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Upload packet loss.

Hi Everyone,

I'm experiencing a really strange issue on my VM 350 connection. I'm getting good speeds and general usability however I'm experiencing a very consistent 1%-3% packet loss on upload.

I'm talking about 1G wired ethernet exclusively here, I only use wifi for mobile devices, and don't use power line adapters.

Tests and status pages in next post, character limit reached.

Things I've tried:

  • VM Hub in Router mode.
  • Putting the VM router in modem mode and using a PCengines APU2 router - Same result.
  • Using SQM/CAKE on the APU2 - same result with and without.
  • Putting the router in modem mode and connecting directly to it from a Mac or PC - Same result.
  • Multiple router restarts (waiting differing amounts of time up to an hour) - Same result
  • Checked the coax connectors are tight, and removing and retightening them - Same result
  • re-routing the coax to avoid any potential sources of interference. - Same result
  • Swapping out the switch (just one in the network) - Same Result.
  • Using new ethernet cables - Same result.

Can anyone offer an insight into what else I should try? I'm fairly convinced this is a problem at VM's end but don't want to be "That Guy" who hasn't done the due diligence.

Thanks for any help you can offer.

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Re: Upload packet loss.

Status pages, VM hub recently restarted:

Spoiler

Status:

 

Acquired Downstream Channel (Hz)

290750000

Locked

Ranged Upstream Channel (Hz)

39400000

Locked

Provisioning State

Online

 

Downstream:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

290750000

0.5

37

256 qam

20

2

138750000

3.7

38

256 qam

1

3

146750000

3.5

38

256 qam

2

4

154750000

3.7

38

256 qam

3

5

162750000

3.5

38

256 qam

4

6

170750000

3.5

38

256 qam

5

7

178750000

3.5

38

256 qam

6

8

186750000

3.2

38

256 qam

7

9

194750000

2.7

38

256 qam

8

10

202750000

2.2

38

256 qam

9

11

210750000

2

38

256 qam

10

12

218750000

1.5

38

256 qam

11

13

226750000

1.4

38

256 qam

12

14

234750000

1.2

38

256 qam

13

15

242750000

1

38

256 qam

14

16

250750000

0.7

38

256 qam

15

17

258750000

0.7

38

256 qam

16

18

266750000

0.5

38

256 qam

17

19

274750000

0.5

37

256 qam

18

20

282750000

0.5

37

256 qam

19

21

298750000

0.7

37

256 qam

21

22

306750000

0.5

37

256 qam

22

23

314750000

0.7

37

256 qam

23

24

322750000

0.5

37

256 qam

24

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

13

0

2

Locked

38.6

3

0

3

Locked

38.6

7

0

4

Locked

38.6

6

0

5

Locked

38.9

19

0

6

Locked

38.6

18

0

7

Locked

38.6

5

0

8

Locked

38.9

6

0

9

Locked

38.6

6

0

10

Locked

38.6

6

0

11

Locked

38.6

5

0

12

Locked

38.9

6

0

13

Locked

38.6

5

0

14

Locked

38.6

6

0

15

Locked

38.6

6

0

16

Locked

38.6

8

0

17

Locked

38.6

9

0

18

Locked

38.6

5

0

19

Locked

37.6

8

0

20

Locked

37.6

7

0

21

Locked

37.6

19

0

22

Locked

37.6

7

0

23

Locked

37.3

8

0

24

Locked

37.3

7

0

 

Upstream:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

4.25

5120

64 qam

2

2

32600000

4.175

5120

64 qam

3

3

46200000

4.325

5120

64 qam

1

4

25799845

4.125

5120

32 qam

4

 

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

 

Configuration:

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsxxl35016u-b.cm

 

Primary Downstream Service Flow

SFID

306020

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

306019

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

Everything in the Network log relates to an outage we had earlier in the week. There are no Log entries since the connection came back up following the outage.

 

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Re: Upload packet loss.

Testing:

Spoiler

I'm specifying a few megabits bandwidth to avoid saturating the link anywhere.

