I’ve been having issues with an unstable connection, particularly for video, for about a week now.
Ever since some gas company vans parked over the virgin media manhole (I presume there are now packets leaking into the gas, which I guess is better than the reverse)
seems to mostly lose outbound packets - inbound side of video calls are more stable
high post-rs errors, higher than pre-rs which seems odd.
Thinkbroadband quality monitor:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Hi there @Ajaxnz 👋 Welcome to our forum and thanks for your post 😊
Sorry to see that you've been having issues with packet loss 😔 I can certainly understand how frustrating this is.
I have checked our system and it does seem like there are a few more checks we will need to run through with you. I'll send you a PM to confirm your details so this can be done.
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an engineer visited yesterday, replaced the hub, which as expected, made no difference.
worked for a few minutes after reboot, then once it switched over to lower channelids it went bad. still dropping packets and accumulating errors on channelid 7.
I’ve booked another engineer for today, I guess we’ll see if they’re brave enough to open street cabinets
Hi Ajaxnz, thanks for the message and sorry to hear that you have been having issues with the service.
I have looked into the area and can see that it has not dropped since Friday.
Would you be able to confirm that everything is now working as it should be?
No its not fixed.
Was a complete shambles all weekend and still is (which is a problem for working fro home)
The modem doesn't drop connection (the Friday ones were an engineer), its on the network side, it causes packet loss and super high latency whenever a bus goes past. I suspect a loose connection somewhere in the network side infrastructure, there is a virgin media manhole opposite my home.
the latencies observed are 20+ seconds and cause video calls to frequently disconnect
I will be chasing with support etc today, but have had no communication as to how to escalate past the initial engineer visits.
Thanks for coming back to us on this and updating the thread.
Checking things this end, I can see the engineer who visited last has escalated this already so there is nothing further you need to do. They are arranging for someone to do some deep diving into the cable itself and they will update you on the visit if you're home.
Please keep us posted on how things progress.
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