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Awful packet loss, sometimes complete drop requiring hub reboot

Joining in

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):


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


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


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


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



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



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



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


Joining in

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.

Live BQM here:

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,


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:


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...


@David_Bn - still the same today, can you review my question above when you get the chance please?

Forum Team (Retired)
Forum Team (Retired)

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! 🙂

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Still not fixed - slightly lower packet loss but clearly still an issue:


And still getting total drop-outs that require a modem restart:



This is now ongoing for nearly 4 months. I raised a complaint (C-2003231455) which got resolved because apparently it's a technical issue that you were going to fix. I seem to be going round in circles here - it's not being fixed, I keep getting told it will be, I complain it's been going for too long, and get told it's going to get fixed, but it doesn't, etc. etc. This isn't really an acceptable way of dealing with customers who are paying for a high quality service, in my opinion?

If this is an ongoing issue in my area then is it affecting other customers the same way? Would an engineer visit help to rule out anything specific for me?


Hi pmd_clock, 

Thanks for coming back to us on this one. We're sorry to hear these issues are still continuing for you. 

Taking a look at things this end, there is no longer an area fault affecting you. When running some checks on the hub, I can see a long term performance issue is being indicted however the uptime of the hub is also over 7 days at present. As the area fault has closed since then, can you please give your hub a full reboot by turning it off at the mains for a few minutes?

This will refresh everything and allow us to getting a clearer picture of what's going on. 

Can you also share the live URL link for your BQM graph so we can monitor this live as with screenshot pictures, we are unable to determine when these are from. 

Many thanks,

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

And so, it starts again:


Live BQM here:


FYI - It DID get better after a reboot (not perfect though), but today has just kicked in again 😞