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Registered: ‎09-08-2017
Message 1 of 6 (257 Views)

High ping and constant packet loss

[ Edited ]

For the past 4 days I have experienced constant ping spikes and packet loss.

I have set up a Broadband Quality Monitor to keep an eye on the quality.

3fe07bb490c15456333ceaf7837425bd777bcb09-09-08-2017

Here is a trace route to google.

C:\WINDOWS\system32>tracert 8.8.8.8

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 8 ms 9 ms 8 ms renf-core-2a-xe-002-0.network.virginmedia.net [82.13.126.53]
4 * * * Request timed out.
5 20 ms 21 ms 19 ms tcl5-ic-4-ae5-0.network.virginmedia.net [62.252.192.246]
6 24 ms 24 ms 19 ms m358-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.102]
7 22 ms 21 ms 21 ms 108.170.246.193
8 22 ms 34 ms 22 ms 108.170.233.203
9 21 ms 22 ms 22 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

 

I have already phoned customer services and they said there is no problem with my internet and gave me the usual speech about how he will turning it off and on, change some settings and now it should work fine.

What should I do to fix this problem?

 

 

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On our wavelength
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Registered: ‎02-08-2017
Message 2 of 6 (248 Views)

Re: High ping and constant packet loss

There is a pretty well known issue with the Intel Puma 6 chipset which the hub 3 uses.

More info about it below;

http://community.virginmedia.com/t5/Gaming-Support/Hub-3-Compal-CH7465-LG-TG2492LG-and-CGNV4-Latency...

 

---

Hub 3 user in modem mode with the Asus RT-A66U B1 running the Merlin firmware
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Message 3 of 6 (236 Views)

Re: High ping and constant packet loss

[ Edited ]

Thank you that made for an interesting read and it's reassuring to know that others are experiencing the same problem.

However before 4 days ago I did not have this problem. So something somewhere must have changed which is now having an impact on my broadband quality.

Has there been any firmware updates pushed out recently? I've tried searching for dates that the last firmware was published but I'm not having any luck.

I'd also like to point out that I have a superhub 2, not 3.

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Message 4 of 6 (175 Views)

Re: High ping and constant packet loss

Just to update the thread here and show that the BQM is still showing packet loss

de1e7bf669f3d7dc966ae7de8f74c582b1eb6cb4-11-08-2017

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Message 5 of 6 (138 Views)

Re: High ping and constant packet loss

[ Edited ]

UPDATE:

I finally had a VM engineer at my house yesterday after dozens of phone calls and emails showing my connection problems.

The guy checks all the equiptment and uses the app on his phone to check power levels and other stuff. Then he tells me everything looks fine and that there isn't a problem.

So I do a ping test to google on CMD and show him the packet loss. I also show him this graph 61ba69e3293be1d9576f6ef927d7917e9496fd45-14-08-2017

which shows a lot of packet loss and high latency spikes. 

So he looks at his levels on his phone again and says because he can't see any problems he's not sure what to do. Tells me he won't mark the job as complete yet and will phone me on Wednesday the 23rd to see if the problem still persists.

Why would the problem not still persist? He came and literally did nothing, I don't understand what his logic there was honestly. So by the 23rd it will have been almost a month of this terrible internet quality I've been having and I'm not even surfe if this guy will try fix it when I tell him the problem is still there when he phones.

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Message 6 of 6 (74 Views)

Re: High ping and constant packet loss

I'm sorry to hear about the connection trouble experienced whoscallum,

 

I've located your account and I can see that an engineer visit has been arranged for you.

 

Let me know if I can help with anything in the meantime,

 

Nat_J


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