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algreed
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Issues with intermittent and variable connection - high latency and packet loss?

Hi, I've been a VM customer for a while now and mostly had consistent internet service. In the last two days, however, I have had a lot of problems with variable connection. Speed tests show the speed roughly where I expect it for download (around 100mbps) but v low for upload (0.1mpbs).

I've tried rebooting the router (Hub 3) but to no avail. Problems are consistent across devices, all connected by wifi. They have all worked fine on this network since install up until the last few days, so I suspect something has gone wrong somewhere along the line to cause this rather than an issue with setup?

Some details from hub status and my BQM copied below. I'm no expert but looking at the BQM, v high and variable max latency, and significant packet loss -- are these things I can fix or is it an issue requiring an engineer?

BQM 

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

13310000001.238256 qam25
22190000001.733256 qam11
32270000001.234256 qam12
42350000000.938256 qam13
52430000001.538256 qam14
6251000000138256 qam15
72590000000.738256 qam16
82670000000.738256 qam17
92750000000.238256 qam18
102830000000.538256 qam19
112910000000.538256 qam20
122990000000.738256 qam21
133070000000.238256 qam22
14315000000038256 qam23
15323000000138256 qam24
163390000002.238256 qam26
173470000001.238256 qam27
183550000001.538256 qam28
193630000001.237256 qam29
203710000000.538256 qam30
213790000001.237256 qam31
223870000000.938256 qam32
233950000000.538256 qam33
244030000000.438256 qam34

 

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

1Locked38.620
2Locked355730
3Locked35890
4Locked38.600
5Locked38.670
6Locked38.680
7Locked38.6160
8Locked38.660
9Locked38.6150
10Locked38.6130
11Locked38.950
12Locked38.6130
13Locked38.680
14Locked38.600
15Locked38.950
16Locked38.650
17Locked38.600
18Locked38.660
19Locked37.650
20Locked38.900
21Locked37.900
22Locked38.640
23Locked38.610
24Locked38.960

 

Upstream bonded channels

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

1602998195.2512016 qam1
2461998355.2512016 qam3
3537002495.2512016 qam2
4394007435.2512016 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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algreed
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Also, in case it is useful, the network log:

Network Log

Time Priority Description

14/10/2020 17:00:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:59:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:33:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 16:31:51noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 15:39:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 15:38:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 14:58:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 14:56:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:32:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:30:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:34:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 12:21:44noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:50:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:37:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:25:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 11:20:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:24:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:17:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 10:09:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 09:56:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Helpful Answer

Re: Issues with intermittent and variable connection - high latency and packet loss?

Your Upstream Power Levels are too high and the modulation on each one is at 16 QAM, they should be at 64 QAM.

1602998195.2512016 qam1
2461998355.2512016 qam3
3537002495.2512016 qam2
4394007435.2512016 qam4

 

You will need an engineer to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
algreed
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Thanks Mike, that is helpful. I'll try calling but in the meantime if any VM Forum staff pick this up please get in touch!
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Re: Issues with intermittent and variable connection - high latency and packet loss?


@algreed wrote:
Thanks Mike, that is helpful. I'll try calling but in the meantime if any VM Forum staff pick this up please get in touch!

When you phone in DO NOT mention the QAM or Power Levels. Just tell them that your internet keeps going very slow then stops and then it is slow again.

They will ask you to reboot, humour them and then tell them it is just the same.

Hopefully you will get a CS Agent that is switched on and will remotely check the Hub.

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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algreed
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Well, its been a few days -- no luck getting in touch with VM on the phone lines, it redirects me to this forum or says noone is available and doesn't provide any further options! There is an automated message saying there is an intermittent problem in the area that they are working on but that it is 'very complicated'.

It's been around a week now with patchy service, dropped connections, and disruption affecting both me and my partner's ability to work from home.

Anyone got any tips on how to get more information or help, or is it out of my hands? Feels very frustrating, especially noting that VM only do claims on total service outages, not disruptions like this...

 

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Hollie_B
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Hi there @algreed 

 

Thanks for your post. Apologies for the delay in response, we have been very busy and doing all we can to get to each community post ASAP. 

 

Sorry to hear that you've been having these broadband issues still. How has it been since your last post here? 

 

Let us know if you still need help and we'll go from there 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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algreed
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Hi Hollie, thanks for getting back to me. Afraid there are still intermittent problems, and I've had no luck getting through to anyone on the phone line to talk it through. Can you advise next steps to try and get it sorted?

 

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Alex_RM
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Re: Issues with intermittent and variable connection - high latency and packet loss?

Hi algreed,

 

Sorry for the late reply, 

 

I've been able to locate your account using your forum details and can see you're currently affected by an SNR are outage, whilst this is ongoing your services may be intermittent. 

 

the estimated fix date for this is later this evening, if you can please pop back and let us know if there is any improvement from tomorrow 🙂

 

Alex_Rm

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