Jitter and packet loss every day for the last few months

[debx1]

I've been having daily jitter and packet loss, I notice it when gaming, having video calls at work and even when just surfing the web, e.g. getting disconnected from chat apps. This is being extremely frustrating.

I'm using an ethernet cable and I have tried restarting the modem (Hub version 3), using it with and without my own router, using modem vs router mode. From Wireshark I didn't get a lot of info, but have seen up to 15s of no packets registered. I used Hyperoptic in my previous address and had 2 years of literally zero jitter and low latency with the same setup (cables, my own router, computer, etc).

BQM from today (Sunday), I have been having heavy jitter between 4pm and 8pm:

Live BQM graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3df506065f2ed90fc507dbf59591946f25...

See screenshots for channels after a modem restart, there are no logs around the time jitter was happening today:

(edited mac addresses below)

[debx1]

See some packet loss just now when pinging Twitter:

[debx1]

Packet loss when pinging Akamai.com:

[Client62]

At least 4 Upstream channels are expected and all in QAM 64. Here only 2 are present, 1 degraded to QAM 16.

Is there a local service fault ?  Check via 0800 561 0061 - it is an automated service.

[debx1]

Thanks for the reply. There was no service fault after calling 0800 561 0061. Same from my account in the VM web site (intentionally hidden part of the post code):

All the 4 URLs/IPs that I'm pinging had packet loss only until 11:30pm yesterday, that's probably a sign of oversubscription in my area, I'll keep running this PingPlotter tool for a few days:

Updated BQM also clearly shows packet loss from 7pm to 11pm:

This happens very frequently, I notice it almost every day and it's been really frustrating. Should I ask for a technician to come over and see if there's anything that can be done?

[Zoie_P · Accepted solution]

Hi @debx1,

Thank you for your post and welcome to our forums 🙂 
I am so sorry to see you are having issues with your internet and packet loss. I have checked our systems and can see there is an issue with your upstream, that would require a tech. I can get this booked in for you and will pop you over a PM. Just keep an eye out for the little envelope 📩
Thanks,

Zoie

[Zoie_P]

Thank you for messaging with me @debx1, I am glad I could get this booked in for you.
Please keep us posted on how your visit goes and how your service is looking after. 
Zoie 😊

[debx1]

The technician just removed a 3-way splitter that was making the signal weaker, now I see higher power values (~5dBmV instead of ~0) and 4 upstream channels (instead of 2), but only 2 of them are 64 QAM. I'll report back if I'm still having packet loss after a few days. Or else they recommended to ask for a new modem as I have a Hub 3.

[Daniel_Et]

Hi @debx1, thank you for the update.

How have things been since you posted?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[debx1]

Looking better during the following 48h after the visit, no packet loss across the board yet: