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ploo
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Message 1 of 23
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Packet loss

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

 

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chaoshusky
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Message 2 of 23
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Re: Packet loss

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

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ploo
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Message 3 of 23
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Re: Packet loss

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.

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lotharmat
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Message 4 of 23
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Re: Packet loss

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).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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ploo
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Message 5 of 23
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Re: Packet loss

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
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ploo
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Message 6 of 23
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Re: Packet loss

3.0 Downstream channels

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

253310000007.00000037.636276QAM25625
102110000007.30000338.983261QAM25610
112190000007.50000038.605377QAM25611
122270000007.50000038.983261QAM25612
132350000006.80000338.983261QAM25613
142430000005.59999838.983261QAM25614
152510000006.19999738.605377QAM25615
162590000006.40000238.983261QAM25616
172670000006.59999838.605377QAM25617
182750000006.50000038.983261QAM25618
192830000006.19999738.605377QAM25619
202910000006.09999838.983261QAM25620
212990000006.19999738.605377QAM25621
223070000006.90000238.605377QAM25622
233150000007.09999838.605377QAM25623
243230000007.00000038.605377QAM25624
263390000007.40000237.636276QAM25626
273470000007.50000037.636276QAM25627
283550000007.40000237.636276QAM25628
293630000007.80000337.636276QAM25629
303710000007.80000337.636276QAM25630
313790000007.50000038.983261QAM25631
323870000007.30000338.605377QAM25632
333950000007.19999738.605377QAM25633
344030000007.30000338.605377QAM25634
354110000007.00000038.605377QAM25635
364190000006.30000338.605377QAM25636
374270000006.59999838.983261QAM25637
384350000006.30000338.605377QAM25638
394430000005.90000238.605377QAM25639
404510000004.90000238.605377QAM25640



3.0 Downstream channels

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

25Locked37.63627600
10Locked38.98326100
11Locked38.60537780
12Locked38.983261290
13Locked38.98326110
14Locked38.98326120
15Locked38.60537710
16Locked38.98326100
17Locked38.60537700
18Locked38.98326100
19Locked38.60537700
20Locked38.98326100
21Locked38.60537700
22Locked38.60537700
23Locked38.60537710
24Locked38.60537700
26Locked37.63627600
27Locked37.63627600
28Locked37.63627600
29Locked37.63627600
30Locked37.63627600
31Locked38.98326100
32Locked38.60537700
33Locked38.60537700
34Locked38.60537700
35Locked38.60537700
36Locked38.60537700
37Locked38.98326100
38Locked38.60537700
39Locked38.60537700
40Locked38.60537700



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked406.5128089380
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ploo
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Message 7 of 23
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Re: Packet loss

3.0 Upstream channels

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

12580000045.5205995120 KSym/sec32QAM6
23260000045.7705995120 KSym/sec64QAM5
33940000046.0205995120 KSym/sec64QAM4
44620000046.5205995120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA00400
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000
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ploo
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Message 8 of 23
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Re: Packet loss

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
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ploo
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Message 9 of 23
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Re: Packet loss

Network Log

Time Priority Description

Mon Jun 7 05:06:27 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20214DHCP 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 20216DHCP 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 20216CM-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 20213No 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 20216CM-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 20213No 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 20216CM-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 20213No Ranging Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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lotharmat
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Message 10 of 23
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Re: Packet loss

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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