High packet loss

[Ajaxnz]

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: 

Broadband quality chart 

downstream:

Downstream bonded channels

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

1	187000000	-1	40	256 qam	7
2	139000000	0.2	40	256 qam	1
3	147000000	0	40	256 qam	2
4	155000000	-0.4	40	256 qam	3
5	163000000	-0.5	40	256 qam	4
6	171000000	-0.7	40	256 qam	5
7	179000000	-0.9	40	256 qam	6
8	195000000	-1	40	256 qam	8
9	203000000	-1.4	40	256 qam	9
10	211000000	-1.2	40	256 qam	10
11	219000000	-1.5	40	256 qam	11
12	227000000	-1.5	40	256 qam	12
13	235000000	-1.7	40	256 qam	13
14	243000000	-1.7	40	256 qam	14
15	251000000	-2	40	256 qam	15
16	259000000	-2	40	256 qam	16
17	267000000	-2.2	40	256 qam	17
18	275000000	-2.2	40	256 qam	18
19	283000000	-2.4	40	256 qam	19
20	291000000	-2.7	40	256 qam	20
21	299000000	-3.4	40	256 qam	21
22	307000000	-4.2	40	256 qam	22
23	315000000	-3.5	40	256 qam	23
24	323000000	-2.7	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	7843	2259425
2	Locked	40.9	12	0
3	Locked	40.3	22	0
4	Locked	40.3	25	0
5	Locked	40.3	34	0
6	Locked	40.3	35	0
7	Locked	40.3	24	0
8	Locked	40.3	9	0
9	Locked	40.3	11	0
10	Locked	40.9	7	0
11	Locked	40.3	13	0
12	Locked	40.3	18	0
13	Locked	40.3	21	0
14	Locked	40.9	11	0
15	Locked	40.3	5	0
16	Locked	40.3	19	0
17	Locked	40.3	12	0
18	Locked	40.3	9	0
19	Locked	40.9	12	0
20	Locked	40.3	16	0
21	Locked	40.3	14	0
22	Locked	40.3	16	0
23	Locked	40.3	18	0
24	Locked	40.3	19	0

Upstream bonded channels

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

1	36600000	47.8	5120	64 qam	11
2	23599969	47.8	5120	64 qam	13
3	30099981	47.8	5120	64 qam	12
4	43099952	47.8	5120	64 qam	10
5	49600000	49	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[lotharmat]

Looks like some serious noise ingress in channel 1!

When was the last time the hub was rebooted? (I think the PostRS errors are cumulative)

If it has been a while - give it a reboot and see of the post RS errors on channel 1 keep rising rapidly!

[Ajaxnz]

Red blips near the start of the trace are a full reset. Accumulating 1M errors/hour Time to sit on hold with their call centre I guess

[Nathan_B]

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.

Regards

Nathan

[Zoie_P]

Thank you for messaging with us @Ajaxnz,

Please keep us posted on how your visit goes.

Zoie

[Ajaxnz]

Hi

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 

Alan

[Chris_W1]

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?

Chris. 

[Ajaxnz]

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.

[Kath_F]

Hi Ajaxnz, 

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. 

Many thanks,

[Ajaxnz]

Hi

they seem to have done some deep diving indeed.

the whole area was out today and 5 vans were parked outside running new fibre cable under the street. 

however it seems to be fixed!

thanks