Packet Loss

[cor3ys]

I have been on the 1 gig service since October 2021 and have never had an issue at all.

On the 12th August i received a Text that work was being carried out in my area and on the 15th august i received another text to say work was completed. since the 15th August i have suffered from packet loss which i have never done before on this service...

BQM from the 15th August 

I left it a couple of weeks to see if it settled down BQM for 2nd September

and now todays, one month on i am still getting packet loss which keeps dropping my internet out

I have never suffered packet loss until you carried out some works on the 15th August...

3.0 Downstream channels

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

26	339000000	0.200001	40.946209	QAM256	26
1	139000000	0.200001	40.366287	QAM256	1
2	147000000	-0.099998	40.366287	QAM256	2
3	155000000	0.000000	40.946209	QAM256	3
4	163000000	-0.299999	40.946209	QAM256	4
5	171000000	-0.599998	40.946209	QAM256	5
6	179000000	-0.799999	40.366287	QAM256	6
7	187000000	-1.099998	40.366287	QAM256	7
8	195000000	-1.299999	40.366287	QAM256	8
9	203000000	-1.000000	40.946209	QAM256	9
10	211000000	-0.900002	40.366287	QAM256	10
11	219000000	-0.900002	40.946209	QAM256	11
12	227000000	-0.799999	40.946209	QAM256	12
13	235000000	-0.900002	40.946209	QAM256	13
14	243000000	-0.700001	40.366287	QAM256	14
15	251000000	-0.299999	40.946209	QAM256	15
16	259000000	0.400002	40.946209	QAM256	16
17	267000000	0.599998	40.946209	QAM256	17
18	275000000	0.900002	40.366287	QAM256	18
19	283000000	0.500000	40.366287	QAM256	19
20	291000000	0.200001	40.946209	QAM256	20
21	299000000	0.200001	40.366287	QAM256	21
22	307000000	0.500000	40.946209	QAM256	22
23	315000000	0.500000	40.946209	QAM256	23
24	323000000	0.400002	40.946209	QAM256	24
25	331000000	0.099998	40.946209	QAM256	25
27	347000000	0.299999	40.946209	QAM256	27
28	355000000	0.200001	40.366287	QAM256	28
29	363000000	0.200001	40.946209	QAM256	29
30	371000000	0.299999	40.946209	QAM256	30
31	379000000	0.299999	40.366287	QAM256	31

3.0 Downstream channels

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

26	Locked	40.946209	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.946209	0	0
5	Locked	40.946209	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.946209	0	0
12	Locked	40.946209	0	0
13	Locked	40.946209	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.946209	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.946209	0	0
24	Locked	40.946209	0	0
25	Locked	40.946209	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.946209	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

[Carley_S]

Hi @cor3ys

Welcome back to the community

Sorry to hear you're experiencing packet loss since the works in your area. I can see that there are a few area concerns that are being worked on currently that could be the cause of your packet loss. I have spoken to the networks team and can confirm that they are working on this. We've noted the account and been advised to let us know if you have any changes in your service at all with it either improving or worsening and we'll investigate for further updates. 

My apologies for any inconvenience you may experience during this time, hopefully the team will have this resolved as soon as possible. 

[cor3ys]

Hi @Carley_S

Thanks for the response, Monday and Tuesday were fine but for the last 2 days it has got worse again as you can see from my chart below i had complete drop out again this morning during a work meeting which is not ideal at all...

[Chris_W1]

Hi cor3ys, thanks for the message.

I have looked into this and it is showing as fine, can you perform a reboot and let us know if the issue persists. 

Chris. 

[cor3ys]

Hello

I am still having issues..

Saturday 1st October packet loss

Sunday 2nd October massive Latency

Wednesday 5th October Packet Loss over a period of an hour

Thursday 6th October packet loss

Saturday/Sunday 8/9th October latency and major packet loss again. the 10am packet loss is me rebooting the router..

[Martin_N]

Thank you for keeping us updated with this cor3ys. 

I have taken a look on our side again to see if anything new had come up. 

It does look as though a technician is required. I will private message you now to confirm your details and get this arranged. 

^Martin

[cor3ys]

Hi Martin

I PM you back yesterday.

As you can see this morning 12th October massive latency and internet speed has dropped to 44Mbps download and my upload is higher than my download, I have to re-boot the router to get my download speed back 945Mbps

After re-boot of router again

[cor3ys]

Hello

I had an engineer visit last Wednesday 19th October and he was here 15 minutes and changed the filters on the back of the router and increased my power levels and said that will fix your packet loss and left.

Sunday 23rd October

Today 25th October

Old power levels

New increased power levels

Where do we go now to get rid of this packet loss ?

[Matthew_ML]

Hey cor3ys, thank you for reaching out and I am sorry you are having some connection issues.

I understand this is very frustrating and I want to look into this for you.

Please can you look out for the purple envelope. Thanks 

[cor3ys]

Thaks Matt

Let's hope this visit can get some answers as this is getting beyond a joke..