Constant latency fluctuations + TV artifacting

[Tizzletom]

Hi there.

Recently I have been having some packet loss along with a largely fluctuating latency, along with the TV artifacting every so often which is quite annoying.

I never get fully disconnected but I can tell when it hits playing a game.

Below are my download and upload stats from the router after a reboot for 20 mins.

Any help would be appreciated

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2691e64f49f9c378d38cad02d2ab02c19c...

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

1	187000000	-4	38	256 qam	7
2	195000000	-4	38	256 qam	8
3	203000000	-4	38	256 qam	9
4	211000000	-4.2	38	256 qam	10
5	219000000	-4.4	38	256 qam	11
6	227000000	-4.5	38	256 qam	12
7	235000000	-4.7	38	256 qam	13
8	243000000	-4.7	38	256 qam	14
9	251000000	-4.5	38	256 qam	15
10	259000000	-4.7	38	256 qam	16
11	267000000	-5	38	256 qam	17
12	275000000	-4.5	38	256 qam	18
13	283000000	-4.2	38	256 qam	19
14	291000000	-4	38	256 qam	20
15	299000000	-4	38	256 qam	21
16	307000000	-3.9	38	256 qam	22
17	315000000	-3.7	38	256 qam	23
18	323000000	-3.5	38	256 qam	24
19	379000000	-2.7	38	256 qam	25
20	387000000	-2.5	38	256 qam	26
21	395000000	-2.2	40	256 qam	27
22	403000000	-2.2	40	256 qam	28
23	411000000	-2.5	38	256 qam	29
24	419000000	-2.7	40	256 qam	30

Downstream bonded channels

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

1	Locked	38.6	20	0
2	Locked	38.9	19	0
3	Locked	38.9	5	0
4	Locked	38.9	4	0
5	Locked	38.9	6	0
6	Locked	38.9	6	0
7	Locked	38.6	5	0
8	Locked	38.9	6	0
9	Locked	38.9	5	0
10	Locked	38.9	7	0
11	Locked	38.9	0	0
12	Locked	38.9	8	0
13	Locked	38.9	4	0
14	Locked	38.9	6	0
15	Locked	38.9	19	0
16	Locked	38.6	11	0
17	Locked	38.6	19	0
18	Locked	38.9	1	0
19	Locked	38.9	0	0
20	Locked	38.9	7	0
21	Locked	40.3	6	0
22	Locked	40.3	5	0
23	Locked	38.9	1	0
24	Locked	40.3	0	0

Upstream bonded channels

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

1	53700000	50.5	5120	64 qam	2
2	39400000	49.5	5120	64 qam	4
3	60300000	51	5120	64 qam	1
4	46200000	50	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Zach_R]

Hi @Tizzletom,

Thank you for sharing that with us, it's really helpful.

From what I can see there, there aren't any major or notable causes of concern. I can see that you said you restarted the router a few days ago - to confirm, was it a factory reset that you performed on the router?

Thanks,
 

[Tizzletom]

Hey Zach.

It's been okay since I restarted but it'll get bad again later down the line.

I didn't reset the router, only rebooted

[Hayley_S]

Hello @Tizzletom.

Thank you for letting us know.

I am sorry to see that you have issues with your internet services.

Please do let us know if it does start to go bad again.

Many thanks,

[Tizzletom]

Hi there. Still not too happy here that I have to keep posting every so often to be told to restart again.

Issues popping up with the TV picture constantly glitching.

Internet is not as noticeable as it used to be but does have its moments

Not sure if 9 uncorrected is high but I could definitely sit here with someone and count the number going up with the picture glitched

Things have been done inside my property to fix the problem and none of them seem to be permanent fixes. Please advise the next steps 

[Molly_G]

Hi @Tizzletom,

Thanks for coming back and I'm so sorry these issues are persisting.

Just so I can try and look further into what's going on here so frequently, I will try and run some tests on the equipment. Please can you ensure that the TV box remains switched 'on' and let me know.

I know you've mentioned your hub was replaced during one of your visits - what have our engineers advised when they have checked your TV issues? 

Kind regards,

[Tizzletom]

Hi Molly thank you for your quick response.

The TV box is now on and out of standby mode.

Engineers haven't really looked at the TV problems as it wasn't something visible, other than the uncorrected number. The last conversation I had with the engineers was that the signals coming into the flat weren't exactly as they wanted but see how it goes. The next thing they were going to check into was the cables between 'the pit' and the block of flats.

Would you agree that the issues with the slight cut out in Internet and the same happening with the TV glitching isn't going to be an equipment issue and more so a cable problem somewhere coming into the flat? 

[Molly_G]

Hi @Tizzletom,

Thanks for your reply and for confirming that. It is possible that this is the case, as I have carried out some further checks on your equipment and all seems clear at the moment from our side - I do apologise again that you are experiencing further issues though.

What I'd like to do is get in touch with the Area Field Manager for further advice here using the information you have outlined that was said on previous occasions and then if necessary, we can book another visit to assess the connection. 

I'll be in touch with any updates.

Kind regards,

[Tizzletom]

Is there any update on what they've said at all? 

[Tizzletom]

Hi there.
I guess we still haven't heard anything back?

[Andrew-G]

This has been going on for months with (apparently) no ownership by VM, and no resolution in sight.  Do you have any other ISP options, most likely those using Openreach?