DDC Posted November 27, 2023 Share Posted November 27, 2023 Hi Team, Been conversing with ISP to identify why disconnections are taking place while delivering seminars via zoom, playing video games or even just watching youtube videos. They ran a pingplotter test and identified some packet loss. Any suggested solutions on how to resolve this? Note I am semi-tech literate - so stepping through would be helpful. Thanks. Link to comment Share on other sites More sharing options...
e38BimmerFN Posted November 27, 2023 Share Posted November 27, 2023 Did you first test packet loss with Pingplotter app on a wired PC connected directly behind the ISP modem or ONT with out the XR router being in the middle? What brand and model ISP modem or router are you using? Whos your ISP service. Link to comment Share on other sites More sharing options...
DDC Posted November 28, 2023 Author Share Posted November 28, 2023 ISP is Aussie Broadband - they conducted the Pingplotter test on my behalf, so I am unsure as to how to answer your question directly. Experiencing the dropouts on a PC via wifi connection. I am using the Netgear XR1000 Gaming Router. And a "black box NBN box" for the modem. I understand being Australian based might have some variation as to what you might be used to dealing with. Link to comment Share on other sites More sharing options...
DARKNESS Posted November 28, 2023 Share Posted November 28, 2023 @DDCYou have to test this yourself but if they found out that there were issues then that something your going to have to keep on contact for them to fix Link to comment Share on other sites More sharing options...
DARKNESS Posted November 28, 2023 Share Posted November 28, 2023 (edited) @DDCTo note that is pretty bad packet loss since it is consistent something I have had prior on my line so it definitely something that going to affect your day to day activities especially anything to do with VOIP like games... Using ping plotter you can tell if your equipment is at fault if you lose packets on the first hop something to note as many ISP love to claim that it your equipment fault and waste your time when they don't know how to check Edited November 28, 2023 by DARKNESS Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 28, 2023 Administrators Share Posted November 28, 2023 You first need to identify what the cause is, whether it's the XR or the box/ISP, surprised they just generated a test and gave it to you without any follow up suggestions. You can follow this guide: https://support.netduma.com/support/solutions/articles/16000074717-how-to-test-your-internet-ping to use Ping Plotter, connect your PC direct to the box and try it, see if you get packet loss then. If so you'll need to go back to the ISP. Link to comment Share on other sites More sharing options...
DDC Posted December 4, 2023 Author Share Posted December 4, 2023 I've taken the router to supplier to have a look at. But funnily enough, the temp router sent to me by the ISP is also dropping connections - so now I think it isnt a router issue again. Oh the confusion! Link to comment Share on other sites More sharing options...
e38BimmerFN Posted December 4, 2023 Share Posted December 4, 2023 You'll need to contact the ISP and have them send a tech out and have one wired PC connected to there modem. Have them review the ping plotter information and results. Something I mention to cable modem users so may not all apply to your ISP or configuration but give some direction: Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly. Be sure there are no coax cable line splitters in the between the modem and ISP service box. Be sure your using good quality RG6 coax cable up to the modem. Start with removing any amplifiers, signal attenuators, or splitters from the coax. From there check the line for kinks, damage, moisture in the line. Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do. Be sure to power OFF the modem for 1 minute then back ON. https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html https://highspeed.tips/docsis-events/ Good Luck. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted December 4, 2023 Administrators Share Posted December 4, 2023 6 hours ago, DDC said: I've taken the router to supplier to have a look at. But funnily enough, the temp router sent to me by the ISP is also dropping connections - so now I think it isnt a router issue again. Oh the confusion! Sounds like it could be a wider issue then as above, best to contact them and see what they can do! Link to comment Share on other sites More sharing options...
powermix24 Posted December 11, 2023 Share Posted December 11, 2023 Had the same issue long ago with my ISP, they couldn't determine why until a tech came out and tested the distribution box to my neighborhood and found out it was dropping packets. They had to get an engineer out to fix it. Sounds like it's on their end. Download the Speedtest app on your PC and it can show you packet loss and do it hardwired without the XR connected, just the modem to the PC. Netduma Fraser 1 Link to comment Share on other sites More sharing options...
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