60% Packet Loss

[Comradebo]

I am looking for help as I am beyond my end with the packet loss of my connection.

Long Story short, had 500Mb, on the 12th August I upgraded to Gig1,  Things ran Ok for a bit then over the last 2 weeks the packet loss has been unbearable to the below:

 This as you can see is unusable.  3 Engineers have come round over the last 48 hours claiming that things will be fixed, No they haven't.  The last network engineer went to the cabinet to adjust the slope as it was way out apparently.  It didnt work, I have subsequently downgraded back to 500mb and it's still terrible and unsable.  This is currently on the Hub4

How do I fix this? I have had cable pulls, severed cables, recables, splitters, attenuators all sorts over the last 6months.  Stats below, advise appreciated.

3.0 Downstream channels

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

25	331000000	8.199997	38.983261	QAM256	25
10	211000000	7.599998	38.605377	QAM256	10
11	219000000	7.900002	38.605377	QAM256	11
12	227000000	8.000000	38.605377	QAM256	12
13	235000000	7.599998	38.605377	QAM256	13
14	243000000	7.400002	38.983261	QAM256	14
15	251000000	7.300003	38.983261	QAM256	15
16	259000000	8.000000	38.983261	QAM256	16
17	267000000	8.500000	38.605377	QAM256	17
18	275000000	8.900002	38.983261	QAM256	18
19	283000000	8.099998	38.605377	QAM256	19
20	291000000	7.599998	38.605377	QAM256	20
21	299000000	7.400002	38.983261	QAM256	21
22	307000000	8.300003	38.983261	QAM256	22
23	315000000	9.000000	38.983261	QAM256	23
24	323000000	9.099998	38.983261	QAM256	24
26	339000000	7.800003	38.605377	QAM256	26
27	347000000	7.900002	38.983261	QAM256	27
28	355000000	8.300003	38.605377	QAM256	28
29	363000000	8.900002	38.983261	QAM256	29
30	371000000	9.500000	40.366287	QAM256	30
31	379000000	9.300003	38.983261	QAM256	31
32	387000000	9.000000	40.366287	QAM256	32
33	395000000	9.000000	38.983261	QAM256	33
34	403000000	9.300003	38.983261	QAM256	34
35	411000000	10.000000	38.983261	QAM256	35
36	419000000	10.900002	40.366287	QAM256	36
37	427000000	11.000000	38.983261	QAM256	37
38	435000000	11.099998	38.983261	QAM256	38
39	443000000	11.000000	38.983261	QAM256	39
40	451000000	11.000000	40.366287	QAM256	40

3.0 Downstream channels

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

25	Locked	38.983261	0	0
10	Locked	38.605377	1	0
11	Locked	38.605377	1	0
12	Locked	38.605377	1	0
13	Locked	38.605377	0	0
14	Locked	38.983261	1	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	1	0
18	Locked	38.983261	1	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	40.366287	0	0
31	Locked	38.983261	0	0
32	Locked	40.366287	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	40.366287	0	0
37	Locked	38.983261	0	0
38	Locked	38.983261	0	0
39	Locked	38.983261	0	0
40	Locked	40.366287	0	0

[Comradebo]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

38

4.2

4667366

0

3.0 Upstream channels

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

1	32600000	40.270599	5120 KSym/sec	64QAM	5
2	39400000	40.770599	5120 KSym/sec	64QAM	4
3	46200000	40.770599	5120 KSym/sec	64QAM	3
4	53700000	41.770599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Tue Sep 7 18:08:07 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 18:08:14 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 7 18:13:51 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Andrew-G]

Downstream power levels appear to be too high on some channels, but given three recent visits and the extent of work already carried out, this is looking like one of those problems that is beyond VM's capability to isolate and resolve.  It shouldn't be - it's an RF noise issue somewhere between the back of your hub and the relatively short distance to the street cabinet (including the kit inside), it should be a straightforward job for a technician with the right skills and equipment, but as you've found, sometimes the company struggle.

Note for forum staff: Can this be escalated to the AFM?  No VM connection should show a BQM as skanky as this, and after all the effort already described it looks like it needs a fresh approach.

If this has been going on for six months then you may want to complain and seek compensation for the poor service and ineffective support, but treat that as a separate battle to getting this fixed - you'd probably need to formally complain, be fobbed off and then escalate to CISAS.

[Beth_G]

Hi Comradebo,

Thank you for your post.

I was really sorry to hear of the experience and ongoing issues you've had with your broadband, which is obviously quite evident in your BQM graph. I can certainly imagine how frustrated/exhausted you must be at this point and want to do everything I can to help.

@Andrew-G - I completely agree. I'm going to make contact with the Area Field Manage now and ask what they think the best next step would be. They will most likely arrange for a Senior Engineer to attend.

As soon as I have an update on this for you I will let you know from here. If you need anything else in the meantime @Comradebo just give me a shout.

Kind regards

Beth

[Comradebo]

Thank you both for the response.  I would like 1Gb internet but I thought that the 500Mb downgrade would help.  A reboot on the router this morning has made things worse.

[Beth_G]

Hi Comradebo,

The Area Field Manager has responded and is looking into this case as a priority for you.

He has arranged for a Senior Technician to attend the property tomorrow between 1pm-6pm. I hope that's okay.

A full health check is going to be completed and reported back to him after the visit.

Please do let us know how the visit goes 🙂

Kind regards

Beth

[Comradebo]

Thank you Beth_G

The engineer will not have access to the property tomorrow. Given that I have had all these problems and unable to work, can they come today?

Thanks

[Comradebo]

Just as an update, my next door neighbour has the same issue with 50-60% packet loss.

It has to be a cabinet/network issue here.

[jem101]

---

@Comradebo wrote:

Just as an update, my next door neighbour has the same issue with 50-60% packet loss.

…. Snip

---

And if your neighbour’s BQM looks anything like yours, then I’d bet good money on it being a failing amp in a cabinet.

[Comradebo]

It does. I’ll be posting the stats up tomorrow