 

From a remote server to me:

 

Dougs-iMac:~ doug$ iperf3 -c <SERVER IP> -u -b2m -R

Connecting to host <SERVER IP>, port 5201

Reverse mode, remote host <SERVER IP> is sending

[  7] local <LOCAL IP> port 52988 connected to <SERVER IP> port 5201

[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams

[  7]   0.00-1.00   sec   245 KBytes  2.00 Mbits/sec  1503202.787 ms  0/173 (0%)  

[  7]   1.00-2.00   sec   245 KBytes  2.00 Mbits/sec  21.578 ms  0/173 (0%)  

[  7]   2.00-3.00   sec   245 KBytes  2.00 Mbits/sec  0.177 ms  0/173 (0%)  

[  7]   3.00-4.00   sec   243 KBytes  1.99 Mbits/sec  0.177 ms  0/172 (0%)  

[  7]   4.00-5.00   sec   245 KBytes  2.00 Mbits/sec  0.138 ms  0/173 (0%)  

[  7]   5.00-6.00   sec   245 KBytes  2.00 Mbits/sec  0.267 ms  0/173 (0%)  

[  7]   6.00-7.00   sec   243 KBytes  1.99 Mbits/sec  0.159 ms  0/172 (0%)  

[  7]   7.00-8.00   sec   245 KBytes  2.01 Mbits/sec  0.326 ms  0/173 (0%)  

[  7]   8.00-9.00   sec   245 KBytes  2.00 Mbits/sec  0.187 ms  0/173 (0%)  

[  7]   9.00-10.00  sec   243 KBytes  1.99 Mbits/sec  0.295 ms  0/172 (0%)  

- - - - - - - - - - - - - - - - - - - - - - - - -

[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams

[  7]   0.00-10.00  sec  2.38 MBytes  2.00 Mbits/sec  0.295 ms  0/1727 (0%)  receiver

As you can see above, there is no packet loss at all in the download direction.

 

If I remove the -R to send packets from me to remote server:

 

Dougs-iMac:~ doug$ iperf3 -c <SERVER IP> -u -b5m

Connecting to host <SERVER IP>, port 5201

[  7] local <LOCAL IP> port 55916 connected to <SERVER IP> port 5201

[ ID] Interval           Transfer     Bitrate         Total Datagrams

[  7]   0.00-1.00   sec   611 KBytes  5.00 Mbits/sec  432  

[  7]   1.00-2.00   sec   609 KBytes  4.99 Mbits/sec  431  

[  7]   2.00-3.00   sec   611 KBytes  5.00 Mbits/sec  432  

[  7]   3.00-4.00   sec   611 KBytes  5.00 Mbits/sec  432  

[  7]   4.00-5.00   sec   609 KBytes  4.99 Mbits/sec  431  

[  7]   5.00-6.00   sec   611 KBytes  5.00 Mbits/sec  432  

[  7]   6.00-7.00   sec   609 KBytes  4.99 Mbits/sec  431  

[  7]   7.00-8.00   sec   611 KBytes  5.00 Mbits/sec  432  

[  7]   8.00-9.00   sec   611 KBytes  5.01 Mbits/sec  432  

[  7]   9.00-10.00  sec   611 KBytes  5.00 Mbits/sec  432  

- - - - - - - - - - - - - - - - - - - - - - - - -

[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams

[  7]   0.00-10.02  sec  5.88 MBytes  4.92 Mbits/sec  2.285 ms  57/4316 (1.3%)  receiver

You can see 1.3% of packets are going missing.

Here is what that same test looked like on the server:

-----------------------------------------------------------

Server listening on 5201

-----------------------------------------------------------

Accepted connection from <MY VM IP>, port 50296

[  5] local <SERVER IP> port 5201 connected to <MY VM IP> port 55916

[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams

[  5]   0.00-1.00   sec   594 KBytes  4.86 Mbits/sec  2.982 ms  5/425 (1.2%)  

[  5]   1.00-2.00   sec   607 KBytes  4.97 Mbits/sec  1.750 ms  3/432 (0.69%)  

[  5]   2.00-3.00   sec   600 KBytes  4.91 Mbits/sec  2.231 ms  8/432 (1.9%)  

[  5]   3.00-4.00   sec   598 KBytes  4.90 Mbits/sec  2.454 ms  7/430 (1.6%)  

[  5]   4.00-5.00   sec   604 KBytes  4.95 Mbits/sec  1.884 ms  7/434 (1.6%)  

[  5]   5.00-6.00   sec   605 KBytes  4.96 Mbits/sec  2.356 ms  2/430 (0.47%)  

[  5]   6.00-7.00   sec   602 KBytes  4.93 Mbits/sec  2.607 ms  6/432 (1.4%)  

