In the last couple of weeks I have been suffering from intermittent packet loss. To fix this I have had to reboot the VM Hub to set it back to a usable mode. It happened again this morning .. this time I had ThinkBand BQM in place and the following graph indicates the problem.
Is there a problem in my area (EH12 8UA) ir does the VM hub need replaced?
Nick
Hi nmcculloch
Have you used the /check-services/ function to check for problems in your area? You can also a run a test on your equipment from there.
If nothing is showing you could also try the automated Service Status number 0800 561 0061. This often gives details of more local issues down to postcode level.
Check Services indicates everything is OK , which is probably why following Cable Modem restart. I will use the Check Services link when i am experiencing bad packet loss.
Should I be concerned about these warnings in the hub log?
MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Hi nmcculloch
Welcome to the Community Forums.
Sorry to hear of your service concerns.
After checking the systems on our side, we found that there is nothing that we can identify that might be causing this issue. Our router is all in spec and there isn't anything raised in the area currently.
We are limited to the checks and tests we can run when our router is in modem mode. Can you try please disconnecting any third-party networking equipment and place our hub into router mode, once this is done we'll be able to run further checks and tests for you.
the bad ping seems to have stabilized but i am noticing gaps and latency peaks in the BQM graph. Is there still an issue here? I replaced my router in the last couple of days and that has not affected the BQM graph. My Current BQM Graph:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d438f73e069936c4b52786f8ca84814ee566737
I really need some assistance from a Virgin Media Engineer.. todays BQM is terrible. Yesterday I rebooted my router as speed test was low , on startup my router couldnt get an IP from VM. That lasted 2 hours before it came back. I dont know what to attempt now.
Those stats from 3 days ago are horrendous, you definitely need a technician’s visit. Best to phone in:
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. This board is not a fault reporting system.
I now have an Engineer coming out on Tuesday. Lets hope they find the fix.
Hi nmcculloch, thank you for your post.
Please let us know how the engineer visit goes.
Regards,
Daniel
I have never EVER seen gaps like that in a BQM graph before, I thought if it couldn't contact it was just blocks of red but I have never seen actual gaps in the data before.
Absolutely no idea what on earth is going on there but hope you get it sorted.
The Engineer was here yesterday and check all cabling etc. All seemed good. He replaced the hub5 and today things look like they should so I am happy (for now anyway) !
