Virgin Media Community

[Ethan_Lister]

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

[Ethan_Lister]

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

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

33

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

40

6.9

5468900

0

[Ethan_Lister]

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

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

3.0 Upstream channelsChannel 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

[Ethan_Lister]

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;

[Andrew-G]

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.

[Ethan_Lister]

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.

[Ethan_Lister]

Update. 

The issue has evolved a bit, generally for the better but there are still issues.

 This is what the initial problem looked like. As you can see, this stopped at about 6:40am on the 25th.Now, I have more common, inconsistent minor packet loess throughout the day.

Neither of these issues have ever happened before as I check my BQM multiple times a week.

I see this, incredibly vague, message when running online service status checker. Probably no help at all for diagnosis.

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.

[Laurie_C]

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

[Ethan_Lister]

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. 

[John_GS]

Hi @Ethan_Lister

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,