High packet loss

[douglascoper]

Hello, my connection keeps buffering or lagging due to high packet loss. I'm using ethernet, and I have 1GB connection. 
Monitor

[Client62]

The results from Realspeed are very odd. 

Is there a known fault in your street ?
Try the automated number 0800 561 0061 to find out.

[douglascoper]

I gave a call and no faults.

[legacy1]

---

@Client62 wrote:

The results from Realspeed are very odd. 

---

Odd? BQM is bad not too sure but I think downstream problem 

[Client62]

Check the VM Hub's Downstream tab, are there many & increasing Post RS / Uncorrected error counts.

[douglascoper]

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

1	331000000	5.4	40	QAM 256	25
2	211000000	8.7	40	QAM 256	10
3	219000000	8.6	27	QAM 256	11
4	227000000	8.3	0	QAM 256	12
5	235000000	8	40	QAM 256	13
6	243000000	7.9	41	QAM 256	14
7	251000000	7.4	40	QAM 256	15
8	259000000	7.4	40	QAM 256	16
9	267000000	7.3	40	QAM 256	17
10	275000000	7	40	QAM 256	18
11	283000000	6.9	40	QAM 256	19
12	291000000	6.6	40	QAM 256	20
13	299000000	6.6	41	QAM 256	21
14	307000000	6.4	40	QAM 256	22
15	315000000	6.2	40	QAM 256	23
16	323000000	5.8	40	QAM 256	24
17	339000000	5.3	40	QAM 256	26
18	347000000	4.9	40	QAM 256	27
19	355000000	4.8	40	QAM 256	28
20	363000000	4.9	40	QAM 256	29
21	371000000	4.8	40	QAM 256	30
22	379000000	5.1	40	QAM 256	31
23	387000000	4.9	40	QAM 256	32
24	395000000	5	39	QAM 256	33
25	403000000	4.8	41	QAM 256	34
26	411000000	4.5	41	QAM 256	35
27	419000000	4.6	40	QAM 256	36
28	427000000	4.3	40	QAM 256	37
29	435000000	4.1	41	QAM 256	38
30	443000000	3.8	40	QAM 256	39
31	451000000	3.6	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	40	0	0
3	Locked	27	12461859	1141653
4	Locked	0	6601	72117
5	Locked	40	3	0
6	Locked	41	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	41	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	0	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	39	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	41	0	0
30	Locked	40	0	0
31	Locked	40	0	0

3.1 Downstream channels

41

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

41

Locked

28

-2.9

398181

13151540

[Client62]

The Post RS Errors / Uncorrected Error are a concern, especially if the numbers are still increasing.

Might be worth checking the coax cables are undamaged and are secure at the Hub and at the Wall,
failing this it is an engineer job to resolve.

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	40	0	0
3	Locked	27	12461859	1141653
4	Locked	0	6601	72117
5	Locked	40	3	0

3.1 Downstream channels

41

Locked

28

-2.9

398181

13151540

[Megan_L]

Hi DouglasCoper, 

Thanks for your post and welcome back to our Community Forums 🙂
I am sorry you're having this problem with your connection, that is a dreadful BQM graph! Very odd indeed.

I can see from our side that you may have managed to get in contact with us about this recently, could you confirm if that's correct please?

If not and you're still looking to book an engineer visit we can do that 😁

Thanks,

Meg

[douglascoper]

The engineer came today, replaced the hub without listening to the packet loss, and said I would get full speed in 24 hours. Now I can't even work from home.

[Carley_S]

Sorry to hear that the engineer didn't resolve the issue or support you on the packet loss concerns. 

We can see that you've since been in touch and have another engineer booked to investigate further, please do keep us posted with how you get on and we'll support further if needed.