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Packet loss issue

Hi there,

I'm hoping someone can help with an issue I am having with packet loss. Basically, I am trying to livestream to Twitch but I have this consistent packet loss which is making it near impossible to have a smooth stream. The stream will just periodically freeze for up to 10 seconds and then return to normal.

I have just had two Virgin engineers out this afternoon who said everything seemed perfect but didn't seem to understand the problem I was having. They replaced the hub and the line going into the wall from the hub but the issue still persists.

The BQM to show the packet loss I'm talking about is below, granted it's not insanely bad but it's consistent enough to feel like an issue. The large red section is when they unplugged my SH. I can provide more graphs from the past week if needed.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b01acb1f5532812337743113ce5979aafd160e33-25-05-2020

Thank you

 

Stats from the new SH:

Downstream bonded channels

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

14110000005.938256 qam33
22190000007.440256 qam11
3227000000738256 qam12
42350000007.340256 qam13
52430000007.138256 qam14
6251000000740256 qam15
7259000000740256 qam16
82670000006.638256 qam17
92750000006.638256 qam18
102830000006.538256 qam19
112910000006.638256 qam20
122990000006.640256 qam21
133070000006.638256 qam22
143150000006.838256 qam23
153230000005.838256 qam24
163470000005.438256 qam25
173550000005.938256 qam26
183630000005.538256 qam27
193710000005.138256 qam28
20379000000638256 qam29
213870000005.638256 qam30
223950000005.537256 qam31
234030000005.438256 qam32
244190000004.537256 qam34



Downstream bonded channels

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

1Locked38.6100
2Locked40.960
3Locked38.660
4Locked40.350
5Locked38.940
6Locked40.370
7Locked40.340
8Locked38.920
9Locked38.960
10Locked38.970
11Locked38.950
12Locked40.380
13Locked38.950
14Locked38.670
15Locked38.620
16Locked38.680
17Locked38.650
18Locked38.950
19Locked38.940
20Locked38.680
21Locked38.690
22Locked37.6140
23Locked38.690
24Locked37.6630
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Re: Packet loss issue

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000004.5512064 qam6
2462000004.525512064 qam5
3258000004.375512064 qam8
4326000004.45512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Packet loss issue

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c1a784aee46651bcfa0cd9cae84802b0aa4f17a-26-05-2020

BQM as of 4pm yesterday when the engineers left. Latency and everything else is totally fine but these little packet loss spikes just make it impossible to stream, hope someone can give me some insight into why this is happening.

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Re: Packet loss issue

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bd21341942b23808325e23fb03e856ebfb743827-27-05-2020

BQM of the last 24 hours, I notice there's a point on the graph roughly between 4-7pm where there was no packet loss and again between 4-7am this morning. Tried a test stream as of 12PM today and I dropped frames within the first two minutes... I'm not really sure what the issue is here. Hoping to get a response since I've already had two engineers out.

droppedframes.PNG

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Re: Packet loss issue

Hi JoshT1,

 

Thanks for your post.

 

I'm sorry that you're still having problems with packet loss since our engineers have visited you. 

 

I'd like to see what we can do as we may need to get someone else out, so I'm going to pop you a private message now.

 

Thanks


Melissa 

 

 

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Re: Packet loss issue

Hi I am currently getting the same problem dropped frames and Red box on OBS. I was streaming to mixer from 5pm today at 5000 bitrate and suddenly about 8pm my upload took a massive dive and now i cannot stream to mixer so im just wondering is it around 8pm this happens to you ? 

Wibbzy

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