Forum Discussion

StillHoping's avatar
StillHoping
Tuning in
2 years ago

Latency and Packet Loss Spikes for Months, Are These Power Levels Normal?

Hey everyone, for the last few months we have been having very high packet loss and latency spikes (ranging from only a few seconds to a few hours at a time). For a quick example here is the connecti...
latency
outage
packet loss
power
Power Levels
spikes
StillHoping's avatar
StillHoping
Tuning in
2 years ago

Testing over the weekend and it does look like there is something happening on the hub occasionally which causes periods of slow packet processing and/or packets drops.

It looks similar to this issue where a hub replacement solved the issue: https://community.virginmedia.com/t5/Networking-and-WiFi/Hub3-in-modem-mode-ping-spikes-and-packet-loss/td-p/5384022/page/2

 

However the good news it that whenever latency to the modem increases, it can just be restarted and it will be okay until the process on the SuperHub 3 starts again (and then it is just a reboot away from being okay). This is frustrating but at least there is a workable solution in the meantime.

Steven_L's avatar
Steven_L
Forum Team
2 years ago

Thanks for coming back to us StillHoping, I can see that there is an SNR fault logged in your area at the moment. This has been open since the 4th January and has a current estimated fix time of 12.30 on Thursday 11th January.

Kind Regards,

Steven_L

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    The data you gave in your first post showed QAM level errors on the upstream, and many T3 errors. I'm slightly surprised that these weren't commented on. 

    It would be helpful if you posted the Hub data again when the reported fault has been cleared. 

     

    • StillHoping's avatar
      StillHoping
      Tuning in
      2 years ago

      Hi @jpeg1 and @Steven_L,

      We are still experiencing the issues after the area fault was fixed. If there is high latency to the modem (anything more than 800ms) for more than 20 minutes then we automatically restart the modem. This is very annoying but we only average a modem restart every day or so it is not awful. You can see that in action here (it takes some time to restart):

      In addition there is a new problem with occasional spikes in latency to 100-200ms, which is not great but at least it is useable (even with the crazily high 16% average 3hr packet loss):

      These above graphs perfectly copy latency to external services (with packet loss being lower). Restarting again fixes this most of the time (or if not a cold restart will).

       

      Here are what the errors look like after 10 hours of uptime (the remaining downstream bonded channels have between 3 and 8 Pre RS errors):

       

      Any more help from VM would be great. Also if there is a way of profiling the Super Hub 3 in Modem mode. Or if someone knows of a way of restarting directly over a local API call would be helpful.

       

      Edit: recently found this which probably lets me further automate some of this: https://github.com/KarlJorgensen/virgin-media-hub3

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 years ago

        Thanks for coming back to us StillHoping, we will need to send out a technician to have this looked into further. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
        Kind Regards,
        Steven_L