Packet loss issue

[bombkangaroo]

Hi, 

I've been getting intermittently low speeds recently. My BQM graph is showing a lot of periods of very high packet loss, and I'm noticing a lot of buffering and quality reduction in streaming video, and also rubber banding in multiplayer games when it happens. 

I've checked my connections and everything seems to be plugged in securely. 

Ethernet:
https://www.speedtest.net/result/12499918577

Downstream bonded channels

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

1	298750000	-3.2	40	256 qam	21
2	234750000	-5.7	37	256 qam	13
3	242750000	-6	37	256 qam	14
4	250750000	-4.7	38	256 qam	15
5	258750000	-4	38	256 qam	16
6	266750000	-3.9	38	256 qam	17
7	274750000	-3.5	38	256 qam	18
8	282750000	-3.7	40	256 qam	19
9	290750000	-3.2	40	256 qam	20
10	306750000	-2.7	38	256 qam	22
11	314750000	-3.2	40	256 qam	23
12	322750000	-2.5	40	256 qam	24
13	330750000	-3	40	256 qam	25
14	338750000	-2.7	40	256 qam	26
15	346750000	-3.2	40	256 qam	27
16	354750000	-3.2	40	256 qam	28
17	362750000	-3.5	40	256 qam	29
18	370750000	-3.4	40	256 qam	30
19	378750000	-4	40	256 qam	31
20	386750000	-4.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	1537	25
2	Locked	37.3	343582	70
3	Locked	37.3	3742	71
4	Locked	38.6	212704	57
5	Locked	38.9	21402	49
6	Locked	38.9	1733	38
7	Locked	38.6	1323	37
8	Locked	40.3	1191	27
9	Locked	40.3	1301	20
10	Locked	38.9	945	20
11	Locked	40.9	1024	11
12	Locked	40.3	906	8
13	Locked	40.3	867	9
14	Locked	40.3	871	6
15	Locked	40.3	544	5
16	Locked	40.3	667	1
17	Locked	40.9	737	6
18	Locked	40.9	628	5
19	Locked	40.9	786	6
20	Locked	40.3	508	9

Upstream bonded channels

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

1	46200000	51	5120	64 qam	2
2	39400000	49.3	5120	64 qam	3
3	53700000	51	5120	64 qam	1
4	32600000	50.8	5120	64 qam	4

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

[Ayisha_B]

Hi @bombkangaroo,

I've taken a look at the account and can see your power levels are out of spec. I will need to book a engineer visit for you to get things sorted. 

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my PM.

Cheers

[Ayisha_B]

Thanks for confirming the requested details via PM @bombkangaroo
 

I've booked a technician for you to come out and have a look into the issue with your power levels. You can find details of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

 

[Ayisha_B]

Thanks so much for the PM with the update @bombkangaroo

So pleased to hear the visit went well and everything appears to be sorted.

You know where we are if you need anything else 🙂

Happy New Year!