Cable Forum - 350M Poor connection and packet loss

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- - 350M : Poor connection and packet loss (https://www.cableforum.uk/board/showthread.php?t=33709599)

Poor connection and packet loss

I'm getting quite annoyed by Virgin Media, 8 months+ to resolve complaints, 30 mins+ to get through to anyone on the phone, honestly the second another provider can deliver decent speeds I'm gone.

I have been monitoring my connection for a while now and the constant small amount of packet loss is crazy.

It's constantly a small amount, sometimes up to 4% loss. Virgin Media either don't understand why this is an issue or don't care.

Is there anything I can do? I do have a 6dB attenuator on the modem fitted by VM which I could remove, I also have other 3dB attenuators in the shed (for satellite, but would work I assume) if I need more...

24 hour stats log:
https://www.cableforum.uk/images/local/2020/12/1.png

Current stats:

Code:

Downstream bonded channels

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

1        475000000        1.5        38        256 qam        37

2        251000000        0        38        256 qam        15

3        259000000        -0.2        38        256 qam        16

4        267000000        0        38        256 qam        17

5        275000000        -0.4        38        256 qam        18

6        283000000        -0.4        38        256 qam        19

7        291000000        -0.2        38        256 qam        20

8        299000000        0.5        37        256 qam        21

9        307000000        0.7        38        256 qam        22

10        315000000        0.7        38        256 qam        23

11        323000000        0.7        37        256 qam        24

12        371000000        0.2        38        256 qam        25

13        379000000        0        37        256 qam        26

14        387000000        -0.2        38        256 qam        27

15        395000000        -0.2        38        256 qam        28

16        411000000        0        37        256 qam        29

17        419000000        0        38        256 qam        30

18        427000000        0        38        256 qam        31

19        435000000        -0.2        37        256 qam        32

20        443000000        -0.2        37        256 qam        33

21        451000000        0        38        256 qam        34

22        459000000        0.5        38        256 qam        35

23        467000000        1        38        256 qam        36

24        483000000        1.7        38        256 qam        38





Downstream bonded channels

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

1        Locked        38.6        14359        0

2        Locked        38.6        1022        0

3        Locked        38.6        1176        0

4        Locked        38.6        1165        0

5        Locked        38.6        1489        0

6        Locked        38.6        1687        0

7        Locked        38.6        1827        0

8        Locked        37.6        1968        0

9        Locked        38.6        1780        0

10        Locked        38.6        2107        0

11        Locked        37.6        2551        0

12        Locked        38.6        4597        0

13        Locked        37.6        5298        0

14        Locked        38.6        5554        0

15        Locked        38.6        7071        0

16        Locked        37.6        8190        0

17        Locked        38.6        8153        0

18        Locked        38.6        8913        0

19        Locked        37.6        11490        0

20        Locked        37.6        12124        0

21        Locked        38.6        13685        0

22        Locked        38.6        12479        0

23        Locked        38.6        14107        0

24        Locked        38.9        15419        0



Upstream bonded channels

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

1        32600000        45        5120        64 qam        11

2        25800000        45.3        5120        64 qam        12

3        39400000        45        5120        64 qam        10

4        46200000        45        5120        64 qam        9





Upstream bonded channels

Channel        Channel Type        T1 Timeouts        T2 Timeouts        T3 Timeouts        T4 Timeouts

1        ATDMA        0        0        1        0

2        ATDMA        0        0        103        0

3        ATDMA        0        0        3        0

4        ATDMA        0        0        1        0



General Configuration

Network access        

Allowed

Maximum Number of CPEs        

1

Baseline Privacy        

Enabled

DOCSIS Mode        

Docsis30

Config file        

ncxv9873254k;fg87dsfd;kfo





Primary Downstream Service Flow

SFID        8805

Max Traffic Rate        402500089

Max Traffic Burst        42600

Min Traffic Rate        0





Primary Upstream Service Flow

SFID        8804

Max Traffic Rate        38500089

Max Traffic Burst        42600

Min Traffic Rate        0

Max Concatenated Burst        42600

Scheduling Type        BestEffort



Network Log

Time        Priority        Description

03/12/2020 20:15:7        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 20:04:5        notice        DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 20:04:5        Error        DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 19:34:5        notice        DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

