Packet Loss and connection loss

[stiffers]

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

1	387000000	1	38	256 qam	32
2	203000000	2.4	38	256 qam	9
3	211000000	2	38	256 qam	10
4	219000000	1.9	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	1.7	40	256 qam	13
7	243000000	2.2	38	256 qam	14
8	251000000	2.7	40	256 qam	15
9	259000000	2.5	38	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.2	40	256 qam	18
12	283000000	2.2	40	256 qam	19
13	291000000	2	38	256 qam	20
14	299000000	2	38	256 qam	21
15	307000000	2	38	256 qam	22
16	315000000	2.2	40	256 qam	23
17	323000000	2.2	38	256 qam	24
18	331000000	2.2	38	256 qam	25
19	339000000	2.2	38	256 qam	26
20	347000000	1.9	40	256 qam	27
21	355000000	1.7	38	256 qam	28
22	363000000	1.4	38	256 qam	29
23	371000000	1	40	256 qam	30
24	379000000	1	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	7973	2316
2	Locked	38.9	10158	12116
3	Locked	38.9	10329	11956
4	Locked	38.9	10114	11031
5	Locked	38.9	10138	10423
6	Locked	40.3	10146	9964
7	Locked	38.9	10028	9386
8	Locked	40.3	9978	8702
9	Locked	38.9	9954	8403
10	Locked	40.3	10013	7441
11	Locked	40.3	9905	7144
12	Locked	40.3	9956	6387
13	Locked	38.9	9904	6137
14	Locked	38.9	9594	5711
15	Locked	38.9	9734	5317
16	Locked	40.3	9409	5054
17	Locked	38.9	9294	4576
18	Locked	38.9	9293	4256
19	Locked	38.9	9146	3925
20	Locked	40.3	8989	3394
21	Locked	38.9	8664	3564
22	Locked	38.9	8621	3054
23	Locked	40.3	8310	3021
24	Locked	38.9	8074	3043

[stiffers]

Upstream bonded channels

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

1	39400000	42.5	5120	64 qam	2
2	25800000	41	5120	64 qam	4
3	32600000	41.5	5120	64 qam	3
4	46200000	42.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	7	0
4	ATDMA	0	0	0	0

[stiffers]

Network Log

Time Priority Description

15/10/2021 15:23:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 03:28:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 10:42:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:28:24	notice	DHCP 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 08:28:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 08:28:22	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 16:43:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 10:11:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 20:52:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 14:00:24	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 12:32:14	notice	DHCP 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 12:32:14	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 11:10:13	notice	DHCP 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 11:10:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:43	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:42	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2021 10:51:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

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.

[stiffers]

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

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.

[jbrennand]

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.

[stiffers]

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.

[Serena_C]

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

[stiffers]

I have replied thank you

[Serena_C]

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