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Mvtta's avatar
Mvtta
Joining in
25 days ago

100% packet loss for 6 hours

Since last Tuesday I’ve been getting intermittent packet loss. Sometimes just a few minutes sometimes for hours. The app kept telling me my hub wasn’t setup correctly (it was) and then occasionally it would say there are intermittent outages in my area.

I’ve had a guy come out and he’s cleaned the cables and says the next step would be to replace the hub but surely this is an outside the house problem? Seems odd for it to just randomly start one day.

This morning I got an email from Virgin saying the issue has been resolved. I’ve had 100% packet loss since 3am. 

 

14 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    25 days ago

    Call it in as a fault on 0345 454 1111 / 150.

    Register for total loss of service via the online server status checking tool with a view to competition should it continue beyond two days. 

    The green connector that goes into the back of the hub 5x can indeed need a clean sometimes but that shouldn't cause a complete wipe out AFAIK. 

  • Client62's avatar
    Client62
    Alessandro Volta
    25 days ago

    Oddly the original post has not mentioned any loss of service.

    • Mvtta's avatar
      Mvtta
      Joining in
      25 days ago

      Sorry, I was writing this post on my phone and it wasn't the smoothest experience. When the packet loss happens it's a total loss of connection. 

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        22 days ago

        Hi Mvtta 👋.

        Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your service. So that we can take a look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    25 days ago

    And it has the dreaded hourly test spike. 

    • Mvtta's avatar
      Mvtta
      Joining in
      25 days ago

      That max latency spike happens consistently. Not really sure why.

      • legacy1's avatar
        legacy1
        Alessandro Volta
        25 days ago

        VM would like to think there hub can do speed test without causing a problem.... 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    25 days ago

    It's something VM put on your line to test their systems, but they shouldn't leave it running indefinitely. Others have been able to get it removed, ISTR with the assistance of CS staff here. 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      25 days ago

      VM seem to think speed is king and not if the line has high ping jitter or packet loss... 

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        24 days ago

        Speed sounds good in their adverts. Packet loss not so much. 

    • Mvtta's avatar
      Mvtta
      Joining in
      25 days ago

      Interesting. I play games every now and then and my ping will randomly spike to 250ms (in game) and then instantly drop back to usual - is this what will be causing that?