on 03-02-2022 13:50
Hello,
After a random reboot that happened at night there is a constant loss of packets on the BQM. The reboot occurred on 30/01/2022 and was not initiated by the home users as far as I'm aware.
I think there was a similar instance before that from 17/01 to 18/01 and rebooting the router from the admin page solved it. Now, however, the reboot has no effect and the packet loss continues.
Lagspikes are also a constant issue, I haven't played after the packet loss has started but it was really bad before, as seen on the graphs. As usual, it probably comes down to the over subscription in the area, but please check that as well, if possible.
Tech data below.
Thank you.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ba92e7639c0ffb25e4c120ba4a3bef4a1826282
1 | 330750000 | -9 | 35 | 256 qam | 25 |
2 | 234750000 | -8.2 | 35 | 256 qam | 13 |
3 | 242750000 | -8.2 | 35 | 256 qam | 14 |
4 | 250750000 | -8.2 | 35 | 256 qam | 15 |
5 | 258750000 | -8.4 | 35 | 256 qam | 16 |
6 | 266750000 | -8.5 | 35 | 256 qam | 17 |
7 | 274750000 | -8.7 | 35 | 256 qam | 18 |
8 | 282750000 | -8.7 | 35 | 256 qam | 19 |
9 | 290750000 | -8.7 | 35 | 256 qam | 20 |
10 | 298750000 | -8.4 | 35 | 256 qam | 21 |
11 | 306750000 | -8.5 | 35 | 256 qam | 22 |
12 | 314750000 | -8.5 | 35 | 256 qam | 23 |
13 | 322750000 | -8.7 | 35 | 256 qam | 24 |
14 | 338750000 | -9 | 35 | 256 qam | 26 |
15 | 346750000 | -9 | 35 | 256 qam | 27 |
16 | 354750000 | -9.2 | 35 | 256 qam | 28 |
17 | 362750000 | -9 | 35 | 256 qam | 29 |
18 | 370750000 | -9.4 | 35 | 256 qam | 30 |
19 | 378750000 | -9.5 | 34 | 256 qam | 31 |
20 | 386750000 | -10.2 | 34 | 256 qam | 32 |
21 | 394750000 | -10.7 | 34 | 256 qam | 33 |
22 | 402750000 | -11.5 | 33 | 256 qam | 34 |
23 | 410750000 | -11.7 | 33 | 256 qam | 35 |
24 | 418750000 | -12 | 33 | 256 qam | 36 |
1 | Locked | 35 | 5661 | 24 |
2 | Locked | 35.7 | 32962 | 49 |
3 | Locked | 35.5 | 17299 | 149 |
4 | Locked | 35.5 | 21980 | 194 |
5 | Locked | 35.5 | 43426 | 661 |
6 | Locked | 35.5 | 30825 | 302 |
7 | Locked | 35.5 | 21305 | 630 |
8 | Locked | 35.5 | 14720 | 72 |
9 | Locked | 35 | 4755 | 31 |
10 | Locked | 35 | 31048 | 10 |
11 | Locked | 35.5 | 29206 | 16 |
12 | Locked | 35.7 | 6931 | 4 |
13 | Locked | 35.5 | 10135 | 16 |
14 | Locked | 35.5 | 10051 | 12 |
15 | Locked | 35 | 4905 | 0 |
16 | Locked | 35.5 | 2016 | 0 |
17 | Locked | 35.7 | 7562 | 2 |
18 | Locked | 35 | 15416 | 11 |
19 | Locked | 34.9 | 11827 | 0 |
20 | Locked | 34.9 | 9953 | 0 |
21 | Locked | 34.4 | 24468 | 0 |
22 | Locked | 33.9 | 96374 | 10 |
23 | Locked | 33.8 | 266561 | 10822 |
24 | Locked | 33.4 | 391638 | 1 |
Answered! Go to Answer
on 11-04-2022 09:28
Just to avoid any useless questions about whether the quality of the connection has improved, here is the BQM for today.
