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ritch7
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Message 1 of 32
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Packet loss & Terrible upload speed

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.

 

 

 

 

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Andrew-G
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Message 2 of 32
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Re: Packet loss & Terrible upload speed

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.

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ritch7
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Re: Packet loss & Terrible upload speed

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

 

3.0 Downstream channels

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

214700000011.59999838.983261QAM2562
113900000011.69999738.983261QAM2561
315500000011.50000038.983261QAM2563
416300000010.69999738.983261QAM2564
517100000010.09999838.983261QAM2565
61790000009.69999738.983261QAM2566
71870000009.80000338.983261QAM2567
81950000009.69999738.983261QAM2568
92030000009.50000038.983261QAM2569
102110000009.50000038.983261QAM25610
112190000009.40000240.366287QAM25611
122270000009.40000238.983261QAM25612
132350000009.50000038.605377QAM25613
142430000009.69999738.983261QAM25614
152510000009.69999738.983261QAM25615
162590000009.69999738.983261QAM25616
172670000009.80000338.983261QAM25617
182750000009.69999738.983261QAM25618
192830000009.30000338.983261QAM25619
202910000009.00000038.983261QAM25620
212990000009.09999838.983261QAM25621
223070000009.30000338.983261QAM25622
233150000009.19999738.983261QAM25623
243230000008.69999738.605377QAM25624
253310000008.00000038.605377QAM25625
263390000008.00000038.983261QAM25626
273470000008.19999738.983261QAM25627
283550000008.30000338.983261QAM25628
293630000008.30000338.983261QAM25629
303710000008.40000238.983261QAM25630
313790000008.40000238.983261QAM25631



3.0 Downstream channels

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

2Locked38.98326100
1Locked38.98326100
3Locked38.98326100
4Locked38.98326100
5Locked38.98326100
6Locked38.98326100
7Locked38.98326100
8Locked38.98326100
9Locked38.98326100
10Locked38.98326100
11Locked40.36628700
12Locked38.98326100
13Locked38.60537700
14Locked38.98326100
15Locked38.98326100
16Locked38.98326100
17Locked38.98326100
18Locked38.98326100
19Locked38.98326100
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.60537700
25Locked38.60537700
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked417.41533580960
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ritch7
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Message 4 of 32
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Re: Packet loss & Terrible upload speed

3.0 Upstream channels

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

13260000040.0205995120 KSym/sec64QAM3
24620000040.5205995120 KSym/sec64QAM1
33940000040.2705995120 KSym/sec64QAM2
42580000039.7705995120 KSym/sec16QAM4



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA006

0

 

 

 

 

 

Network Log

Time Priority Description

Wed Dec 8 12:25:56 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:25:56 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:25:58 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:05 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:26:45 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:28 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:27:52 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:24 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:40 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:42 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:28:48 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:29 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:34 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:40 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:54 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:29:57 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:08 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:22 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:40 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:41 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:31:44 20216CM-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 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 12:34:03 20213Received 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 20215MIMO 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 20216CM-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 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Dec 8 18:16:13 20215MIMO 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 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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ritch7
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Message 5 of 32
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Re: Packet loss & Terrible upload speed

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.

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Kain_W
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Message 6 of 32
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Re: Packet loss & Terrible upload speed

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,

Kain
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ritch7
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Message 7 of 32
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Re: Packet loss & Terrible upload speed

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.

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ritch7
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Message 8 of 32
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Re: Packet loss & Terrible upload speed

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. 

 

 

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Sofia_B
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Message 9 of 32
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Re: Packet loss & Terrible upload speed

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, 

Sofia
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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ritch7
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Message 10 of 32
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Re: Packet loss & Terrible upload speed

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.. 

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