03/12/2020 19:34:5        Error        DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/12/2020 01:10:50        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

04/01/1970 01:19:12        Error        ToD request sent- No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

04/01/1970 01:18:42        notice        DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

04/01/1970 01:18:42        Error        DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 11:08:27        Error        ToD request sent- No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 11:05:29        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 04:13:51        Error        ToD request sent- No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 04:11:48        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:05:7        Error        ToD request sent- No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:04:32        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:15        Error        ToD request sent- No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:11        Warning!        ToD request sent - No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:7        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:7        Warning!        ToD request sent - No Response received;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:7        critical        No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:73:c5:5b;CMTS-MAC=0c:11:67:03:8e:41;CM-QOS=1.1;CM-VER=3.0;

Re: Poor connection and packet loss

You appear to have zero packet loss to bbc.co.uk. If that's consistently the case, it definitely rules out a local problem. It's something out in the network. Besides, your signals look fine.

Please can you post traceroutes to each of your 4 ping targets?

Re: Poor connection and packet loss

Quote:

Originally Posted by spiderplant (Post 36061141)

It's zero packetloss to bbc.co.uk at the 0750 timestamp I had mousedover at the time of the screenshot. At other times there is packetloss to bbc.co.uk. Packetloss is to all targets. I can filter out by target on the graph, album here: https://imgur.com/a/MCwa8A9

Code:

Tracing route to bbc.co.uk [151.101.0.81]

over a maximum of 30 hops:



  1    <1 ms    <1 ms    <1 ms  unifi.local [192.168.2.1]

  2    11 ms    13 ms     5 ms  10.53.39.125

  3    12 ms    10 ms    15 ms  nrth-core-2b-xe-1014-0.network.virginmedia.net [213.106.255.81]

  4     *        *        *     Request timed out.

  5    18 ms    19 ms    12 ms  tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]

  6    15 ms    16 ms    15 ms  157.52.127.10

  7    15 ms    13 ms    12 ms  151.101.0.81



Trace complete.





Tracing route to dns.google [8.8.8.8]

over a maximum of 30 hops:



  1    <1 ms    <1 ms    <1 ms  unifi.local [192.168.2.1]

  2     9 ms    14 ms     8 ms  10.53.39.125

  3    12 ms    11 ms    10 ms  nrth-core-2b-xe-1003-0.network.virginmedia.net [213.106.254.125]

  4     *        *        *     Request timed out.

  5    17 ms    15 ms    14 ms  eislou2-ic-1-ae3-0.network.virginmedia.net [62.254.85.145]

  6    17 ms    19 ms    18 ms  6-14-250-212.static.virginm.net [212.250.14.6]

  7    26 ms    25 ms    20 ms  216.239.62.75

  8    16 ms    14 ms    15 ms  172.253.71.191

  9    17 ms    19 ms    17 ms  dns.google [8.8.8.8]



Trace complete.



Tracing route to one.one.one.one [1.1.1.1]

over a maximum of 30 hops:



  1    <1 ms    <1 ms    <1 ms  unifi.local [192.168.2.1]

  2    10 ms    12 ms     8 ms  10.53.39.125

  3    12 ms    11 ms    12 ms  nrth-core-2b-xe-1014-0.network.virginmedia.net [213.106.255.81]

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7    18 ms    17 ms    17 ms  tcma-ic-2-ae9-0.network.virginmedia.net [62.253.174.178]

  8    35 ms    22 ms    30 ms  162.158.32.254

  9    22 ms    31 ms    23 ms  one.one.one.one [1.1.1.1]



Trace complete.





