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Packet loss - connection dropping every hour after 500Mbps upgrade (1 of 2)

charliewfleet
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Paying for 500Mbps service, and so frustrating mid conference call.  To be honest, my 4G Vodafone is more reliable... 

All cables are tightly in place.  Modem gets rebooted nightly.  Used in modem mode with a Dlink Router running dd-wrt.  An incredibly stable system until I upgraded to 500Mbps service a few months ago. 

The log for the past few hours is shown below.  You can see approximately every hour there are packet losses lasting for a few minutes each time.  It's been like this for many weeks now. 

909ebd4f61dc821249301b94d46bcbec3b32c278.png

909ebd4f61dc821249301b94d46bcbec3b32c278.png (800×350) (thinkbroadband.com)

34 REPLIES 34

charliewfleet
Tuning in
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 5 38 256 qam 9
2 211000000 4.9 38 256 qam 10
3 219000000 4.8 38 256 qam 11
4 227000000 4.5 38 256 qam 12
5 235000000 4.1 38 256 qam 13
6 243000000 4 38 256 qam 14
7 251000000 3.9 38 256 qam 15
8 259000000 3.9 38 256 qam 16
9 267000000 3.9 38 256 qam 17
10 275000000 3.9 38 256 qam 18
11 283000000 3.9 38 256 qam 19
12 291000000 4 38 256 qam 20
13 299000000 3.7 38 256 qam 21
14 307000000 3.9 38 256 qam 22
15 315000000 4 38 256 qam 23
16 323000000 3.7 38 256 qam 24
17 331000000 3.7 38 256 qam 25
18 339000000 3.9 38 256 qam 26
19 347000000 3.7 38 256 qam 27
20 355000000 3.4 38 256 qam 28
21 363000000 3.2 38 256 qam 29
22 371000000 3.5 38 256 qam 30
23 379000000 3.5 38 256 qam 31
24 387000000 3.5 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 156908 24383
2 Locked 38.6 149949 21471
3 Locked 38.9 140838 18203
4 Locked 38.6 135741 16307
5 Locked 38.9 128849 14345
6 Locked 38.6 121455 12076
7 Locked 38.6 112724 10118
8 Locked 38.6 105340 8496
9 Locked 38.6 97066 6894
10 Locked 38.9 90698 5732
11 Locked 38.6 85098 4681
12 Locked 38.6 79815 3815
13 Locked 38.6 73463 3045
14 Locked 38.9 64611 2139
15 Locked 38.6 58409 1679
16 Locked 38.6 49727 1116
17 Locked 38.6 44251 830
18 Locked 38.9 39739 559
19 Locked 38.9 36130 277
20 Locked 38.6 36269 306
21 Locked 38.9 35170 312
22 Locked 38.9 32168 250
23 Locked 38.6 32072 286
24 Locked 38.9 29235 212

charliewfleet
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Network Log
Time Priority Description
11/12/2022 15:49:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 12:10:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 08:05:18 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2022 02:34:12 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 22:11:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2022 07:44:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2022 12:18:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 13:48:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 13:32:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 13:32:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 13:32:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 13:32:49 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 11:29:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 11:13:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 11:13:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 09:36:17 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 09:36:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2022 09:34:39 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

charliewfleet
Tuning in
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm


Primary Downstream Service Flow
SFID 166836
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 166835
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

charliewfleet
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Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 43100000 39.5 5120 64 qam 2
2 49600039 39.8 5120 64 qam 1
3 23600000 38.8 5120 64 qam 5
4 36600058 39 5120 64 qam 3
5 30100242 39 5120 32 qam 4


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

jbrennand
Very Insightful Person
Very Insightful Person
Have you done a 60 second hold pinhole reset of the Hub5 since the upgrade? That has sorted similar issues for other users.

What model of D-Link router do you have and what devices are connected on ethernet cables to it?

Also an you start from a clean sheet and 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 and ethernet 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, and when it gets light, 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. Also that all the upstream qam's are at 64 (they should be). Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

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John
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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 for your quick reply John, I'll try those and post the results. I've not tried doing the full hub reset - fingers crossed that will work. 

Router is DIR-882 model running a very stable  version or dd-wrt. Connected are three small switches and two other WiFi routers. But all my work connections are via Cat6 not WiFi.

All cables are firmly in place and checked with network tester.

Cheers

Charlie

jbrennand
Very Insightful Person
Very Insightful Person
Can I throw this into the pot - it has been the issue for a number of people on here.
________________________________________________________________________

There is one other option, there have been several threads on here recently where similar BQM latency/packet loss problems were eventually pinned down to a dodgy piece of connected kit affecting the connection . Bad connectors on ethernet cables and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues (you will have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning plug in a PC/laptop and look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues.

Examples. - See message 21 in the first thread - and 13 in the second.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-Connection/td-p/5069984/page/2

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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.

Ok cheers will check. Although I have tested all cables but only with a simple network connectivity checker.

I thought the BQM pinged to the WAN side of the router? So not sure how that might be affected by various attached ethernet cables/ devices... but I'm sure it can.

The cables are new Cat6 and only about 25cm between hub and router. It has worked brilliantly up until a few weeks back.