High Ping, Jitter and Packet Loss - DY5

[Exilatron]

Hello,

For the past 2 months I've experienced large fluctations in my ping, jitter and packet loss. My area is DY5.

My first attempt to resolve this was booking an engineer as the socket for the coax cable was very loose. I had experienced something similar with Sky which ended up fixing the problem. After the engineer visited to replace the socket and firmly screw it in place, the problem faded for about a week.

Ever since, my ping and jitter spike consistently throughout the day until recently where I'm barely able to stream Netflix. I called the customer service line and was told there is a fault in my area which had an ETA of 20th September. Clearly this is just a review of the fault.

The current setup is a Hub 3 with the M350 package and I use a powerline adapater to connect with my PC.

I ran a ping plotter to 8.8.8.8 which showed an average ping of 90 from 5pm until 8:30pm this evening that I can link if needed.

Below is a BQM just from this afternoon through to the evening with a consistent problem.

Also see the below speedtest which show moderate ping and jitter at the router and a large increase at my PC.

[Client62]

The Upload / Download speeds at the Hub look a little low for M350.

Might be worth a check of the Hub's connection stats

Also a call to 08001 561 0061 to see if there is a local fault affecting your street.

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

[Exilatron]

Hi Client62,

I've called the service status phone number but there's no faults in my area.

The Downstream and Upstream data you've mentioned is all fine and within the acceptable ranges.

Downstream bonded channels

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

1	331000000	6.5	38	256 qam	25
2	219000000	7.6	38	256 qam	11
3	227000000	7.4	38	256 qam	12
4	235000000	7.3	38	256 qam	13
5	243000000	7.1	38	256 qam	14
6	251000000	7.3	38	256 qam	15
7	259000000	7	38	256 qam	16
8	267000000	6.8	38	256 qam	17
9	275000000	6.4	38	256 qam	18
10	283000000	6.4	38	256 qam	19
11	291000000	6.5	38	256 qam	20
12	299000000	6.8	38	256 qam	21
13	307000000	6.8	38	256 qam	22
14	315000000	6.6	38	256 qam	23
15	323000000	6.6	38	256 qam	24
16	339000000	6.6	38	256 qam	26
17	347000000	6.6	38	256 qam	27
18	355000000	6.9	38	256 qam	28
19	363000000	7.1	38	256 qam	29
20	371000000	7.1	38	256 qam	30
21	379000000	7	38	256 qam	31
22	387000000	6.5	38	256 qam	32
23	395000000	6.5	38	256 qam	33
24	403000000	6.5	38	256 qam	34

Downstream bonded channels

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

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

Upstream bonded channels

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

1	49600161	37.7	5120	64 qam	1
2	23599969	36.3	5120	64 qam	5
3	30100000	36.3	5120	64 qam	4
4	36600026	37.8	5120	64 qam	3
5	43099971	37.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Here's the BQM for overnight and into the morning.

[Steven_L]

Hey Exilatron,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked further into this and can now see that there is an area fault that has a current estimated fix time of 3.30pm on Monday 25th September. I hope that we can get this resolved for you before that date and time. 

Kind Regards,

Steven_L

[Exilatron]

Hi Steven,

Thanks for the information. Can you confirm that the fault has definitely been received and logged? Whenever I use the the service status checker page or call the service status line, no fault has been received.

If the fault has been logged, are you able to give a reference number in the event I need to escalate the problem?

Regards

[legacy1]

Mmm yes a fault of too many people in the area uploading and a simple ping being stuck in the buffer for way longer then it needs too welcome to 2023 and VM buffering in the upstream.

or maybe many computers in the area are part of a botnet and flooding the upstream

[Exilatron]

Hi Steven,

Is there any update on the problem?

After making a complaint, it was communicated that work would be completed 3pm Friday 28th September and the issue should be fixed.

I can confirm that the issue still exists and I'm now suffering from almost 20% packet loss.

See the following for more details https://www.thinkbroadband.com/broadband/monitoring/quality/share/e94d382b49abc09a0ce6677b87d3a22cb7... 

Surely this isn't acceptable service and has now persisted for several weeks since I reported this to customer service over the phone.

Can you please guarantee a rsponse and an absoulte time of repair?

I'm paying for a service that I'm barely receiving and is incredibly unfair. The automatic compensation will never apply to the dreadful connection as it's not measured.

If the problem persists, I will persue contacting Ombudsman in the intention to be released from the contract and compensation for poor service and lack of repair.

Regards

[John_GS]

Hi @Exilatron 

Thanks for coming back to the thread. The SNR issue has seemingly been resolved 🙂

I do hope your issue has too - please do pop back to the thread if you need further assistance.

Best wishes.

[Exilatron]

Hi John,

It appears that the ping fluctation has somewhat been resolved as I'm not receiving high levels but it's still consistently bad.

See the following: https://www.thinkbroadband.com/broadband/monitoring/quality/share/559f9fbdf172f62a6f110e659a2e2b66d0... 

I fear that there could be a router / cabling problem.

Could you provide some information on the next steps we can take?

Regards

[Client62]

Whilst VM are fixing the service, take a look at how is the desktop computer connected to the VM Hub.  

Whatever the method, it is loosing over 80% of the available speed and adding considerable Jitter and Latency.