High ping/packetloss for weeks

[Realitea]

Since I've moved to a new address I've been plagued by nothing but short outages, high ping spikes and packetloss. Also since moving here I've had to deal with 2 network outages over the course of a few weeks, one lasting 24 hours and the other one roughly 12 due to engineers "fixing" network issues in my area and it hasn't gotten any better since that maintenance and repair has taken place. I'm less than 5 minutes from my own address, almost in the same post code but the old address isn't getting anywhere near the amount of problems I am. Any help would be appreciated this is getting to a point where I want to switch providers just to see if it'll help. My connection is wired, as are all my computers. This is happening across all devices. 

It's also important to note that I've had I think 3 engineers booked to come and look at my network just to have them cancelled because there's "issues in my area". Bear in mind that after those issues have been "resolved" nothing ends up getting fixed and I end up getting back on the phone trying to get another one. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5770dd05d4a3fc4e5888b2dfce638216ae30bb0b-01-10-2021

3.0 Downstream channels

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

25	330750000	4.099998	38.983261	QAM256	25
18	274750000	5.000000	40.366287	QAM256	18
19	282750000	4.900002	40.366287	QAM256	19
20	290750000	4.300003	38.983261	QAM256	20
21	298750000	4.099998	38.983261	QAM256	21
22	306750000	4.199997	38.983261	QAM256	22
23	314750000	4.300003	38.605377	QAM256	23
24	322750000	4.500000	38.983261	QAM256	24
26	338750000	4.199997	38.983261	QAM256	26
27	346750000	3.799999	38.983261	QAM256	27
28	354750000	4.000000	38.983261	QAM256	28
29	362750000	3.799999	38.983261	QAM256	29
30	370750000	4.000000	38.983261	QAM256	30
31	378750000	3.900002	38.983261	QAM256	31
32	386750000	3.900002	38.605377	QAM256	32
33	394750000	4.099998	38.983261	QAM256	33
34	402750000	3.799999	38.983261	QAM256	34
35	410750000	4.400002	38.983261	QAM256	35
36	418750000	4.699997	38.983261	QAM256	36
37	426750000	5.199997	38.983261	QAM256	37
38	434750000	5.500000	38.605377	QAM256	38
39	442750000	5.500000	38.605377	QAM256	39
40	450750000	5.500000	38.983261	QAM256	40
41	458750000	4.900002	38.605377	QAM256	41
42	466750000	5.500000	38.983261	QAM256	42
43	474750000	4.599998	38.605377	QAM256	43
44	482750000	5.000000	38.983261	QAM256	44
45	490750000	4.300003	38.983261	QAM256	45
46	498750000	4.699997	38.983261	QAM256	46
47	506750000	4.400002	38.983261	QAM256	47
48	514750000	4.400002	38.605377	QAM256	48

3.0 Downstream channels

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

25	Locked	38.983261	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	10	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	0	0
38	Locked	38.605377	0	0
39	Locked	38.605377	0	0
40	Locked	38.983261	0	0
41	Locked	38.605377	0	0
42	Locked	38.983261	0	0
43	Locked	38.605377	0	0
44	Locked	38.983261	0	0
45	Locked	38.983261	0	0
46	Locked	38.983261	0	0
47	Locked	38.983261	0	0
48	Locked	38.605377	0	0

[Realitea]

3.0 Downstream channels

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

25	330750000	4.199997	38.605377	QAM256	25
18	274750000	5.300003	40.946209	QAM256	18
19	282750000	5.199997	40.366287	QAM256	19
20	290750000	4.599998	40.366287	QAM256	20
21	298750000	4.199997	38.983261	QAM256	21
22	306750000	4.400002	38.983261	QAM256	22
23	314750000	4.500000	38.983261	QAM256	23
24	322750000	4.699997	38.605377	QAM256	24
26	338750000	4.300003	40.366287	QAM256	26
27	346750000	3.900002	38.983261	QAM256	27
28	354750000	4.099998	40.366287	QAM256	28
29	362750000	3.900002	38.983261	QAM256	29
30	370750000	4.199997	38.983261	QAM256	30
31	378750000	4.000000	38.983261	QAM256	31
32	386750000	4.000000	38.983261	QAM256	32
33	394750000	4.199997	38.983261	QAM256	33
34	402750000	3.799999	38.983261	QAM256	34
35	410750000	4.500000	38.983261	QAM256	35
36	418750000	4.800003	38.983261	QAM256	36
37	426750000	5.300003	38.983261	QAM256	37
38	434750000	5.599998	38.605377	QAM256	38
39	442750000	5.599998	38.983261	QAM256	39
40	450750000	5.599998	38.983261	QAM256	40
41	458750000	5.000000	38.983261	QAM256	41
42	466750000	5.500000	38.983261	QAM256	42
43	474750000	4.699997	38.983261	QAM256	43
44	482750000	5.000000	38.983261	QAM256	44
45	490750000	4.300003	38.983261	QAM256	45
46	498750000	4.599998	38.983261	QAM256	46
47	506750000	4.300003	38.983261	QAM256	47
48	514750000	4.400002	38.983261	QAM256	48

3.0 Downstream channels

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

25	Locked	38.605377	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.983261	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	0	0
38	Locked	38.605377	0	0
39	Locked	38.983261	0	0
40	Locked	38.983261	0	0
41	Locked	38.983261	0	0
42	Locked	38.983261	0	0
43	Locked	38.983261	0	0
44	Locked	38.983261	0	0
45	Locked	38.983261	0	0
46	Locked	38.983261	0	0
47	Locked	38.983261	0	0
48	Locked	38.983261	0	0

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

4.9

445467996

78

[Realitea]

3.0 Upstream channels

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

1	60300000	45.520599	5120 KSym/sec	64QAM	9
2	39400000	45.520599	5120 KSym/sec	64QAM	12
3	46200000	45.520599	5120 KSym/sec	64QAM	11
4	53700000	45.520599	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Andrew-G]

The network log confirms that there's far too many timeout errors occurring, and they'll be a nightmare when you're trying to use the internet.  But from what I can see there's still nothing obviously wrong with power levels, modulation, SNR on either upstream or downstream, other than some post-RS (uncorrectable) errors on the DOCSIS 3.1 channel.  Because that carries about half of the bandwidth on a 1 Gbps connection, it can be disproportionately damaging to have any uncorrectables on that one channel.

I'll flag this for the forum staff to take a look and advise (don't accept an "all looks good from our side" response). 

[Lee_R]

Hi Realitea, thanks for posting and welcome back to our community

Sorry to hear you're experiencing multiple issues with your internet service which is impacting your usage and and enjoyment.  I would like to take a closer look.  I am going to send you a private message.

Regards

Lee_R

[Realitea]

Cheers @Andrew. I've unfortunately been through this song and dance before at a different address albeit many years ago and it was not this frustrating to get someone out to take a look. I don't know what changed but it almost seems to be impossible to get an engineer out to look at things these days. As said in the original post I've had 3 engineers booked and all cancelled even though I've stated I'm still having problems. Hopefully now with me messaging VM on here I can get someone to sort this out. 

[Lee_R]

Hi @Realitea thanks for confirming your details on private message.

I have booked the first available technician appointment.  This can be viewed and amended here: here.

Regards

Lee_R

[Realitea]

Engineer came today, swapped my hub out, all the cabling, replaced everything outside and went to the exchange/cabinet and placed me on a lesser used line and swapped everything down there to get me the most balanced levels. He's going to keep an eye out on it and call me in a few days to see how it's been, fingers crossed.