on 26-01-2022 11:40
Hello there,
I am hoping someone can help or offer some advice, which will be gratefully received. We have been experiencing packet loss on our line for a few weeks now. I just hung on hoping it would go away, but alas it has not 😊
I have been checked internal equipment and can see no evidence of internal loss, Wi-Fi quality appears to be good.
The issue is causing some severe problems with work meetings and presentations via Zoom\Teams and of course playing online games with friends. Often I am unable to really speak and get involved in the conversation because most of what I say is cut out. Though I have now gotten quite good at filling in the blanks with other people talking 😅
I have been running continuous pings and have managed to tie up packet loss with the dropped audio\video, however have started running a trace using ThinkBroadband as I have seen some others do here. Not much data yet, but posting the live link here for now anyway, because the loss is quite clear I think.
Answered! Go to Answer
on 26-01-2022 14:29
Thanks for getting back to me TezzaC and providing those details over PM 🙂
I've arranged the engineer visit for you, you can view the time and date of the appointment via your online account here
Alex_Rm
on 26-01-2022 11:41
Continued....
Here are the details from my router. (From what I understand the power levels for up and down look within range? Albeit with quite some drift between channel 1-3 and 28-31 But I am no expert of course 😶)
26 | 339000000 | -2.099998 | 38.983261 | QAM256 | 26 |
1 | 139000000 | -0.299999 | 38.983261 | QAM256 | 1 |
2 | 147000000 | -0.500000 | 38.605377 | QAM256 | 2 |
3 | 155000000 | -0.799999 | 37.636276 | QAM256 | 3 |
4 | 163000000 | -1.200001 | 37.636276 | QAM256 | 4 |
5 | 171000000 | -1.299999 | 37.636276 | QAM256 | 5 |
6 | 179000000 | -1.700001 | 38.605377 | QAM256 | 6 |
7 | 187000000 | -1.799999 | 38.605377 | QAM256 | 7 |
8 | 195000000 | -1.799999 | 38.983261 | QAM256 | 8 |
9 | 203000000 | -2.000000 | 40.366287 | QAM256 | 9 |
10 | 211000000 | -2.400002 | 38.983261 | QAM256 | 10 |
11 | 219000000 | -2.599998 | 38.983261 | QAM256 | 11 |
12 | 227000000 | -2.900002 | 38.605377 | QAM256 | 12 |
13 | 235000000 | -3.099998 | 38.983261 | QAM256 | 13 |
14 | 243000000 | -3.099998 | 38.983261 | QAM256 | 14 |
15 | 251000000 | -3.200001 | 38.605377 | QAM256 | 15 |
16 | 259000000 | -2.700001 | 38.983261 | QAM256 | 16 |
17 | 267000000 | -2.000000 | 38.983261 | QAM256 | 17 |
18 | 275000000 | -1.700001 | 38.983261 | QAM256 | 18 |
19 | 283000000 | -2.099998 | 38.983261 | QAM256 | 19 |
20 | 291000000 | -2.099998 | 38.983261 | QAM256 | 20 |
21 | 299000000 | -2.000000 | 38.605377 | QAM256 | 21 |
22 | 307000000 | -2.000000 | 38.983261 | QAM256 | 22 |
23 | 315000000 | -1.900002 | 38.983261 | QAM256 | 23 |
24 | 323000000 | -1.900002 | 38.983261 | QAM256 | 24 |
25 | 331000000 | -2.099998 | 38.983261 | QAM256 | 25 |
27 | 347000000 | -2.599998 | 38.983261 | QAM256 | 27 |
28 | 355000000 | -3.400002 | 38.983261 | QAM256 | 28 |
29 | 363000000 | -3.900002 | 38.605377 | QAM256 | 29 |
30 | 371000000 | -4.099998 | 38.605377 | QAM256 | 30 |
31 | 379000000 | -4.400002 | 38.605377 | QAM256 | 31 |
26 | Locked | 38.983261 | 1 | 0 |
1 | Locked | 38.983261 | 12 | 0 |
2 | Locked | 38.605377 | 25 | 0 |
3 | Locked | 37.636276 | 62 | 0 |
4 | Locked | 37.636276 | 59 | 0 |
5 | Locked | 37.636276 | 41 | 0 |
6 | Locked | 38.605377 | 21 | 0 |
7 | Locked | 38.605377 | 11 | 0 |
8 | Locked | 38.983261 | 8 | 0 |
9 | Locked | 40.366287 | 4 | 0 |
10 | Locked | 38.983261 | 3 | 0 |
11 | Locked | 38.983261 | 7 | 0 |
12 | Locked | 38.605377 | 6 | 0 |
13 | Locked | 38.983261 | 4 | 0 |
14 | Locked | 38.983261 | 3 | 0 |
15 | Locked | 38.605377 | 7 | 0 |
16 | Locked | 38.983261 | 1 | 0 |
17 | Locked | 38.983261 | 3 | 0 |
18 | Locked | 38.983261 | 2 | 0 |
19 | Locked | 38.983261 | 1 | 0 |
20 | Locked | 38.983261 | 2 | 0 |
21 | Locked | 38.605377 | 3 | 0 |
22 | Locked | 38.983261 | 0 | 0 |
23 | Locked | 38.983261 | 1 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 4 | 0 |
28 | Locked | 38.983261 | 3 | 0 |
29 | Locked | 38.605377 | 5 | 0 |
30 | Locked | 38.605377 | 8 | 0 |
31 | Locked | 38.605377 | 14 | 0 |
on 26-01-2022 11:41
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 39 | -7.4 | 195575631 | 14554 |
1 | 46200000 | 52.770599 | 5120 KSym/sec | 64QAM | 3 |
2 | 25800000 | 50.770599 | 5120 KSym/sec | 64QAM | 6 |
3 | 32600000 | 51.770599 | 5120 KSym/sec | 64QAM | 5 |
4 | 39400000 | 51.770599 | 5120 KSym/sec | 64QAM | 4 |
1 | US_TYPE_STDMA | 0 | 0 | 6 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 4 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 5 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 8 | 0 |
on 26-01-2022 14:00
I've marked that for staff to take a look. Problem appears to be power levels that are a bit of a mess. That might be your connection, in which case the staff can book a technician, or it might be an area SNR fault, in which case there should already be work in progress to fix things, and probably won't need a visit to your property.
on 26-01-2022 14:18
Hi TezzaC,
Thanks posting and welcome to our community 🙂
Sorry to see you've had some issues with your connection.
I've been able to locate your account using your forum information and there does look to be a power issue, it's something I'll need to arrange a technician for.
I'll need to confirm a few details with you first so I've popped you over a private message (purple envelope, top right hand corner)
Alex_Rm
on 26-01-2022 14:26
Thank you both for your kind support, I have the PM and have responded.
Looking forward to a visit. 😁
All the best!
on 26-01-2022 14:29
Thanks for getting back to me TezzaC and providing those details over PM 🙂
I've arranged the engineer visit for you, you can view the time and date of the appointment via your online account here
Alex_Rm
on 01-02-2022 12:50
Thanks for your response @TezzaC.
How have your services been running since the visit from the technician?
Regards,
Steven_L