packet loss

[Maxtabor1]

I've been getting packet loss for 5-6 months and i have had 2-3 engineers come round to have a look at it and yet nothing has fixed my issue. I have tried different Ethernet cables and different Powerline Adapters (TP-Link av1000) yes still get the same results. Engineers have come round to change the outside cable as there was a problem with that about a month ago but that still hasn't changed anything. I don't want to spend anymore money on 3rd party devices to try and fix this matter and i just want to get to the bottom of the problem. i have asked some people i know how their internet is with Virgin and they say it seems ok. But ive been getting constant packet loss for a while now.              

E.g. (Last Night and this Morning) (TP-LINK AV1000).

These results look the same everyday sometimes a little better and some even worse. 

[Client62]

Which application is affected by packet loss ?

Test the Packet Loss to the VM Hub & your device with this link :

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see the stats for Packet Loss / Jitter / Latency & Upstream speed.

Share a screen shot of the results.

[Maxtabor1]

Every online game i play i receive packet loss. Some games i play do not require good internet so im ok playing those but any competitive game i have a massive disadvantage.

[Client62]

So Zero packet loss the the VM Hub, in fact it looks like a good connection.

Not so good is 82% of the downstream bandwidth is being lost between the VM Hub and the Desktop.

[Maxtabor1]

Yes this may be that my tp-link av1000 only passes around 100mbps but im not too sure on that. 

[RT123]

Is there any devices that you can connect directly to the Hub please? Even good quality Powerline adapters aren't great.

Since the BQM is showing packet loss, please could you provide the router stats (downstream, upstream and network logs):

Go to 192.168.0.1 (192.168.100.1 if the VM Hub is in modern mode) and copy and paste the logs here (first time it will fail, second time it will post)

[Maxtabor1]

3.0 Downstream channels

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

1	195000000	-1.4	41	QAM 256	8
2	139000000	-1.6	41	QAM 256	1
3	147000000	-1.8	41	QAM 256	2
4	155000000	-1.7	41	QAM 256	3
5	163000000	-2	41	QAM 256	4
6	171000000	-1.9	41	QAM 256	5
7	179000000	-1.8	41	QAM 256	6
8	187000000	-1.7	41	QAM 256	7
9	203000000	-1.5	41	QAM 256	9
10	211000000	-1.4	41	QAM 256	10
11	219000000	-1.4	41	QAM 256	11
12	227000000	-1.4	41	QAM 256	12
13	235000000	-1.6	41	QAM 256	13
14	243000000	-1.9	41	QAM 256	14
15	251000000	-1.8	41	QAM 256	15
16	259000000	-1.8	41	QAM 256	16
17	267000000	-1.8	41	QAM 256	17
18	275000000	-1.8	41	QAM 256	18
19	283000000	-1.8	41	QAM 256	19
20	291000000	-1.8	41	QAM 256	20
21	299000000	-1.8	41	QAM 256	21
22	307000000	-2	41	QAM 256	22
23	315000000	-2.1	41	QAM 256	23
24	323000000	-2.1	41	QAM 256	24
25	331000000	-2	41	QAM 256	25
26	339000000	-2.1	40	QAM 256	26
27	347000000	-2.2	41	QAM 256	27
28	355000000	-2.1	41	QAM 256	28
29	363000000	-2.1	41	QAM 256	29
30	371000000	-2.4	41	QAM 256	30
31	379000000	-2	41	QAM 256	31
32	387000000	-1.8	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	2	17
2	Locked	41	165	16
3	Locked	41	158	186
4	Locked	41	210	656
5	Locked	41	62	113
6	Locked	41	82	75
7	Locked	41	309	757
8	Locked	41	261	771
9	Locked	41	116	68
10	Locked	41	401	227
11	Locked	41	582	405
12	Locked	41	291	172
13	Locked	41	199	89
14	Locked	41	125	54
15	Locked	41	91	65
16	Locked	41	68	65
17	Locked	41	228	81
18	Locked	41	711	106
19	Locked	41	692	164
20	Locked	41	94	45
21	Locked	41	40	57
22	Locked	41	63	43
23	Locked	41	52	50
24	Locked	41	70	39
25	Locked	41	69	43
26	Locked	40	187	41
27	Locked	41	157	41
28	Locked	41	167	36
29	Locked	41	25	47
30	Locked	41	34	38
31	Locked	41	24	51
32	Locked	41	27	32

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

-0.7

4231062389

148555

3.0 Upstream channels

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

0	60300000	43	5120	QAM 64	1
1	53700000	43	5120	QAM 64	2
2	46200000	43.3	5120	QAM 64	3
3	39400000	43.3	5120	QAM 64	4
4	32600000	43.3	5120	QAM 64	5
5	23600000	43.3	5120	QAM 64	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	4	0
1	ATDMA	0	0	5	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	24	1
4	ATDMA	0	0	21	1
5	ATDMA	0	0	27	1

Network Log

Time Priority Description

30-04-2024 23:34:28	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=3.1;
30-04-2024 23:31:56	notice	GUI Login Status - Login Success from LAN interface
30-04-2024 23:31:46	notice	GUI Login Status - Login Success from LAN interface
30-04-2024 23:31:10	notice	GUI Login Status - Login Success from LAN interface
30-04-2024 23:28:59	notice	GUI Login Status - Login Fail from LAN interface
29-04-2024 22:32:57	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-04-2024 21:57:10	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2024 20:19:47	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
26-04-2024 09:57:08	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
23-04-2024 13:39:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 23:22:41	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 17:49:12	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:25:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:25:04	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:14:01	notice	REGISTRATION COMPLETE - Waiting for Operational status
19-04-2024 15:13:55	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:55	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:55	warning	Dynamic Range Window violation
19-04-2024 15:13:49	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:42	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:40	notice	Honoring MDD; IP provisioning mode = IPv4
19-04-2024 15:13:25	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-04-2024 15:13:24	critical	Cable Modem Reboot because of - HW or Power-On Reset
17-04-2024 18:59:18	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=3.1;
16-04-2024 21:04:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:07	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 17:59:06	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:51	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:51:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 16:50:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:36:38	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:39	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-04-2024 15:24:38	critical	Cable Modem Reboot because of - Reboot Timezone Change

[RT123]

Hi, 

There appears to be some PostRS errors, which could indicate noise on your line (and the cause of the packet loss). 

When you see this, if the number of PostRS errors is continuing to rise - please post the logs again. 

[Maxtabor1]

Ok i'm going to leave it till the morning then i will check too see if it will rise. 

Thank you.

[Maxtabor1]

Nevermind it looks like it has risen into the thousands now

3.0 Downstream channels

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

1	Locked	41	1693	956
2	Locked	41	165	16
3	Locked	41	189	1393
4	Locked	41	578	2927
5	Locked	41	1025	1864
6	Locked	41	1580	1359
7	Locked	41	1549	2363
8	Locked	41	667	3060
9	Locked	41	1350	690
10	Locked	41	1081	462
11	Locked	41	2315	1078
12	Locked	41	1007	437
13	Locked	41	401	231
14	Locked	41	232	165
15	Locked	41	208	203
16	Locked	41	208	242
17	Locked	41	417	276
18	Locked	41	1121	323
19	Locked	41	1158	288
20	Locked	41	444	119
21	Locked	41	815	104
22	Locked	41	742	168
23	Locked	41	364	109
24	Locked	41	325	75
25	Locked	41	603	92
26	Locked	41	1470	162
27	Locked	41	1502	283
28	Locked	41	1954	80
29	Locked	41	894	61
30	Locked	41	146	50
31	Locked	41	141	65
32	Locked	41	120	50