Usual high Packet loss M46 area

[BGL]

You have a network issue impacting me again and it is presenting in the usual manner of dropped packets and high latency.

The phone status reports ‘engineers ,are on it and it’s a more complex than usual, taking longer etc’,  online service checker sees no issues.

This is as it always presents issues for me these days.
Could an eta for a resolution for this current issue be provided?

Thanks

[Steven_L]

Hey BGL,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into the issues that you're having and there is an SNR issue in your area, that has a current resolution date of Monday 30th and the fix time is 14:10.

Kind Regards,

Steven_L

[BGL]

Exact same issues as per above - any updates on a fix?

[Megan_L]

Hi BGL,

Thanks for coming back to this post about your poor broadband connection, I am sorry if it's continuing to cause frustration for you. 

I understand your last post was in regards to an area outage which was resolved, I have checked on your services for any information connecting to this at present and I cannot see any faults on our side. Your Hub's stats are all in spec, there are no area outages and everything is looking good on our side. 

Would you be able to set up a BMQ graph so we can visually see what's occurring on your side please? 

Could you also tell me if the intermittent issues occur on WIFI, wired or both connections please?

Would you be able to login to your Online Account and perform a diagnostic test just to cover any issues that my system didn't pick up? 

Thanks,

Megan_L

[BGL]

Hi Megan,

a BQM graph is embedded in my Autosignature. The VM phone number confirmed an issue as per before that was ‘more complex than usual etc’

This is not an issue localised to me - router stats look fine at present as you say. At the time of posting the upstream QAM had dropped to 16 on all channels.

online test at the time reported an issue and recommended a Hub reboot , this obviously did nothing to rectify the network issue.

Wifi is the same as wired connections as the issue is on the VM network and the last two time recognised as such by the fault status line (online portal reported no issues as usual which was incorrect)

[BGL]

In update to this it dropped again today at 19.45pm - for the first time in a long time it actually reported, No Internet / No RF signal, on the HUB and had zero power levels for upstream and downstream channels (Obviously) I did nothing and it has come back on again.

[Ashleigh_C]

Hi there @BGL 

Thank you for keeping us updated and we are so sorry that you have experienced another drop, I have taken a look and I can see the Hub is all in spec as we would expect and SamKnows seems as expected also.

How have things been since your last post? 

[BGL]

Lost comms at 2am on Thursday briefly but other than that as you can see now it’s up.

[BGL]

It's struggling again today with packet loss.
FYI - Last Sunday I logged a report for the cabinet I connect to having it's panel left wide open exposing the inner workings - so something appears to be being worked on somewhere.

[Molly_T]

Hi BGL 👋

Thanks for returning to keep us updated! 

Sorry to hear the packet loss has been an issue. I can see there was a fault opened under reference F010515949 which has since been resolved. 

From the stats on your hub and the BQM, things look good for now. 

Please keep us posted on if you have any further issues and we will do our best to offer further support! 

Wishing you all the best. 🌞