Terrible network packet loss

[chrisr2021]

Anyone know if there are issues going on in Manchester?

Since approx 26 July 2021, my connection has been terrible to Virgin Media, but none of the systems can tell me what is going on. 

The service status page normally says:

"There are no problems in your area",

but if I then do a test on my equipment it says:

"We have detected an issue on our network which maybe affecting your broadband service."

I've setup a BQM https://www.thinkbroadband.com/broadband/monitoring/quality/share/608e152ccd6782fea058a8855a08fd1b6f...

 which is showing around 20% packet loss.

On Tuesday 3rd approx 11pm the packet loss stopped only for it to restart at approx 4pm on Wednesday 4th!

When the packet loss stops, I can get the full speed I expect to get from the connection.  The issues affect both wired and wireless connections.

Downstream bonded channels

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

1	330750000	0.2	38	256 qam	25
2	202750000	1.7	40	256 qam	9
3	210750000	1.4	40	256 qam	10
4	218750000	1.2	40	256 qam	11
5	226750000	1.2	38	256 qam	12
6	234750000	1	40	256 qam	13
7	242750000	0.7	38	256 qam	14
8	250750000	0.5	38	256 qam	15
9	258750000	0.7	38	256 qam	16
10	266750000	0.7	38	256 qam	17
11	274750000	0.7	40	256 qam	18
12	282750000	0.7	38	256 qam	19
13	290750000	0.5	38	256 qam	20
14	298750000	0.7	38	256 qam	21
15	306750000	0.7	40	256 qam	22
16	314750000	0.7	38	256 qam	23
17	322750000	0.2	38	256 qam	24
18	338750000	0.2	38	256 qam	26
19	346750000	0.4	38	256 qam	27
20	354750000	0.4	38	256 qam	28
21	362750000	0	38	256 qam	29
22	370750000	0	38	256 qam	30
23	378750000	-0.5	37	256 qam	31
24	386750000	-0.2	37	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	8	0
2	Locked	40.3	6	0
3	Locked	40.3	8	0
4	Locked	40.3	8	0
5	Locked	38.9	4	0
6	Locked	40.3	10	0
7	Locked	38.9	10	0
8	Locked	38.9	4	0
9	Locked	38.9	10	0
10	Locked	38.6	5	0
11	Locked	40.3	6	0
12	Locked	38.9	12	0
13	Locked	38.9	9	0
14	Locked	38.9	6	0
15	Locked	40.3	7	0
16	Locked	40.3	22	0
17	Locked	38.9	8	0
18	Locked	38.9	11	0
19	Locked	38.9	9	0
20	Locked	38.9	14	0
21	Locked	38.6	16	0
22	Locked	38.6	7	0
23	Locked	37.6	9	0
24	Locked	37.6	3	0

Upstream bonded channels

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

1	46200000	45.3	5120	64 qam	3
2	32600000	46.8	5120	64 qam	5
3	39400000	45.3	5120	64 qam	4
4	53700000	44.8	5120	64 qam	2
5	60300000	44.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	25	0
5	ATDMA	0	0	43	0

[jbrennand]

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

[chrisr2021]

Just tried the phone number, the Service Status number says nothing wrong in my area, so at least consistent with their Service Status page.

[jbrennand]

Is your Hub in modem mode with your own router ? Is there other equipment connected to the Hub on ethernet cables?

[chrisr2021]

The SuperHub3 is running as a router.  Its normally got a NAS drive wired in but I've disconnected that for testing.

I've got a Draytek router configured as a WiFi access point upstairs that is linked via ethernet to the one of the 4 ethernet ports on the SuperHub3 but again this has been disconnected for testing.  (Its a old, tall house with brick walls no neither router will cover the whole house with usable WiFi)

Without me changing anything, the ThinkBroadband BQM has been going all over the place.  No packet loss overnight, then started again this morning, and just cleared up again this afternoon.

[Tom_F]

Hi chrisr2021, thanks for getting in touch.

Sorry to hear about the problems you've had with your connection. I've cone through some checks from here using your forum details, there are no known issues at the moment and everything appears to be fine - power levels are within spec and there are no signs of congestion either - I do appreciate that's not been your experience though.

I also appreciate it may be a long-shot given the diagnostics you've already done, but have you tried a 60 second pinhole reset? If not please try that and get back to us with fresh hub data so we can see if errors build up from there.

Tom 

[Andrew-G]

If I could politely observe that although things might look good from VM's perspective, the hub status that @chrisr2021 posted is distinctly dodgy, in that the hub was using five upstream channels, and two of those had very high T3 timeout counts, despite a recent reboot (concluding that from the low downstream error counts).

Needs a technician visit, I'd suggest.

[legacy1]

---

@chrisr2021 wrote:

I've setup a BQM https://www.thinkbroadband.com/broadband/monitoring/quality/share/608e152ccd6782fea058a8855a08fd1b6f...

---

Your BQM is looking ok today.

[chrisr2021]

Hi,

The recent reset that I did on 3/8 was a pinhole reset.  I did end up leaving the power off on the router for over an hour before doing it but I don't think that would be an issue.

Chris

[chrisr2021]

I've been away from the computer all day Sunday so can't say how its been then.  The BQM had settled down on Saturday to no packet loss and connection was usable.

I'll have to see how it goes working from home today (Monday).

So far the T3 timeouts have gone down

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	1	0
4	ATDMA	0	0	5	0
5	ATDMA	0	0	1	0

and the Network log reports nothing since 6/8

Refresh data

Network LogTime Priority Description

06/08/2021 10:51:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 10:43:8	notice	Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:38:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:51	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:05:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;