It actually is much worse now than it was before any works were done in the area (both in terms of average latency and packet loss).
on 11-04-2022 12:08
Hi @bel-akor,
I am very sorry to hear you're facing some ongoing connection issues. I've checked over things on our systems, and it appears there's a known fault in the area that we're working on. It looks like we've discussed this earlier in the thread too.
The current estimated fix date/time is approximately 9:00am on April 20th 2022. Apologies for the ongoing inconvenience.
Thanks,
on 11-04-2022 12:43
Hello, Zach,
Yes the area fault was supposed to be fixed several times already, it seems. We also had a new cable installation proposed by an engineer, which never happened as well.
How long does it take to fix these issues? It will be 3 months, which is insane to have this going and more than enough time to solve all the problems. Not having a reliable connection for 3 months despite immediately reporting all the faults are providing extensive information from our side is an unimaginably poor service.
When will we have the area problems sorted for good and when will the new cable be installed?
I would really like to avoid being asked whether the issues are suddenly gone by themselves while no substantial work has been done for for the fix. So please, provide some specific dates for when we can expect the services to be fully functional, not in another stage of waiting for another obscure an distant fix date.
Thank you.
13-04-2022 13:23 - edited 13-04-2022 13:24
Hi @bel-akor thanks for getting back to us.
I am really sorry to hear your connection issues are ongoing. I have checked our systems from here and can confirm my colleague's advice regarding the area issue is still up to date. The estimated fix date/time is 20th April at 9:00am. However (and I am really sorry) I do need to advise that this is an estimated date/time only. I fully appreciate your frustration, especially around the length of time that you've had the issue for. Ideally we would like to have the issue resolved much quickly than it's taking. As for the matter of your external cabling, I am going to drop you a quick private message, so that we can investigate this on your behalf.
Regards
Lee_R
28-04-2022 10:08 - edited 28-04-2022 10:45
Hello,
I'm posting an update on the situation. Looks like the constant packet loss is gone for now, so at least there's that. However, the BQM seemingly became worse overall on top of the huge latency spikes and packet loss happening between 8-10 PM (screenshot attached). There was an explanation for this from another topic but it would be nice to receive some comment on it. Are the local/global latency issues going to be addressed? If the is a local fault involved on top of the global routing issues, do we need to wait for another engineer visit or areal fix? Please see the attached screenshot for reference. I am referring to the local problems because, fi we exclude the peak time routing pattern, the BQM is still showing a lot of spikes for our connection specifically. On previous days, while the packet loss was present, there were much less spikes.
Also, it seems that the service status page's interface changed. I can't check the are status now and I'm getting a different message instead (also attached). Please advise, whether this is a known situation? I don't have immediate access to the account to check it every time. Previously it gave info about the faults in the area.
