Menu
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
571 Views
Message 1 of 13
Flag for a moderator

Major packet loss - CS have been worse than useless

I'll apologise now for the short explanation for this issue, but having explained it 5+ times to people on "Customer Support" I really don't have the energy.

For the past 3 or 4 weeks, I have been suffering with severe packet loss. I have spoken with support who each time tell my services are working.

I managed to get a new router sent to see if that would fix the issue but still it persists.

It can happen up to 30-40 times per hour that my connection becomes unusable for 10-15 seconds (especially annoying when in a game for example)

Here is the BQM for just this afternoon when I installed the new router.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd02f62d01d23e201da37eed0a615c47acfed6e7
0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
570 Views
Message 2 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

and details from the router:

Downstream bonded channels

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

1586750000-0.437256 qam23
2410750000-0.237256 qam1
3418750000-0.237256 qam2
4426750000037256 qam3
5434750000037256 qam4
6442750000-0.237256 qam5
7450750000-0.237256 qam6
8458750000-0.437256 qam7
9466750000-0.237256 qam8
10474750000-0.237256 qam9
11482750000038256 qam10
12490750000-0.237256 qam11
13498750000-0.737256 qam12
14506750000-0.938256 qam13
15514750000-0.537256 qam14
16522750000-0.537256 qam15
17530750000-0.437256 qam16
18538750000-0.438256 qam17
19546750000-0.437256 qam18
20554750000-0.537256 qam19
21562750000-0.237256 qam20
22570750000-0.238256 qam21
23578750000-0.237256 qam22
24594750000-0.438256 qam24



Downstream bonded channels

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

1Locked37.62111181375235
2Locked37.34859723388178
3Locked37.64671052385958
4Locked37.34392450806324
5Locked37.64165307810051
6Locked37.64216596830557
7Locked37.64065796433161
8Locked37.63921867828978
9Locked37.63685976835434
10Locked37.63491171831272
11Locked38.63337406823477
12Locked37.63174709827714
13Locked37.63116783440290
14Locked38.62940323444220
15Locked37.62739043840755
16Locked37.62684351839834
17Locked37.62568134836015
18Locked38.92536684826659
19Locked37.62499641817252
20Locked37.32360661810376
21Locked37.62172825421351
22Locked38.62051663814313
23Locked37.62057414406707
24Locked38.62074107716133

 

Upstream bonded channels

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

1394000345.15512016 qam20
2258001015512016 qam22
3325998185.075512016 qam21
4462000635.15512016 qam19




0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
569 Views
Message 3 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Network Log

Time Priority Description

17/10/2019 17:31:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:31:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:31:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:32:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:33:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:34:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:34:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:34:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:34:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:35:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:38:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:38:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:38:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:38:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:39:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 1.31K
  • 189
  • 622
Very Insightful Person
Very Insightful Person
519 Views
Message 4 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

You have a bad connection somewhere between yourself and the street cabinet - it’s introducing noise into the line. No changing the hub is going to fix this one, all you can do is to check all the connections you can get to and make sure they are reasonably tight and no obvious signs of damage.

You’ll need an engineer visit to check the levels at various points so either try your hand with support again and really insist on a visit or wait for a member of the forum team to get to this thread and offer to contact you directly.

John

0 Kudos
Reply
Highlighted
  • 4.71K
  • 866
  • 1.25K
Very Insightful Person
Very Insightful Person
508 Views
Message 5 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Hello

Before getting an engineer go around and check that all connectors are hand tight to all virginmedia equipment and also check that there are no kinks to the cables or damage.

Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 684
  • 36
  • 53
Forum Team (Retired)
Forum Team (Retired)
492 Views
Message 6 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Hi Forders85,

 

Thank you very much for your post. We are very sorry to hear you have been experiencing this issue and we would certainly like to assist further with this, it will require a private message in order to ask some further details and confirm some security questions. I will follow up right away.

 

Many thanks,

 

Louis

0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
452 Views
Message 7 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

I chased CS again Thursday and they had an engineer come out to me this morning at 08:15 who said that what he's done will have fixed the problem. 

Here is the BQM for this morning...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fd02f62d01d23e201da37eed0a615c47acfed6e7

Don't know what to do now. 

0 Kudos
Reply
Highlighted
  • 3.52K
  • 567
  • 1.38K
Very Insightful Person
Very Insightful Person
440 Views
Message 8 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Repost your error stats.  Those looked very ropey when you posted them earlier, if (following a new hub and a field technician visit) they are persisting, then you at least have some form of proveable evidence of the fault.  

Give the forum staff a couple of days to see if they can get it looked at again, if not then you may need to engage VM's complaint process (I suggest in writing and by post), and in that case your focus should be that packet loss is clear evidence of a faulty service that is in breach of the 2015 Consumer Rights Act that requires VM to deliver their service with reasonable skill and care.  Make it clear that all you want is the same quality of service provided to the vast majority of VM's customers, but that if VM will not address the matter you'll escalate to CISAS.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
427 Views
Message 9 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Router Information as of 16:51:

Downstream bonded channels

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

1586750000337256 qam23
24107500003.237256 qam1
34187500003.237256 qam2
44267500003.537256 qam3
54347500003.537256 qam4
64427500003.437256 qam5
74507500003.437256 qam6
84587500003.237256 qam7
94667500003.237256 qam8
104747500003.437256 qam9
114827500003.437256 qam10
124907500003.237256 qam11
134987500002.937256 qam12
145067500002.738256 qam13
155147500002.937256 qam14
16522750000337256 qam15
175307500003.237256 qam16
18538750000337256 qam17
19546750000337256 qam18
20554750000337256 qam19
215627500003.238256 qam20
225707500003.438256 qam21
235787500003.438256 qam22
24594750000337256 qam24



Downstream bonded channels

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

1Locked37.324716817380
2Locked37.655352621990
3Locked37.653359222439
4Locked37.650428122174
5Locked37.647876821855
6Locked37.346691822242
7Locked37.645062821105
8Locked37.343517421094
9Locked37.641078620612
10Locked37.638808720755
11Locked37.337113320308
12Locked37.635275020349
13Locked37.334527720441
14Locked38.632678020231
15Locked37.630456720460
16Locked37.329840619933
17Locked37.628508920304
18Locked37.628098519199
19Locked37.627512118599
20Locked37.625859017555
21Locked38.623755017382
22Locked38.622541817134
23Locked38.622522016921
24Locked37.622217215161
0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 0
Joining in
426 Views
Message 10 of 13
Flag for a moderator

Re: Major packet loss - CS have been worse than useless

Upstream bonded channels

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

1394000004.825512016 qam20
2257999954.675512016 qam22
3326000004.75512016 qam21
4461998494.825512016 qam19

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm



Primary Downstream Service Flow

SFID116798
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID116797
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply