A lot of packet loss - Why?

[Rwilliams100]

Nothing mentioned on the Virgin status checker, nor is anything mentioned when I call the faults line. Struggling to watch anything online due to the buffering and voice calls are impossible due to robotic sounds. 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	3.2	38	256 qam	1
2	146750000	3	38	256 qam	2
3	154750000	3	38	256 qam	3
4	162750000	2.9	38	256 qam	4
5	170750000	2.5	38	256 qam	5
6	178750000	2	38	256 qam	6
7	186750000	1.7	38	256 qam	7
8	194750000	1.7	38	256 qam	8
9	202750000	1.5	38	256 qam	9
10	210750000	1.2	38	256 qam	10
11	218750000	1	38	256 qam	11
12	226750000	0.7	38	256 qam	12
13	234750000	0.7	38	256 qam	13
14	242750000	0.7	38	256 qam	14
15	250750000	0.9	38	256 qam	15
16	258750000	0.9	38	256 qam	16
17	266750000	0.7	38	256 qam	17
18	274750000	0.2	38	256 qam	18
19	282750000	0.5	38	256 qam	19
20	290750000	1	38	256 qam	20
21	298750000	2.2	38	256 qam	21
22	306750000	2.4	38	256 qam	22
23	314750000	2.9	38	256 qam	23
24	322750000	2.7	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	17	0
2	Locked	38.9	8	0
3	Locked	38.9	16	0
4	Locked	38.9	6	0
5	Locked	38.9	9	0
6	Locked	38.6	12	0
7	Locked	38.9	8	0
8	Locked	38.6	8	0
9	Locked	38.9	10	0
10	Locked	38.6	7	0
11	Locked	38.6	16	0
12	Locked	38.6	10	0
13	Locked	38.6	6	0
14	Locked	38.9	6	0
15	Locked	38.6	6	0
16	Locked	38.9	8	0
17	Locked	38.9	7	0
18	Locked	38.6	13	0
19	Locked	38.6	7	0
20	Locked	38.6	8	0
21	Locked	38.9	7	0
22	Locked	38.9	6	0
23	Locked	38.9	8	0
24	Locked	38.6	17	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49599877	43.8	5120	32 qam	1
2	30100074	43	5120	32 qam	4
3	43100888	43.5	5120	32 qam	2
4	23601511	42.8	5120	16 qam	5
5	36599691	43.3	5120	32 qam	3

I can see there is an issue with the qam on channel 4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Ive checked the cable tightness and also done 2 reboots but nothing is helping. 

[jpeg1]

There is a serious fault with your connection. You need a technician visit to investigate and correct it.

Call the fault line and insist on it. If that doesn't work, wait for a staff member here to pick this up. 

[David_Bn]

Thanks for your post on our Community Forums @Rwilliams100, and I'm terribly sorry to hear of the issues you've been experiencing on our connection.

I've been able to look into the local area and can see an SNR outage that was raised on 12/08/23 and is estimated to be resolved on 21/08/23 at 09:00.

We apologise for any inconvenience or frustration this may cause you and our team will do all within their power to have this resolved for all effected users.

Kindest regards,

David_Bn

[Rwilliams100]

Thank you. It has been better today.