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Persistent packet loss for a month now

I've been getting persistent packet loss for pretty much all of October now.

I think I've been patient in waiting to see if it resolves itself but alas not.

Last night my IP address changed and I was hopeful this was a sign of a fix but alas it appears not.

Here's a typical day from my Thinkbroadband quality monitor.

Screenshot 2020-10-27 081230.png

I'm on the 350/35 service in the Birmingham B28 area.

Please advise,

Toby.

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Message 2 of 17
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Re: Persistent packet loss for a month now

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 …

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 and Network Log tabs onto here, if you get a yellow 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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Message 3 of 17
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Re: Persistent packet loss for a month now

Thanks.  No service issues and all my connections are fine.

Logs:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 363000000 -9 37 256 qam 25
2 203000000 -4 38 256 qam 9
3 211000000 -4.4 38 256 qam 10
4 219000000 -4.7 38 256 qam 11
5 227000000 -5.2 38 256 qam 12
6 235000000 -5.7 38 256 qam 13
7 243000000 -6.2 38 256 qam 14
8 251000000 -6 38 256 qam 15
9 259000000 -5.9 38 256 qam 16
10 267000000 -5.7 38 256 qam 17
11 275000000 -6 38 256 qam 18
12 283000000 -6.2 38 256 qam 19
13 291000000 -6.5 38 256 qam 20
14 299000000 -6.5 38 256 qam 21
15 307000000 -7.2 38 256 qam 22
16 315000000 -7.5 38 256 qam 23
17 323000000 -7.5 38 256 qam 24
18 371000000 -10 37 256 qam 26
19 379000000 -10.7 36 256 qam 27
20 387000000 -10.7 36 256 qam 28
21 395000000 -10.4 36 256 qam 29
22 403000000 -10.5 36 256 qam 30
23 411000000 -10.7 36 256 qam 31
24 419000000 -10.9 37 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 150 0
2 Locked 38.9 436 1
3 Locked 38.9 187 0
4 Locked 38.6 85 0
5 Locked 38.6 110 0
6 Locked 38.6 51 0
7 Locked 38.6 27 0
8 Locked 38.6 21 0
9 Locked 38.9 23 0
10 Locked 38.9 61 0
11 Locked 38.9 82 0
12 Locked 38.6 45 0
13 Locked 38.9 23 0
14 Locked 38.9 11 0
15 Locked 38.6 26 0
16 Locked 38.6 21 0
17 Locked 38.9 85 0
18 Locked 37.6 98 0
19 Locked 36.6 51 0
20 Locked 36.6 72 0
21 Locked 36.3 49 0
22 Locked 36.6 58 0
23 Locked 36.6 155 0
24 Locked 37.3 269 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.729 5120 64 qam 4
2 32600000 4.579 5120 64 qam 5
3 46200000 4.779 5120 64 qam 3
4 53700000 4.879 5120 64 qam 2

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

Network Log
Time Priority Description
27/10/2020 03:55:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 02:31:52 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 02:31:52 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 02:01:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 01:59:9 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;
27/10/2020 01:57:58 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 01:57:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 20:31:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 17:23:1 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 17:23:1 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 12:06:51 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/10/2020 07:25:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 20:18:33 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 11:28:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:02:26 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 15:02:26 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 09:07:23 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 17:45:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 19:25:53 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 19:25:53 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 4 of 17
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Helpful Answer

Re: Persistent packet loss for a month now

Most of your downstream voltages are too low they should be between -6 to +10 dBmv

you need a visit from an engineer to put them right.

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Message 5 of 17
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Re: Persistent packet loss for a month now

Thanks, how should I go about getting that sorted?

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Message 6 of 17
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Re: Persistent packet loss for a month now

You could try to run the broadband test in https://my.virginmedia.com/home/index   or freephone 150 if you have a VM phoneline

Or wait for one of the Forum Team to get around to your post

Sometimes it can take a couple of days to get to the bottom of things – especially if it needs further diagnostics from a Virgin Media Forum Team member – but you’ll get an email whenever someone replies.

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Message 7 of 17
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Re: Persistent packet loss for a month now

Hi Toby,

 

Thanks for your post on the Community Forums, many apologies for our delayed response from here and for the broadband issues you've been experiencing.

 

I've been able to find your account and book you in with an engineer visit so your signal and power levels can be looked at. Please find your allocated appointment time slot here

 

Please let us know how things go after the engineer visit and if you need anything else from us.

 

All the best,

 

Beth

 

 

 

 

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Message 8 of 17
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Re: Persistent packet loss for a month now

Thanks but where in my account do I find the details of the appointment? Unless I'm going blind I can't see it anywhere.

EDIT: Ah found the page, looks like it hasn't updated yet.

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Message 9 of 17
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Re: Persistent packet loss for a month now

Hi Vertigo,

 

It can sometimes take a few hours before it updates, but If you're still unable to see the appointment soon just give me a shout and I can send you over a PM confirming the time slot, just because it cannot be confirmed publicly 🙂

 

Beth

 

Beth

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Message 10 of 17
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Re: Persistent packet loss for a month now

Thanks, it's ok I've received a text confirmation now.

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