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cowandchicken86
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Am I being fobbed off?

Hey all, so since I moved into this house share I have had some major packet loss and ping spikes when it comes to Battlefield 4. I have tried all sorts of things, including upgrading to 5ghz wireless and trying out powerline ethernet.

 

So I did a little investigation on the router and it turns out that on downstream channels 5,6,7,8 , we are getting in excess of 500,000 Post RS errors a day. Two calls to Virgin Media have involved being fobbed off or being told that they can not hear me anymore. They do not offer any engineer visit and say that it is all because of high utilization in the area (gaming won't work well even at midnight and when no one else is at home).

 

So, half a million damaged beyond repair packets per day (2gb a day downloaded on average). Shall I just go with BT fibre instead? especially as their "solution" (an area upgrade) is nearly 3 months away here in Cambridge. BF4 is not high bandwith, only about 15kb / second.

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Re: Am I being fobbed off?

Hi Cowandchicken86,

 

Welcome to the forum and sorry to hear you're having trouble with BF4. 

I've checked your connection and you are affected by contention fault F003565224 which is due for review 25/11/15. This will cause slow speeds and poor latency at peak times.

The RS errors are more of a concern and may be unrelated. Could you copy and paste your stats here for us to take a look at?


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cowandchicken86
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Re: Am I being fobbed off?

Hello, yes please. No one on the phone will say anything other than the review date you gave me, they ignore the fact that now we are getting over 14 million errors a day. This causes havoc for online gaming regardless of time of day or night (mainly high packet loss as opposed to ping, which stays in the 30ms region).

 

It is currently the case that even when i reset the counters, I immediately have over 500 Post RS errors in the time it took to reset the counters.

 

This following report is taken 5 minutes minutes after resetting the downstream counters counters:

 

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000251000000259000000267000000275000000283000000291000000307000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID127121122123124125126128
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)0.811.872.072.051.721.530.840.47
RxMER (dB)38.6139.4039.4039.4039.8536.6135.9735.60
Pre RS Errors
 320000141661149655152740
Post RS Errors
 00000100200105955107439

 

Resetting the box does nothing. If I check this again in an hour, we will be into a million or more errors on the last three channels.

 

Many thanks

 

Gary

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cowandchicken86
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Re: Am I being fobbed off?

Two hours after last counter reset, errors now at 1.7 million.

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000251000000259000000267000000275000000283000000291000000307000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID127121122123124125126128
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)0.831.932.052.041.741.550.830.49
RxMER (dB)38.9839.4039.4039.4039.8537.0937.0936.61
Pre RS Errors
 636594245111204205703321358652163358
Post RS Errors
 4450000168196317359311752424
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cowandchicken86
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Re: Am I being fobbed off?

We are now at 115 million Post RS errors after 1 day. Virgin Media refuse to do anything on the phone, just a review date in two months.

 

 

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000251000000259000000267000000275000000283000000291000000307000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID127121122123124125126128
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)1.552.092.081.892.081.991.531.15
RxMER (dB)38.6139.4039.4038.9839.8535.9735.6036.39
Pre RS Errors
 14849623057196931377513157127514419131223250131836908
Post RS Errors
 1298314431323112618707115448930115895371
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DABhand
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Re: Am I being fobbed off?

Like I was saying in the other thread, there seems to be this SNR problem going around in many areas, where it drops closer to 34 when other channels sit around 38-39db.

But the fact you are now getting uncorrectable codewords (Post RS errors) is alarming also, like the channels just die on you.

Majide!
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cowandchicken86
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Re: Am I being fobbed off?

So regrettably, 5 phone calls to Virgin Media has resulted in nothing. They clearly do not care about their infrastructure or their customers. I did some further research and it is apparent that this major issue has been going on for years. We are now switching to FTTC from Plusnet and look forward to a much better internet service in the future. FTTC providers do not seem to be having the major issues that Virgin Media are. I recommend anyone who thinks 1mbit out of 60 at peak time is acceptable to stay with Virgin Media.

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