Ongoing High Latency, Packet Loss – Engineer Visit Did Not Resolve

Question

I'm experiencing ongoing issues with my Virgin Media broadband connection, specifically high and erratic latency with frequent ping spikes and occasional packet loss.

An engineer visited yesterday who reset the router and replaced all the cabling, including inside and outside the property. Unfortunately, the latency issues continued immediately after the visit. Here's a snapshot from my Broadband Quality Monitor. You can see the latency issue is still occurring after the engineer visit at 1 pm.

I called Virgin Media support again, and the operator said that the engineer would come back within 1–2 hours. That never happened, and I’ve had no follow-up since..

Here are my Hub3 stats after the engineer reset my router yesterday.

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	155000000	13.6	38	256 qam	3
2	163000000	14	38	256 qam	4
3	171000000	14.5	38	256 qam	5
4	179000000	14.9	38	256 qam	6
5	187000000	15.1	38	256 qam	7
6	195000000	15.3	38	256 qam	8
7	203000000	15.1	40	256 qam	9
8	211000000	15.1	38	256 qam	10
9	219000000	15	40	256 qam	11
10	227000000	15	40	256 qam	12
11	235000000	14.8	40	256 qam	13
12	243000000	14.8	40	256 qam	14
13	251000000	14.5	40	256 qam	15
14	259000000	14.4	38	256 qam	16
15	267000000	14.3	38	256 qam	17
16	275000000	14.3	38	256 qam	18
17	283000000	14	40	256 qam	19
18	291000000	14	38	256 qam	20
19	299000000	13.9	38	256 qam	21
20	307000000	14.1	40	256 qam	22
21	315000000	15	40	256 qam	23
22	323000000	15.6	40	256 qam	24
23	411000000	16.5	40	256 qam	25
24	419000000	16	40	256 qam	26

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	1500	0
2	Locked	38.9	1154	0
3	Locked	38.6	772	36
4	Locked	38.6	632	0
5	Locked	38.9	647	0
6	Locked	38.9	651	0
7	Locked	40.3	676	0
8	Locked	38.9	852	0
9	Locked	40.9	975	0
10	Locked	40.3	1163	0
11	Locked	40.9	1391	0
12	Locked	40.3	1409	0
13	Locked	40.3	1568	0
14	Locked	38.9	1751	0
15	Locked	38.9	1896	0
16	Locked	38.9	1986	0
17	Locked	40.3	1860	0
18	Locked	38.9	2643	0
19	Locked	38.9	2727	0
20	Locked	40.3	2431	0
21	Locked	40.3	2150	0
22	Locked	40.3	1780	0
23	Locked	40.9	1555	0
24	Locked	40.9	1575	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	44	5120	64 qam	1
2	30100000	44.3	5120	64 qam	4
3	23600000	44.5	5120	64 qam	5
4	36600000	44	5120	64 qam	3
5	43100000	43.8	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T3 Timeouts
1	ATDMA	1
2	ATDMA	0
3	ATDMA	0
4	ATDMA	0
5	ATDMA	0

Cardiffman282 · Answer

Downstream power levels are too high. You will need an engineer back to possibly fit an attenuator.&nbsp;

TMHUSSAIN · Answer

I brought that up yesterday, but the engineer was mainly focused on whether the speed was being met and said she saw no issue with the monitor she shad

legacy1 · Answer

Power levels maybe high but likely are not the cause for ping spikes it might be that the area is high load for the upstream a Docsis 3.1 hub with 3.1 upstream may help. It is also possible you have devices causing the ping spikes which will be harder to find out one way is to let the hub be free from anything that may cause it so change wifi password and unplug wire devices and let BQM ping if it spikes you know its VM network.

Forum Discussion

Ongoing High Latency, Packet Loss – Engineer Visit Did Not Resolve

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

3 Replies

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