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OokraMoO
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PACKET LOSS LE3 AREA

For the past few months/weeks I've been getting horrific packet loss, especially while gaming, making it unplayable, usually during peak times.

1.png2.png

3.png

 

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

1203000000-440256 qam9
2211000000-440256 qam10
3219000000-4.240256 qam11
4227000000-4.240256 qam12
5235000000-4.540256 qam13
6243000000-4.740256 qam14
7251000000-4.740256 qam15
8259000000-4.740256 qam16
9267000000-4.540256 qam17
10275000000-4.740256 qam18
11283000000-4.740256 qam19
12291000000-4.740256 qam20
13299000000-4.540256 qam21
14307000000-4.540256 qam22
15315000000-4.740256 qam23
16323000000-4.740256 qam24
17331000000-4.540256 qam25
18371000000-4.440256 qam26
19379000000-4.240256 qam27
20387000000-4.540256 qam28
21395000000-4.540256 qam29
22403000000-4.440256 qam30
23411000000-4.240256 qam31
24419000000-4.240256 qam32



Downstream bonded channels

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

1Locked40.390
2Locked40.340
3Locked40.350
4Locked40.350
5Locked40.940
6Locked40.370
7Locked40.380
8Locked40.360
9Locked40.350
10Locked40.970
11Locked40.350
12Locked40.360
13Locked40.960
14Locked40.9190
15Locked40.360
16Locked40.370
17Locked40.350
18Locked40.310
19Locked40.340
20Locked40.370
21Locked40.380
22Locked40.350
23Locked40.340
24Locked40.98

0

 

Upstream bonded channels

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

14620020545.8512064 qam1
22580000044.8512064 qam4
33259987045.3512064 qam3
43939991245.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA001880
3ATDMA0010
4ATDMA0000

 

What's going on?

Thanks

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jbrennand
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Re: PACKET LOSS LE3 AREA

Your BQM's are rejected" as they contain your i.p.address. You need to either blank tat out on the images, or post as per the "share live link" instructions.

That said - I can see them and they aren't good! Neither is a mass of T3 timeouts.

Can you try this...
_______________

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time

Then copy/paste as “Formatted Text” (not images) the full Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - or if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again for it to go).

Also see if the T3 error counts in the UP channels reset to 0 and see if they start building up and appear in the logs.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jbrennand
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Re: PACKET LOSS LE3 AREA

Forgot to add - check for any known issues... as well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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OokraMoO
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Re: PACKET LOSS LE3 AREA

1.png2.png3.png

 

Thanks for the tips, I did do a factory reset 2 days ago the same way you said, didn't make any difference it seems. I called the Service Status number you said, and it said there are issues in my postcode and the engineers are working on a fix. It's been like it for a few months now so not holding out much hope, thanks. (Also fixed the graphs hopefully) (T3 Timeouts are now at 1078)

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jbrennand
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Re: PACKET LOSS LE3 AREA

OK not much you can do until VM fix the known issue. Was there not an estimated fix date given?

What is slightly worrying is that the issues only seem to be present during "peak usage" hours and so could translate into an overutilisation (too many users) issue - which tend to drag on for months or years ! Lets see what VM have to say when they get here in a day or two and be able to give your more info on that.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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OokraMoO
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Re: PACKET LOSS LE3 AREA

Oh I know all too well about the over utilisation issues in my area, every year or 2 VM sign up too many people and I have huge ping spikes and packet loss until they fix it after 8 or so months, then it happens again a year or so later. Unfortunately can't even switch to another ISP as it's all phone line and that's even worse for me.

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jbrennand
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Re: PACKET LOSS LE3 AREA

Oh dear 😞 In that case you know only too well the value of the estimated fix dates ! Might get better once this pandemic is over and people are maybe using it less for WFH, Zooming, Video streaming, etc, in the daytime hours

What about a 5G BB SIM deal. Good unlimited data packages can be had for ~£25/month. Worth considering if you are in a 5G area - should be better than a phone line ?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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David_Bn
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Message 8 of 21
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Re: PACKET LOSS LE3 AREA

I've looked into this for you @OokraMoO and it seems that the outage is currently running until 08/06/21 at 09:00

 

Sorry for the inconvenience this may cause you and we will do all we can to have this resolved for you as soon as possible 

 

Kindest regards,

 

David_Bn

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OokraMoO
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Re: PACKET LOSS LE3 AREA

It's now the 10th, the issue is still there. I called the service number again and it says all issues resolved, they aren't.

8th8th9th9th10th10th

Spoiler
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1203000000-440256 qam9
2211000000-440256 qam10
3219000000-4.240256 qam11
4227000000-4.440256 qam12
5235000000-4.540256 qam13
6243000000-4.740256 qam14
7251000000-4.740256 qam15
8259000000-4.740256 qam16
9267000000-4.540256 qam17
10275000000-4.740256 qam18
11283000000-4.540256 qam19
12291000000-4.540256 qam20
13299000000-4.440256 qam21
14307000000-4.440256 qam22
15315000000-4.540256 qam23
16323000000-4.540256 qam24
17331000000-4.540256 qam25
18371000000-4.240256 qam26
19379000000-4.240256 qam27
20387000000-4.540256 qam28
21395000000-4.540256 qam29
22403000000-4.440256 qam30
23411000000-4.240256 qam31
24419000000-4.240256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.32360
2Locked40.3600
3Locked40.3880
4Locked40.3900
5Locked40.31580
6Locked40.31000
7Locked40.3800
8Locked40.3780
9Locked40.31090
10Locked40.32930
11Locked40.91370
12Locked40.3910
13Locked40.91240
14Locked40.3620
15Locked40.31060
16Locked40.3620
17Locked40.91650
18Locked40.3720
19Locked40.3380
20Locked40.3710
21Locked40.9460
22Locked40.9730
23Locked40.3600
24Locked40.3860
Spoiler
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000046.5512064 qam1
22580000945.5512064 qam4
33260000045.8512064 qam3
43940000046512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0050
2ATDMA0061280
3ATDMA0060
4ATDMA0050

 

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Zoie_P
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Message 10 of 21
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Re: PACKET LOSS LE3 AREA

Thanks for keeping us posted OokraMoO, 

I can see the SNR is still on track to be resolved to day at 6pm

Keep us posted 

Zoie

Zoie
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