Packet Loss and latency spikes again

[IsaacKingsley]

November last year going in up till march-ish I had high latency spikes due to congestion. That eventually got resolved.

2 weeks ago I got a text message from VM mentioning essential network work was happening (and then another about it finishing).

Since then I've had ping spikes but not as bas as last time, but now also packet loss.

Area Reference: 20

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. The forum software will remove the MAC addresses for you (If you get an error - just click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[IsaacKingsley]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	514750000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	514750000	2.7	40	256 qam	48
2	330750000	2	40	256 qam	25
3	338750000	2.4	38	256 qam	26
4	346750000	2.2	40	256 qam	27
5	354750000	1.5	40	256 qam	28
6	362750000	1.7	40	256 qam	29
7	370750000	2	40	256 qam	30
8	378750000	2.2	40	256 qam	31
9	386750000	2	40	256 qam	32
10	394750000	2.2	40	256 qam	33
11	402750000	2	40	256 qam	34
12	410750000	2	38	256 qam	35
13	418750000	2.2	40	256 qam	36
14	426750000	2.5	40	256 qam	37
15	434750000	2.7	38	256 qam	38
16	442750000	2.7	40	256 qam	39
17	450750000	2.7	40	256 qam	40
18	458750000	2.7	40	256 qam	41
19	466750000	2.2	40	256 qam	42
20	474750000	2.2	40	256 qam	43
21	482750000	2.2	40	256 qam	44
22	490750000	2.4	40	256 qam	45
23	498750000	1.7	38	256 qam	46
24	506750000	2.4	40	256 qam	47

Downstream bonded channels

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

1	Locked	40.9	2	0
2	Locked	40.3	0	0
3	Locked	38.9	5	0
4	Locked	40.3	6	0
5	Locked	40.3	0	0
6	Locked	40.9	4	0
7	Locked	40.3	5	0
8	Locked	40.9	4	0
9	Locked	40.3	0	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	38.9	0	0
13	Locked	40.9	4	0
14	Locked	40.9	6	0
15	Locked	38.9	0	0
16	Locked	40.3	5	0
17	Locked	40.3	4	0
18	Locked	40.3	4	0
19	Locked	40.3	5	0
20	Locked	40.3	5	0
21	Locked	40.3	5	0
22	Locked	40.3	5	0
23	Locked	38.9	1	0
24	Locked	40.3	6	0

Upstream bonded channels

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

1	39400000	39	5120	32 qam	4
2	32600000	39	5120	32 qam	5
3	46200000	39	5120	16 qam	3
4	53699998	39	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

 

 

[IsaacKingsley]

BBQM 2021-12-06

[Ashleigh_C]

Hi there @IssacKingsley 

Thank you so much for your post and I am so sorry to see that you have noticed these issues. 

I have checked your Hub and can see that everything is working in spec. 

Can I ask how things are looking since your last post? 

Thank you. 

[IsaacKingsley]

Still some ping spikes and spots of packet loss throughout the day. It dropped completely during the night for 15 minutes or so

[IsaacKingsley]

It got worse again. This is the exact same thing as last year, usable during the day and latency for days during the evening. Playing online games is near impossible

[Andrew-G]

You have an upstream noise problem, evident in the data you posted earlier.  On a good connection, the upstream has 4 channels working at 64 QAM (in simple terms think of QAM as a data rate).  Your was showing two channels dropping to 32 QAM, and one to 16 QAM.  When the upstream goes to pot, it affects latency and reliability,  but often doesn't show up as an upload speed problem.  It is possible that when Ashleigh_C looked earlier the upstream was performing well because these faults are often intermittent, but they could perhaps have spotted the evidence in the data you posted.

If the problem continues and there's no area fault then you need a technician visit to fix it.  

[Steven_L]

Thanks for giving us some more information about the issues @IsaacKingsley.

There is a noise issue as @Andrew-G suggested in the last post, we will need to send out an engineer to resolve this.

I can book the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.

Please look out for the private message and we can get started.

Regards,

Steven_L
 

[Steven_L]

Thanks for confirming your details @IsaacKingsley.

I have arranged for the appointment and you can find all the information that you need about this on your online account by clicking My Account and Track Your Order.

Regards,

Steven_L