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Packet Loss

Rwilliams100
On our wavelength

Please can someone take a look to see what might be happening with my connection?

I have just restarted the router before capturing these screenshots

Rwilliams100_0-1667680754852.png

Downstream bonded channels

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

12587500003.538256 qam16
22507500003.238256 qam15
32667500003.738256 qam17
4274750000338256 qam18
52827500003.238256 qam19
62907500003.738256 qam20
72987500005.138256 qam21
83067500005.938256 qam22
93147500006.540256 qam23
103227500006.440256 qam24
113307500006.538256 qam25
123387500005.938256 qam26
133467500005.840256 qam27
143547500005.340256 qam28
153627500005.638256 qam29
163707500005.538256 qam30
173787500005.538256 qam31
183867500004.838256 qam32
193947500004.640256 qam33
204027500004.338256 qam34
21410750000440256 qam35
224187500003.740256 qam36
235227500004.340256 qam37
245307500004.640256 qam38



Downstream bonded channels

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

1Locked38.650
2Locked38.960
3Locked38.940
4Locked38.900
5Locked38.650
6Locked38.600
7Locked38.950
8Locked38.650
9Locked40.360
10Locked40.300
11Locked38.940
12Locked38.900
13Locked40.350
14Locked40.300
15Locked40.350
16Locked38.900
17Locked38.950
18Locked38.960
19Locked40.350
20Locked38.940
21Locked40.300
22Locked40.3140
23Locked40.300
24Locked40.300

 

Upstream bonded channels

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

13010000042.8512064 qam4
24310000042.8512064 qam2
32360000042.8512016 qam5
43660000042.8512032 qam3
54960000043.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
9 REPLIES 9

jbrennand
Very Insightful Person
Very Insightful Person
Your upstream qams are dropping from 64 on some channels - thats never good.. Try a pinhole reset as below and see of they go back to 64.

Are you in normal router mode - or modem mode with your own router?

What devices are connected to the Hub on ethernet cables ?
______________________________________________________

Do a Hub “pinhole reset” - first 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 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker.

See if that sorts it.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks

I have reset the router and set it back up as fresh but still no change unfortunately. 

Upstream bonded channels

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

14960000943.3512064 qam1
24310000042.8512064 qam2
32359963442.5512016 qam5
43010000042.5512064 qam4
53660000042.8512064 qam3

 

Rwilliams100_0-1667757599995.png

 

Can anyone from VM update me on this please as this issue is still occuring. 

Rwilliams100_0-1668176115404.png

 

Upstream bonded channels

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

14959998043.8512064 qam1
24310013043.3512064 qam2
32359998343512016 qam5
43009988843512064 qam4
53659996943.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA00350
4ATDMA0000
5ATDMA0000

 

Network Log

Time Priority Description

10/11/2022 14:38:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2022 10:37:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2022 08:36:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2022 07:19:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:54:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:29:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:29:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:25:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:14:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:13:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2022 16:10:26criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2022 20:01:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2022 15:30:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2022 14:39:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2022 13:54:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person
I have asked them to comment here

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi Rwilliams100,

Thank you for your post. I'm very sorry to hear about the issue with your broadband. 

I have taken a look on our side and I can see we have a fault reported in your area. 

It is an SNR issue. The fault reference is: F010214868. 

The estimated fix date is set for today. So hopefully this will be resolved by the end of the day.

^Martin

Is there any update on this as it doesnt look like the issue is resolved. 

I have just rebooted before this snapshot. As you can see from BQM its started giving me packet loss. Even after it was "Fixed" i was still getting the odd spike every hour or so and qam was showing 32 but as you can see below, it has dropped to 16 again.  

Upstream bonded channels

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

14960000043.8512064 qam1
22360000043512016 qam5
34310000043512064 qam2
43010000042.8512064 qam4
53660000043512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

Rwilliams100_0-1668441904821.png

 

Thanks for your post on our Community Forums @Rwilliams100, and welcome back to our Forums.

I'm sorry to see that the issue has been ongoing for some time, and looking into your local area an outage was raised on 25/10/22 at 18:59, and is estimated to be resolved on 21/11/22 at 13:00.

I do sincerely hope that our team is able to have this resolved as soon as possible for you and all effected users.

Kindest regards,

David_Bn

Any update please? This issue is still on going. 

Rwilliams100_0-1669623106415.png

Upstream bonded channels

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

14959993143512064 qam1
24309998542.5512064 qam2
32359993842.5512016 qam5
43659988842.5512064 qam3
53009998542.5512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA001130
4ATDMA0020
5ATDMA0040

Hi @Rwilliams100

 

Thanks for posting on our community forum and sorry to hear about your broadband issue.

 

An outage is currently logged in the area due to noise being discovered on the network which is causing your packet loss, the current ETA for a fix is 05 DEC 2022 09:00 - the team are working hard to have this resolved as soon as possible. 

 

Regards

Travis_M
Forum Team

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