Packet Loss

[Nagasaki]

Since moving over to 1gig I have been getting packet loss on my line now and then, seems to be about once a week at the current rate.

When it does happen only a reboot of the Hub will fix it. So I am assuming its a Hub issue? I have had my power levels checked and I am told they are fine.

Here are some of the days I have had packet loss, also showing where the Hub was rebooted and the packet loss stopping after. I have got many more.

 Here are my "line stats" just in case

3.0 Downstream channels

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

26	338750000	-2.7	40.4	QAM256	26
1	138750000	-0.3	40.4	QAM256	1
2	146750000	-0.3	40.4	QAM256	2
3	154750000	-0.5	40.9	QAM256	3
4	162750000	-0.8	40.9	QAM256	4
5	170750000	-0.9	40.9	QAM256	5
6	178750000	-1.1	40.4	QAM256	6
7	186750000	-1.2	40.9	QAM256	7
8	194750000	-0.9	40.9	QAM256	8
9	202750000	-0.9	40.9	QAM256	9
10	210750000	-1	40.9	QAM256	10
11	218750000	-0.8	40.4	QAM256	11
12	226750000	-1.3	40.9	QAM256	12
13	234750000	-1.1	40.9	QAM256	13
14	242750000	-1	40.4	QAM256	14
15	250750000	-1.1	40.4	QAM256	15
16	258750000	-0.7	40.4	QAM256	16
17	266750000	-1.4	40.9	QAM256	17
18	274750000	-1.7	40.9	QAM256	18
19	282750000	-1.5	40.4	QAM256	19
20	290750000	-1.7	40.9	QAM256	20
21	298750000	-1.5	40.4	QAM256	21
22	306750000	-1.1	40.9	QAM256	22
23	314750000	-1.6	40.4	QAM256	23
24	322750000	-2.6	40.4	QAM256	24
25	330750000	-2.9	40.4	QAM256	25
27	346750000	-2.6	40.9	QAM256	27
28	354750000	-2.6	40.4	QAM256	28
29	362750000	-2.3	40.4	QAM256	29
30	370750000	-1.8	40.4	QAM256	30
31	378750000	-1.6	40.4	QAM256	31

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

26	Locked	40.366287	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.946209	0	0
5	Locked	40.946209	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.946209	0	0
9	Locked	40.946209	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM4096

424

 

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

44

-1.1

3622447893

0

[Andrew-G]

Power levels and reported data looks OK, but the erratic packet loss makes me suspect there's noise ingress at certain frequencies.  When the hub is rebooted it picks a new set of frequencies for the channels it uses, and will tend to pick "clean" ones.  Over time the hub will switch frequencies in response to the CMTS managing the traffic from all the other VM hubs, and I suspect it is landing on one that has a noise ingress problem from a particular source (this can be emergency services radio, ham radio, DAB or DTTV broadcast, aviation radio systems etc).  If that were the case then we should see post-RS (uncorrected) error counts against the problem frequency.  However, due to faulty firmware the Hub 4 often doesn't display the error counts (see how your is all zeroes?  Singularly improbable that there would be not even a single pre-RS error), although a hub restart will not only choose new frequencies, it clears the error counters.

Check that all coax connections are properly fitted and any securing nuts are finger tight, that's the limit of what you can do.  If that doesn't resolve it then it needs a technician to investigate, but be aware that intermittent faults can be a devil to find and fix, so you may need to be persistent.  You can wait on the forum staff to take a look and advise, or you can try phoning it in, but bearing in mind VM's well deserved reputation for their telephone support.

[David_Bn]

Good Morning @Nagasaki, thanks for your post on our Community Forums, and I'm sorry to hear you've been experiencing packet loss on your connection.

I've looked into the local area for any faults you may be experiencing and it appears to be all clear currently.

Can you provide us with any updates on the status of the connection?

The hub does currently appear to be online

Kindest regards,

David_Bn

[Nagasaki]

Hi,

Things have been fine since the 16th When I rebooted the hub. If things go as they have, I expect the packet loss to kick in again in the next 2-3 weeks or less.

Its intermittent but wont go away until a reboot.

[Molly_T]

Thank you for getting back to us @Nagasaki. Glad to hear the packet loss has been okay since the reboot. 

I have checked your connection and equipment, and all levels are fine. I can only see 3 disconnections from the last month, the most recent being the 16th when you completed the reboot. We do recommend regular reboots as it allows your hub to clear any issues it may build up through hours/days of continual use, and reset any settings that may also be responsible for any issues. Your speeds are looking great on both upload and download, really consistent over the last month; averaging at about 1136 download and 51.48 upload. 

If you do have any further issues please do get back to us so we can look into it again for you! 

All the best, Molly.