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?

[carl_pearce]

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@boltedenergy wrote:

@carl_pearce any idea what could be causing it?

---

A damaged line.

SNR in the local area.

VM need to investigate further

[David_Bn]

Good Afternoon @boltedenergy, I'd like to see if we can have an engineer booked to take another look into this for you, check out the purple envelope in the top right hand corner for a private message from me 

Kindest regards,

David_Bn

[boltedenergy]

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

21	Locked	34.345688	69486	0
32	Locked	34.345688	51600	0
33	Locked	35.595078	43090	0
34	Locked	35.595078	78940	0
35	Locked	35.595078	32705	0
36	Locked	35.595078	34478	0
6	Locked	33.834164	87985	0
7	Locked	33.956509	81920	0
8	Locked	33.956509	76329	0
9	Locked	34.345688	62310	0
10	Locked	34.345688	78057	0
11	Locked	34.345688	73852	0
12	Locked	34.483570	60991	0
13	Locked	34.345688	70456	0
14	Locked	34.345688	70000	0
15	Locked	34.345688	64371	0
16	Locked	34.483570	72784	0
17	Locked	34.345688	76805	0
18	Locked	34.345688	72529	0
19	Locked	34.345688	65968	0
20	Locked	34.483570	72614	0
22	Locked	33.956509	92733	0
23	Locked	33.834164	76681	0
24	Locked	33.956509	70140	0
25	Locked	33.834164	69833	0
26	Locked	33.956509	64990	0
27	Locked	34.345688	55600	0
28	Locked	34.345688	58946	0
29	Locked	34.345688	58637	0
30	Locked	34.345688	52213	0
31	Locked	34.483570	50203	0

this doesn't look good? Pre RS Errors

[Akua_A]

Thank you for the update @boltedenergy.

How was the engineer's appointment? Does the issue persist?

Thanks,

[boltedenergy]

The latency and packet loss have stabilized for now so looking good.

[Molly_T]

Hi @blotedenergy. Thank you for getting back to us - really pleased to hear this! 

Please do let us know if you have any further issues. 

All the best. 

[boltedenergy]

problem is back:

[Kain_W]

Hi there boltedenergy,

Thanks for responding and welcome back to the community.

So sorry to see that the issue has crept up again 😞 

From looking at your base settings/tests I can't see anything apparent that would be causing the packet loss.

Samknows has picked up a couple instances this week, both being of seperate days with a max total of 7 minutes. Can I ask whether that is happening more often than that?

Thanks,

[boltedenergy]

This looks abysmal to me. is the SH4 just broken or what?

[boltedenergy]

13% packet loss is not acceptable.  Can someone assist further.

@Molly_T

Are you able to help?