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m1keyboy
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Frequent packet loss and high ping

Hi,

Been on the 350mb package in area ref 31 for a few months now. Gaming performance has generally been very poor, with intermittent (but frequent) packet loss / high ping. PC is currently hardwired directly into the VM modem (tried a couple of different cables so can rule that out).

Is anyone able to take a look at this info grabbed from the modem? Does anything stand out?

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
691000000
Locked
Ranged Upstream Channel (Hz)
25799990
Locked
Provisioning State
Online

 

Downstream bonded channels

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

16910000005.440256 qam32
24750000006.140256 qam9
3483000000640256 qam10
44910000006.140256 qam11
54990000006.440256 qam12
65070000006.340256 qam13
75150000006.440256 qam14
85230000006.140256 qam15
9531000000640256 qam16
105390000005.640256 qam17
115470000005.440256 qam18
125550000005.340256 qam19
135630000005.340256 qam20
145710000005.540256 qam21
155790000005.940256 qam22
165870000006.140256 qam23
175950000006.540256 qam24
186350000004.838256 qam25
196430000004.640256 qam26
206510000004.640256 qam27
216590000004.940256 qam28
226670000005.440256 qam29
236750000005.538256 qam30
246830000005.538256 qam31



Downstream bonded channels

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

1Locked40.360
2Locked40.9120
3Locked40.950
4Locked40.370
5Locked40.3100
6Locked40.350
7Locked40.380
8Locked40.9120
9Locked40.350
10Locked40.370
11Locked40.390
12Locked40.370
13Locked40.3110
14Locked40.3100
15Locked40.990
16Locked40.9170
17Locked40.900
18Locked38.9120
19Locked40.370
20Locked40.3160
21Locked40.3240
22Locked40.9100
23Locked38.9160
24Locked38.9130

 

Upstream bonded channels

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

1257999904.175512064 qam4
2326000004.2512064 qam3
3462000004.275512064 qam1
4394000004.225512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

 

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m1keyboy
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Re: Frequent packet loss and high ping

Primary Downstream Service Flow

SFID492
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID491
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

19/09/2020 10:33:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 00:05:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2020 00:00:14criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 23:57:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 23:57:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 23:57:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 23:57:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 23:57:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 16:18:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 18:49:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 00:30:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 08:35:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 07:55:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 07:55:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 07:55:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 00:05:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: Frequent packet loss and high ping

The power levels, modulation and SNR data all looks fine, but the Network log is full of evidence of the problems you describe, as are the BQM charts.  This indicates a noise problem of some type on your local circuit, but you'll need a technician visit to identify and resolve this, assuming you've tried a pinhole reset and checked the connections of the coax cable to the hub.

If VM wants to replace the hub you'll have to go along with that, but be aware a faulty hub is far less common than a cable network noise issue, but it's a lot easier for VM to give you a new hub and tell you all is good than to assign a technician to track down random and periodic noise faults.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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m1keyboy
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Re: Frequent packet loss and high ping

Thanks for the reply.

I'm tempted to buy a separate router to see if putting the VM router in modem mode makes any difference. I shouldn't have to though - paying nearly £50 a month for this service and although general web browsing/large downloads are fine, streaming/gaming performance just isn't acceptable.

Hopefully I can get an official response from someone at Virgin shortly?

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Emma_C
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Re: Frequent packet loss and high ping

Hi M1keyboy, 

Sorry for the delay in getting back in touch. 

I've had a look and it's all currently showing fine from here at the moment, are you still having issues?

If so please reboot the hub and we can run some further checks from here. 

Emma_C - Forum Team
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m1keyboy
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Re: Frequent packet loss and high ping

Hey Emma,

Thanks for the reply.

Yes, still occuring. It's not constant - it seems to be worse when someone else is streaming in the house (Netflix/Disney+ etc). As mentioned I'm on the 350mb package so I'm pretty sure it's not a bandwidth saturation issue. Do I potentially have a faulty modem? I was going to try and configure some QoS locally but doesn't look like the Virgin modem supports that feature.

I'll reboot the hub tonight - hopefully your tests show something after that?

Cheers,

Mike.
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Re: Frequent packet loss and high ping

Just as another little test, here's a ping test to Google without anyone else in the house streaming:

Pinging www.google.com [172.217.20.132] with 32 bytes of data:
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=25ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=26ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=21ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=28ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115

Ping statistics for 172.217.20.132:
Packets: Sent = 94, Received = 94, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 28ms, Average = 17ms

And the same test with Disney+ streaming downstairs:

Pinging www.google.com [172.217.20.132] with 32 bytes of data:
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=21ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Request timed out.
Reply from 172.217.20.132: bytes=32 time=1032ms TTL=115
Reply from 172.217.20.132: bytes=32 time=98ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=25ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=25ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=40ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=1001ms TTL=115
Reply from 172.217.20.132: bytes=32 time=231ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=26ms TTL=115
Reply from 172.217.20.132: bytes=32 time=26ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=72ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=912ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Request timed out.
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=23ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=25ms TTL=115
Reply from 172.217.20.132: bytes=32 time=28ms TTL=115
Reply from 172.217.20.132: bytes=32 time=24ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=18ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=283ms TTL=115
Reply from 172.217.20.132: bytes=32 time=117ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Request timed out.
Reply from 172.217.20.132: bytes=32 time=422ms TTL=115
Reply from 172.217.20.132: bytes=32 time=19ms TTL=115
Reply from 172.217.20.132: bytes=32 time=16ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=15ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115
Reply from 172.217.20.132: bytes=32 time=20ms TTL=115
Reply from 172.217.20.132: bytes=32 time=17ms TTL=115

Ping statistics for 172.217.20.132:
Packets: Sent = 246, Received = 243, Lost = 3 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 1032ms, Average = 34ms

Very odd - it's like the router is dropping packets periodically when under load?

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Zoie_P
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Message 9 of 20
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Re: Frequent packet loss and high ping

Hi M1keyboy,

Thanks for your post, I have had a look remotely and everything looks fine, are you able to post a live BQM link and we can take a look at your packet loss 

thanks,

Zoie

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m1keyboy
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Message 10 of 20
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Re: Frequent packet loss and high ping

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b4f6fe541c7f14e9d12f10ec0596292b0393e29f-20-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f3e8a2053f0cfdf9c285bedd11aa6b4a5c90c75-19-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/f3f435a6c65fa2bf99cefc6f9d2be97d80a1867c-18-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2f9065c5ff33352767bce1134ec7ff87ba9a79d1-17-10-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/eceb35b2224d87ac5a6e5548ec5357a97d62cc76-16-10-2020

 

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