Virgin Media Community

[ploo]

I've been having issues with packet loss. It started 3 days ago with a tiny amount and every day it's slowly and steadily been getting worse with it spiking around 20% today. There are no large downloads nor tons of streaming going on; and rebooting the SH4 doesn't seem to help. I'm on the 1G service.

Any ideas? The connection has been ok prior to this. I have BQMs graphs that show this; e.g. this is todays -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/63ccf8e4fdf25046e7db6140952506b43616dff7-10-06-2021

[chaoshusky]

That looks like potential oversubscribing in your area.. The loss seems to mostly be occuring at what would be considered "peak time" and the latency spikes could also be due to this. or again oversubscription..

What were you doing with your connection over the time period specified? Were you connected to any online/gaming services, VPNs, etc? Do you have anything like this running in the background that you're unaware of, or anyone at home using things like Steam, Epic, Netflix and so on?

Personally i'm on M500, even though i can apparently get up to 654, but we don't have Gigabit in this area probably for this reason. I don't mean to deflect blame from VM, but if everyone including them are having to run on Open Reach fiber, no wonder its so difficult to get them to do anything (BT Open Reach won the monopoly on fiber supply for the UK) but i hoped Virgin had their own system! Seems they'll have to be renting or buying it from them.

Kind regards,

Lee

[ploo]

Thanks for the insights, but we've been doing nothing out of the ordinary on our connection; the same as most days but we normally don't see this packet loss. Also, it's persistent through the night, when the connection is obviously less busy.

What's strange is that it builds over time. Three days ago it was barely registering, then it became 1%, 2% 3% 5% etc.. over the days. If it were due to oversubscription I wouldn't expect the packet loss to fit this profile.

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[ploo]

I'll have to do it as series of posts as I'm hitting the 20k character limit

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[ploo]

3.0 Downstream channels

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

25	331000000	7.000000	37.636276	QAM256	25
10	211000000	7.300003	38.983261	QAM256	10
11	219000000	7.500000	38.605377	QAM256	11
12	227000000	7.500000	38.983261	QAM256	12
13	235000000	6.800003	38.983261	QAM256	13
14	243000000	5.599998	38.983261	QAM256	14
15	251000000	6.199997	38.605377	QAM256	15
16	259000000	6.400002	38.983261	QAM256	16
17	267000000	6.599998	38.605377	QAM256	17
18	275000000	6.500000	38.983261	QAM256	18
19	283000000	6.199997	38.605377	QAM256	19
20	291000000	6.099998	38.983261	QAM256	20
21	299000000	6.199997	38.605377	QAM256	21
22	307000000	6.900002	38.605377	QAM256	22
23	315000000	7.099998	38.605377	QAM256	23
24	323000000	7.000000	38.605377	QAM256	24
26	339000000	7.400002	37.636276	QAM256	26
27	347000000	7.500000	37.636276	QAM256	27
28	355000000	7.400002	37.636276	QAM256	28
29	363000000	7.800003	37.636276	QAM256	29
30	371000000	7.800003	37.636276	QAM256	30
31	379000000	7.500000	38.983261	QAM256	31
32	387000000	7.300003	38.605377	QAM256	32
33	395000000	7.199997	38.605377	QAM256	33
34	403000000	7.300003	38.605377	QAM256	34
35	411000000	7.000000	38.605377	QAM256	35
36	419000000	6.300003	38.605377	QAM256	36
37	427000000	6.599998	38.983261	QAM256	37
38	435000000	6.300003	38.605377	QAM256	38
39	443000000	5.900002	38.605377	QAM256	39
40	451000000	4.900002	38.605377	QAM256	40

3.0 Downstream channels

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

25	Locked	37.636276	0	0
10	Locked	38.983261	0	0
11	Locked	38.605377	8	0
12	Locked	38.983261	29	0
13	Locked	38.983261	1	0
14	Locked	38.983261	2	0
15	Locked	38.605377	1	0
16	Locked	38.983261	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	1	0
24	Locked	38.605377	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.636276	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.605377	0	0
34	Locked	38.605377	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0
37	Locked	38.983261	0	0
38	Locked	38.605377	0	0
39	Locked	38.605377	0	0
40	Locked	38.605377	0	0

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

40

6.5

12808938

0

[ploo]

3.0 Upstream channels

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

1	25800000	45.520599	5120 KSym/sec	32QAM	6
2	32600000	45.770599	5120 KSym/sec	64QAM	5
3	39400000	46.020599	5120 KSym/sec	64QAM	4
4	46200000	46.520599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	40	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	0	0

[ploo]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	<removed for post>

Primary Downstream Service Flow

SFID	12327
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	12326
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[ploo]

Network Log

Time Priority Description

Mon Jun 7 05:06:27 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 7 13:00:09 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 10:55:35 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 11:10:29 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 11:11:33 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 11:16:31 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 12:36:45 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 12:43:09 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 13:24:40 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 13:51:34 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 13:52:39 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 14:52:43 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 15:39:07 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 15:44:59 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 19:02:48 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 19:17:56 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 19:21:08 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 19:21:08 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 19:24:03 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 20:54:37 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 21:35:37 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 22:53:06 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 23:22:05 2021	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=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 8 23:33:02 2021	3	No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[lotharmat]

One of your upstream channels is out of spec 32 QAM as opposed to 64

This looks like it is resulting in T3 timeouts.
I'd say you need an Engineer to fix it! - VM Staff should be along shortly!