Forum Discussion

11aidandawes's avatar
11aidandawes
Tuning in
11 months ago

Internet completely cutting out every few minutes, 100% packet loss for a split second.

A few days ago, on Monday 1st April, the internet was down for everyone in my postcode, it came back on 2nd April at around noon but since then my internet has been randomly cutting out on all of the devices in my house, some are wireless and some are wired with ethernet cables.

I will be playing a video game and every few minutes the internet completely cuts out for a split second so for about a second every few minutes I get 100% packet loss, as you can imagine this is not ideal for gaming at all.

I'm wondering if there is still a partial outage in my area or if something happened to my router after the outage was fixed, I have reset my router twice now by unplugging it for about a minute and then plugging it in, i've also unplugged all the ethernet cables and plugged them back in, none of this helped.

Any suggestions on what might be causing this? Keep in mind I had ZERO issues before the outage in my area a few days back and didn't mess with anything during the outage or afterwards, it was only when a couple of days passed and I was still getting the issue that I started to troubleshoot.

Any help would be much appreciated, thank you very much. 

  • Tudor's avatar
    Tudor
    Very Insightful Person

    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.

    • 11aidandawes's avatar
      11aidandawes
      Tuning in

      Hi, I've tried calling the number you suggested and the answer machine asks for my account number, I keep typing it in 100% correct and it keeps saying it can't find my account information and I have no idea why.

      Is there any way I can get through to a Virgin Media support member and have them check if there's any issues with my connection? 

      • 11aidandawes's avatar
        11aidandawes
        Tuning in

        Hi again,

        Sorry I was giving them the wrong account number, I've managed to enter the correct one now and I was told there aren't any issues in my area at the moment. 

        As I previously said, my internet was fine last week but then it went down in my area on Monday and every since it came back on i've been having problems. 

    • 11aidandawes's avatar
      11aidandawes
      Tuning in

      I've called Area faults, they said there isn't any faults in my area right now. However there were faults in my area on Monday 1st April and my internet was down for a day, the issue has only started since my internet has come back on.

      I have now fully factory reset my router and I am still getting issues, this is across both a PC connected via ethernet cable and a PS5 connected via wireless Wi-Fi so it's definitely not the fault of any of our devices or cables.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues.

    Post full stats:

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • 11aidandawes's avatar
      11aidandawes
      Tuning in

      3.0 Downstream channels

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

      11390000004.59999838.983261QAM2561
      21470000004.19999738.605377QAM2562
      31550000004.19999738.983261QAM2563
      41630000003.70000138.605377QAM2564
      51710000003.40000238.605377QAM2565
      61790000003.20000138.605377QAM2566
      71870000003.29999938.983261QAM2567
      81950000003.09999838.605377QAM2568
      92030000002.90000238.983261QAM2569
      102110000003.00000038.983261QAM25610
      112190000003.20000138.605377QAM25611
      122270000003.20000138.605377QAM25612
      132350000003.09999838.605377QAM25613
      142430000003.00000038.983261QAM25614
      152510000003.00000038.605377QAM25615
      162590000003.20000138.983261QAM25616
      172670000003.20000138.983261QAM25617
      182750000003.00000038.605377QAM25618
      192830000002.59999838.605377QAM25619
      202910000002.50000038.983261QAM25620
      212990000002.29999938.983261QAM25621
      223070000002.20000138.983261QAM25622
      233150000001.90000238.983261QAM25623
      243230000001.40000238.605377QAM25624
      253310000001.29999938.605377QAM25625
      263390000001.00000038.605377QAM25626
      273470000001.20000138.605377QAM25627
      283550000001.00000038.983261QAM25628
      293630000001.29999938.983261QAM25629
      303710000001.40000238.983261QAM25630
      313790000001.50000038.983261QAM25631
      323870000001.50000038.605377QAM25632



      3.0 Downstream channels

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

      1Locked38.98326100
      2Locked38.60537700
      3Locked38.98326100
      4Locked38.60537700
      5Locked38.60537700
      6Locked38.60537700
      7Locked38.98326100
      8Locked38.60537700
      9Locked38.98326100
      10Locked38.98326100
      11Locked38.60537700
      12Locked38.60537700
      13Locked38.60537700
      14Locked38.98326100
      15Locked38.60537700
      16Locked38.98326100
      17Locked38.98326100
      18Locked38.60537700
      19Locked38.60537700
      20Locked38.98326100
      21Locked38.98326100
      22Locked38.98326100
      23Locked38.98326100
      24Locked38.60537700
      25Locked38.60537700
      26Locked38.60537700
      27Locked38.60537700
      28Locked38.98326100
      29Locked38.98326100
      30Locked38.98326100
      31Locked38.98326100
      32Locked38.60537700



