High Packet Loss and latency experienced at certain times of day

[RM04]

I tried to fix my packet loss issue about 3 months ago, but it never got fully resolved. Since then an attenuator has been added to fix the power levels to a normal range, but the loss is somehow even worse than it was in October. If there is a fault in my area it has not been resolved for months. Any help is greatly appreciated. 

Live BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9859539a610e4fefbd92cabbe7ec26102b719d6

Some of the worst days:

Seems fine in the morning and then really bad at all other times.

Router Status:

Downstream bonded channels

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

1	546750000	6.1	38	256 qam	40
2	266750000	6.6	38	256 qam	17
3	274750000	6.8	38	256 qam	18
4	282750000	6.5	38	256 qam	19
5	290750000	6.8	38	256 qam	20
6	298750000	7.3	38	256 qam	21
7	306750000	7.1	38	256 qam	22
8	314750000	7.1	38	256 qam	23
9	322750000	6.9	38	256 qam	24
10	330750000	7.3	40	256 qam	25
11	338750000	7.1	38	256 qam	26
12	346750000	7.1	38	256 qam	27
13	354750000	6.9	38	256 qam	28
14	362750000	6.8	38	256 qam	29
15	370750000	7	40	256 qam	30
16	378750000	7	38	256 qam	31
17	386750000	6.9	38	256 qam	32
18	394750000	6.8	40	256 qam	33
19	402750000	6.8	40	256 qam	34
20	410750000	6.6	38	256 qam	35
21	418750000	6.5	38	256 qam	36
22	522750000	6.4	40	256 qam	37
23	530750000	6.3	40	256 qam	38
24	538750000	6.4	40	256 qam	39

Downstream bonded channels

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

1	Locked	38.9	409	2338
2	Locked	38.9	270	3165
3	Locked	38.9	327	3081
4	Locked	38.9	331	2986
5	Locked	38.9	302	2870
6	Locked	38.6	286	2981
7	Locked	38.9	303	3116
8	Locked	38.6	276	2509
9	Locked	38.9	313	2835
10	Locked	40.3	292	3022
11	Locked	38.9	309	5407
12	Locked	38.9	301	3089
13	Locked	38.9	297	4510
14	Locked	38.9	302	3059
15	Locked	40.3	260	3186
16	Locked	38.9	277	4759
17	Locked	38.9	262	2526
18	Locked	40.3	285	2615
19	Locked	40.3	243	2641
20	Locked	38.9	282	2660
21	Locked	38.9	249	2484
22	Locked	40.3	284	3447
23	Locked	40.3	351	2697
24	Locked	40.3	336	2261

Upstream bonded channels

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

1	36600000	37.5	5120	64 qam	11
2	23600000	36.3	5120	64 qam	13
3	30100000	37	5120	64 qam	12
4	43100000	37.5	5120	64 qam	10
5	49600000	37.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Reece_MH]

Hi RM04 👋

Thanks for posting, and welcome to the Community Forums.

I'm sorry to hear you're experiencing some issues with your service. I've taken a look on our side and can see there is currently a known problem in your area. The details are below.

Fault Type: Signal-To-Noise (SNR)

Fault Reference: F011160736

Estimated Fix Time: 23 JAN 2024 14:45

I appreciate you have been experiencing issues for some time, however, this is a newly raised fault, and prevents us from running further checks to identify the cause of your individual issues that have been ongoing.
 

Our teams are working as quickly as possible to resolve this issue, and you can continue to track updates by calling 📞 0800 561 0061. We're very sorry for any inconvenience caused. 

Regards,

[RM04]

Hi Reece, 

Thanks for replying. Unfortunately the estimated fix time has passed and we are still experiencing the same issues. Could you please look into it for me. Is there any reason why the packet loss only occurs after around 4pm? Knowing that might lead to a solution to the problem.

[RM04]

This was today its getting even worse which is ridiculous. I am seriously considering moving to a different provider unless this gets resolved quickly. 

[John_GS]

Hi @RM04 

Thanks for coming back to us. We're really sorry to hear it's still ongoing. We've checked the original ticket number, F011160736 and the current estimated fix date is the 5th February at 9am.