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Packet loss, high ping WV4 Area

Evening,

I've been trying to get through to VM all evening with no luck, it's infuriating me as there seems to be an issue in my local area, random packet loss and high pings >3000ms are occuring randomly, not consistent, sometimes it's fine for 20-30 miniutes then suddenly it drops out.

 

I thought it was an issue with the router but after a lot of messing about with tracert, pinging and speedtests (in between cutting out a switch and resetting the hub) I thought i'd ask a friend that lives in the next street, they are also having the same issue.

We are trying to report this to VM as the service status page keeps saying it's fine when it clearly is not, but they have now closed for the evening, leaving us all with a crappy connection trying to run the local power grid (WFH).

I don't really want to have to get a second connection just for reliability, but I've had to have 3 callouts in the past 11 months because of various issues with VM and i'm starting to get to the end of my tether with it. All good and well having 500Mb internet but it's useless if it's as stable as a 3 legged donkey.

 

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Alessandro Volta
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Re: Packet loss, high ping WV4 Area

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Packet loss, high ping WV4 Area

Afternoon,

As previously mentioned the service status page displays no issues in my area and a friend on VM in the next road to me is having the same problems.

Here's a BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e31fe77bdab5224a5fe20b5a24682fd28c...

As requested here's the downstream:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 259000000 4.8 40 256 qam 16
2 139000000 6.9 40 256 qam 1
3 147000000 6.5 40 256 qam 2
4 155000000 6.5 40 256 qam 3
5 163000000 6.5 40 256 qam 4
6 171000000 6.6 40 256 qam 5
7 179000000 6.5 40 256 qam 6
8 187000000 6.4 40 256 qam 7
9 195000000 6.3 40 256 qam 8
10 203000000 6 40 256 qam 9
11 211000000 5.9 40 256 qam 10
12 219000000 5.8 40 256 qam 11
13 227000000 5.8 40 256 qam 12
14 235000000 5.5 40 256 qam 13
15 243000000 5.5 40 256 qam 14
16 251000000 4.9 40 256 qam 15
17 267000000 4.5 40 256 qam 17
18 275000000 4.9 40 256 qam 18
19 283000000 5.4 40 256 qam 19
20 291000000 5.6 40 256 qam 20
21 299000000 6 40 256 qam 21
22 307000000 6.5 40 256 qam 22
23 315000000 6.5 40 256 qam 23
24 323000000 5.9 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 216158 22774
2 Locked 40.9 569425 52687
3 Locked 40.3 559918 50563
4 Locked 40.9 547621 49550
5 Locked 40.3 536468 46670
6 Locked 40.3 519911 43778
7 Locked 40.3 503480 42189
8 Locked 40.3 490258 40589
9 Locked 40.9 471837 40506
10 Locked 40.9 457606 39522
11 Locked 40.9 450658 38113
12 Locked 40.9 435873 35579
13 Locked 40.9 419215 35393
14 Locked 40.9 404925 34427
15 Locked 40.3 388995 33296
16 Locked 40.3 383129 31935
17 Locked 40.3 354965 30447
18 Locked 40.3 335758 29149
19 Locked 40.3 309833 28421
20 Locked 40.3 286254 27619
21 Locked 40.3 271018 26938
22 Locked 40.9 259578 26426
23 Locked 40.9 250152 25641
24 Locked 40.3 241784 25358

Upstream:

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400019 44.8 5120 64 qam 4
2 46200083 44.8 5120 64 qam 3
3 53700048 44.8 5120 64 qam 2
4 60300014 44.8 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

Configuration:

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
k;fg87dsfd;kfoA,.iyewrkldJKDHSUBsg


Primary Downstream Service Flow
SFID 404
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 403
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Log:

Network Log
Time Priority Description
05/11/2020 19:56:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:56:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:55:46 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:55:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:48:52 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:48:52 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:41:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:41:55 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:41:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:41:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:17:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 19:17:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:58:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:58:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:30:59 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:30:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:18:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:18:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:07:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 18:07:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Packet loss, high ping WV4 Area

Your Hub stats look OK.

Your Network Log is reporting a lot of WAN issues.

Your BQM is showing (to me) a utilisation problem.

Phone in to report the problems you are having (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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