Tracing route to 2-14-250-212.static.virginm.net [212.250.14.2]

over a maximum of 30 hops:



  1    <1 ms    <1 ms    <1 ms  unifi.local [192.168.2.1]

  2    10 ms    13 ms     7 ms  10.53.39.125

  3    20 ms    14 ms    11 ms  nrth-core-2b-xe-014-0.network.virginmedia.net [80.1.200.169]

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7    22 ms    18 ms    54 ms  tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]

  8    30 ms    20 ms    17 ms  2-14-250-212.static.virginm.net [212.250.14.2]



Trace complete.

If I graph back 7 days rather than 24h, there have at times been significantly higher periods of loss
https://www.cableforum.uk/images/local/2020/12/2.png

Re: Poor connection and packet loss

Hmm, tricky. I've tried ping tests from your CMTS, but haven't yet seen any dropped packets.

Are you able to repeat a traceroute until you manage to capture a dropped packet? If you can do it several times to show a consistent loss, even better.

I assume your choice of 212.250.14.2 isn't random. Have you had a particular problem accessing Cloudflare?

Re: Poor connection and packet loss

I've noticed Cloudflare issues, but this is possibly because they are involved in such a large segment of the internet.

I'm running pings with a fixed ttl in 4 windows to the hops on the way to 212.250.14.2, or the ones that respond to pings anyway, I see the odd fail in all of them, strangely probably the most in 10.53.39.125.

Re: Poor connection and packet loss

10.53.39.125 is the CMTS, so if you're getting packet loss pinging that, the problem is fairly local to you, and would explain why I don't see any losses when pinging from the CMTS. Do you have any friendly neighbours who are also on VM that could try, to determine whether it's something specific to you? (Maybe they'd let you "borrow" their Wi-Fi, if they are within range?)

Re: Poor connection and packet loss

Quote:

Originally Posted by spiderplant (Post 36061150)

Despite having lived here for 4 years I don't know any neighbours, but will give it a go and get back to you!

Re: Poor connection and packet loss

removing or substituting the attenuator will only make matters worse because your power levels are pretty much perfect with it on. The only problem I can see are those T3 timeouts which from past experience indicate a network fault.

Re: Poor connection and packet loss

Quote:

Originally Posted by rtho782 (Post 36061156)

Despite having lived here for 4 years I don't know any neighbours, but will give it a go and get back to you!

Don't worry. I think I've identified a network fault that's affecting your area. I'll raise a ticket for it tomorrow.

Re: Poor connection and packet loss

Quote:

Originally Posted by spiderplant (Post 36061191)

Don't worry. I think I've identified a network fault that's affecting your area. I'll raise a ticket for it tomorrow.

Amazing, thanks!

Any more info or is that somewhat confidential? Just curious.

Re: Poor connection and packet loss

Quote:

Originally Posted by rtho782 (Post 36061193)

Amazing, thanks!

Any more info or is that somewhat confidential? Just curious.

I'd like to take credit, but an automated system actually beat me to it. Ticket number F008645899. Poor upstream SNR affecting much of the node.

Re: Poor connection and packet loss

rtho: Can you check whether it is fixed now?

Re: Poor connection and packet loss

It doesn't really seem significantly different :(

Re: Poor connection and packet loss

Internet is unusable tonight. About 30% loss to 8.8.8.8, and pings in the 500+ms range when they do work.

The service status says no faults but if I run the test there is apparently a fault, however it then says no faults again.

According to their phone system, all their call centres are closed due to covid (they must be the only employer that has not yet managed to reopen in a covid safe way) but they can text me a link to their website. Really helpful with no internet that is of course.

I've never known a company care so little.

Re: Poor connection and packet loss

I've reopened the fault ticket. The network engineer had replaced a damaged cable but wasn't certain that was the cause of the problem. Seems it wasn't.