Intermittent drop outs and high packet loss

[tigger2014]

Ive had on going issues for months, A number of things have been done by networks to resolve the issue but it appears to be ongoing.

I  think levels look ok to me?

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

1	163000000	2.2	38	256 qam	4
2	139000000	3.2	38	256 qam	1
3	147000000	3.2	38	256 qam	2
4	155000000	2.5	38	256 qam	3
5	171000000	2	38	256 qam	5
6	179000000	1.7	38	256 qam	6
7	187000000	1.7	38	256 qam	7
8	195000000	1.4	40	256 qam	8
9	203000000	1	38	256 qam	9
10	211000000	0.9	38	256 qam	10
11	219000000	0.7	40	256 qam	11
12	227000000	0.5	38	256 qam	12
13	235000000	0.2	38	256 qam	13
14	243000000	-0.5	38	256 qam	14
15	251000000	-1	38	256 qam	15
16	259000000	-0.7	38	256 qam	16
17	267000000	0	38	256 qam	17
18	275000000	0.5	40	256 qam	18
19	283000000	0.7	40	256 qam	19
20	291000000	0.5	40	256 qam	20
21	299000000	0.5	40	256 qam	21
22	307000000	0.5	40	256 qam	22
23	315000000	0.2	40	256 qam	23
24	323000000	0.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	360	0
2	Locked	38.9	466	0
3	Locked	38.9	416	0
4	Locked	38.6	382	0
5	Locked	38.9	325	0
6	Locked	38.9	246	0
7	Locked	38.9	220	0
8	Locked	40.9	216	0
9	Locked	38.6	193	0
10	Locked	38.6	162	0
11	Locked	40.3	162	0
12	Locked	38.9	134	0
13	Locked	38.6	118	0
14	Locked	38.6	110	0
15	Locked	38.9	108	0
16	Locked	38.9	96	0
17	Locked	38.6	89	0
18	Locked	40.3	65	0
19	Locked	40.9	63	0
20	Locked	40.3	48	0
21	Locked	40.3	70	0
22	Locked	40.3	60	0
23	Locked	40.9	79	0
24	Locked	40.3	62	0

Upstream bonded channels

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

1	46200000	39.5	5120	64 qam	3
2	39400000	38.5	5120	64 qam	4
3	53700000	41	5120	64 qam	2
4	60300000	41.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	10	0

[tigger2014]

Hello,

Still an issue today

[tigger2014]

Hi,

Fault is still present, Can i get an update with the new reference number and estimated fix please?

I also have an open complaint regarding this as its been on going for months, Ive had no phone calls or anything regarding the complaint but was sent a rather insulting letter that suggests my property is the issue, clearly the handler of the complaint did not read over the vast notes on the account and just sent me a generic template. 

This is rapidly approaching going to the ISPA and the ombudsman

Thanks

[David_Bn]

Good Afternoon @tigger2014, I've been able to look into the local area and can see that the known outage is estimated to be resolved on 30/06/22 at 15:10.

We apologise for the ongoing frustration this has caused you.

Kindest regards,

David_Bn

[tigger2014]

Hello,

I think all the area issues are now resolved, connection is a lot better generally but still has bad days like today, I was contacted by the resolve team and was assured a follow up call, I think they have tried to get in touch but timing was awful and i was in meetings unable to answer, Is it possible to get a note over to them somehow to get them to give me another call back. They were also assisting with a rather awful handling of a complaint.

Cheers

[Kath_F]

Hi tigger2014, 

Thanks for your post and update on how things have been with your connection. 

Taking a look at things this end, I can see that the area fault has indeed closed so this is no longer affecting you. The hub is showing online and all the levels look good too. 

In terms of the resolutions team, we're unable to arrange call backs via the Forums I'm afraid. You can give the team a call on 150 / 0345 454 1111 and they'll be able to help though. 

Let us know how you get on by coming back and updating the thread. 

Thanks, 

[tigger2014]

A couple of months later and i appear to be back in the same position, although this time it does look to be RS error issue, at least not on my segment.

Seems like with the rather heavy rain we had on the night of the 7th it appears to have all gone belly up again. Not saying the rain is the cause but is certainly suspicious.

Called up today and got told to jump through the usual hoops, Pin hole reset etc and like clockwork it of course didn't help.

This time however it got me thinking my Hub is not appearing to drop off however packet loss jumps up to a level when you notice it browsing the web and especially on work calls. I wonder if the upstream gateway is having issues, Ive added a BQM of my GW (WAN IP ending in .1)

BQM of the upstream Gateway https://www.thinkbroadband.com/broadband/monitoring/quality/share/7945deafec5fea8b724a3349f991cbcc49... 

It certainly looks like the upstream gateway is having similar packet loss to me, Might need passing over the networking team beyond usual field support.

Also below is an example of when im getting packet loss to the internet (1.1.1.1 or 8.8.8.8 for example) but no packet loss at all to the upstream gateway

Internet ping being the green line

Upstream gateway ping being the orange line (right at bottom of graph)

Ive ended up with another engineer visit booked for this Thursday, Will see what the outcome of that is but this is certainly looking like an issue external to my property/line, But as always must jump through the usual hoops to get anywhere.

BQM of my line

BQM live https://www.thinkbroadband.com/broadband/monitoring/quality/share/849a14578c9f9c272403d7e43b026c6930...

10th https://www.thinkbroadband.com/broadband/monitoring/quality/share/dd6a83ecbc7afa6e6aa376ab6cf9e02b58...

9th https://www.thinkbroadband.com/broadband/monitoring/quality/share/9dca375561f9b7e0b87468c26f1fc71a4e... 

8th https://www.thinkbroadband.com/broadband/monitoring/quality/share/7a26bb8cf67f8b598172df41f937ecad10...

7th https://www.thinkbroadband.com/broadband/monitoring/quality/share/ab3ebe87de4c0e17d8dda736d34832834e...

[Kath_F]

Hi tigger2014, 

Thanks for your post and apologies to hear your issues are back. 

As you've mentioned you have an engineer booked, we'll need to wait until this visit completes. If there is anything needing to be referred up to the Networks team, the engineer will do this  whilst there. 

Please keep us posted on how the visit goes. 

Many thanks,