[  5]   7.00-8.00   sec   601 KBytes  4.92 Mbits/sec  2.417 ms  7/432 (1.6%)  

[  5]   8.00-9.00   sec   608 KBytes  4.98 Mbits/sec  2.485 ms  2/432 (0.46%)  

[  5]   9.00-10.00  sec   594 KBytes  4.87 Mbits/sec  2.254 ms  10/430 (2.3%)  

[  5]  10.00-10.02  sec  9.90 KBytes  3.42 Mbits/sec  2.285 ms  0/7 (0%)  

- - - - - - - - - - - - - - - - - - - - - - - - -

[ ID] Interval           Transfer     Bitrate         Jitter    Lost/Total Datagrams

[  5]   0.00-10.02  sec  5.88 MBytes  4.92 Mbits/sec  2.285 ms  57/4316 (1.3%)  receiver



This is consistent with any external server I use and with any machine inside my network.

I conducted the same tests with another VM customer around 5 miles away and get no packet loss at all.

I've conducted the tests above in UDP mode to get better information on the amount of lost packets but the situation is the same using TCP.

Running a ping for an hour shows the same 1-3% packet loss.

 

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Re: Upload packet loss.

Router status page (restarted about an hour ago)

Spoiler
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
290750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
 


Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12907500000.537256 qam20
21387500003.738256 qam1
31467500003.538256 qam2
41547500003.738256 qam3
51627500003.538256 qam4
61707500003.538256 qam5
71787500003.538256 qam6
81867500003.238256 qam7
91947500002.738256 qam8
102027500002.238256 qam9
11210750000238256 qam10
122187500001.538256 qam11
132267500001.438256 qam12
142347500001.238256 qam13
15242750000138256 qam14
162507500000.738256 qam15
172587500000.738256 qam16
182667500000.538256 qam17
192747500000.537256 qam18
202827500000.537256 qam19
212987500000.737256 qam21
223067500000.537256 qam22
233147500000.737256 qam23
243227500000.537256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3130
2Locked38.630
3Locked38.670
4Locked38.660
5Locked38.9190
6Locked38.6180
7Locked38.650
8Locked38.960
9Locked38.660
10Locked38.660
11Locked38.650
12Locked38.960
13Locked38.650
14Locked38.660
15Locked38.660
16Locked38.680
17Locked38.690
18Locked38.650
19Locked37.680
20Locked37.670
21Locked37.6190
22Locked37.670
23Locked37.380
24Locked37.370


Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000004.225512064 qam2
2326000004.175512064 qam3
3462000004.3512064 qam1
4257997614.125512032 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000


Everything in the network log is regarding an outage we had earlier in the week, there are no log entries following the outage.
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Re: Upload packet loss.

Good Afternoon Doug86,

 

I can see that we're currently experiencing at outage in your local area, with the details stated below

 

Reference Number: F008140495  

Date Open: 18 JUN 2020 17:37

Estimated end date: 25 JUN 2020 16:00

 

We're sorry for any inconvenience caused and we'll endeavour to have this resolved as soon as we possibly can. 

 

If you have issues with the broadband connection beyond this date, please come back to us and we'll seek to investigate further

 

Kindest regards,

 

David_Bn

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Re: Upload packet loss.

Thanks David,

Will report back after the 25th.

All the best,

Dx 

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Re: Upload packet loss.

Hey there doug86,

 

How has it been behaving since you last posted? I've had a quick check on the fault ticket and it's been closed. If you're still having issues, please let us know so we can help.

 

Thanks,

 

Lisa

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Re: Upload packet loss.

Hi Lisa,

Situation unchanged I'm afraid. Still a very consistent 1% to 3% packet loss in the upload direction.

Is causing me some fairly major issues with work I'm afraid... I know 2%ish doesn't sound like much, but I'm an audio engineer and 2% of an audio stream missing is very noticeable. I'm currently getting round the issue by triplicating the audio packets (so there is a good chance that at least one of the three gets through) but this approach means I've cut my upload bandwidth by 66%. Ive had to resort to tethering to 4g when I need an extra stream!

Not ideal.

Dx

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Re: Upload packet loss.

Doesn't look like much but it's very disruptive.Doesn't look like much but it's very disruptive.

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Message 10 of 25
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Re: Upload packet loss.

Post the network, upstream and downstream logs from the hub admin pages 


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