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MonteXMat's avatar
MonteXMat
On our wavelength
5 months ago

Daily packet loss and T3 timeouts - Hub 5 in modem mode + GL.iNet Flint 2

Hi everyone 😁

A while ago I have started experiencing packet loss after a long time without issues.
I did all possible upgrades from my side to try and mitigate the issue:

- Upgraded to Gig1 and ordered a Hub 5 (running in modem mode, of course)
- Replaced my main router with a GL.iNet Flint 2
- Replaced all my old ethernet cables with good quality Cat 6 cables just to make sure
- Made sure all connections are tight

Please see my BQM, which has been running for the past 2 weeks~, as well as all power levels (although after a recent restart. There are usually more T3 timeouts on channel 0, 1 and 3)
I also noticed that before upgrading to the Hub 5, my Hub 4 used to drop the modulation on some channels to QAM 32. It doesn't happen anymore though.

BQM (please ignore the restarts)
Power levels 

As you can see, I experience daily packet loss which affects gaming, however is mostly noticable in voip (zoom, discord etc.)
The fact that the connection was mostly fine for the last couple of years makes me think that there's something going on on Virgin Media's side, not sure where all that noise is coming from.

Could you please advise?

Kind regards,
Matt

19 Replies

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  • Tudor's avatar
    Tudor
    Very Insightful Person
    5 months ago

    Nothing wrong with those stats whatsoever. All I can suggest is this:

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

    • MonteXMat's avatar
      MonteXMat
      On our wavelength
      5 months ago

      Thanks for the reply!
      I don't have a VM landline to check, however there doesn't seem to be an area fault when running the diagnostic check through the website here.

      I'll wait for the VM staff member to check it from their side and advise, meanwhile this doesn't seem right:

      Network log

      What do you think?

    • MonteXMat's avatar
      MonteXMat
      On our wavelength
      5 months ago

      Hi and thanks for help!

      I ran a 20min test. There seems to be a constant TX packet loss compared to 0% RX loss, not as bad as I expected but BQM isn't showing a huge packet loss at the time either. I mostly happens in the evenings and at night looking at the previous graphs.

      20min test 
      Exported CSV file 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    5 months ago

    So it might be docsis for the upstream or a route beyond Docsis with a dirty fibre line that goes one way.

    • MonteXMat's avatar
      MonteXMat
      On our wavelength
      5 months ago

      To be honest, it does look a little bit better.
      Still packet loss throughout the day with larger lag spikes from time to time. Stats since the last restart don't look too good too.
      Looks like it completely died around 11am as well.

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        5 months ago

        Thanks for coming back to us MonteXMat, and sorry t hear of the recent issues experienced.

        Are these issues still ongoing, or have since been resolved?

        No local area issues and no apparent issues with the router as per our systems.

        Thanks

        David_Bn

  • MonteXMat's avatar
    MonteXMat
    On our wavelength
    5 months ago

    Hi again,

    I checked the stats again today and it's probably the worst I've seen yet. Lots of T3 and T2 timeouts.

    BQM shows some packet loss around 2-3am with a momentary loss of connection just before 1pm:

    Downstream on the other hand looks great:

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      5 months ago

      Thanks for getting back to us MonteXMat 

      We aren't able to see any issues on the systems on our side at this time and your Live BQM looks good. 

      What are you experiencing on your side with the service that's concerning you, please?

      Are you physically experiencing any connection drops? Does this only happen at certain times or when you're running certain games, devices or software? 

      How does the service respond when you have our hub in router mode, please? There is a limit to the amount of checks we can see on our side when our hub is in modem mode. 

      • MonteXMat's avatar
        MonteXMat
        On our wavelength
        5 months ago

        Hi Carley,

        Hope you're well.

        While I understand that no issues are visible on your side, my BQM shows clear and daily signs of packet loss, and I’m still experiencing daily disruptions. These issues are particularly noticeable in VoIP services, but also gaming on multiple devices. Additionally, T3 timeouts persist, as well as occasional drops to QAM32 on the upstream channels, which suggests there may be an underlying problem.

        Could you please arrange for an engineer to investigate further? I believe an on-site assessment could help pinpoint the cause if the checks on your side don't show anything wrong.

        Thank you for your support.

        Kind regards,
        Matt