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APS · 07-07-2016, 11:28

We have started to suffer bursts of packet loss on our business cable modem service (50 Mb, fixed IP) that occur spasmodically but normally only during busy periods. This peaks at 25-30% loss and causes users to get broken web pages, timeouts etc.

We switched over most of our traffic to our backup line (a Zen FTTC) and all the problems disappear - the packet loss on that line is zero or 2-4% max during peak activity.

Whilst configured in this way I captured a Thinkbroadband ping graph and you can see one event this morning, even though most of our traffic was going via Zen. See this graph at this link:
My Broadband Ping

We reported a fault to VM Business but they can see nothing wrong with our modem. I suspect the problem is further out in their network, perhaps even somewhere in their fixed IP routing network.

Does anyone have any suggestion about how to report such a problem effectively so someone will be triggered to look at this to get it fixed?

07-07-2016, 11:28	#1
APS Inactive Join Date: Jan 2004 Posts: 216	Business cable modem packet loss We have started to suffer bursts of packet loss on our business cable modem service (50 Mb, fixed IP) that occur spasmodically but normally only during busy periods. This peaks at 25-30% loss and causes users to get broken web pages, timeouts etc. We switched over most of our traffic to our backup line (a Zen FTTC) and all the problems disappear - the packet loss on that line is zero or 2-4% max during peak activity. Whilst configured in this way I captured a Thinkbroadband ping graph and you can see one event this morning, even though most of our traffic was going via Zen. See this graph at this link: My Broadband Ping We reported a fault to VM Business but they can see nothing wrong with our modem. I suspect the problem is further out in their network, perhaps even somewhere in their fixed IP routing network. Does anyone have any suggestion about how to report such a problem effectively so someone will be triggered to look at this to get it fixed?