Packet loss and frequent short service dropouts

[JesusHairdo]

Hi,

I've been having frequent service dropouts at regular intervals over the past month or so and since creating a BQM I've noticed that I'm also having packet loss issues, the larger packet loss spikes correspond with the times in which I'm most likely to see my connectivity drop. I have recently upgraded to 500M but the issues I'm having preceed this upgrade.

I work from home on a vpn so this is a fairly annoying thing to have to deal with during the day. I rang the service status line and there doesn't seem to be any issues in my area at the moment. I was hoping someone could decipher the information from my hub and give me some indication whether there is an issue or not?

Thanks

Live Graph

[JesusHairdo]

3.0 Downstream channels

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

25	331000000	2.7	38.6	QAM256	25
18	275000000	3.3	39	QAM256	18
19	283000000	3.3	40.4	QAM256	19
20	291000000	3.4	39	QAM256	20
21	299000000	3.5	39	QAM256	21
22	307000000	3.1	40.4	QAM256	22
23	315000000	2.6	38.6	QAM256	23
24	323000000	2.4	38.6	QAM256	24
26	339000000	3.3	39	QAM256	26
27	347000000	3.7	40.4	QAM256	27
28	355000000	3.7	40.4	QAM256	28
29	363000000	3.6	40.4	QAM256	29
30	371000000	3.6	40.4	QAM256	30
31	379000000	3.8	39	QAM256	31
32	387000000	4.1	40.4	QAM256	32
33	395000000	4.5	40.4	QAM256	33
34	403000000	4.5	40.4	QAM256	34
35	411000000	4.2	40.4	QAM256	35
36	419000000	3.6	40.9	QAM256	36
37	427000000	3.7	40.4	QAM256	37
38	435000000	4.1	40.4	QAM256	38
39	443000000	4.6	40.4	QAM256	39
40	451000000	5.1	40.4	QAM256	40
41	459000000	5	40.4	QAM256	41
42	467000000	5.1	40.9	QAM256	42
43	475000000	5.2	40.9	QAM256	43
44	483000000	5.6	40.9	QAM256	44
45	491000000	6	40.9	QAM256	45
46	499000000	6.1	40.4	QAM256	46
47	507000000	6	40.4	QAM256	47
48	515000000	6	40.9	QAM256	48

3.0 Downstream channels

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

25	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	38.983261	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0
36	Locked	40.946209	0	0
37	Locked	40.366287	0	0
38	Locked	40.366287	0	0
39	Locked	40.366287	0	0
40	Locked	40.366287	0	0
41	Locked	40.366287	0	0
42	Locked	40.946209	0	0
43	Locked	40.946209	0	0
44	Locked	40.946209	0	0
45	Locked	40.946209	0	0
46	Locked	40.366287	0	0
47	Locked	40.366287	0	0
48	Locked	40.946209	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

159

Locked

41

2.7

962103286

0

[JesusHairdo]

Network Log

Time Priority Description

Fri 05/05/2023 12:28:31	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 12:28:31	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 09:42:06	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 09:42:06	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 09:41:42	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 09:41:42	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 09:15:07	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 06:57:40	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 04:56:22	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 02:55:25	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 02:51:51	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 01:21:09	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 01:21:09	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 01:19:43	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 05/05/2023 00:47:03	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:51:37	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:51:37	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:51:18	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:47:32	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:47:30	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:46:29	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:46:27	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:45:26	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:45:24	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:44:23	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:44:21	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:43:20	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:43:18	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:42:53	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:41:53	4	DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 21:41:50	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 20:37:15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 14:48:10	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 14:48:10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 13:04:06	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 12:44:16	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:42:21	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:41:02	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:11:47	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:11:47	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:11:23	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 11:11:22	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 10:09:45	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 09:50:40	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 01:38:00	6	US profile assignment change. US Chan ID: 14; Previous Profile: 12; New Profile: .;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 04/05/2023 01:37:42	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 03/05/2023 21:55:12	6	US profile assignment change. US Chan ID: 14; Previous Profile: ; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 03/05/2023 21:36:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 03/05/2023 11:56:06	6	US profile assignment change. US Chan ID: 14; Previous Profile: 11; New Profile: 12.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 03/05/2023 11:12:58	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Paul_DN]

Hi JesusHairdo,

Thank you for reaching out to us in our community and welcome back, it has been a while, hope you have kept well, sorry to see you have been facing drops in your connection which is effecting you from working Via VPN, I was able to locate you on our system using the details we have for you and was unable to see any issues, I was only able to check so much as you appear to be using a 3rd party Router as well as the VPN, please remove your Router and put ours in Router mode so we can run some further checks.

Regards

Paul.

[JesusHairdo]

How long would I have to keep it in router mode? I've got a number of devices which would effectively be offline because the superhub isn't up to the job in terms of signal strength

[JesusHairdo]

Ok, I've switched off my mesh devices and enabled router mode again on the hub.

[JesusHairdo]

Back in modem mode, I can't work properly with just the superhub.

[Martin_N]

Thank you for that. How has the service been since testing this?

^Martin

[Client62]

Perhaps a bit of focus on the DOCSIS 3.1 channel might be instructive, the stats show over Nine Hundred and Sixty Two Million Pre RS Errors.  But not a single Post RS Error is logged, you can not be serious !

[JesusHairdo]

Exactly the same, still seeing the packet loss spikes and getting dropouts.