Severe Packet loss XR500

[Synin]

Modem Model: CM1000v2

Testing OS: Android, Win 7, Win 10, Ubuntu

Connection type: Ethernet, and Wifi. Same results on both.

Firmware version tested: V2.0.0.28, V2.3.2.114, V2.3.2.120

Packet loss: 5%-94% pinging google.com

I have factory reset this router many many times and worked with my ISP for quite a few hours trying to troubleshoot this absurd levels of packet loss. I have come to the conclusion it is the XR500 router, as plugging directly into the modem immediately fixes the issue. So... how do I fix the packet loss issue? Didn't have this issue 2 weeks ago. I have used pingplotter to verify these results, including that the packet loss ends when plugged directly into the modem.

QOS settings are default. Geo-Filter is not turned on. Router is not even 2 years old.

@Newfie

 

google.com.pp2

[Newfie]

Hi Synin.

Welcome aboard. Fraser or Liam will pop in to help you and find out what’s going on. 
 

On the PingPlotter test did the packet loss start on the first hop or the second hop and carried through all the other hops. If you have a picture you could post that would be handy. Edit to say I’ve managed to see your file, it’s starting at the second hop which normally indicates it’s your isp as your first hop is your router but I can see at times the first hop shows a high loss.

How is the router connected to your CM1000 ie. is it in bridge mode or DMZ?

Is the QoS disabled completely? 

Which isp do you use?

Have you tried a different cable between CM1000 and the XR500?

 

 

[Synin]

Heyo! It has to be the router since the issues stop once I direct plug into the modem, only step between that and my computer was the router.

I dont see any settings I can change on the modem save for its password. It has an event log which I will attach below. 

QOS is disabled completely.

I use TDS. https://hellotds.com/

I have tried numerous known good cables with no luck.

[Synin]

Time	Priority	Description
2021-08-02, 17:36:37	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-02, 16:55:05	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-02, 16:54:47	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-02, 01:06:37	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-02, 00:07:11	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-02, 00:06:39	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-01, 20:36:37	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-01, 20:07:39	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-01, 19:06:37	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-01, 18:12:22	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-08-01, 18:11:59	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 11:36:37	Error (4)	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:26:56	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:26:34	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:09:09	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:08:22	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:08:16	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:07:54	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:07:54	Notice (6)	CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:07:54	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:07:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:06:39	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:06:38	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:06:35	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2021-07-30, 10:05:31	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:03:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:03:23	Warning (5)	MDD message timeout;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:03:18	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:03:17	Warning (5)	MDD message timeout;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 10:03:15	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:50:12	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:49:40	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:49:38	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:49:18	Notice (6)	CM-STATUS message sent. Event Type Code: 20; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:48:57	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:46:27	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:46:27	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:46:21	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:46:13	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;
2021-07-30, 09:44:06	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:a6:7e:0c:48:ec;CMTS-MAC=00:01:5c:a2:aa:6b;CM-QOS=1.1;CM-VER=3.1;

[Newfie]

Thanks for the info. 
Fraser and Liam know the connection types better than I do so hopefully will be able to spot what’s going on once they see this post. 

[Netduma Liam]

Is your exact setup just:

XR500 -> CM1000 -> Internet

Are there any other devices in-between? Unmanaged switches or other routers?

Can you think of any other changes to the network made around the time you started noticing this issue?

[Synin]

10 hours ago, Netduma Liam said:

Is your exact setup just:

XR500 -> CM1000 -> Internet

Are there any other devices in-between? Unmanaged switches or other routers?

Can you think of any other changes to the network made around the time you started noticing this issue?

That is my exact setup. Nothing changed on the network since then.

[Netduma Fraser]

When you're doing the test is anything else on the network being used at all? 

In most cases it's best to use QoS to get rid of issues like this, re-enable QoS, select Always for Congestion Control, 70% for download/upload and try the test again please.

Are you seeing this packet loss anywhere else or just on the Google plot? What if you do another site on PingPlotter?

Can you take a screenshot of the XR System Information page please when you're certain packet loss has occured then post here

[Synin]

1 hour ago, Netduma Fraser said:

When you're doing the test is anything else on the network being used at all? 

In most cases it's best to use QoS to get rid of issues like this, re-enable QoS, select Always for Congestion Control, 70% for download/upload and try the test again please.

Are you seeing this packet loss anywhere else or just on the Google plot? What if you do another site on PingPlotter?

Can you take a screenshot of the XR System Information page please when you're certain packet loss has occured then post here

Data usage across the network during these tests is below one megabyte

 Just tried this to no change.

I notice this packet loss everywhere, command prompt, ping plotter, in-game/application network settings, etc.... Changing sites shows no difference, just using google as a reliable base.

One of the pictures covers wireless status partially to show pingplotter, this is because that is pointless at the moment since all tests are done over cat 6a cable.

[Netduma Fraser]

Don't change the interval on PingPlotter as it can incorrectly show packet loss, 2.5 is fine for that. It's very odd because the Network Status on the router isn't showing any packet loss at all which is directly contradicting PP. Can you do another site for comparison for us please? The google one is not always the best for everyone, a local news site should do better for example, just want to see the extent to which this is happening.

[Synin]

At 2.5 sec interval, the default, and pinging a local news site, no difference.

 

I also ran command prompt and had it pinging the site at the same time. Whenever a red line appeared in ping plotter cmd showed request time out.

www.thespectrum.com.pp2

[Netduma Liam]

10 hours ago, Synin said:

At 2.5 sec interval, the default, and pinging a local news site, no difference.

 

I also ran command prompt and had it pinging the site at the same time. Whenever a red line appeared in ping plotter cmd showed request time out.

www.thespectrum.com.pp2 3.89 kB · 0 downloads

If you change the XR500 to AP mode, do you still see packet loss? This will tell us whether the issue lies within the software or possibly the hardware.