Unusually high Packet Loss

[Shadstar]

Hey everyone, usually I'd Introduce myself before asking for help but I'm trying to post this before my internet disconnects for the 10000th time...

I have been a sky customer for roughly 6 years and ever since moving to this house 2 years ago, I've had issues with the broadband. My speeds are above average for my area (around 18Mb/s on ADSL) and I am happy with most of what I am getting. However, more recently especially, I've been getting weird drops in connection and unusually high packet loss.

Details of my router:

Manufacturer	Sagemcom
Model Number	F@ST2504n
Firmware Version	6.14.6a4N_UNI
ADSL Firmware Version	A2pD038m.d24h

DownStream Connection Speed	15285 kbps
UpStream Connection Speed	736 kbps

I currently have 3~5 devices attached to the device, 4 of which are wireless (Smartphones, iPod touch and a laptop). My desktop is connected via a standard RJ45 Cable provided by Sky. The problem usually occurs when I begin playing games. As an avid gamer, this is an issue I want to resolve quickly. I will play a few rounds of Counter Strike, and after about 5~10 minutes, my Packet Loss will rise to about 90% (using the in-game indicator to check this) and I will lose connection. All the lights on my router are still green and I reconnect within 3~5 seconds, then disconnect again. This process usually happens for about 20 minutes before the internet is stable again.

I have called sky many times about this and they have got me to repeat the same tests over and over and it's beginning to become a joke. Their customer service is amazing at times but when it comes to my internet it seems they don't want to go further than "have you tried turning it off and on"

Things that I have tried of my own accord:
Replacing both ADSL filters (Router is in a different room to phone)
Using Wifi on my PC and plugging Phone/Router in same room to see if the socket was an issue
Replacing ALL cables including power cable/RJ45/ADSL Cable
Replacing phone
Replaced Extention cable which I used to bring the router nearer to my computer.
using different computer to connect to the internet
Scanning my computer for viruses (none found using 3 different antiviruses (Avast!, AVG & Spybot S&D)

Things I am willing to try:
Re-installing windows
Replacing phone sockets
Buying my Own router / upgrading to Sky Hub


Above is the current noise margin for my internet. I monitored this for 3 or 4 hours when problems were occurring and the figures were changing on a 2 minute basis (Noise Margins). I have been trying to get them to send an engineer out to get this fixed for about 3 months now but to no avail...I don't really want to switch provider since we've been with them for so long but if it's something that they aren't willing to fix it may be the only option I have.

Thank you in advance for any help that anyone can provide and If you need more information then just ask! I would really like to get this fixed ASAP.

Regards

Shad.

[Scubbie]

Ok after reading through your post you appear to be having connection issues, rather than packet loss.

Could I ask you to post the full connection stats please? The image is useful, but I would like to see the 'up times' to see if the issue is with the connection or with the router.

Another thing to ask is if you have every performed a 'quite line test'.

Ideally this should be done with a corded telephone plugged in the Test Socket. If you can dial '1' and listen carefully for any noise, particularly clicking or a loud hissing noise.

What I am thinking is that either there is an issue with the router or that there is a line being brushed by a tree or something else, hence wanting to see the 'up times'.

[Isitme]

Your upload speed in particular is quite low, this suggests a line problem. Could you plug into your Test socket, using only the ADSL cable supplied by Sky and post your stats from there. This will rule out or confirm an internal wiring problem.

How to test your ADSL in the Master Test Socket

If you do not have a Test socket, remove everything you have plugged into the phone circuit and plug the router only into the Master socket, again using only the ADSL cable supplied by Sky and post the results.

[Shadstar]

I forgot to mention, I had used the test socket for about 2 weeks before reconnecting the faceplate (After asking sky if it was ok to do so) and there were no problems during that time. Today, I phoned sky once again and told them everything posted here. They have sent out another ADSL Cable and have offered me a router upgrade if I pay for postage & packaging (Which I will most likely take up).

I have been through 3 of these Sagemcom Routers since they first released them and I'm hoping that the Sky Hub will be better. The person I spoke to made me test both the ADSL cables I have and confirmed that the fault was either with the router or the ADSL cable(s) which I was using.

I've also been promised an increase in speeds since my area's average is 19Mb/s and I'm on 15Mb/s. all in all, I think they've dealt with it well enough!

Thank you for your replies and attempt to help me, if the new equipment doesn't work then this'll be the first place I'll ask! And I apologise if I've wasted anyone's time.

[Isitme]

I forgot to mention, I had used the test socket for about 2 weeks before reconnecting the faceplate (After asking sky if it was ok to do so) and there were no problems during that time.

I think that confirms it is your internal wiring which is causing the problem, nothing to do with the ADSL cable. Your best bet would be to fit and use a filtered faceplate, or the latest vDSL plate.

Can you plug into your Test socket anyway and post your stats for future reference?