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stiffers
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Packet Loss and connection loss

Hi all, had my virgin media installation last satuday (9th Oct) and since then I've had quite a few issues. First day of install the connection dropped a few times, came back after a few minutes each time but was still worrying considering it had just been installed. I haven't experienced this since but then last night I have been getting packet loss issues. Looking into the router status I can see a lot of errors so I've come here to get some insight. My main PC is connected via ethernet to the router, all cables etc are tight.

I set up a BQM as of last night and you can see some packet loss:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c67ba2a8eeaba4671597ae0f6ebaeb89c9...

 Then the live BQM here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e8519d0356254e361c499aac2465c0fe81a53a6

 

Router Logs:

Downstream bonded channels

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

1387000000138256 qam32
22030000002.438256 qam9
3211000000238256 qam10
42190000001.938256 qam11
52270000001.738256 qam12
62350000001.740256 qam13
72430000002.238256 qam14
82510000002.740256 qam15
92590000002.538256 qam16
102670000002.540256 qam17
112750000002.240256 qam18
122830000002.240256 qam19
13291000000238256 qam20
14299000000238256 qam21
15307000000238256 qam22
163150000002.240256 qam23
173230000002.238256 qam24
183310000002.238256 qam25
193390000002.238256 qam26
203470000001.940256 qam27
213550000001.738256 qam28
223630000001.438256 qam29
23371000000140256 qam30
24379000000138256 qam31



Downstream bonded channels

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

1Locked38.979732316
2Locked38.91015812116
3Locked38.91032911956
4Locked38.91011411031
5Locked38.91013810423
6Locked40.3101469964
7Locked38.9100289386
8Locked40.399788702
9Locked38.999548403
10Locked40.3100137441
11Locked40.399057144
12Locked40.399566387
13Locked38.999046137
14Locked38.995945711
15Locked38.997345317
16Locked40.394095054
17Locked38.992944576
18Locked38.992934256
19Locked38.991463925
20Locked40.389893394
21Locked38.986643564
22Locked38.986213054
23Locked40.383103021
24Locked38.980743043

 

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stiffers
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Re: Packet Loss and connection loss

Upstream bonded channels

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

13940000042.5512064 qam2
22580000041512064 qam4
33260000041.5512064 qam3
44620000042.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0030
3ATDMA0070
4ATDMA0000

 

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stiffers
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Re: Packet Loss and connection loss

Network Log

Time Priority Description

15/10/2021 15:23:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 03:28:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:42:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:28:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:28:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:28:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:43:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 10:11:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 20:52:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 14:00:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 12:32:14noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 12:32:14ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 11:10:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 11:10:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jbrennand
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Message 4 of 27
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Re: Packet Loss and connection loss

Not looking great. Too many RS errors and T3 timeouts. Can you do this....
_____________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
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.
stiffers
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Message 5 of 27
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Re: Packet Loss and connection loss

Thanks for the reply, I will try what you said and report back with what shows up. I got around to running a test on the website and got this Capture.JPG

Though the site still shows "no known issues" listed on the service status. Is this indicitive of an issue with the area, or something internal? As mentioned before we only got the installation done 7 days ago so nothing has been fiddled with, all cables feel very tight and nothing has been tampered with.

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jbrennand
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Message 6 of 27
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Re: Packet Loss and connection loss

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. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

So if nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b. Call now, but calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

--------------------
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.
stiffers
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Message 7 of 27
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Re: Packet Loss and connection loss

Called the number and it said there was a fault in the area and that they're working to fix it. It texted me a link to track the issue, however the page the link sent me to shows "we can't see any issues". Not sure what to think, however they have detected an issue in the area at some point.

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Serena_C
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Message 8 of 27
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Re: Packet Loss and connection loss

Hi @stiffers

 

Welcome to our Community Help Forum 🙂

 

Sorry to see you are experiencing issues with your connection, I understand this must be frustrating for you. I would like to take a look into this further for you and see what information I can provide on the fault.

 

I shall send you a private message now to obtain the details required. Please look out for the purple envelope in the top right corner and get back to me when you can.

 

Best wishes,

Serena

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stiffers
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Re: Packet Loss and connection loss

I have replied thank you

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Serena_C
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Message 10 of 27
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Re: Packet Loss and connection loss

Hi @stiffers

 

Thank you for responding to my private message. I have taken a look and can see that an SNR outage has been detected that is affecting your services.

 

We have identified the issue and an engineer is working to get it resolved asap.

 

The currently estimated fix time is 9am on 25/10/2021. Apologies for the disruption to your connection.

 

Kind regards,

Serena

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