Consistent Packet Loss... Still...

[420baby]

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.

[420baby]

Downstream bonded channels

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

1	235000000	5.5	38	256 qam	13
2	139000000	8.5	38	256 qam	1
3	147000000	7.6	38	256 qam	2
4	155000000	7.5	38	256 qam	3
5	163000000	7	38	256 qam	4
6	171000000	6.8	37	256 qam	5
7	179000000	6.5	37	256 qam	6
8	187000000	7	37	256 qam	7
9	195000000	6.4	38	256 qam	8
10	203000000	5.5	38	256 qam	9
11	211000000	5.5	38	256 qam	10
12	219000000	5.9	26	256 qam	11
13	243000000	5.1	37	256 qam	14
14	251000000	5.3	38	256 qam	15
15	259000000	4.6	38	256 qam	16
16	267000000	4.4	38	256 qam	17
17	275000000	4.5	38	256 qam	18
18	283000000	4.3	38	256 qam	19
19	291000000	4.4	38	256 qam	20
20	299000000	4.5	37	256 qam	21
21	307000000	4.4	37	256 qam	22
22	315000000	4.3	38	256 qam	23
23	323000000	4.6	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	215	0
2	Locked	38.6	382	59
3	Locked	38.6	512	88
4	Locked	38.6	58	0
5	Locked	38.6	675	144
6	Locked	37.6	230	45
7	Locked	37.6	60	0
8	Locked	37.6	23	0
9	Locked	38.6	25	0
10	Locked	38.9	117	38
11	Locked	38.9	154	64
12	Locked	26.4	1797928505	922161269
13	Locked	37.3	119	0
14	Locked	38.6	128	40
15	Locked	38.6	97	35
16	Locked	38.9	30	0
17	Locked	38.9	39	0
18	Locked	38.6	219	39
19	Locked	38.6	125	14
20	Locked	37.6	101	39
21	Locked	37.6	75	0
22	Locked	38.9	68	0
23	Locked	38.6	60	0

[420baby]

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

1	23599839	45	5120	64 qam	9
2	36600000	46.5	5120	64 qam	3
3	30100000	46	5120	64 qam	4
4	43100000	45	5120	64 qam	2
5	49600000	46.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	3	0

Network Log

Time Priority Description

23/03/2024 17:09:49	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:09:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:09:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:09:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:06:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:06:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:05:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:05:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:05:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:05:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:04:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:04:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:01:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:01:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:00:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 17:00:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 16:59:29	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 16:59:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 16:58:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/03/2024 16:58:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

pretty much a bad connection T3 and one downstream bad

[jpeg1]

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

[Ashleigh_C]

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.