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ElectricMonk
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High packet loss and frequent disconnects from 3pm onwards

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

129100000010.340256 qam20
213900000014.940256 qam1
314700000014.640256 qam2
415500000014.540256 qam3
516300000014.140256 qam4
61710000001440256 qam5
717900000013.440256 qam6
818700000013.440256 qam7
919500000012.940256 qam8
1020300000012.540256 qam9
1121100000012.540256 qam10
122190000001240256 qam11
132270000001240256 qam12
1423500000011.540256 qam13
1524300000010.940256 qam14
1625100000010.540256 qam15
1725900000010.640256 qam16
1826700000010.440256 qam17
1927500000010.840256 qam18
2028300000010.540256 qam19
2129900000010.940256 qam21
223070000001140256 qam22
2331500000010.640256 qam23
2432300000010.140256 qam24

Downstream bonded channels

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

1Locked40.370
2Locked40.930
3Locked40.960
4Locked40.9190
5Locked40.9170
6Locked40.3200
7Locked40.9190
8Locked40.3180
9Locked40.9180
10Locked40.960
11Locked40.910
12Locked40.350
13Locked40.380
14Locked40.350
15Locked40.300
16Locked40.950
17Locked40.370
18Locked40.950
19Locked40.350
20Locked40.960
21Locked40.3170
22Locked40.9120
23Locked40.9160
24Locked40.970

Upstream bonded channels

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

15370000037.3512032 qam2
23940000035.8512032 qam4
34620000036.5512064 qam3
46030000038.3512032 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA00130
3ATDMA00120
4ATDMA0090

 

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ElectricMonk
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Re: High packet loss and frequent disconnects from 3pm onwards

27/06/2021 21:42:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:42:55criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:57criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:24:37criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:04:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:04:19criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:03:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:03:39criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:19criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:02:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:01:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:01:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:59criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 21:00:19criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:57:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 20:57:40criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Barrerayy
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Message 3 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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.

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ElectricMonk
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Message 4 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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.

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Hayley_S
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Re: High packet loss and frequent disconnects from 3pm onwards

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,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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ElectricMonk
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Message 6 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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

 

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jka94036
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Message 7 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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

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lotharmat
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Message 8 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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BrianY
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Message 9 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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!
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Sasha_W
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Message 10 of 12
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Re: High packet loss and frequent disconnects from 3pm onwards

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


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