High packet loss

[James233]

Hi, have had an ongoing issue over the last year where I have experienced high amounts of packet loss which can be very frustrating. Have had over 5 technicians out to fix the problem, me and a neighbor were apparently sharing a line running to a house as we live in a flat then were told we were getting a "high speed line" put in so we each had our own line however they only put one new line in and the technicians that keep coming out keep swapping it between me and my neighbors connection.

So either we have the "high speed line" and the internet is perfect and they are getting disconnected and packet loss or the other way around. Our internet was fine for months until today when the neighbor had a technician out again and presumably swapped the lines again. As soon as he left we started getting packet loss and disconnections again is there anyway this can be sorted out.

     https://www.thinkbroadband.com/broadband/monitoring/quality/share/1071098cc67762c07bc902e22a8661505e...

[James233]

3.0 Downstream channels

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

1	331000000	0.3	41	QAM 256	25
2	139000000	-1.8	41	QAM 256	1
3	147000000	-1.5	41	QAM 256	2
4	155000000	-1.1	41	QAM 256	3
5	163000000	-1.1	41	QAM 256	4
6	171000000	0.8	41	QAM 256	5
7	179000000	0.5	41	QAM 256	6
8	187000000	0.1	41	QAM 256	7
9	195000000	0	41	QAM 256	8
10	203000000	0.1	41	QAM 256	9
11	211000000	0.2	41	QAM 256	10
12	219000000	0.5	41	QAM 256	11
13	227000000	0.3	41	QAM 256	12
14	235000000	0.2	41	QAM 256	13
15	243000000	0.1	41	QAM 256	14
16	251000000	0	41	QAM 256	15
17	259000000	0	41	QAM 256	16
18	267000000	0.1	41	QAM 256	17
19	275000000	0.1	41	QAM 256	18
20	283000000	0	41	QAM 256	19
21	291000000	0.3	41	QAM 256	20
22	299000000	0.3	41	QAM 256	21
23	307000000	0.4	41	QAM 256	22
24	315000000	0.3	41	QAM 256	23
25	323000000	0.4	41	QAM 256	24
26	339000000	0.3	41	QAM 256	26
27	347000000	0.3	41	QAM 256	27
28	355000000	0.2	41	QAM 256	28
29	363000000	0.3	41	QAM 256	29
30	371000000	0.4	41	QAM 256	30
31	379000000	0.8	41	QAM 256	31
32	387000000	0.5	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	25496	2121
2	Locked	41	2613	1431
3	Locked	41	123117	13935
4	Locked	41	110564	12516
5	Locked	41	112091	12307
6	Locked	41	160359	13593
7	Locked	41	118112	10510
8	Locked	41	76454	9092
9	Locked	41	1295	1651
10	Locked	41	1046	1015
11	Locked	41	988	1031
12	Locked	41	964	983
13	Locked	41	988	1024
14	Locked	41	936	941
15	Locked	41	992	1022
16	Locked	41	1002	1118
17	Locked	41	25909	4745
18	Locked	41	493	990
19	Locked	41	24791	3491
20	Locked	41	43275	3232
21	Locked	41	23900	2332
22	Locked	41	23274	2143
23	Locked	41	22249	1820
24	Locked	41	30593	1981
25	Locked	41	27110	1861
26	Locked	41	24404	1598
27	Locked	41	23104	1584
28	Locked	41	22141	1751
29	Locked	41	20766	1847
30	Locked	41	18095	1540
31	Locked	41	15858	1568
32	Locked	41	12855	1448

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

1.7

88552657

2966

[James233]

3.0 Upstream channels

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

0	49600000	55.5	5120	QAM 64	1
1	43100000	44	5120	QAM 64	2
2	36600000	44.5	5120	QAM 64	3
3	30100000	54	5120	QAM 64	4
4	23600000	44.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	2	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	9	0
4	ATDMA	0	0	47	2

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

38.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

[David_Bn]

Thanks for reaching out to us on our Community Forums @James233, and welcome back!

Sorry to see the issues you've been experiencing on the connection, since your neighbour had the engineer visit.

I understand that you have been able to arrange for an engineer visit to be arranged to your property, and invite you to offer us an update when possible.

Thanks,

David_Bn

[James233]

Hi David, 

Still having the same issues on my connection, obviously a problem with the cable running into my house but the engineers that come out only want to replace the internal wiring which has been done now atleast 7 times but seem not to care when I let them know that.  

[James233]

Theyre sending someone out this friday to install a new line into the house

[John_GS]

Hi @James233 

Thanks for coming back to us. 

Please let us know how today's visit goes.