Packet loss throughout day

[James233]

For several weeks now have had random packet loss, some days are much worse than others but becoming quite frustrating while trying to play some pc games online causing disconnections. Below is an example of the situation.

Live BQM graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/385549119068c7f1e43cb94c290a1bf6e2cb1881

Downstream bonded channels

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

1	291000000	8.4	40	256 qam	20
2	139000000	9.6	40	256 qam	1
3	147000000	9.5	40	256 qam	2
4	155000000	9.6	40	256 qam	3
5	163000000	9.5	40	256 qam	4
6	171000000	9.9	40	256 qam	5
7	179000000	9.9	40	256 qam	6
8	187000000	10	40	256 qam	7
9	195000000	9.6	40	256 qam	8
10	203000000	9.5	40	256 qam	9
11	211000000	9	40	256 qam	10
12	219000000	9.1	40	256 qam	11
13	227000000	9	40	256 qam	12
14	235000000	8.8	40	256 qam	13
15	243000000	8.5	40	256 qam	14
16	251000000	8.5	40	256 qam	15
17	259000000	8.4	40	256 qam	16
18	267000000	8.4	40	256 qam	17
19	275000000	8.4	40	256 qam	18
20	283000000	8.3	40	256 qam	19
21	299000000	8.3	40	256 qam	21
22	307000000	8.3	40	256 qam	22
23	315000000	8.1	40	256 qam	23
24	323000000	8.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	21412	4304
2	Locked	40.9	302974	303180
3	Locked	40.9	4674630	278216
4	Locked	40.9	301418	27494
5	Locked	40.9	103849	21716
6	Locked	40.9	87214	20269
7	Locked	40.9	71278	18990
8	Locked	40.3	58982	16163
9	Locked	40.9	52208	14217
10	Locked	40.9	47945	12935
11	Locked	40.9	47543	12465
12	Locked	40.9	44097	10946
13	Locked	40.9	36708	8935
14	Locked	40.9	33672	7812
15	Locked	40.3	35713	7466
16	Locked	40.9	35535	7436
17	Locked	40.3	31096	6513
18	Locked	40.9	26864	5787
19	Locked	40.3	24007	5170
20	Locked	40.3	22054	4484
21	Locked	40.9	21796	4337
22	Locked	40.9	18674	3560
23	Locked	40.9	16616	3749
24	Locked	40.3	15335	3040

Upstream bonded channels

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

1	36600000	42.5	5120	64 qam	3
2	23600000	41	5120	64 qam	5
3	30100000	41.5	5120	64 qam	4
4	43100000	43	5120	64 qam	2
5	49600000	44	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	7	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	27	0

[James233]

Network Log

Time Priority Description

18/05/2023 14:47:26	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:50:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:50:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:49:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:49:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:49:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:49:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:49:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:48:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:48:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:48:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:48:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:47:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:47:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 03:29:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 01:41:20	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2023 01:41:20	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2023 11:29:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2023 20:46:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2023 14:25:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Would look to be a SnR issue in your area at random times  

You can check if coaxial are on right

[Beth_G]

Hi James233,

Thanks for your post. Sorry to hear you're having issues with your broadband service.

After having a look from this end, we can see that your power levels are out of spec which will be causing the issues you've been having and we'll need to book in an engineer visit to put them right 😊

I've popped you over a private message so I can take your details and arrange this with you. 

If you're using a desktop version of the Community Forums, you'll be able to find my message at the white envelope in the top right. If on a mobile device, you can access your messages by clicking on your profile picture and going to 'messages'.
Thanks

[Beth_G]

Hi James

Thanks for supplying the requested account details via PM with me. 

I've gone ahead and booked an engineer visit for you, to view or change the appointment time, you can manage your booking here.

I also just need to make you aware, that there may be a £25 charge for the appointment if:

• The customer is not present for the technician visit (aka a missed appointment).
     The fault is due to customer's own equipment.
    The fault is due to damage caused by someone at the customer's premises which we were not aware of.
    The fault is due to theft, loss, or removal of equipment.

Let us know if you need anything else and how the visit goes.

Thanks!