17-03-2022 18:37 - edited 17-03-2022 18:39
Hi all,
This is the third time I come to the forum, sadly about the same issue.
Several months ago I had an engineer come to fix the original installation to fix connection drops. Indeed, cables were installed poorly (sharp curves) and this has fixed most severe issues.
However, since February I am experiencing packet losses that continue throughout the day and night and some are causing complete disconnect for several minutes.
There are also instances of DNS servers being unreachable (Spotify stream music, Youtube plays videos, IP addresses ping but cannot visit any website) at least once a week, regardless whether I use my router's default DNS (I am using Asus RT-AC53) or Cloudflare's DNS addresses.
All these add up to me often reaching out to use USB tethering off my phone's 5G several times a week recently, which is naturally subpar.
Thank you!
Supporting material:
Some very recent BQMs (similar small bursts of packet loss every day):
https://www.thinkbroadband.com/broadband/monitoring/quality/share/811d8e88d2d9c97ac77bb36b526099857ee3f639-14-02-2022
https://www.thinkbroadband.com/broadband/monitoring/quality/share/259d1c65092fe2a8ab3ef5e63b910a07f6d1e63e-17-03-2022
https://www.thinkbroadband.com/broadband/monitoring/quality/share/f04360569a7c9fe6b184a3fcb4db5e52f2ed9b44-16-03-2022
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3cd26f12b95a8ac6d114dfa72bfda2dfb60b4a2-11-03-2022
https://www.thinkbroadband.com/broadband/monitoring/quality/share/79b195a4235093d86446249681dc57de1f63dac6-08-03-2022
February (worst day):
https://www.thinkbroadband.com/broadband/monitoring/quality/share/811d8e88d2d9c97ac77bb36b526099857ee3f639-14-02-2022
Router status:
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
on 17-03-2022 18:38
Downstream channels:
1 | 139000000 | 6.8 | 39 | QAM256 | 1 |
2 | 147000000 | 6.7 | 39 | QAM256 | 2 |
3 | 155000000 | 6.8 | 39 | QAM256 | 3 |
4 | 163000000 | 7.5 | 38.6 | QAM256 | 4 |
5 | 171000000 | 8.2 | 38.6 | QAM256 | 5 |
6 | 179000000 | 8.5 | 39 | QAM256 | 6 |
7 | 187000000 | 8.4 | 39 | QAM256 | 7 |
8 | 195000000 | 8.3 | 40.4 | QAM256 | 8 |
9 | 203000000 | 8.1 | 39 | QAM256 | 9 |
10 | 211000000 | 7.9 | 39 | QAM256 | 10 |
11 | 219000000 | 7.8 | 40.4 | QAM256 | 11 |
12 | 227000000 | 7.4 | 39 | QAM256 | 12 |
13 | 235000000 | 6.8 | 39 | QAM256 | 13 |
14 | 243000000 | 5.8 | 40.4 | QAM256 | 14 |
15 | 251000000 | 5.6 | 39 | QAM256 | 15 |
16 | 259000000 | 4.3 | 39 | QAM256 | 16 |
17 | 267000000 | 4.8 | 39 | QAM256 | 17 |
18 | 275000000 | 5.7 | 39 | QAM256 | 18 |
19 | 283000000 | 6 | 39 | QAM256 | 19 |
20 | 291000000 | 6.1 | 40.4 | QAM256 | 20 |
21 | 299000000 | 5.9 | 39 | QAM256 | 21 |
22 | 307000000 | 6.4 | 38.6 | QAM256 | 22 |
23 | 315000000 | 7.1 | 40.4 | QAM256 | 23 |
24 | 323000000 | 7.7 | 39 | QAM256 | 24 |
25 | 331000000 | 8 | 39 | QAM256 | 25 |
26 | 339000000 | 8.7 | 40.4 | QAM256 | 26 |
27 | 347000000 | 9.1 | 39 | QAM256 | 27 |
28 | 355000000 | 9.1 | 40.4 | QAM256 | 28 |
29 | 363000000 | 9.6 | 40.4 | QAM256 | 29 |
30 | 371000000 | 10.2 | 39 | QAM256 | 30 |
31 | 379000000 | 10.5 | 40.4 | QAM256 | 31 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.983261 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
49 | 96 | 4K | 1880 | QAM4096 | 759 |
49 | Locked | 41 | 8 | 2260620286 | 354 |
on 17-03-2022 18:40
Upstream channels:
1 | 60300000 | 49.3 | 5120 KSym/sec | 64QAM | 5 |
2 | 53700000 | 48.8 | 5120 KSym/sec | 64QAM | 6 |
3 | 39400000 | 47.3 | 5120 KSym/sec | 64QAM | 8 |
4 | 46200000 | 48 | 5120 KSym/sec | 64QAM | 7 |
1 | US_TYPE_STDMA | 0 | 0 | 5 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 2 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
Apologies for three posts - long logs from router 🙂
on 20-03-2022 11:43
Hi Vanitas,
Thanks for posting and sorry to see you're still experiencing some issues with your connection.
I've had a look at things from our side, and can see it's been quite some time since the hub was last rebooted.
Can you please reboot the equipment and let us know if there is any change.
Alex_Rm
on 27-03-2022 15:40
Hello,
I restarted the hub 45min ago (just before 3pm as on the graph below), only 20min later packets started dropping again:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/c057f781eecd5e78e9bc7e66f14bab0a1087c654-27-03-2022
on 29-03-2022 15:58
Hey Vanitas,
Thank you for rebooting the Hub, now you have left it a couple of days how have things been, has the connection improved?
Regard
Paul.
on 06-04-2022 13:09
Hello,
Now its been a week after restarting the Hub, I am still dropping packets and connectivity
Graph from right now:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d7a56e8ea03162981ec6985e6f7d9fde6d3cc27-06-04-2022
I use the broadband for my home office and this is not an acceptable broadband service...
on 08-04-2022 19:04
Hi Vanitas, thanks for the message and sorry to hear that you are having issues with the service and this is not the experience which we want you to have with us. I have checked the system and cannot see any issues with the service at the moment. Can you confirm if you are still having issues with the service? Chris
on 09-04-2022 13:01
Hello,
BQM still shows dropped packets, graph from yesterday 8th April:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/d9350132cb20aacd2bf82625557081a53b24a714-08-04-2022
on 11-04-2022 14:53
Thank you for providing the BQM and I have had a look on our side and can see that there are a few issues now appearing with the specs so I think it will be best to arrange for an engineer to come.
I will send you a PM now to arrange, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
Thank you.