Packet Loss Started a week ago

[murphyslaw]

So about a week ago I started suffering from packet loss. I work from home and Sim race in my spare time. Both require good connectivity and is noticable when things are wrong. It started in a championship race a bit of lagging about. Then my voip calls at work started to get the odd glitch, remote connections would lag and drop. 

I normally use a Ubiquiti Dream Machine Pro as a router and the base of my network. This has been reporting upto 10% packet loss for the last week. After reaching out to EE today for support I was told they could do nothing and my equipment was at fault. I dug out the POS EE router plugged it in and worked from it and experienced the exact same issue. I also have sim raced in an online championship race tonight and suffered packet loss. The ping is fine, the reported speed is fine. When speaking with an EE "engineer" earlier whilst I was connected to the EE Hub I was told everything was fine and it was my equipment that was at fault. They literally wouldn't do anything else. They couldn't care about packet loss as everything they were seeing was fine, not a hint or troubleshooting. 

Any ideas how I can get someone to actually look at the issue as the problem has to be with the ONT or in the EE network themselves??

[murphyslaw]

So after speaking with a great support agent called Courtney she enabled a “channel scan” on my line. Not really heard of other before but the packet loss is definitely improved. From 5-10% to around 1%. Will see how it goes over the next week. 

[Leanne_T]

Thanks for coming back to us with an update @murphyslaw 

Let us know how it goes after monitoring for the week. 

Leanne. 

[Jacob_]

Have they made you revert back to their Smart hub to do the "channel scan", or are you still using the UDM Pro? 

I'd monitor it using a BQM (you'll have to enable ICMP to your WAN though) 
I recommend https://www.thinkbroadband.com/broadband/monitoring/quality

If you're using the latest 10.x version of Unifi Network, go to :
https://192.168.1.1/network/default/settings/policy-table

and do the following:

Create new policy (firewall)

name BQM ping

Source Zone
External
Any
Port Any
Action Allow


Destination Zone

Gateway
Any
Port Any
IP Version
IPv4
Protocol
Custom
ICMP
Echo Request

Connection state
All

Schedule

Always