Packet loss issue - ongoing for months [started Jan 2023 under fault no F010403749]

[skyuser]

Hey,

Hoping someone from  Virgin media can look into my issue please?

I have had difficulties with packet loss for going on a few months. Started back in  Jan 2023 under fault no F010403749 and went away for a while..but has returned and does not appear to be solved/solvable.

The automated 0800 faults line has said the same 'area issue, some faults take longer etc etc'

The BQM graph is a real mess, the solid red parts are power off/restarts after I've checked/rechecked and tightened all connections.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1401b4501efff9e57c01c7ce2c5b38a5551d1ded

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/1401b4501efff9e57c01c7ce2c5b38a5551d1ded]My Broadband Ping[/url]

 Is there an ETA for for the fix? Can an engineer check locally? Whilst this affects streaming, gaming, web pages  etc as it's not TLOS so likely no compensation for months of issues.

However, I would like this resolved, thanks

[skyuser]

Standard specification compliant

:

DOCSIS 3.1

Hardware version

:

1.2

Software version

:

LG-RDK_6.9.22-2302.6

[skyuser]

Unfortunately, it appears the  issue has reoccured again.

Continous packet loss and can see spec issues per modem, QAM have gone to 32 [from 64]

Hopefully, you'll be able to check from your end and see whats happening and hopefully, be able to resolve

stats if needed

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	186000000	Locked
Ranged Upstream Channel(Hz)	60300000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	186000000	2.5	40	QAM 256	7
2	138000000	2.2	41	QAM 256	1
3	146000000	2.1	41	QAM 256	2
4	154000000	2.2	41	QAM 256	3
5	162000000	2.2	41	QAM 256	4
6	170000000	2.4	41	QAM 256	5
7	178000000	2.4	40	QAM 256	6
8	194000000	2.8	40	QAM 256	8
9	202000000	2.8	41	QAM 256	9
10	210000000	2.9	41	QAM 256	10
11	218000000	2.9	41	QAM 256	11
12	226000000	2.8	41	QAM 256	12
13	234000000	2.7	41	QAM 256	13
14	242000000	2.6	41	QAM 256	14
15	250000000	2.4	40	QAM 256	15
16	258000000	2.1	40	QAM 256	16
17	266000000	1.9	40	QAM 256	17
18	274000000	1.8	40	QAM 256	18
19	282000000	1.8	40	QAM 256	19
20	290000000	1.8	40	QAM 256	20
21	298000000	1.8	40	QAM 256	21
22	306000000	1.8	40	QAM 256	22
23	314000000	1.8	40	QAM 256	23
24	322000000	1.8	40	QAM 256	24
25	330000000	1.7	40	QAM 256	25
26	338000000	1.9	40	QAM 256	26
27	346000000	1.9	40	QAM 256	27
28	354000000	1.9	40	QAM 256	28
29	362000000	2.1	40	QAM 256	29
30	370000000	2.1	40	QAM 256	30
31	378000000	2.2	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	0	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	1	0
6	Locked	41	0	0
7	Locked	40	1	0
8	Locked	40	2	0
9	Locked	41	1	0
10	Locked	41	5	0
11	Locked	41	1	0
12	Locked	41	1	0
13	Locked	41	4	0
14	Locked	41	6	0
15	Locked	40	4	0
16	Locked	40	11	0
17	Locked	40	12	0
18	Locked	40	13	0
19	Locked	40	19	0
20	Locked	40	24	0
21	Locked	40	29	0
22	Locked	40	28	0
23	Locked	40	36	0
24	Locked	40	40	0
25	Locked	40	62	0
26	Locked	40	56	0
27	Locked	40	81	0
28	Locked	40	80	0
29	Locked	40	82	0
30	Locked	40	120	0
31	Locked	40	145	0

Upstream bonded channels

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

0	60300000	37.8	5120	QAM 32	1
1	53700000	37.8	5120	QAM 32	2
2	46200000	37.8	5120	QAM 32	3
3	39400000	37.8	5120	QAM 32	4
4	32600000	37.8	5120	QAM 32	5
5	23600000	38.3	5120	QAM 32	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

[skyuser]

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

iyewrkldJKDHSUBsgvca69834ncxv

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

578

1200000450 bps

42600bytes

0 bps

5522

128000 bps

4000bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

577

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

5521

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

[Beth_G]

Hi Skyuser,

Thanks for posting - sorry to hear you're having some more trouble with your connection.