Thank you
on 28-04-2022 21:05
I would also like to add that the DS channels' power levels are still below the normal range and the upstream is almost at the highest threshold even though this was reported and identified since the very first engineer visit way back:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -3.9 | 36 | 256 qam | 25 |
2 | 234750000 | -3.5 | 36 | 256 qam | 13 |
3 | 242750000 | -3.7 | 36 | 256 qam | 14 |
4 | 250750000 | -3.5 | 36 | 256 qam | 15 |
5 | 258750000 | -3.7 | 36 | 256 qam | 16 |
6 | 266750000 | -3.7 | 36 | 256 qam | 17 |
7 | 274750000 | -3.7 | 36 | 256 qam | 18 |
8 | 282750000 | -3.5 | 36 | 256 qam | 19 |
9 | 290750000 | -3.7 | 36 | 256 qam | 20 |
10 | 298750000 | -3.2 | 36 | 256 qam | 21 |
11 | 306750000 | -3.2 | 37 | 256 qam | 22 |
12 | 314750000 | -3.4 | 37 | 256 qam | 23 |
13 | 322750000 | -3.7 | 36 | 256 qam | 24 |
14 | 338750000 | -4 | 36 | 256 qam | 26 |
15 | 346750000 | -4.4 | 36 | 256 qam | 27 |
16 | 354750000 | -4.5 | 36 | 256 qam | 28 |
17 | 362750000 | -4.5 | 37 | 256 qam | 29 |
18 | 370750000 | -4.9 | 36 | 256 qam | 30 |
19 | 378750000 | -5 | 36 | 256 qam | 31 |
20 | 386750000 | -5.5 | 36 | 256 qam | 32 |
21 | 394750000 | -6 | 36 | 256 qam | 33 |
22 | 402750000 | -6.7 | 35 | 256 qam | 34 |
23 | 410750000 | -7 | 35 | 256 qam | 35 |
24 | 418750000 | -7.4 | 35 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 13401 | 11 |
2 | Locked | 36.6 | 30898 | 49 |
3 | Locked | 36.3 | 46514 | 0 |
4 | Locked | 36.6 | 32754 | 356 |
5 | Locked | 36.6 | 35044 | 503 |
6 | Locked | 36.6 | 41653 | 22 |
7 | Locked | 36.6 | 36212 | 24 |
8 | Locked | 36.6 | 112454 | 28 |
9 | Locked | 36.6 | 162444 | 145 |
10 | Locked | 36.6 | 76938 | 11 |
11 | Locked | 37.3 | 104118 | 117 |
12 | Locked | 37.6 | 393839 | 10328 |
13 | Locked | 36.6 | 53058 | 60 |
14 | Locked | 36.6 | 143123 | 330 |
15 | Locked | 36.6 | 25279 | 4 |
16 | Locked | 36.6 | 6042 | 0 |
17 | Locked | 37.3 | 23710 | 14 |
18 | Locked | 36.6 | 74145 | 25 |
19 | Locked | 36.3 | 2103 | 0 |
20 | Locked | 36.3 | 10946 | 6 |
21 | Locked | 36.6 | 40621 | 4 |
22 | Locked | 35.7 | 27851 | 14 |
23 | Locked | 35.5 | 34502 | 59495 |
24 | Locked | 35.7 | 40999 | 0 |
1 | 60300000 | 49.8 | 5120 | 64 qam | 1 |
2 | 39400000 | 45.8 | 5120 | 64 qam | 4 |
3 | 46200031 | 46.8 | 5120 | 64 qam | 3 |
4 | 53699998 | 48.3 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
on 28-04-2022 21:05
Time Priority Description
28/04/2022 19:57:50 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 07:35:11 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 06:56:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 06:34:14 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/04/2022 04:45:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2022 18:50:13 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2022 18:12:46 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2022 18:12:46 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2022 02:48:40 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/04/2022 01:21:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 22:14:21 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 18:29:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 02:08:53 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/04/2022 00:21:22 | notice | SW download Successful - Via NMS |
26/04/2022 00:19:38 | notice | SW Download INIT - Via NMS |
25/04/2022 23:05:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/04/2022 10:39:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/04/2022 09:33:7 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/04/2022 22:15:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/04/2022 19:43:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 01-05-2022 11:16
Hi bel-akor,
Thank you for your post. I'm very sorry for the issues you're having with your broadband service.
I have taken a look on our system and it is showing you have a reported area fault.
The fault reference for this is: F009761777.
The estimated fix date is: 03 MAY 2022
^Martin
on 04-05-2022 21:47
I assume nothing has been fixed and, let me guess, the estimated date for the fix is sometime next week?
The DS channels are getting worse, the global evening latency problem is not resolved and quite honestly I don't know, what this company is doing.
on 07-05-2022 11:23
Hi bel-akor,
Thank you for reaching back out, apologies for any inconvenience caused, there is still an SNR issue in the are, (Signal to Noise Ratio) this is generally caused by a damaged or exposed cable making noise on the Network and can take a while to locate and fix, this was raised on 09/04/22 and the estimated fix date which may change is 11/05/22.
Regards
Paul.