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Aivisons
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Massive packet loss...

Hey,

I don't even know where to start and post, since gaming is involved i'll post here...

My old Hub2 was faulty, kept disconnecting WiFi, I've ordered replacement which put me in a new contract for 12 months and £30 charge for this madness. It's impossible to watch something online, from YouTube I can get 15-20 seconds of video then it freezes for 2-10 seconds. Gaming online - can forget about it, disconnects from everything in like 4-10 minutes. Even simple browsing- you keep clicking links or facebook while you can for maybe 1 minute then everything freezes for 10 seconds and after loads the page. It's just insane, if wish I would just switch to another provider instead of new 12 month contract and £30 charge to replace faulty router. I did call the support and they said everything is fine and works perfectly, really ???

123.png1234.png12345.png123456.png

Area 31

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Superuser
Superuser
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Message 2 of 20
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Re: Massive packet loss...

Can you post your upstream and downstream power levels..

 

Go to 192.168.0.1

 

Do NOT LOG IN- Click router status

 

hub31.jpg

 

And post Downstream and Upstream levels..

 

shub32.png

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Message 3 of 20
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Re: Massive packet loss...

Downstream bonded channels

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

1435000000-6.238256 qam4
2411000000-4.538256 qam1
3419000000-5.538256 qam2
4427000000-5.538256 qam3
5443000000-6.538256 qam5
6451000000-6.738256 qam6
7459000000-6.538256 qam7
8467000000-6.238256 qam8
9475000000-638256 qam9
10483000000-6.238256 qam10
11491000000-638256 qam11
12499000000-6.538256 qam12
13507000000-638256 qam13
14515000000-6.438256 qam14
15523000000-6.538256 qam15
16531000000-7.238256 qam16
17539000000-7.237256 qam17
18547000000-7.937256 qam18
19555000000-8.237256 qam19
20563000000-8.237256 qam20
21571000000-8.937256 qam21
22579000000-9.236256 qam22
23587000000-8.737256 qam23
24595000000-8.437256 qam24



Downstream bonded channels

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

1Locked38.9508256552206
2Locked38.9344476556
3Locked38.6221931011
4Locked38.9239632956
5Locked38.6183033396
6Locked38.64122910007447
7Locked38.6419899222
8Locked38.63677855227
9Locked38.63117138993
10Locked38.63155941592
11Locked38.92917540804
12Locked38.62695743261
13Locked38.93142839524
14Locked38.61949828014
15Locked38.62049853832
16Locked38.6184228704
17Locked37.3232229503
18Locked37.6652169191
19Locked37.33024448297
20Locked37.33020944954
21Locked37.62903850314
22Locked36.63285546800
23Locked37.33284834385
24Locked37.630196

37312

 

Upstream bonded channels

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

1357999543.875512064 qam2
2457999863.925512064 qam1
3273999253.85512064 qam3
4537000253.975512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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legacy1
Alessandro Volta
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Message 4 of 20
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Re: Massive packet loss...

Can you do a ping to 194.168.4.100 to see if you get packet loss their.

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Re: Massive packet loss...

Doesn't look like,

Ping statistics for 194.168.4.100:
Packets: Sent = 120, Received = 120, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 17ms, Average = 8ms

This is todays BQM

321.png

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Forum Team (Retired) Tom_S
Forum Team (Retired)
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Message 6 of 20
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Re: Massive packet loss...

Hi Aivisons, welcome to our community forums.

 

I am sorry to hear that you've been experiencing issues with your broadband service at the moment. I noticed that you advised you were experiencing issues with the WiFi service. Are all these tests run over a WiFi connection?

Have you been able to check the connection quality over an ethernet connection?

 

Thanks

Tom_S

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legacy1
Alessandro Volta
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Message 7 of 20
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Re: Massive packet loss...

Problem looks to be a routing issue not a Docsis issue if you run more pings to 194.168.4.100 and get no packet loss.

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Message 8 of 20
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Re: Massive packet loss...

Ping statistics for 194.168.4.100:
Packets: Sent = 760, Received = 749, Lost = 11 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 244ms, Average = 13ms

No, i'm struggling with wired connection, however it affects wifi in the same way. Netflix is stoping every 30 seconds, youtube the same, browsing web same and disconnects from game sometimes imediately, sometimes in 5 minutes. But DC is 100% early or later. It does look better today if you look at BQM, but when i tried to ping that ip address i got fair few packet loss Smiley Sad

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Forum Team
Forum Team
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Message 9 of 20
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Re: Massive packet loss...

Thanks for sharing some further results Aivisons, 

I am going to send you a private message so I can access your account and take a closer look at your set up. 

Thanks, 

Dean C

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Superuser
Superuser
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Message 10 of 20
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Re: Massive packet loss...

what about the downstream - no one has commented on that - levels too low and pre and post rs errors shot to hell

why does VM need to access the users account to take a closer look

@Kev_B - it may not be the root cause but come on its a start

____________________

Tony
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