Intermittent packet loss

[Jackg94]

Hi, I've been getting random packet loss again, recently a few weeks ago a engineer came and couldn't see any issues apart from tightening some loose cables outside, it was fine for a little while and now it's been playing up again the past few days.

Link to BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/781cc781724dad553d58c430cf528bd3d0...

Will post up/downstreams below

EDIT: Forgot to note I am on Gig1 package with the Hub 5

[Jackg94]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	330000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

64210

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

64209

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

[Jackg94]

Upstream bonded channels

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

0	49600000	42.5	5120	QAM 64	1
1	43100000	42.3	5120	QAM 64	2
2	36600000	42	5120	QAM 64	3
3	30100000	42	5120	QAM 64	4
4	23600000	41.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	2	0	0
1	ATDMA	0	2	0	0
2	ATDMA	0	2	0	0
3	ATDMA	0	2	18	0
4	ATDMA	0	2	18	0

[Jackg94]

Downstream bonded channels

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

1	330000000	7.1	42	QAM 256	25
2	178000000	8.4	42	QAM 256	6
3	186000000	8.4	42	QAM 256	7
4	194000000	8.3	42	QAM 256	8
5	202000000	8	42	QAM 256	9
6	210000000	7.8	42	QAM 256	10
7	218000000	7.6	42	QAM 256	11
8	226000000	7.1	40	QAM 256	12
9	234000000	6.5	42	QAM 256	13
10	242000000	6.4	42	QAM 256	14
11	250000000	6.3	42	QAM 256	15
12	258000000	6.5	42	QAM 256	16
13	266000000	7.4	42	QAM 256	17
14	274000000	7.5	42	QAM 256	18
15	282000000	7.5	42	QAM 256	19
16	290000000	7.6	42	QAM 256	20
17	298000000	7.4	42	QAM 256	21
18	306000000	7.3	42	QAM 256	22
19	314000000	7.2	42	QAM 256	23
20	322000000	7.2	41	QAM 256	24
21	338000000	7.4	41	QAM 256	26
22	346000000	7.3	42	QAM 256	27
23	354000000	6.9	42	QAM 256	28
24	362000000	6.5	42	QAM 256	29
25	370000000	6.1	42	QAM 256	30
26	378000000	5.6	42	QAM 256	31
27	386000000	5.2	41	QAM 256	32
28	394000000	5.1	41	QAM 256	33
29	402000000	5.2	42	QAM 256	34
30	410000000	5.3	41	QAM 256	35
31	418000000	5.2	42	QAM 256	36

Downstream bonded channels

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

1	Locked	42	21	0
2	Locked	42	26	0
3	Locked	42	47	2
4	Locked	42	8	0
5	Locked	42	12	0
6	Locked	42	19	0
7	Locked	42	10	0
8	Locked	40	23	0
9	Locked	42	8	0
10	Locked	42	12	0
11	Locked	42	17	0
12	Locked	42	32	0
13	Locked	42	27	0
14	Locked	42	20	0
15	Locked	42	11	0
16	Locked	42	16	0
17	Locked	42	11	0
18	Locked	42	42	0
19	Locked	42	48	2
20	Locked	41	50	0
21	Locked	41	15	0
22	Locked	42	11	0
23	Locked	42	9	0
24	Locked	42	24	0
25	Locked	42	36	0
26	Locked	42	35	0
27	Locked	41	32	0
28	Locked	41	51	0
29	Locked	42	35	0
30	Locked	41	43	1
31	Locked	42	52	0

[Jackg94]

Was perfect for the weekend now this again...

[Jackg94]

[Carley_S]

Hi @Jackg94 

Sorry to hear you've experience some service concerns recently, I can see that in the area that over the weekend did experience some SNR (signal noise ratio) that might have been the cause of these. 

We do not guarantee a fault free, but we always work to have any faults resolved as soon as possible. Checking your service today, everything is resolved and all looks to be working well now. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[Jackg94]

So not fault free but forever ongoing faults? It's a joke when we have people who rely on a stable connection, the service has been as stable as a chair with a leg missing. I call up VM and I am now 99% sure the people on the phone don't understand what packet loss is but because their "system" doesn't detect faults there is "nothing" wrong. I beg to differ when I have been getting ongoing packet loss spikes for past 2 months now the graph doesn't lie. 

[Molly_T]

Hi Jackg94 👋 thanks for coming back to us, I appreciate these kinds of issues can be frustrating! 

Sincerest apologies that this has been your experience. Having had another look today I can see a couple of disconnections on your hub in the last 24 hours, along with some latency spikes. 

I appreciate you have already had some technicians out regarding these issues but we will need to get another appointment booked in. What I will do this time is also contact the area field team ahead of the appointment to advise these issues have been ongoing for some time, along with this being a repeat visit so they are aware and can do their best to offer support. 

Thank you for your patience whilst we investigate and try to get things sorted. I will send you a  PM to confirm a few account details and get this booked in for you. 📩 You can find my PM in the top right corner of the page in your Inbox. 

We can return to this public thread again when possible! All the best. 🌞