High packet loss and frequent disconnects from 3pm onwards

[ElectricMonk]

Hi,

Like many other people here I have begun to suffer from high packet loss from the late afternoon and through the evening.  At best it means constant time-outs when browsing the web and buffering of streaming services and Youtube, at worst it causes a complete loss of net connection.

It's also causing issues maintaining a connection to my employer's VPN which is making home working nigh-impossible from 3pm onwards.  My connection was fine until around a week ago, so something has definitely changed somewhere.

BQM and Hub logs below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/289fe7dfe7565b155ecb259c6a95f4589b3d6c7c-27-06-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c639ee23952054c6b9be6b1808ca2e738f23f362-26-06-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79046fa4dcc5ebec7a1a7d98458d250c09801b66

Downstream bonded channels

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

1	291000000	10.3	40	256 qam	20
2	139000000	14.9	40	256 qam	1
3	147000000	14.6	40	256 qam	2
4	155000000	14.5	40	256 qam	3
5	163000000	14.1	40	256 qam	4
6	171000000	14	40	256 qam	5
7	179000000	13.4	40	256 qam	6
8	187000000	13.4	40	256 qam	7
9	195000000	12.9	40	256 qam	8
10	203000000	12.5	40	256 qam	9
11	211000000	12.5	40	256 qam	10
12	219000000	12	40	256 qam	11
13	227000000	12	40	256 qam	12
14	235000000	11.5	40	256 qam	13
15	243000000	10.9	40	256 qam	14
16	251000000	10.5	40	256 qam	15
17	259000000	10.6	40	256 qam	16
18	267000000	10.4	40	256 qam	17
19	275000000	10.8	40	256 qam	18
20	283000000	10.5	40	256 qam	19
21	299000000	10.9	40	256 qam	21
22	307000000	11	40	256 qam	22
23	315000000	10.6	40	256 qam	23
24	323000000	10.1	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	7	0
2	Locked	40.9	3	0
3	Locked	40.9	6	0
4	Locked	40.9	19	0
5	Locked	40.9	17	0
6	Locked	40.3	20	0
7	Locked	40.9	19	0
8	Locked	40.3	18	0
9	Locked	40.9	18	0
10	Locked	40.9	6	0
11	Locked	40.9	1	0
12	Locked	40.3	5	0
13	Locked	40.3	8	0
14	Locked	40.3	5	0
15	Locked	40.3	0	0
16	Locked	40.9	5	0
17	Locked	40.3	7	0
18	Locked	40.9	5	0
19	Locked	40.3	5	0
20	Locked	40.9	6	0
21	Locked	40.3	17	0
22	Locked	40.9	12	0
23	Locked	40.9	16	0
24	Locked	40.9	7	0

Upstream bonded channels

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

1	53700000	37.3	5120	32 qam	2
2	39400000	35.8	5120	32 qam	4
3	46200000	36.5	5120	64 qam	3
4	60300000	38.3	5120	32 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	13	0
3	ATDMA	0	0	12	0
4	ATDMA	0	0	9	0

[ElectricMonk]

27/06/2021 21:42:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:42:55	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:57	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:37	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:04:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:04:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:03:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:03:39	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:01:59	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:01:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:59	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:57:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:57:40	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Barrerayy]

South London or near Croydon? If so you probably have the same issue we all have and can use a VPN to a server in London (for some reason it gives us more speed) while you pester and wait for VM to acknowledge the fault and fix it.

[ElectricMonk]

Interestingly enough, nope!  It definitely looks like a similar issue that everyone in Croydon is suffering from, but I'm actually in Walsall, West Mids.

[Hayley_S]

Hello.

I am sorry for the recent issues with your broadband! We are aware of this issue, we are working as quickly and as hard as possible to get this fixed.

We have a estimated fixture time for 3pm today but this is subject to change due to unforeseen circumstances that could take place.

Many thanks,

[ElectricMonk]

Thanks for the update Hayley.

No sign of a fix at my end yet - in fact things are getting worse!  I'm now seeing significant packet loss and disconnects at all hours.  I'm having to resort to connecting via my mobile's hotspot any time I need a stable connection for more than a few seconds. 😞

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8e770f2a2197b044d1384388529d7700b40feb97-29-06-2021

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3e50c6c4aac3dc69ccfa6c3fbdab2d540e30c8f1-30-06-2021

[jka94036]

Don’t know why it wasn’t spotted but your downstream power levels seem too high to me

This will need a tech visit I feel

[lotharmat]

It was - but there was a wider network issue that needed rectifying before the OPs issue!

If the high power levels persist after the wider issue has been resolved - then yes, an engineer will be needed to rectify but there's no point in doing that if resolving the wider issue resolve that too!

[BrianY]

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 37.3 5120 32 qam 2
2 39400000 35.8 5120 32 qam 4
3 46200000 36.5 5120 64 qam 3
4 60300000 38.3 5120 32 qam 1
qam signal levels need sorting as well!

[Sasha_W]

I am so sorry about this @ElectricMonk, 

The estimated fix time has been pushed back to the 7th July at 2pm. 

I do appreciate this isn't ideal but our engineers are working to get this sorted ASAP. 

If you need any updates please feel free to message us at any point. 🙂 
 

Thanks