why is there packet loss

[boltedenergy]

Experiencing intermittent drops and upstream packet loss on a daily basis. Example below:

Daily snapshot - Dropped Packets

Upstream bonded channels

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

1	53700000	37	5120	32 qam	2
2	39400000	38.5	5120	32 qam	4
3	46200000	38.5	5120	32 qam	3
4	60300000	37	5120	32 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	54	0
2	ATDMA	0	0	61	0
3	ATDMA	0	0	35	0
4	ATDMA	0	0	35	0

Tested from wired clients, so not sure if this is a line or a router issue?

[boltedenergy]

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@Kath_F wrote:

Hi boltedenergy, 

Thanks for coming back to us here in the Community. 

I'm sorry to hear that you need to reschedule the visit. Taking a look at our systems I can see the visit did go ahead at the booked slot. 

I can see the power levels are all within optimal range now but the engineer has raised a potential area issue to the Networks teams. They are reviewing this currently but hopefully things have improved with your services. 

Let us know how you get on. 

Thanks, 

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Hi,

Yes it went ahead, they were most helpful and said they had to change something at the main box.

However strangely enough the issue persists:

If you look in the above trace it appears there is 100% packet loss about every 45 minutes. This looks like too much of a pattern to be a coincidence is this possible a known technical issue of some sort?

Thanks,

[Hayley_S]

Hello @boltedenergy,

Thanks for the update, I am sorry that the engineer visit did not help.

Can you try doing a pinhole rest for me? Let me know how it goes.

Many thanks,

[boltedenergy]

The issues continues unfortunately.

This is not related to WIFI at all as I always test from a hardwired pc with same results.

I've had my indoor cables changed, I've had the modem changed, I've had all the connectors tightened, I've had my connection point changed at the cabinet. 

If someone from VM could please tell me what is the most likely root cause of the packet loss and how it can be rectified.

Thanks

[boltedenergy]

I check the area and it says no faults but the tester says there are faults? 

Can someone give me an update on the area ticket if possible.

[boltedenergy]

Are you able to assist?

@Hayley_S

[boltedenergy]

@Kath_F @Zak_M are you able to assist?

[boltedenergy]

hello, could one of the forum team please let me know if my area has a fault. I have 50-80% packet loss roughly every 30 minutes.

@Nathan @Hayley_S @Travis_M @John_GS @Kath_F @Zak_M

[Zak_M]

Good afternoon @boltedenergy, 

Thank you for coming back to us. 

Looking over things & running some diagnostics there are not outages listed in your area. I have also run some diagnostics & everything is with in the expected spec. 

Is the packet loss on a wired and wireless connection?

Kind regards,

Zak_M

[boltedenergy]

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@Zak_M wrote:

Good afternoon @boltedenergy, 

Thank you for coming back to us. 

Looking over things & running some diagnostics there are not outages listed in your area. I have also run some diagnostics & everything is with in the expected spec. 

Is the packet loss on a wired and wireless connection?

Kind regards,

Zak_M

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I have a packet loss and ping spiking regularly every 30mins.

[legacy1]

So your in router mode? in your live BQM  I don't see packet loss but ping spiking.

can you do a over night test by disabling the wifi or change its password and unplug wired devices to see what the BQM shows if it still spikes.