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Poor connection and packet loss
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Old 06-12-2020, 09:36   #1
rtho782
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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:


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;
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Old 06-12-2020, 10:48   #2
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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?
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Old 06-12-2020, 11:01   #3
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Re: Poor connection and packet loss

Quote:
Originally Posted by spiderplant View Post
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?
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

Last edited by rtho782; 06-12-2020 at 11:05.
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Old 06-12-2020, 11:53   #4
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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?
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Old 06-12-2020, 13:31   #5
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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.
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Old 06-12-2020, 14:07   #6
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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?)
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Old 06-12-2020, 14:33   #7
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Re: Poor connection and packet loss

Quote:
Originally Posted by spiderplant View Post
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?)
Despite having lived here for 4 years I don't know any neighbours, but will give it a go and get back to you!
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Old 06-12-2020, 20:12   #8
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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.
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Old 06-12-2020, 21:12   #9
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Re: Poor connection and packet loss

Quote:
Originally Posted by rtho782 View Post
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.
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Old 06-12-2020, 21:15   #10
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Re: Poor connection and packet loss

Quote:
Originally Posted by spiderplant View Post
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.
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Old 07-12-2020, 21:25   #11
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Re: Poor connection and packet loss

Quote:
Originally Posted by rtho782 View Post
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.
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Old 09-12-2020, 16:01   #12
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Re: Poor connection and packet loss

rtho: Can you check whether it is fixed now?
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Old 10-12-2020, 08:05   #13
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Re: Poor connection and packet loss

It doesn't really seem significantly different
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Old 11-12-2020, 22:26   #14
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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.
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Old 11-12-2020, 23:19   #15
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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.
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