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ejbh23
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Regular Packet Loss

For a few weeks now, I've been experiencing regular packet loss, at the worst case up to 12 times a day. These dropouts can last up to 10's of seconds at a time. There have been a few days in succession without any issues however. I had an engineer out this week, who said when assessing my Hub 3, that the Downstream power was slightly high, around 12dBmV. As a result, he simply added a 6dB attenuator, and sure enough the power reduced by half, with the Upstream power increasing slightly to compensate at around 42dBmV. 

That unfortunately hasn't solved the issue, and today the connection has been horrendous; the worst yet. The Down/Up power levels have shifted slightly since the engineer visited.

I have been running the Hub 3 in Modem mode, connected to an Asus RT-AX86U. Earlier today, I factory reset the Hub 3 to see if that helped. It did not. Next I put the Hub 3 back into Router mode, and ran solely off of that. That made the packet loss worse if anything.

I have two BQM's that overlap in time, as when I switched from Modem Mode to Router Mode on the Hub 3 my IP address changed. 

Hub 3 in Modem Mode until ~7pm. Factory reset was at ~4pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a2cc715665503df8236464b6ac9f95b5c9550537-22-08-2021

Hub 3 in Router mode from ~7pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0063e483cccef29dc85b7f43924b567e7a612131-22-08-2021

 

Downstream bonded channels

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

14190000004.136256 qam32
2203000000533256 qam9
32110000004.633256 qam10
4219000000534256 qam11
5227000000534256 qam12
6235000000534256 qam13
72430000005.134256 qam14
82510000005.134256 qam15
92590000005.134256 qam16
102670000005.134256 qam17
112750000005.134256 qam18
122830000005.134256 qam19
132910000005.434256 qam20
142990000005.835256 qam21
153070000005.535256 qam22
163150000005.535256 qam23
173230000005.135256 qam24
183630000004.937256 qam25
193710000004.636256 qam26
203790000004.536256 qam27
213870000004.136256 qam28
223950000004.436256 qam29
234030000004.536256 qam30
244110000004.536256 qam31



Downstream bonded channels

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

1Locked36.3328221700
2Locked33.81895220578
3Locked33.81594721008
4Locked34.4970521578
5Locked34.4674821400
6Locked34.4581521572
7Locked34.4553119993
8Locked34.9525320769
9Locked34.9527519419
10Locked34.9532019337
11Locked34.9575119524
12Locked34.9550318914
13Locked34.9493219485
14Locked35472019026
15Locked35.5413719363
16Locked35.5378320032
17Locked35.5380220916
18Locked37.3443717530
19Locked36.6540613932
20Locked36.3568612703
21Locked36.3508115588
22Locked36.6431317099
23Locked36.3380718267
24Locked36.3348719852

 

Upstream bonded channels

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

16030000044512064 qam1
25370000044512064 qam2
34620000043.3512064 qam3
43940000042.5512064 qam4

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Any ideas or insight into what might be going on would be much appreciated.

Ellis.

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legacy1
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Re: Regular Packet Loss

Likely to be a downstream problem in drop of packets.

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Steven_L
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Re: Regular Packet Loss

Hey @ejbh23,

 

Welcome to the community and thanks for taking the time to post your issue here on our forums.

 

I have been able to locate your account and can see that you have had an engineer visit recently, have your issues now been resolved since the visit?

 

Regards,

Steven_L 

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ejbh23
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Re: Regular Packet Loss

Hi Steven,

As of writing, the issue is still currently unresolved, with the connection being extremely intermittent. 

Today's BQM Graph:

e2d20b0bb8bbe538752ebd6817baf0a034520af1-24-08-2021

 

However, a second engineer has visited me today, at around 4PM, and has confirmed the issue is originating from the Virgin Media network. He has been in contact with the Network team, and the working theory is that there is a faulty amplifier in the downstream link in the local area. An engineer from the Network team will be inspecting the hardware tomorrow (Wednesday 25th), so I have been told. 

 

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Zoie_P
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Re: Regular Packet Loss

Hi Ejbh23,

Thanks for your update, I have checked your account and it looks like it has been reported and they are currently working on resolving the fix date is: 03 SEP 2021 14:30.

Zoie

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ejbh23
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Re: Regular Packet Loss

Hi Zoe,

As of Wednesday the 25th, everything appears to have resolved and is functioning correctly. 

From looking at my BQM, there were connection disconnects associated with the engineers working on the network. 

I assume that it indeed was a faulty amplifier causing the issue I was experiencing

I consider this issue to be resolved. 

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