Packet loss & Terrible upload speed

[ritch7]

Same as everyone else, constant red packet loss as shown by a BQM test.

Recently just upgraded to 1gig as well, pretty ridiculous. 

Upload speed down to 3mb, just posting here to add to the list of people to show how diabolical your service is.

You certainly had no issue emailing and texting me every 5 minutes to get your old router back, pathetic.

[Andrew-G]

I'm sure this can be sorted!  Post a link to the BQM (needs to be generated using the "share" option).  You may want to check the BQM is tracking your current IP address.  Next, connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

[ritch7]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0157fe147575d2c0c701a0cf14a8ee23cc...

3.0 Downstream channels

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

2	147000000	11.599998	38.983261	QAM256	2
1	139000000	11.699997	38.983261	QAM256	1
3	155000000	11.500000	38.983261	QAM256	3
4	163000000	10.699997	38.983261	QAM256	4
5	171000000	10.099998	38.983261	QAM256	5
6	179000000	9.699997	38.983261	QAM256	6
7	187000000	9.800003	38.983261	QAM256	7
8	195000000	9.699997	38.983261	QAM256	8
9	203000000	9.500000	38.983261	QAM256	9
10	211000000	9.500000	38.983261	QAM256	10
11	219000000	9.400002	40.366287	QAM256	11
12	227000000	9.400002	38.983261	QAM256	12
13	235000000	9.500000	38.605377	QAM256	13
14	243000000	9.699997	38.983261	QAM256	14
15	251000000	9.699997	38.983261	QAM256	15
16	259000000	9.699997	38.983261	QAM256	16
17	267000000	9.800003	38.983261	QAM256	17
18	275000000	9.699997	38.983261	QAM256	18
19	283000000	9.300003	38.983261	QAM256	19
20	291000000	9.000000	38.983261	QAM256	20
21	299000000	9.099998	38.983261	QAM256	21
22	307000000	9.300003	38.983261	QAM256	22
23	315000000	9.199997	38.983261	QAM256	23
24	323000000	8.699997	38.605377	QAM256	24
25	331000000	8.000000	38.605377	QAM256	25
26	339000000	8.000000	38.983261	QAM256	26
27	347000000	8.199997	38.983261	QAM256	27
28	355000000	8.300003	38.983261	QAM256	28
29	363000000	8.300003	38.983261	QAM256	29
30	371000000	8.400002	38.983261	QAM256	30
31	379000000	8.400002	38.983261	QAM256	31

3.0 Downstream channels

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

2	Locked	38.983261	0	0
1	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	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	38.605377	0	0
14	Locked	38.983261	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	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

7.4

153358096

0

[ritch7]

3.0 Upstream channels

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

1	32600000	40.020599	5120 KSym/sec	64QAM	3
2	46200000	40.520599	5120 KSym/sec	64QAM	1
3	39400000	40.270599	5120 KSym/sec	64QAM	2
4	25800000	39.770599	5120 KSym/sec	16QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	6	0

Network Log

Time Priority Description

Wed Dec 8 12:25:56 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:25:56 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:25:58 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:25:58 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:00 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:05 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:16 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:45 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:48 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:28 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:31 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:52 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:53 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:24 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:25 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:40 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:41 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:42 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 27; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:43 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:48 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:49 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:29 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:30 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:34 2021	6	CM-STATUS message sent. Event Type Code: 1; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:38 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:40 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:44 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:54 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:56 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:57 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:30:00 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:08 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:16 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:22 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:26 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:40 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:41 2021	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 9; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:43 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:44 2021	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:45 2021	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:34:03 2021	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:37:38 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:40:12 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:19 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 18:16:13 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 22:33:34 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[ritch7]

it was fine most of the day, then 10pm hit, packet loss again and upload speed just died. 

I see hundreds of posts on twitter/here about this, too.

[Kain_W]

Hi there Ritch7,

Sorry to hear about the issues you've faced, I can see you've recently had an engineer appointment, please let us know if your service has improved at all.

Kind Regards,

[ritch7]

Was fine for a day before he came, and while he was here back to being bad again from around 9pm like I told him.

The issue is not within my home, I've had this exact issue earlier in the year/last year sometime, I have forum threads on it.

Packet loss has continued again and making things impossible. Needs fixing.

[ritch7]

Packet loss all night again. 

Very fun! 

Will be sending in a complaint through the form and contacting CISAS with all relevant information as this isn't the first time this has happened and many of your engineers (it took 3 last time) don't understand what they are doing unfortunately. 

[Sofia_B]

Thanks for getting back to us @Rich7.

I'm very sorry to hear this, I appreciate this is frustrating and we apologise for any inconvenience caused. 

What did the engineer advise in regard to this? 

Have you raised a formal complaint with us? If not, please let us know and we'll get this raised. If we're unable to resolve the matter to your satisfaction, you'll be able to escalate to a third party. 

Thanks, 

[ritch7]

No, there has been no solution and the engineer didn't understand what he was doing unfortunately.

I have the same issue I had last year, if anyone could just look at the engineer report last time to see what they did to fix it, no one would even have to come to my house..