Forum Discussion

speedygon999999's avatar
22 days ago

Intermittent broadband, latency issues, packet loss

Hello. I have been with virgin broadband for about 8 months now and I have had nothing but an intermittent service. It is beyond frustrating as I have sky stream and suffer from streaming issues all the time. I have set up a broadband quality monitor since June and it clearly shows high latency issues and dropped packets all the time. I have had visits from two engineers that have changed the cables inside my property and outside but the problem persists. i have no idea what to do now and I am desperate for help.

This BQM is a typical example of what I have faced daily since joining Virgin Media.

24 Replies

  • Hello speedygon999999,

    We are sorry to hear of the continued issues you are facing. Thank you for providing a screenshot of the core issue, this will help us further investigate the matter. In order for us to understand the situation further, we will need to look into your account and see the engineers notes on the visits and do other tests. We will send you a private message shortly as we will need to pass security with you.

    • speedygon999999's avatar
      speedygon999999
      Tuning in

      I have had no help from yourselves since I created this post. This forum is complete waste of time.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Please post the power levels and network log from your Hub for comment and for the records.

    • speedygon999999's avatar
      speedygon999999
      Tuning in

      3.0 Upstream channels

      Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
      0    49600000    46    5120    QAM 64    1
      1    43100000    46    5120    QAM 64    2
      2    36600000    46    5120    QAM 64    3
      3    30100000    46.3    5120    QAM 64    4
      4    23600000    46.3    5120    QAM 64    5
      3.0 Upstream channels

      Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
      0    ATDMA    0    0    1    0
      1    ATDMA    0    0    0    0
      2    ATDMA    0    0    0    0
      3    ATDMA    0    0    0    0
      4    ATDMA    0    0    0    0
      3.1 Upstream channels

      Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
      6    10.4    40.7    2K    QAM 256
      3.1 Upstream channels

      Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
      6    OFDMA    208    74000000    0    0

  • 3.0 Downstream channels

    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    283000000    8.6    42    QAM 256    19
    2    139000000    9.2    42    QAM 256    1
    3    147000000    9    42    QAM 256    2
    4    163000000    9.2    42    QAM 256    4
    5    171000000    9.1    42    QAM 256    5
    6    179000000    9.1    42    QAM 256    6
    7    187000000    9.1    42    QAM 256    7
    8    195000000    9.4    42    QAM 256    8
    9    203000000    9.3    42    QAM 256    9
    10    211000000    9.4    42    QAM 256    10
    11    219000000    9.3    42    QAM 256    11
    12    227000000    9.1    42    QAM 256    12
    13    235000000    9    42    QAM 256    13
    14    243000000    8.9    42    QAM 256    14
    15    251000000    8.7    42    QAM 256    15
    16    259000000    8.6    42    QAM 256    16
    17    267000000    8.5    42    QAM 256    17
    18    275000000    8.5    42    QAM 256    18
    19    291000000    8.8    42    QAM 256    20
    20    299000000    8.8    42    QAM 256    21
    21    307000000    8.9    42    QAM 256    22
    22    315000000    8.8    42    QAM 256    23
    23    323000000    8.8    42    QAM 256    24
    24    331000000    8.8    42    QAM 256    25
    25    339000000    9    41    QAM 256    26
    26    347000000    9    42    QAM 256    27
    27    355000000    9.2    42    QAM 256    28
    28    363000000    9.2    42    QAM 256    29
    29    371000000    9.5    42    QAM 256    30
    30    379000000    9.8    42    QAM 256    31
    31    387000000    10    42    QAM 256    32
    3.0 Downstream channels

