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petelewicki
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Message 1 of 11
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Packet Issues

Hello all,

Posting to report packet sending issues again. This is making working from a home impossible on my Virgin connection. Regular 20 second lag outs on my RDP connection is just becoming a regular thing now. Also, to further add to the packets issue, my SIP handset drops my outbound every 20-30 seconds for 10-20 second intervals, but I can hear incoming the entire time. 

Is this the new norm? If a service rep can reopen my complaint please. Not sure how often this needs to happen for me to be able to leave as this is seriously affecting my workflow and it's not fit for purpose.

Pete

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MikeRobbo
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Alessandro Volta
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Message 2 of 11
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Re: Packet Issues

How are you connecting your device, Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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petelewicki
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Message 3 of 11
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Re: Packet Issues

Thanks for the response. Been running a psping to my work (London Datacenter) for the last hour and there's no dropped packets now. Packet loss pixies are gone.

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MikeRobbo
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Alessandro Volta
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Message 4 of 11
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Re: Packet Issues

I advise you to set up the BQM any way. It runs in the background and is a handy tool to have at hand.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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petelewicki
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Re: Packet Issues

Spoke too soon. Back to regular packet loss. Had a couple nice hours there.

 

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MikeRobbo
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Alessandro Volta
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Message 6 of 11
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Re: Packet Issues

Are you going to bother with the information asked for in Post #  2


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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petelewicki
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Re: Packet Issues

petelewicki_0-1598975699993.png

 


Sent = 2883, Received = 2868, Lost = 15 (0% loss),
Minimum = 22.80ms, Maximum = 4964.74ms, Average = 39.74ms

 

 

What worries me most is my virtual desktop customers coming back to office who've all got Virgin Business as recommended by me.

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MikeRobbo
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Message 8 of 11
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Re: Packet Issues


@MikeRobbo wrote:

Are you going to bother with the information asked for in Post #  2


Are you going to bother with the information asked for in Post #  2


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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petelewicki
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Message 9 of 11
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Re: Packet Issues

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

1419000000-3.737256 qam32
2203000000-1.438256 qam9
3211000000-1.538256 qam10
4219000000-1.738256 qam11
5227000000-1.738256 qam12
6235000000-1.438256 qam13
7243000000-1.438256 qam14
8251000000-1.738256 qam15
9259000000-238256 qam16
10267000000-238256 qam17
11275000000-2.538256 qam18
12283000000-2.738256 qam19
13291000000-2.438256 qam20
14299000000-1.738256 qam21
15307000000-238256 qam22
16315000000-1.938256 qam23
17323000000-1.738256 qam24
18363000000-2.238256 qam25
19371000000-2.238256 qam26
20379000000-2.238256 qam27
21387000000-338256 qam28
22395000000-3.237256 qam29
23403000000-338256 qam30
24411000000-3.237256 qam31



Downstream bonded channels

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

1Locked37.600
2Locked37.600
3Locked37.300
4Locked38.900
5Locked38.650
6Locked38.600
7Locked38.600
8Locked38.600
9Locked38.940
10Locked38.900
11Locked38.600
12Locked38.950
13Locked38.640
14Locked38.600
15Locked38.6140
16Locked38.650
17Locked38.900
18Locked38.900
19Locked38.650
20Locked38.900
21Locked38.600
22Locked38.650
23Locked38.600
24Locked37.300

 

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

1462000074.825512064 qam3
2394000194.675512064 qam4
3536999934.825512064 qam2
4603000074.825512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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petelewicki
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Message 10 of 11
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Re: Packet Issues

Network Log

Time Priority Description

01/09/2020 14:52:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 14:52:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 12:04:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 12:03:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:35:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:35:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:35:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:33:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:33:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:33:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:20:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:19:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:19:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:18:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:18:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:16:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:05:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 11:04:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 09:33:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 09:30:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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