Menu
Reply
  • 6
  • 0
  • 0
SirBarnz
Joining in
280 Views
Message 1 of 8
Flag for a moderator

Frequent Disconnections - At its worst when gaming

Over the last couple of months our connection to the Internet has been very unstable with frequent disconnections.

It’s most noticeable to me when playing games on the PS4 as it makes any multiplayer game a pretty miserable experience due to lag and timeouts. The missus ends up watching Netflix and other streaming services in bursts due to it buffering frequently. Web browsing times out on our tablet and phones every so often and YouTube is a slideshow when it's at its worst.

When it is working it can achieve speeds of 152mb if you choose the right server on speedtest.net. This seems quite synthetic though as every other test will come in around ~40mb down ~11Mb up so I’m not sure if that's anything to go by? 

 

I had been using the SuperHub 2ac in modem mode with a Draytek 2960n router and a couple of APs and prior to a couple of months ago this setup served quite well. In an effort to identify if the issue was on my side I reverted back to using just the SuperHub about a week ago. It's been reset back to factory defaults and changed the wireless password as I suspected neighbours could still connect (password given out during BBQ's!).

 

It still appears to be an issue and I’m pretty confident it's nothing on my side.

The Wi-Fi only gets used for browsing on our phones and tablet as the house is cabled with Cat6a throughout. I've tried a couple of new cables to ensure it's not our wiring and the problems still persist.

 

Let me know what info you need in order to diagnose this further.

0 Kudos
  • 6
  • 0
  • 0
SirBarnz
Joining in
260 Views
Message 2 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

Router stats should they help identify anything:

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)499000000Locked
Ranged Upstream Channel (Hz)32600000Success
Provisioning StateOK

Operational

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

Frequency (Hz)499000000443000000451000000459000000467000000475000000483000000491000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2417181920212223
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)-1.02-0.120.10-0.67-0.80-0.84-1.12-0.94
RxMER (dB)37.9437.9438.2637.6438.6137.9437.9437.94
Pre RS Errors591419747320415119899749481010
Post RS Errors9172981000932984972944

1000

0 Kudos
  • 6
  • 0
  • 0
SirBarnz
Joining in
258 Views
Message 3 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

And upstream

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID19N/AN/A18
Frequency (Hz)32600000N/AN/A39400000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)40.75N/AN/A41.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
0 Kudos
  • 6
  • 0
  • 0
SirBarnz
Joining in
236 Views
Message 4 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

Monitored the connection this evening and I appear to be getting frequent packet loss. Would explain the lag and disconnections from online games I would assume?

 

http://www.thinkbroadband.com/ping/share/08af1863940e38e2d848859c7318a857.html

0 Kudos
  • 9.02K
  • 295
  • 963
Forum Team
Forum Team
204 Views
Message 5 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

Hello SirBarnz

 

Welcome to the forum, sorry you are suffering some TBB packet loss and streaming issues.

 

I have checked your connection, the hub and line data looks good as supported by your posted stats thank you.

 

Area historical data shows no upstream SNR or error issues. The area downstream traffic does have a few peaks in the evening and if you hit one of these I would think it may impact you sorry, it does seem to coincide with the TBB packet loss although I cannot say for definite it is that. It is not quite at a level where we would escalate yet but quite close, we will continue to monitor the situation.

 

Would you say that this is only a peak time (evening approx off and on 2000 to 2230) problem?

 

Thank you

 

Nicola

Virgin Media Forum Team
0 Kudos
  • 6
  • 0
  • 0
SirBarnz
Joining in
177 Views
Message 6 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

Hi Nicola

 

Thanks for getting back to me.

I can't confirm if it's only an issue during peak time but it certainly affects us from 1800 - 2300. Our broadband very rarely gets used outside of that time during the week.

 

As we're not getting a reliable connection i've already downgraded our 'big kahuna' bundle down to 'big easy'. I cant imagine the performance can be any worse when gaming and streaming so it doesn't make sense to pay more for the same service.

In my previous property which is 5 minutes down the road I got a fantastic service from you, consistent speeds regardless of the time of day, low latency, no packet loss or disconnections.

I imagine the difference is due to more VM customers on my street as not every house had cable at my previous area. Are the issues i'm experiencing down to oversubscription?

 

If this can be fixed then great, id go back to the 152mb service.

As it stands my contract is up in 8 months so im looking into getting a fibre connection and will cancel VM when possible.

0 Kudos
  • 6
  • 0
  • 0
SirBarnz
Joining in
145 Views
Message 7 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

We were out yesterday evening so there was no one using our connection. Any ideas why this keeps happening?

 

 

0 Kudos
  • 9.02K
  • 295
  • 963
Forum Team
Forum Team
108 Views
Message 8 of 8
Flag for a moderator

Re: Frequent Disconnections - At its worst when gaming

Hello SirBarnz

 

Thanks for the update.

 

There may be a couple of issues here. The first is as I mentioned the area traffic does peak a bit in the evening however the problem with the TBB graph is most likely related to an ongoing issue with our peering partner Lynx. Other people are experiencing the same TTB graphs, we are investigating ref F003757348.

 

Please ask for an update to that fault anytime and please keep us posted.

 

Thank you

 

 

Nicola

Virgin Media Forum Team
0 Kudos