    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    42    17    8
    2    Locked    42    6182    8175
    3    Locked    42    5126    8658
    4    Locked    42    2978    9542
    5    Locked    42    2469    10449
    6    Locked    42    1470    11146
    7    Locked    42    1313    12502
    8    Locked    42    1368    13694
    9    Locked    42    2961    13229
    10    Locked    42    4795    13005
    11    Locked    42    206    471
    12    Locked    42    7042    11907
    13    Locked    42    8725    11747
    14    Locked    42    9546    12995
    15    Locked    42    9865    12143
    16    Locked    42    10305    11605
    17    Locked    42    232    471
    18    Locked    42    265    598
    19    Locked    42    9952    9006
    20    Locked    42    10081    7676
    21    Locked    42    9996    5766
    22    Locked    42    10722    3593
    23    Locked    42    11137    2611
    24    Locked    42    10254    1566
    25    Locked    41    23131    9870
    26    Locked    42    9648    1013
    27    Locked    42    7965    845
    28    Locked    42    7407    1139
    29    Locked    42    5031    895
    30    Locked    42    3462    990
    31    Locked    42    2460    899
    3.1 Downstream channels

    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    33    94    4K    1840    QAM 4096    1108
    3.1 Downstream channels

    Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
    33    Locked    0    9.1    4246351513    6814

    • Adduxi's avatar
      Adduxi
      Very Insightful Person

      At the moment, your Upstream looks fine, but the Downstream power is on the high side. Range is -6 to +10.  However the PostRS errors are too large, these should be zero or close to.  This is usually caused by noise ingress, either at your property, or between you and the street cabinet.  It is definitely one for VM to sort out.

      • speedygon999999's avatar
        speedygon999999
        Tuning in

        The thing that worries me is that the last engineer that came plugged in his analyser thingy and said everything is fine and left. I hope this can be sorted out but have little faith. 

        The fact that yourself and legacy1 have responded so quickly to my issue on this forum and the virgin media guys are taking their sweet time says it all.

  • legacy1's avatar
    legacy1
    Alessandro Volta

    Put hub in modem mode with your PC allow by firewall inbound ICMP for remote IP 80.249.99.164 and setup another BQM for a bit without doing any downloads or uploads.

    • speedygon999999's avatar
      speedygon999999
      Tuning in

      I have put it in modem mode but I have no idea how to allow firewall inbound ICMP. Could you explain please thank you.

      • legacy1's avatar
        legacy1
        Alessandro Volta

        In windows search for Windows Defender Firewall with Advanced Security and click it then click on inbound rules > new rule... > custom> all programs > protocol type ICMPv4 > in which remote IP... add 80.249.99.164 > allow > next > name it done setup new BQM and check it works without red

    • Adduxi's avatar
      Adduxi
      Very Insightful Person

      Did you check the WAN IP for modem mode is correct on the BQM?

      How are the PostRS stats looking when in modem mode?

      • speedygon999999's avatar
        speedygon999999
        Tuning in

        Yes WAN IP is defo correct.

        3.0 Downstream channels

        Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
        1    Locked    43    0    0
        2    Locked    42    0    0
        3    Locked    42    0    0
        4    Locked    43    0    0
        5    Locked    43    0    0
        6    Locked    43    0    0
        7    Locked    43    0    0
        8    Locked    43    0    0
        9    Locked    43    0    0
        10    Locked    43    0    0
        11    Locked    43    0    0
        12    Locked    43    0    0
        13    Locked    43    0    0
        14    Locked    43    0    0
        15    Locked    43    0    0
        16    Locked    43    0    0
        17    Locked    42    0    0
        18    Locked    42    0    0
        19    Locked    43    0    0
        20    Locked    43    0    0
        21    Locked    43    0    0
        22    Locked    43    0    0
        23    Locked    43    0    0
        24    Locked    43    0    0
        25    Locked    43    0    0
        26    Locked    43    0    0
        27    Locked    42    0    0
        28    Locked    43    0    0
        29    Locked    43    0    0
        30    Locked    43    0    0
        31    Locked    43    0    0

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    It's a strange one.  If the BQM is so bad in Router mode, but good in Modem mode, does this point to a problem Hub?  As you have had all the cables inside and out changed, there is not much else to suggest.

    • legacy1's avatar
      legacy1
      Alessandro Volta

      Not a problem with the hub because BQM ICMP in modem mode would go through the hub to the PC replying to BQM ping. 

  • Looks as though Virgin have done something on their end and I am seeing a massive improvement

     

    [MOD EDIT: Image removed as contained personal info]