To be honest, your broadband quality monitor looks pretty fine. There's obviously a bit of latency between around 11am - 6pm, but from then on it looks perfect. It looks like there was just a small period of instability. All of your power levels are completely normal too from our end, and no disconnections logged.

How have you gotten on since Saturday?

[skyuser]

Hey Beth_G

Yes, it's been ok, weird as it was bad Thursday/Friday but the packet loss has disappeared since.

will keep an eye on it.

cheers

[skyuser]

And it appears the Packet loss issue is back again. Can you check if there is any work/fix going on i the area please?

thanks

[Daniel_Et]

Hi @skyuser, thank you for the update.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[skyuser]

Sorry to trouble you again, the packet loss has reappeared and I also have some router reboots - one was a firmware update the most recent one says '

10-10-2023 02:43:25

critical

Cable Modem Reboot because of - unknown'

just want to try and resolve this before it completely messes up like last time

hopefully, you will catch something and see the cause? (hopefully)

no changes at home - nothing changed with any equipment since the last visit- cables havent been touched etc

latest chart live is in the main thread

thanks

10-10-2023 14:57:03	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:55:19	warning	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;
10-10-2023 02:55:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:44:15	notice	REGISTRATION COMPLETE - Waiting for Operational status
10-10-2023 02:44:09	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:44:03	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:43:59	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:43:57	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:43:55	notice	Honoring MDD; IP provisioning mode = IPv4
10-10-2023 02:43:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:43:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-10-2023 02:43:25	critical	Cable Modem Reboot because of - unknown
09-10-2023 14:37:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-10-2023 01:10:23	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-10-2023 00:58:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-10-2023 00:58:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-10-2023 00:58:43	critical	Cable Modem Reboot because of - Software_Upgrade
08-10-2023 14:14:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-10-2023 02:48:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-10-2023 02:37:08	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-10-2023 02:37:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2023 02:19:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2023 02:07:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-10-2023 02:07:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 02:50:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 02:38:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-10-2023 02:38:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-09-2023 15:46:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-09-2023 15:34:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-09-2023 15:34:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-09-2023 14:33:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-09-2023 14:21:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Beth_G]

Hi skyuser,

Thank you for posting your logs - sorry to hear you've been experiencing the same issue.

I've had a look and all your signal levels look fine, but I've been unable to check the data in Samknows - are you in modem mode by chance?

Do you have another BQM set up at all?

Let us know

[skyuser]

Hey,

yes, its in modem mode

the TBB BQM is linked a few posts higher up

Unsure, whats going on, speeds seemed to have tailed away, packet loss has returned as can be seen in the BQM above. Two maybe three engineer visits, 2 hub 5's I think so far...  still the issues persist - at this rate just counting down the days till the contract is over and I can leave, thankfully have community fibre here now and reports from ppl on my road are good, just one issue in 12 months.

Whats the next step here? I need a reliable service. Can someone who has seen similar issues advise what all these T3, T4 timeouts mean please? Also - power levels were lower after the last eng visit but appear to be higher again, do they cause these issues? are they supposed to fluctuate? Staff say everything is fine, but wired connections on voip, gaming - packet loss etc its affecting everthing and the issue does not go away 😞

router reports

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	56	1

3.0 Downstream channels

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

1	Locked	40	33	0
2	Locked	41	4	0
3	Locked	41	8	0
4	Locked	41	6	0
5	Locked	41	21	0
6	Locked	41	16	0
7	Locked	40	38	0
8	Locked	40	63	0
9	Locked	41	65	0
10	Locked	41	70	0
11	Locked	41	103	0
12	Locked	41	152	0
13	Locked	40	202	0
14	Locked	40	226	0
15	Locked	40	255	0
16	Locked	40	394	0
17	Locked	40	548	0
18	Locked	40	504	0
19	Locked	40	608	0
20	Locked	40	777	0
21	Locked	40	867	0
22	Locked	40	1152	0
23	Locked	40	1080	0
24	Locked	40	1298	0
25	Locked	40	1863	0
26	Locked	40	2288	0
27	Locked	40	2455	0
28	Locked	40	2713	0
29	Locked	40	3360	0
30	Locked	40	3957	0
31	Locked	40	4109	0