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420baby's avatar
420baby
Tuning in
2 years ago

Consistent Packet Loss... Still...

Back in 2023 I was experiencing packet loss and slow speed and posted about it.     Unfortunately, two engineer visits later and it's still not fixed. I've switched the router into modem mode and am using a Draytek router - still no luck. 

 

Speeds

Speeds are basically a joke, nowhere near our contract (300MBs) - see image below. Absolutely embarrassing level of service to be providing for £80 a month. 

Connection Quality

I've set up a new BQM for the new router, and as you can see, we're still getting unacceptable levels of packet loss of 5-10%, which makes gaming literally impossible.  

I'm beginning to wonder if the issue is actually fixable or if I'm better off going with another provider, as VM has been typically unhelpful so far - yet another technician visit following my formal complaint. No offer of reduced payments/refunds for the last year of paying for something we're not getting. Any insights/advice would be welcomed!

Will post DS, US and Network logs in replies below.

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  • 420baby's avatar
    420baby
    Tuning in
    2 years ago

    Downstream bonded channels

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

    12350000005.538256 qam13
    21390000008.538256 qam1
    31470000007.638256 qam2
    41550000007.538256 qam3
    5163000000738256 qam4
    61710000006.837256 qam5
    71790000006.537256 qam6
    8187000000737256 qam7
    91950000006.438256 qam8
    102030000005.538256 qam9
    112110000005.538256 qam10
    122190000005.926256 qam11
    132430000005.137256 qam14
    142510000005.338256 qam15
    152590000004.638256 qam16
    162670000004.438256 qam17
    172750000004.538256 qam18
    182830000004.338256 qam19
    192910000004.438256 qam20
    202990000004.537256 qam21
    213070000004.437256 qam22
    223150000004.338256 qam23
    233230000004.638256 qam24



    Downstream bonded channels

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

    1Locked38.62150
    2Locked38.638259
    3Locked38.651288
    4Locked38.6580
    5Locked38.6675144
    6Locked37.623045
    7Locked37.6600
    8Locked37.6230
    9Locked38.6250
    10Locked38.911738
    11Locked38.915464
    12Locked26.41797928505922161269
    13Locked37.31190
    14Locked38.612840
    15Locked38.69735
    16Locked38.9300
    17Locked38.9390
    18Locked38.621939
    19Locked38.612514
    20Locked37.610139
    21Locked37.6750
    22Locked38.9680
    23Locked38.6600
    • 420baby's avatar
      420baby
      Tuning in
      2 years ago

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

      12359983945512064 qam9
      23660000046.5512064 qam3
      33010000046512064 qam4
      44310000045512064 qam2
      54960000046.3512064 qam1



      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1ATDMA0040
      2ATDMA0000
      3ATDMA0000
      4ATDMA0020
      5ATDMA0030

      Network Log

      Time Priority Description

      23/03/2024 17:09:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:09:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:09:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:09:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:06:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:06:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:05:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:05:34Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:05:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:05:7Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:04:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:04:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:01:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:01:54Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:00:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 17:00:4Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 16:59:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 16:59:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 16:58:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      23/03/2024 16:58:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        2 years ago

        Hi there 420baby 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry to hear that you have faced this issue with your service and thank you to our community for their advise so far. Having checked on our side I do think an engineer is needed. I will pop you a private message across so we can arrange this now.

        Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    pretty much a bad connection T3 and one downstream bad

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Looks like a pretty bad connection. You'll need a technician visit to sort this.