1Gb Package, unstable upload and packet loss

[mecster09]

Hi All, 

Looking to find some advice on how to get the right information to get my issue resolved. My issue is lately I'm noticing latency and packet loss when using voice and gaming services online. I've ran numerous speed tests and can see some packet loss and a unstable upload speed (90mb then dropping to 14mb). 

My Setup

Hub in modem mode connected to an EdgeRouter X and then a separate AP for WiFi. The devices I'm identifying the issue with is a hardwired PC to the switch so no WiFi involved. 

I've had no issues with the setup and only seem to get disconnects from the Internet when the Virgin Engineers come and do work on the cabinet (which is visible from my upstairs bedroom window), the last visit was within the last 2 weeks and required I hard reboot the router as they managed to cut me off again. Download speed is stable and rarely see any issues with download.

I've previously been told by an engineer that having any modulation drop to 16 or 32 would highlight noise on the line, could this be the issue as one of my upload channels dropped to 16 from 64 and seems to stay there?

[mecster09]

My hub info to follow:

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[mecster09]

3.0 Downstream channels

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

5	171000000	3.700001	38.605377	QAM256	5
1	139000000	5.599998	38.983261	QAM256	1
2	147000000	5.300003	38.983261	QAM256	2
3	155000000	4.900002	38.983261	QAM256	3
4	163000000	4.300003	38.605377	QAM256	4
6	179000000	3.400002	38.605377	QAM256	6
7	187000000	3.200001	38.605377	QAM256	7
8	195000000	3.299999	38.605377	QAM256	8
9	203000000	3.299999	38.983261	QAM256	9
10	211000000	3.200001	38.605377	QAM256	10
11	219000000	3.299999	38.605377	QAM256	11
12	227000000	3.000000	38.983261	QAM256	12
13	235000000	2.799999	38.605377	QAM256	13
14	243000000	2.500000	38.605377	QAM256	14
15	251000000	2.400002	37.636276	QAM256	15
16	259000000	2.500000	38.605377	QAM256	16
17	267000000	3.000000	38.605377	QAM256	17
18	275000000	3.400002	38.605377	QAM256	18
19	283000000	2.900002	38.605377	QAM256	19
20	291000000	2.299999	38.605377	QAM256	20
21	299000000	1.799999	38.605377	QAM256	21
22	307000000	2.200001	37.636276	QAM256	22
23	315000000	2.000000	37.355988	QAM256	23
24	323000000	1.299999	37.636276	QAM256	24
25	331000000	1.299999	37.636276	QAM256	25
26	339000000	1.200001	37.636276	QAM256	26
27	347000000	1.200001	37.636276	QAM256	27
28	355000000	1.299999	37.636276	QAM256	28
29	363000000	0.900002	37.355988	QAM256	29
30	371000000	0.599998	37.355988	QAM256	30
31	379000000	0.599998	37.355988	QAM256	31

3.0 Downstream channels

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

5	Locked	38.605377	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	38.983261	0	0
13	Locked	38.605377	0	0
14	Locked	38.605377	0	0
15	Locked	37.636276	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	37.636276	0	0
23	Locked	37.355988	0	0
24	Locked	37.636276	0	0
25	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.355988	0	0
30	Locked	37.355988	0	0
31	Locked	37.355988	0	0

3.1 Downstream channels

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

33

96

4K

1840

QAM4096

424

3.1 Downstream channels

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

33

Locked

39

-0.5

560063994

0

[mecster09]

3.0 Upstream channels

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

1	30100000	41.020599	5120 KSym/sec	64QAM	9
2	36600000	41.270599	5120 KSym/sec	64QAM	8
3	23600000	40.270599	5120 KSym/sec	16QAM	10
4	43100000	41.520599	5120 KSym/sec	64QAM	7
5	49600000	42.020599	5120 KSym/sec	64QAM	6

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

45.9

2K

QAM32

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

53.4

0

0

[Client62]

Can you share stats showing data packet loss ( not ICMP ping loss ) perhaps try with :

https://www.samknows.com/realspeed/ ( click on Run Full Test to see Packet Loss at the Hub & at the Device )

https://speed.cloudflare.com/