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Consistent Packet Loss

Hi everyone,

I'm hoping you can help with an issue I'm having as customer support havent been able to.  They didn't seem to understand what packet loss even was.

I'm getting packet loss throughout the day of between 2 and 20%.  The kids play Fortnite and it's reporting packet loss up to 30% making the game unplayable.  As well as this we get inconsistent speeds for a few hours in the evening from about 7pm.  Anything from 1mbs to 300mbps.  This has been going on for a couple of weeks.

I'm on the 350 broadband package area 20.  I'm using the SH3 (was the same with a 2ac) in modem mode with a Netgear Orbi router and 1 satellite.

Customer support told me there was some work going on yesterday and I got an email telling me it had been completed.  Reset and rebooted whole network.  Made no difference.

Ay help would be much appreciated.  BQM link and SH3 stats below.

Think Broadband BQM link:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f01068a5960101354a714e712d8a2b1772ee738][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3f01068a5960101354a714e712d8a2b1772ee738.png[/img][/url]

Stats fron the SH3 in modem mode:

Downstream bonded channels

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

12027500000.237256 qam9
21867500000.237256 qam7
31947500000.938256 qam8
4210750000037256 qam10
52187500000.236256 qam11
62267500000.536256 qam12
72347500000.238256 qam13
8242750000-0.737256 qam14
9250750000-0.738256 qam15
10258750000-0.537256 qam16
11266750000-0.538256 qam17
12274750000-137256 qam18
13282750000-0.937256 qam19
14290750000-0.538256 qam20
15298750000038256 qam21
16306750000038256 qam22
17314750000-0.237256 qam23
18322750000-0.238256 qam24
194027500000.238256 qam25
20410750000-0.237256 qam26
21418750000-0.538256 qam27
22426750000037256 qam28
23434750000038256 qam29
24442750000-0.538256 qam30

 

Downstream bonded channels

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

1Locked37.6380
2Locked37.6320
3Locked38.640
4Locked37.6230
5Locked36.6240
6Locked36.3470
7Locked38.650
8Locked37.670
9Locked38.600
10Locked37.680
11Locked38.670
12Locked37.660
13Locked37.650
14Locked38.9120
15Locked38.6120
16Locked38.660
17Locked37.350
18Locked38.600
19Locked38.6140
20Locked37.665611
21Locked38.630
22Locked37.650
23Locked38.6369560
24Locked38.6220

 

Upstream bonded channels

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

1458000564.625512064 qam1
2537000834.625512064 qam4
3274000004.875512064 qam3
4358000584.625512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Message 2 of 9
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Re: Consistent Packet Loss

As of 10pm last night it appears the issue is sorted.  

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Helpful Answer

Re: Consistent Packet Loss

That's good news (well done VM if you have fixed it). 

Keep an eye upon things (maybe do infrequent speed tests, have a look at the BQM from time to time) because SNR and power levels look OK, but the post-RS error levels on channels 20 and 23 have a faint whiff of something about them.  If the errors go away*, remain steady, or you can't see any problems with the service then all is good, but ideally you should be seeing Post-RS error levels around zero, and pre-RS errors of perhaps 15-40 after a week's run time.

For information, a pre-RS error is a data packet that has arrived at your hub corrupted, but the hub's error correction has been able to reconstruct it through some mind-boggling mathematics**, a post-RS error is a corrupted data packet that can't be fixed by error correction.  If a corrupt data packet can't be fixed it will appear to a BQM as packet loss, but for general internet use will result in the data being re-requested.  In general web browsing you'd never notice that, but it has a massive effect on gaming, streaming and voice or video conferencing because they are very time sensitive, and out-of-sequence data packets are more hinderance than help.

* Rebooting your hub resets the error counters, but until you do that they keep counting.

** If we have any mathematicians who both understand Reed Solomon error correction, AND can explain that in everyday English, the floor is yours.....

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Message 4 of 9
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Re: Consistent Packet Loss

Thanks for the response and the useful info.

I'm going to keep monitoring for the next couple of days.

There's still some packet loss but WAY less the then before.  The kids haven't reported any issues on Fortnite since yesterday evening.

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Message 5 of 9
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Re: Consistent Packet Loss

Just a quick update on this.

There's still some very minor packet loss but it's not affecting gaming or other internet use however there are some Post RS Errors.

This is from the SH3 at about 5:40pm today.

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

1Locked37.62639
2Locked37.66290
3Locked38.62581
4Locked37.31410
5Locked35.711143
6Locked34.3116813
7Locked38.6680
8Locked37.6580
9Locked37.6510
10Locked37.6550
11Locked38.6330
12Locked37.6230
13Locked37.6240
14Locked38.6160
15Locked37.6170
16Locked37.660
17Locked37.350
18Locked37.620
19Locked37.6130
20Locked37.61116640
21Locked38.960
22Locked37.6110
23Locked38.62591533
24Locked38.6210

 

I rebooted the SH3 at about 7am this morinig and had 5595 errors on channel 20 and 403 on channel 23.  None on the other channels.  So, errors are climbing through the day.

Is this something to worry about?

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Re: Consistent Packet Loss

Hi kr01,

 

Thanks for posting. I'm sorry to hear of the packet loss. I've ran a check on the account now, and there's no issues showing.

 

How's things been since posting? Please let me know if you need further help.

 

Kind regards,

John_GS
Forum Team

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Message 7 of 9
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Re: Consistent Packet Loss

HI John,

Speeds seem to be OK.  There are still Post RS Errors (see below).  I rebooted about 10pm last night and saw the first channel 20 errors (5500 ish) a couple of hours later so thyre increasing over time.

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

1Locked37.33180
2Locked37.63310
3Locked38.61460
4Locked37.62770
5Locked35.51891
6Locked37.31100
7Locked37.6330
8Locked37.6800
9Locked37.6990
10Locked38.6220
11Locked37.670
12Locked37.640
13Locked37.660
14Locked37.6120
15Locked37.6340
16Locked38.660
17Locked37.660
18Locked37.620
19Locked37.6140
20Locked37.61411006
21Locked38.660
22Locked38.6150
23Locked38.9213545
24Locked38.6250

 

Packet loss seems to be intermitent.  Yesterday I had a few of periods of a couple of hours each where there was consistent packet loss of 1-3%.  There was one incident of the internet going down and having to reboot the router.  I deleted the old BQM (didnt relise you could disable it) so the new one was running from about 10pm last night.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dad6cc6eb14fc05f92a3d13e146546ac227a8497

 

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Re: Consistent Packet Loss

Thanks for getting back to us with the update kr01. Glad the speeds seem better. 

 

If the intermittent packet loss becomes too problematic please let us know so we can book a tech to investigate further.


Tom 

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Re: Consistent Packet Loss

Will do.

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