packet loss

[nick777]

Hello

I have seen regular bouts of packet loss for the last few months.  There is no loss for a week and then we get a couple of days of intermittant loss.  Today I see loss of about 10%, based on continuous ping to google.com, which makes working from home very difficult and browsing awkward too.

The online issue detector sometimes says there is a problem in my postcode and sometimes not.  If I ask it twice in a row it can contradict itself.

The volume flow (Mb/s) is good when the connection is up but the poor jitter and latency, and frequent packet loss make for a tough time.

Why does this happen? Can it be fixed?

[Adduxi · Accepted solution]

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[nick777]

Thank you Adduxi,

Here you go...

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	138750000	146750000	154750000	162750000	170750000	178750000	186750000	194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	-5.00	-5.39	-5.82	-6.09	-6.73	-7.45	-8.48	-8.75
RxMER (dB)	36.17	36.61	35.42	35.97	36.84	36.39	36.17	36.17
Pre RS Errors	11198197	5348004	873681	74644	417312	29139	10076	1454
Post RS Errors	433927	824	10719	34249	638	495	353	609

Network log:

Network Log

First Time	Last Time	Priority	Error Number	Description
09/06/2023 12:20:46 GMT	09/06/2023 12:20:46 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:18:43 GMT	09/06/2023 12:18:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:18:26 GMT	09/06/2023 12:18:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:15:43 GMT	09/06/2023 12:15:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:15:26 GMT	09/06/2023 12:15:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:12:43 GMT	09/06/2023 12:12:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:12:26 GMT	09/06/2023 12:12:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:09:43 GMT	09/06/2023 12:09:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:09:26 GMT	09/06/2023 12:09:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:06:43 GMT	09/06/2023 12:06:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:06:26 GMT	09/06/2023 12:06:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:05:55 GMT	09/06/2023 12:05:55 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:03:43 GMT	09/06/2023 12:03:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:03:26 GMT	09/06/2023 12:03:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:02:33 GMT	09/06/2023 12:02:33 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:02:18 GMT	09/06/2023 12:02:18 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:00:43 GMT	09/06/2023 12:00:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 12:00:26 GMT	09/06/2023 12:00:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 11:57:43 GMT	09/06/2023 11:57:43 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync
09/06/2023 11:57:26 GMT	09/06/2023 11:57:26 GMT	Critical (3)	84000500	SYNC Timing Synchronization failure - Loss of Sync

[Adduxi]

Your power levels are way too low.  They should be between -6 and +10.

I would also be looking to get your Hub upgraded FOR FREE to a Hub 3 at least.  Those old 8 channel SH2(ac) are no longer able to use the full channel width of the VM network, and is hampering your broadband supply.

[nick777]

Thanks Adduxi

Will upgrading the Hub solve the issue of low power levels?  I assume that it is caused by my current hub being old rather than something to do with the electricity supply in my area?

I will ask VM for an upgrade then.

Cheers

[John_GS]

Hi @nick777 

Thanks for posting and welcome to the community.

I am sorry to hear of any issues you're having with the packet loss. I can see you've spoke to the team and ordered a new router.

There is also an SNR issue in your area, (signal to noise ratio). F010719076 fault number. The estimated fix date is the 16th June. 

Please do monitor the connection after this period and report back any issues.

Best wishes.