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pmd_clock
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Awful packet loss, sometimes complete drop requiring hub reboot

I have been having intermittent (well, more bad than good) packet loss since early December with my VM service.

On Gig1 with a SH4, and fibre to the house.

Reported the issue repeatedly, as when it gets really bad the SH4 disconnects and won't reconnect without a physical power cycle, which is a pain if we're not at home. Was promised it was a local area problem and would be fixed on 18th Jan. Which it was... but only for a week. It's back and as bad as ever.

Here is a typical day at the moment (today):

typical_day.png

Here is a bad day, including an outage that required a physical reboot:

complete_outage_day.png

Here's the day it was "fixed" (17th Jan):

the_day_they_fixed_it.png

Here's a "good" day (note, it's still a lot spikier than most BQMs I see on here):

good_day.png

I'm getting nowhere with customer services, they treat each call like I have a wifi issue or ask me to do silly things... I guess I'm at the stage where I'd like to know if it's a problem with my SH or physical fibre, or if there really is a 2+ month local issue that's making my service unreliable... and if so, what will be done to resolve it and when?!

I suspect it's an upstream problem as I am not getting anywhere near full speed with speed tests on upstream but downstream is generally ok.

Here are my power levels etc - from what I can see everything seems to be within spec...

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

263387500001.00000038.983261QAM25626
11387500001.00000038.983261QAM2561
21467500001.09999838.983261QAM2562
31547500001.40000240.366287QAM2563
41627500001.70000140.366287QAM2564
51707500001.90000238.983261QAM2565
61787500002.29999938.983261QAM2566
71867500002.40000238.983261QAM2567
81947500002.40000238.983261QAM2568
92027500002.40000238.983261QAM2569
102107500002.20000138.983261QAM25610
112187500002.40000240.366287QAM25611
122267500002.09999838.983261QAM25612
132347500001.50000038.983261QAM25613
142427500000.90000240.366287QAM25614
152507500000.70000138.983261QAM25615
162587500000.29999938.983261QAM25616
172667500000.00000038.983261QAM25617
18274750000-0.50000038.983261QAM25618
19282750000-0.90000238.983261QAM25619
20290750000-1.09999838.983261QAM25620
21298750000-0.70000138.983261QAM25621
22306750000-0.20000138.983261QAM25622
233147500000.00000038.983261QAM25623
243227500000.40000238.983261QAM25624
253307500000.29999938.605377QAM25625
273467500001.29999938.605377QAM25627
283547500001.00000038.605377QAM25628
293627500001.29999938.605377QAM25629
303707500001.40000238.605377QAM25630
313787500001.29999938.605377QAM25631

 

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

159944K1800QAM4096424

 

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

159Locked421.18403879230

 

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

14620000042.7705995120 KSym/sec64QAM3
22360000042.2705995120 KSym/sec64QAM6
33260000042.2705995120 KSym/sec64QAM5
43940000042.7705995120 KSym/sec64QAM4

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
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pmd_clock
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

Oh, also, some more info - I'm in EN5, High Barnet, (finc22), if that's useful. We were part of the "brand new network for project lightning" in 2019/20.

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pmd_clock
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

Live BQM here: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2e5a7d0802cc20f02f3091e13d7970fa13baef78
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David_Bn
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

Thanks for your post on our Community Forums @pmd_clock, and welcome back to our Community Forums!

I've been able to look in your local area and can see that an outage is present and is estimated to be resolved on 27/02/23 at 15:00.

We certainly hope this doesn't cause too much frustration or inconvenience and we'll all we do to make this a long term fix.

Kindest regards,

David_Bn

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pmd_clock
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

Thanks for replying David.

Unfortunately, it's now the 28th and the issues persist. This was yesterday. As you can see, another total dropout that required manual restart of modem. And ongoing packet loss and severe degradation of service:

still_bad_BQM.png

Do you have an update on when this will be resolved? I'm surprised that the new infrastructure you installed in 2019 seems unable to cope with the customers you've acquired in my area. Anyone able to shed some light on what's actually happening behind the scenes here?

This level of service is unacceptable for me - it's been like this on-and-off (mostly on) for three months. What are my options in terms of compensation or some kind of recognition that this is unacceptable? I know there is compensation for complete service loss, but what about something like this which is an ongoing and continuing issue when I'm paying for a reliable 1Gb service...

 

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pmd_clock
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

@David_Bn - still the same today, can you review my question above when you get the chance please?
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Paulina_Z
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Re: Awful packet loss, sometimes complete drop requiring hub reboot

Hi @pmd_clock,

Thanks for coming back to us about this ongoing issue. I've taken a look at our systems, and I can see that the previous issue that was impacting your services was resolved. However, I can see that a different local issue was identified by our Network team and is currently being worked on.

The local outage is a SNR (Signal to Noise Ratio) Outage which could be impacting your landline, TV, and broadband services. The Fault number is F010283548 the current estimated fix time is showing as Monday 06/03/23 at 3pm.

We understand that this is not ideal and can be very frustrating for you. Our team is aware of this issue and will be working hard to have this issue resolved as soon as possible for you.

Please keep us updated on how you're getting on after this date and time so that we can help further if you're still having any service issues.

Thank you! 🙂

Paulina_Z
Forum Team



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