28-06-2021 00:35 - edited 28-06-2021 00:37
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 |
on 28-06-2021 00:35
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; |
on 28-06-2021 00:48
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.
on 28-06-2021 00:58
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.
on 30-06-2021 08:43
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,
New around here? To find out more about the Community check out our Getting Started guide
30-06-2021 23:47 - edited 30-06-2021 23:48
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
on 01-07-2021 08:32
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
on 01-07-2021 08:38
on 01-07-2021 09:41
on 01-07-2021 11:13
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
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide