Serious ping problems - erratic

[Rogueywon]

I've been having erratic issues with ping for a few weeks now. Thought it might be a recurrence of an earlier issue with my coax cable, but no longer sure this is the case. Router stats:

3.0 Downstream channels

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

26	338750000	7.900002	40.946209	QAM256	26
1	138750000	7.599998	38.983261	QAM256	1
2	146750000	7.599998	38.983261	QAM256	2
3	154750000	7.199997	38.983261	QAM256	3
4	162750000	7.099998	38.983261	QAM256	4
5	170750000	7.199997	38.983261	QAM256	5
6	178750000	7.199997	40.366287	QAM256	6
7	186750000	7.199997	38.983261	QAM256	7
8	194750000	7.099998	38.983261	QAM256	8
9	202750000	7.099998	38.983261	QAM256	9
10	210750000	7.099998	38.983261	QAM256	10
11	218750000	7.000000	38.983261	QAM256	11
12	226750000	6.800003	38.983261	QAM256	12
13	234750000	6.599998	38.605377	QAM256	13
14	242750000	6.800003	38.983261	QAM256	14
15	250750000	6.800003	38.983261	QAM256	15
16	258750000	6.900002	40.366287	QAM256	16
17	266750000	6.900002	40.366287	QAM256	17
18	274750000	7.400002	40.366287	QAM256	18
19	282750000	7.599998	38.983261	QAM256	19
20	290750000	7.900002	38.983261	QAM256	20
21	298750000	7.400002	40.366287	QAM256	21
22	306750000	7.300003	40.366287	QAM256	22
23	314750000	7.500000	40.366287	QAM256	23
24	322750000	8.000000	40.946209	QAM256	24
25	330750000	8.300003	40.366287	QAM256	25
27	346750000	7.500000	40.366287	QAM256	27
28	354750000	7.199997	38.983261	QAM256	28
29	362750000	7.000000	38.983261	QAM256	29
30	370750000	6.800003	38.983261	QAM256	30
31	378750000	6.199997	38.605377	QAM256	31

3.0 Downstream channels

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

26	Locked	40.946209	6	0
1	Locked	38.983261	0	0
2	Locked	38.983261	5	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	6	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	8	0
11	Locked	38.983261	1	0
12	Locked	38.983261	0	0
13	Locked	38.605377	6	0
14	Locked	38.983261	0	0
15	Locked	38.983261	7	0
16	Locked	40.366287	5	0
17	Locked	40.366287	0	0
18	Locked	40.366287	6	0
19	Locked	38.983261	0	0
20	Locked	38.983261	7	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	8	0
25	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM1024

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

43

7.3

51395686

0

[Rogueywon]

I spoke to the contact team on another issue - a 24 hour total outage from 1PM Tuesday to 1PM Wednesday. The ping issue doesn't seem to have been resolved.

[John_GS]

Hi @Rogueywon 

Thanks for coming back to the thread.

I have checked this for you today and it does seem we did have an issue with the congestion that should now be resolved. 

Please let me know if you're experiencing issues still and we'll run further checks.

Best wishes.

[Rogueywon]

Unfortunately, this doesn't seem to be fixed. I'm working from home today and the ping spikes are so bad that even Teams calls are becoming disturbingly choppy.

[jpeg1]

According to your live BQM the problem is still there 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/514d6fbb54a0b2e7ef89c203f4c80b8ad480bada

 It's good that @John_GS has offered you further help. 

[risc19]

The virgin bots are wasting your time.

Your area is congested, unless you want a 12 month battle to get them to fix it I would ask to be relieved of your contract.

P:S: They know only too well what's wrong, but its costs ££££ to fix.

[jpeg1]

Yes, we all know what the problem is, but a staff member has offered to help. 

If it comes to a more serious complaint with the Ombudsman, it will be necessary to show that they have been given every opportunity to put it right.

@Rogueywon should keep a copy of this thread for evidence. 

[Chris_W1]

Hi Rogueywon, thanks for the message and welcome back to the forums. 

I am sorry to hear that there is still an issue with the service and this is not the experience which you want to have with us. 

I will send you a private message so that this can be looked into further.

Please look out for the purple envelope. 

Kind regards, Chris. 

[Chris_W1]

Thanks for confirming. Can you do a reboot as the hub as not been rebooted for 17 days. Can you confirm following this if anything has improved?^ Chris. 

[Rogueywon]

I've rebooted the hub. It may take several days to confirm whether this has helped, as the problem is erratic. However, many previous reboots of the hub have not solved the problem.

Edit: I'm already seeing some ping spikes, so probably not fixed.

[John_GS]

Hi @Rogueywon 

Can you post your Hub status and logs? How to do this;
• Please go 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'. Please do not include your MAC address.
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 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 🙂