Giga - Packet Loss since October Maintenance

[hobbington]

Hi all,

Since roughly the start of the month my (giga) connection has been experiencing packet loss whilst gaming, streaming, or video meetings.  I have tried the usual resetting the modem, connecting with and without the splitter but this does not seem to have fixed the issue.   It appears to be the same or a similar issue that others have experienced since docsis 3.1.

Attached screenshots from the modem

Thanks!

[Bert]

Kun je een foto hier plaatsen van de eerste plaats waar Ziggo je huis binnenkomt met eventuele splitters, versterkers en het modem op de foto?

[hobbington]

Photos attached

[Bert]

I see uncorrectables in your downstream, they should be 0.

A Ziggo moderator may be able to see more in the background and take the necessary steps to solve the problem.

[hobbington]

Seems that the uncorrectables is increasing heavily

[Madelon]

Thanks @Bert,

I've looked at the signal and think it would be good if we schedule a technician appointment.
The technician can investigate exactly where these malfunctions come from. 

Is an appointment okay with you @hobbington?

[hobbington]

Thanks @Madelon.

Yes, that would be perfect 😁

[Madelon]

Oh nice! the appointment is scheduled for 08-11 between 8:00 am and 1:00 pm.
Doesn't this suit you? You can change the appointment yourself in My Ziggo.
Of course I can help you with that too! 🙂 

[hobbington]

Technician came yesterday, but he didn't really seem to know anything about the issue when I showed him or how to fix it.   He just turned Bridge mode off and rebooted the modem.

Connection stayed with '1' Uncorrectable until this afternoon, then increased rapidly (attached)

[Jacob]

@hobbington Thanks for the explanation. I went to have another look.
 

According to the technician, the services were working properly and your modem is online just fine. What exactly are you doing where you are experiencing the outage? The mechanic also indicated that a new modem might be an option, how do you feel about that?

[hobbington]

Hi Jacob,

As explained in the original posts there is packet loss and uncorrectables when streaming/gaming/video conferencing.

Whilst I’m sure the tests showed the connection worked fine, the technician didn’t seem to know what an uncorrectable was. Hence why they are still present on my connection.

We can try a new modem to see if that fixes anything, he mentioned to ask for the new black/Sagecom one

[Lotte]

Hi @hobbington, I can swap the modem. Unfortunatly I can't promise that it will be the Sagecom. Let's give it a try?