Massive packet loss for the past few days

[AurelC2G]

I've been with Virgin Media for a year and a half and it worked mostly without any issues (though the speed I'm getting is significantly lower than the advertised minimums: getting about 100 Mbps down / 3.80 up with my M350 broadband, when Virgin claims 360 is expected and minimum 181).

I recently was away for a few weeks, and since coming back three days ago I notice extremely high packet loss (> 10%, sometimes 20%). I definitely didn't have this problem before, and haven't changed anything on my end.

Just set up BQM: https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb4e43ed04c4e225a16fed175f6e44c83b... (the 100% drops at the very beginning are because my firewall wasn't accepting the pings yet).

I tried rebooting the hub (that's the second 100% loss spike on the graph), but it didn't help.

[Ayisha_B]

Hi @AurelC2G 👋,

A warm welcome to our Community Forums and thanks for your post. It's great to have you on board with us here 😊

I am sorry for the issues with your service. Appreciate that isn't ideal!

I have taken a look at our systems and can see there was an outage that was impacting your area. This has now been verified as resolved. 

Have you noticed any improvements?

Let us know so we can offer further support if required. 

Many thanks

[AurelC2G]

Yes it's much better now (and clearly visible on the BQM graph I linked above), thanks!

[newapollo]

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@AurelC2G wrote:

I've been getting about 100 Mbps down / 3.80 up with my M350 broadband, when Virgin claims 360 is expected and minimum 181).

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Hi @AurelC2G 

Even though it's much better now you should be getting at least something close to the minimum speed on a wired connection.

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

There are a lot of tech guru's on the forum that can look into your issues and help, but to do that please can you post the hub stats.

Open a browser and in the address bar type in 192.168.0.1 then post the full details from the Router Status page.

Please  copy and paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

You should also check that the internet card in your computer set to and capable of receiving speeds higher than 100Mbps

Gig speed

[AurelC2G]

Thanks!

Note that since the packet loss issue was fixed, upload speed is back up to where it usually sits, around 36 Mbps. Download is at about 135 Mbps (still well short of the expected speed for my M350).

These are the stats from my hub:

Downstream bonded channels

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

1	178750000	-0.2	40	256 qam	6
2	138750000	-0.2	38	256 qam	1
3	146750000	0	40	256 qam	2
4	154750000	0	40	256 qam	3
5	162750000	0	40	256 qam	4
6	170750000	0	40	256 qam	5
7	186750000	-0.2	40	256 qam	7
8	194750000	-0.4	40	256 qam	8
9	202750000	-0.5	40	256 qam	9
10	210750000	-0.7	40	256 qam	10
11	218750000	-1	40	256 qam	11
12	226750000	-1	40	256 qam	12
13	234750000	-1	40	256 qam	13
14	242750000	-1.4	40	256 qam	14
15	250750000	-1.5	40	256 qam	15
16	258750000	-1.5	40	256 qam	16
17	266750000	-1.5	40	256 qam	17
18	274750000	-1.5	38	256 qam	18
19	282750000	-1.7	38	256 qam	19
20	290750000	-1.2	38	256 qam	20
21	298750000	-1.5	40	256 qam	21
22	306750000	-1.9	40	256 qam	22
23	314750000	-2	38	256 qam	23
24	322750000	-1.7	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	4304	0
2	Locked	38.6	213	11
3	Locked	40.3	199	0
4	Locked	40.3	558	0
5	Locked	40.3	1089	0
6	Locked	40.3	3318	0
7	Locked	40.3	4206	12
8	Locked	40.3	6005	7
9	Locked	40.3	1550	0
10	Locked	40.3	2426	0
11	Locked	40.3	210	18
12	Locked	40.3	86	0
13	Locked	40.3	32	0
14	Locked	40.3	19	0
15	Locked	40.3	126	0
16	Locked	40.3	34	0
17	Locked	40.3	17	0
18	Locked	38.9	16	0
19	Locked	38.9	17	0
20	Locked	38.9	34	0
21	Locked	40.3	9	0
22	Locked	40.3	21	0
23	Locked	38.9	16	0
24	Locked	40.3	11	0

Upstream bonded channels

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

1	49600000	49	5120	64 qam	1
2	23600000	49	5120	64 qam	5
3	30100000	49	5120	64 qam	4
4	36600000	49	5120	64 qam	3
5	43100000	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	123	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

Will post the network log in a separate message due to characters limit.

My computer's network card goes up to 2.5 Gbps, so that's not the problem. Note that I am using it in modem mode and have my own router (EdgeRouter X from Ubiquiti), but that shouldn't be the problem either as all ports are 1 Gbps.

Thanks!

[AurelC2G]

Network Log

Time Priority Description

02/01/2023 20:59:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 19:21:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 19:21:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 19:04:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 19:04:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 18:31:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 18:31:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 18:29:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 18:29:38	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:46:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:46:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:42:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:42:29	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:28:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:28:47	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:25:7	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 17:25:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 16:53:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 16:53:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2022 16:51:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I see a bunch of critical errors in there, but nothing since the packet loss issue was fixed, so that may be where these errors are coming from.

[newapollo]

Hi again @AurelC2G 

You should reboot the hub so you start with a fresh set of logs, then the tech guys can keep an eye on any errors that occur and see how fats theya re happening to help them pinpoint why the speed is slower than expected.  

You can do that from the hub interface and Admin > Reload & Reboot > Reboot

Keep your BQM running as that will be very useful too.

[John_GS]

Hi @AurelC2G

Thanks for coming back to the thread, you'll need a tech visit arranging, this is because on the upstream power levels, the SNR level (signal to noise ratio) is lower than expected.

I'll send you a PM now to arrange this

Best,

[John_GS · Accepted solution]

Hi AurelC2G

Thanks for joining me on PM and providing me the details to confirm the tech visit for the upstream SNR issues. The visit will be viewable in your online account - virg.in/myVM - within a few hours, where you can amend/cancel if needs be.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes or if you need any further help