      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159964K1840QAM4096759


      3.1 Downstream channels

      Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
      159Locked39-4.465462970
      • 11aidandawes's avatar
        11aidandawes
        Tuning in

        3.0 Upstream channels

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

        13660000044.0205995120 KSym/sec64QAM3
        22360000043.5205995120 KSym/sec64QAM5
        33010000043.5205995120 KSym/sec64QAM4
        44310000044.5205995120 KSym/sec64QAM2
        54960000045.0205995120 KSym/sec64QAM1



        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

        1US_TYPE_ATDMA0000
        2US_TYPE_ATDMA0000
        3US_TYPE_ATDMA0000
        4US_TYPE_ATDMA0000
        5US_TYPE_ATDMA0000



        3.1 Upstream channels

        Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
        610.039.52KQAM128


        3.1 Upstream channels

        Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
        6OFDMA20053.900
  • Here's my Broadband Quality Monitor from the last 24 hours or so, it looks normal to me? I genuinely think the issue is between my Router and Virgin Media themselves, I specifically think this due to everything being fine until there was maintenance in my area. 

    Any idea what might be happening?

    Thank you very much once again.

  •  

    Here's my Broadband Quality Monitor from the last 24 hours or so, it looks normal to me so I genuinely think the issue is between my router and Virgin Media itself. I specifically think this because the issues only started after there was maintenance in my area, I have not changed anything about my setup.

    Do you know what might be happening?

    Thank you very much once again.

  • Hello 11aidandawes.

    Thanks for your first post and welcome to our community.

    Sorry for the delay in replying.

    As your post was almost a week ago, Can we please ask if there has been any improvement?

    Gareth_L

     

    • 11aidandawes's avatar
      11aidandawes
      Tuning in

      Good Afternoon Gareth,
      Last time I checked was around 1am last night and I was still having the same issues then. I can update you when I get home from work later today but I can almost guarantee the issues will continue since they've been constant for a week now and were still happening earlier today.

      My internet was perfect with high speeds and no packet loss until Monday April 1st. On this day, Broadband went down across my entire postcode according to your website and so I didn't have any internet for around 12 hours I'd say.

      Once it came back on at around noon the next day (April 2nd) it was never the same and I've been having issues ever since. 

      It seems that for a few seconds every few mintues the internet completely cuts out. If I am in a call the other person's camera and mic will completely freeze for a few seconds or if I am playing a video game all of the other players will be completely still for a few seconds, as you can imagine it's not ideal for this to be happening every few minutes.

      However, I am not sure if this is a packet loss issue because games seem to react like my packet loss is perfect (20ms ping, 0% loss) and then for those few seconds the internet is down they get 100% packet loss, there is no inbetween, it's either 0% or 100%.

      I know for a fact it's not my ethernet cable as I have not changed anything with the setup since a few weeks ago when things were perfect and also I have a PS5 connected wirelessly and that is having the very same issues as my PC connected via ethernet cable.

      I have powered my router off and back on again multiple times and even factory reset it and the problems still remain. Could you please help me figure out what the issue may be and fix it please?

      Thank you very much. 

  • Good Afternoon Gareth,
    Last time I checked was around 1am last night and I was still having the same issues then. I can update you when I get home from work later today but I can almost guarantee the issues will continue since they've been constant for a week now and were still happening earlier today.

    My internet was perfect with high speeds and no packet loss until Monday April 1st. On this day, Broadband went down across my entire postcode according to your website and so I didn't have any internet for around 12 hours I'd say.

    Once it came back on at around noon the next day (April 2nd) it was never the same and I've been having issues ever since. 

    It seems that for a few seconds every few mintues the internet completely cuts out. If I am in a call the other person's camera and mic will completely freeze for a few seconds or if I am playing a video game all of the other players will be completely still for a few seconds, as you can imagine it's not ideal for this to be happening every few minutes.

    However, I am not sure if this is a packet loss issue because games seem to react like my packet loss is perfect (20ms ping, 0% loss) and then for those few seconds the internet is down they get 100% packet loss, there is no inbetween, it's either 0% or 100%.

    I know for a fact it's not my ethernet cable as I have not changed anything with the setup since a few weeks ago when things were perfect and also I have a PS5 connected wirelessly and that is having the very same issues as my PC connected via ethernet cable.

    I have powered my router off and back on again multiple times and even factory reset it and the problems still remain. Could you please help me figure out what the issue may be and fix it please?

    Thank you very much. 

  • legacy1's avatar
    legacy1
    Alessandro Volta

    I had a device that once caused this so likely VM need to reboot something their end

    Do you think you can BQM VM WAN gateway IP for checking