calling VM's fault status line, or the automated web diagnostics, and these may give more information, but equally they may not provide any useful information - the words erratic, incomplete and unreliable all apply.
on 24-08-2021 11:08
Thanks for the reply. I'll probably wait until a rep on the forum gets back to me. In my experience, they tend to actually get stuff done and no more time wasted on my end. As you said I hope its fixed quickly but who knows. I did run the online diagnostics and the first time it identified a fault but suggested it was my own equipment, though I doubt it.
26-08-2021 08:35 - edited 26-08-2021 08:49
Update.
The issue has evolved a bit, generally for the better but there are still issues.
Neither of these issues have ever happened before as I check my BQM multiple times a week.
Furthermore, one of my upstream channels is now negotiating at only 32QAM as of right now.
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 43.020599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 43.020599 | 5120 KSym/sec | 64QAM | 3 |
3 | 25800000 | 43.520599 | 5120 KSym/sec | 32QAM | 6 |
4 | 32600000 | 43.270599 | 5120 KSym/sec | 64QAM | 5 |
As a result my upload speed is now between 20mbps and 30mbps, whereas it is almost always as advertised at around 45-50mbps, unless I check at very high usage times.
on 28-08-2021 12:02
Hi Ethan_Lister,
Thanks for getting back in touch. I am sorry that you've had this ongoing issue with your connection.
I've been able to locate your account using your Forum Details, and I can see that there are some issues with your connection. I'd like to book a technican appointment for you, I'll just need to confirm a few details via Private Message. Please look out for a purple envelope in the top right corner of your screen.
Kind regards,
Laurie
on 28-08-2021 12:51
Hi Laurie,
Thanks for getting in touch. The problems I was experiencing have been resolved, I don't know if something was done on your end but it went away after 3-4 days. Could you tell me what issues you've found from your testing? If there's still underlying issues which need resolving and could cause problems later then I'm happy to have a technician have a look, I'd just like to confirm whether its necessary.
on 30-08-2021 13:42
Thanks for coming back to us.
Upon checking, all your downstream levels bar 2 are out of spec. This will need a tech. If you can reply to my colleagues PM that he's sent, we can get this booked in 🙂
Kind regards,
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