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Packet loss & intermittent slow speed

I appear to be experiencing some packet loss, high latency and intermittent slow speed. Here's my BQM for today.

My Broadband Ping - VM Home

And a particularly bad one from a couple of days ago.

My Broadband Ping - VM Home

Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 451000000 -1.5 38 256 qam 40
2 267000000 -1.2 38 256 qam 17
3 275000000 -1.2 38 256 qam 18
4 283000000 -1.2 38 256 qam 19
5 291000000 -1.5 38 256 qam 20
6 299000000 -1.2 38 256 qam 21
7 307000000 -1.2 38 256 qam 22
8 315000000 -0.9 38 256 qam 23
9 323000000 -0.7 38 256 qam 24
10 331000000 -0.9 38 256 qam 25
11 339000000 -0.9 38 256 qam 26
12 347000000 -0.7 38 256 qam 27
13 355000000 -0.5 38 256 qam 28
14 363000000 -0.4 38 256 qam 29
15 371000000 -0.2 38 256 qam 30
16 379000000 -0.2 38 256 qam 31
17 387000000 -0.2 38 256 qam 32
18 395000000 -0.2 38 256 qam 33
19 403000000 -0.4 38 256 qam 34
20 411000000 -0.9 38 256 qam 35
21 419000000 -1.5 38 256 qam 36
22 427000000 -1.5 38 256 qam 37
23 435000000 -1.5 38 256 qam 38
24 443000000 -1.4 38 256 qam 39


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 1164 0
2 Locked 38.6 62 0
3 Locked 38.6 61 0
4 Locked 38.6 54 0
5 Locked 38.6 63 0
6 Locked 38.6 85 0
7 Locked 38.6 81 0
8 Locked 38.9 91 0
9 Locked 38.6 93 0
10 Locked 38.9 135 0
11 Locked 38.6 166 0
12 Locked 38.9 215 0
13 Locked 38.6 198 0
14 Locked 38.9 221 0
15 Locked 38.9 286 0
16 Locked 38.9 327 0
17 Locked 38.9 367 0
18 Locked 38.9 473 0
19 Locked 38.6 495 0
20 Locked 38.6 733 0
21 Locked 38.6 782 0
22 Locked 38.9 888 0
23 Locked 38.6 1068 0
24 Locked 38.9 905 0

Upstream:

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.175 5120 64 qam 4
2 46200000 4.175 5120 64 qam 3
3 53700000 4.175 5120 64 qam 2
4 60300000 4.175 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 

Can anyone provide any pointers as to the cause of the problem?

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Re: Packet loss & intermittent slow speed

The BQM is truly appalling, but there's nothing obvious in that or the posted stats to explain what's causing it.  So the BQM doesn't show a classic shape of over-subscription problems, the power levels are good, signal to noise ratio is good, upstream isn't showing obvious problems (although I have a suspicion that might be where the problem lies).  Error levels look like the hub was restarted fairly recently and are rising rather fast, but given the packet loss showing on the BQM that's to be expected.

Usual check that the cable between internal wall box and the hub is properly connected with finger tight nuts, but that's unlikely to be the cause.  You may want to measure speed (via an ethernet connected device) at different times of day, and also post you hub's network log here, but ultimately this is down to the forum staff either advising of a known area problem, or getting a technician booked.

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Re: Packet loss & intermittent slow speed

Thank you for your reply. I did indeed restart the hub as part of my fault finding process. I also checked the connections between wall plate and hub.

 I’ll wait to see what the forum staff advise, and will continue to monitor the situation in the meantime.

 

 Thanks again.

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Re: Packet loss & intermittent slow speed

I am having the same issue. A few times an hour my ping goes to over 300, packet lost goes up to about 40% and download speeds go from  385mb to less than 1mb. This lasts for upwards of 20 seconds at time.

I have reset the hub 3 to factory settings a few times. Everything is plugged in correctly and tight. 

Using ethernet not wifi.

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Re: Packet loss & intermittent slow speed

... and now it seems much, much better.

My Broadband Ping - VM Home

The maximum (yellow) latency hasn't looked that settled in ages - I've just gone back and checked (to the middle of December). And I can't even find a time where the average is that close to the minimum.

Speed check is very good, also:

https://www.speedtest.net/my-result/d/64d083de-c3e6-458a-ab52-2d321107ea85

 

So it would appear that, for now, it's fixed. Let's hope it stays that way. Any one have any idea why it would be this bad for so long, then get fixed when I raise an issue on this forum? I'm presuming that someone @ VM has spotted this post and done something, but there has been no official communication.

Also, one other quick question - does anyone know if it's possible to export the raw data from the TBB BQM?

Cheers,

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Re: Packet loss & intermittent slow speed

At a guess, the cause was an area problem or upgrade work that's now completed, and fingers crossed will stay that way.  I don't think raising it on the forum will have provoked action since the forum staff would have told you about planned work or an area fault.

I have a suspicion from the number of similar complaints in the forum that VM are doing extensive upgrade work in relation to their plans for national gigabit roll out (well, almost national, they won't upgrade an area network if they don't think the financial returns are there), and those network changes are affecting people's connections. I had a dreadful two week period in January that caused weird BQM traces, and that resolved "of its own accord". 

Even if I guess right, it doesn't follow that if we have a few weeks of disruption our areas are going to be offered gigabit connections - the disruption isn't necessarily on your local cable segment, and could be anywhere on VM's backhaul to the real internet.

 

 

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Message 7 of 13
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Re: Packet loss & intermittent slow speed

And now it's back, steadily getting worse over the last couple of days:

My Broadband Ping - VM Home

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Message 8 of 13
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Re: Packet loss & intermittent slow speed

Hi roguelj, 

 

Thanks for your post, and sorry to see the trouble you're having with your connection. 

 

I've had a look and can see you're currently affected by an SNR outage. The fix date for this is today, fault reference F007826034.

 

If you're still having issues with the connection from tomorrow please let us know and we'll take it from there 🙂

 

Alex_Rm

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Re: Packet loss & intermittent slow speed

Thank you for the update.

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Message 10 of 13
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Re: Packet loss & intermittent slow speed

Hi spoonman,

 

The SNR outage has now been reported as cleared.

 

Can you confirm if your services are working fine now? It may be worth giving your hub a reboot if you haven't recently.

 

All the best,

Beth

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