Getting pretty bad packet loss in games, ping ok

[Kenetor]

This started about 2 days for me, I've just started running a TBM to see if can catch how bad it is.
Hopefully we can get this sorted soon! Thanks in advanced

https://www.thinkbroadband.com/broadband/monitoring/quality/share/324c6c54e20d952d70baea3bfeaf468403694284

Downstream bonded channels

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

1	363000000	0.2	40	256 qam	29
2	219000000	-1.4	40	256 qam	11
3	227000000	-1.4	40	256 qam	12
4	235000000	-1.2	40	256 qam	13
5	243000000	-1.5	40	256 qam	14
6	251000000	-1.7	40	256 qam	15
7	259000000	-1.2	38	256 qam	16
8	267000000	-0.9	40	256 qam	17
9	275000000	-1	40	256 qam	18
10	283000000	-1	40	256 qam	19
11	291000000	-0.7	40	256 qam	20
12	299000000	0	40	256 qam	21
13	307000000	-0.4	40	256 qam	22
14	315000000	-0.2	40	256 qam	23
15	323000000	0.5	40	256 qam	24
16	331000000	0.5	40	256 qam	25
17	339000000	0	40	256 qam	26
18	347000000	0	40	256 qam	27
19	355000000	0.2	40	256 qam	28
20	371000000	0.5	40	256 qam	30
21	379000000	0.7	40	256 qam	31
22	387000000	1.5	40	256 qam	32
23	395000000	1.7	40	256 qam	33
24	403000000	0.7	40	256 qam	34

Downstream bonded channels

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

1	Locked	40.3	4	0
2	Locked	40.3	5	0
3	Locked	40.3	5	0
4	Locked	40.3	7	0
5	Locked	40.3	4	0
6	Locked	40.3	0	0
7	Locked	38.9	5	0
8	Locked	40.3	6	0
9	Locked	40.3	6	0
10	Locked	40.3	5	0
11	Locked	40.9	5	0
12	Locked	40.9	0	0
13	Locked	40.3	4	0
14	Locked	40.3	0	0
15	Locked	40.3	6	0
16	Locked	40.9	0	0
17	Locked	40.3	6	0
18	Locked	40.3	0	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.9	6	0
22	Locked	40.9	5	0
23	Locked	40.9	3	0
24	Locked	40.3	5	0

Upstream bonded channels

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

1	46200075	39.8	5120	64 qam	3
2	25799998	39.8	5120	32 qam	6
3	32600000	39.8	5120	64 qam	5
4	39400036	39.8	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Kenetor]

cant seem to edit my post, so after waiting a few hours the TBQ charts was pure red, just in case it was in error I generated a new one here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6bcc13d3005dec488a28c6b7e0fd92fe840e325d

[Jodi_S]

Hi Kenetor, 

Thanks for posting on our community forums. Sorry to hear that you're experiencing issues with our internet services, we understand the disruption and frustration this causes.

Remotely looking from our end with the details you have provided form your community profile, we have located your account details and run some further diagnostics from our end.

We have detected some SNR issues which will be affecting your services. Due to this we will need to bring you in for a private chat.

I will pop you over a private message so we can look in to this further for you.

Click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Hi Kenetor,

Just a quick note to advise we have booked a technicians appointment for you now, If you wish to re-schedule or cancel you can use the link here .

Kind regards Jodi.

[Steven_L]

Thanks for letting us know that the technician has just arrived @Kenetor. I hope that he can get the issues resolved for you. 

Please let us know how the visit goes, if you get chance when the technician has finished up.

Regards

Steven_L