Every day for the last week I've been experiencing packet loss that starts at almost exactly 4pm and finishes at exactly midnight. Have tried pin hole reset of router as advised. Have had a monitor set up but it's saying that my network is fine when it obviously isn't.Broadband quality monitor link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/39f93290cfb56146d9819067c5c9d164d25c4c50

The important thing here is for the VM Forum Team to take your report seriously.

I have an engineer out tomorrow afternoon, will update

I'm trying my absolute best to not get frustrated with this, but my experience has been exceptionally poor.1. The forum team hasn't weighed in substantively in 2 weeks of regular posting2. Customer support has been totally useless and made irrelevant suggestions to my issues3. 2 engineers have also not fixed it over several weeks, replacing my router unnecessarily, and not fixing the issue with escalation.It seems totally backwards that in order to fix network issues I as the customer am expected to become an expert, because it seems like the default response from Virgin Media is to fob you off with nonsense excuses in the hope you either give up or go away.After speaking with all these different Virgin Media representatives I don't feel like I'm being taken seriously or have any confidence that the issue is going to be resolved. My complaint launched 3 weeks ago has also not elicited a response, other than them sending me an email saying my I can fix packet loss by moving my wired devices closer to my router, and then attempting to close the complaint.

Exactly my gripe - they make a new fault every time as if it's not the same thing for weeks on end. They are working on the basis that if they gaslight their customers by saying 'our tests are showing no problems' and 'your speeds are fine' that we will believe there isn't an issue. Objective tests show there is an issue and the number of these forum threads occurring shows it's not an isolated event. It wouldn't surprise me if this is a very widespread issue and Virgin is just trying to stop it attracting more attention. As Sephiroth suggested, I will write up the case and send it to ISPReview

Have sent it to local press and got in touch with ISPReview, and have an appointment with my local MP this Friday.

Packet loss every day between 4pm and 12am exactly | Virgin Media Community

Client62
Alessandro Volta
6 months ago
Do you see connection issues in the VM Hub status tabs for Upstream and Downstream signal levels & errors ?
- gsb1
  On our wavelength
  6 months ago
  How do I find that information?
Client62
Alessandro Volta
6 months ago
Connect to the Hub at http://192.168.0.1/ in a web browser. Don't log in.

Follow the link Check router status this is below the log in dialogue box.
You will then see tabs Downstream & Upstream.
- gsb1
  On our wavelength
  6 months ago
  I can't see that option

Client62

Alessandro Volta

6 months ago

Look like you have never signed into the Hub 3 menus.

Login with the Hub 3s' numeric password.

The same info can then be found in the Hub menu at :

Advanced settings >> Network status >> Router status ... ( Downstream & Upstream )

gsb1

On our wavelength

6 months ago

Downstream:

Downstream bonded channels

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

1	195000000	3.2	40	256 qam	8
2	139000000	3	38	256 qam	1
3	147000000	2.9	38	256 qam	2
4	155000000	2.7	38	256 qam	3
5	163000000	3	38	256 qam	4
6	171000000	3	38	256 qam	5
7	179000000	3.2	38	256 qam	6
8	187000000	3.2	38	256 qam	7
9	203000000	3	38	256 qam	9
10	211000000	2.9	38	256 qam	10
11	219000000	2.7	38	256 qam	11
12	227000000	2.5	38	256 qam	12
13	235000000	2.4	38	256 qam	13
14	299000000	3.5	38	256 qam	21
15	307000000	3.5	40	256 qam	22
16	323000000	3.9	38	256 qam	24
17	331000000	3.7	38	256 qam	25
18	339000000	3.7	38	256 qam	26
19	347000000	3.7	38	256 qam	27
20	355000000	3.9	38	256 qam	28
21	363000000	4	40	256 qam	29
22	371000000	4	40	256 qam	30
23	379000000	4	38	256 qam	31
24	387000000	4	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	21	0
2	Locked	38.6	7	0
3	Locked	38.9	11	0
4	Locked	38.9	8	0
5	Locked	38.9	8	0
6	Locked	38.9	25	2024
7	Locked	38.9	21	0
8	Locked	38.6	20	0
9	Locked	38.9	10	0
10	Locked	38.9	12	0
11	Locked	38.9	16	0
12	Locked	38.9	12	0
13	Locked	38.9	10	0
14	Locked	38.9	18	0
15	Locked	40.3	16	0
16	Locked	38.6	19	0
17	Locked	38.9	18	0
18	Locked	38.9	26	0
19	Locked	38.9	25	0
20	Locked	38.9	26	0
21	Locked	40.3	33	0
22	Locked	40.3	39	0
23	Locked	38.9	40	0
24	Locked	38.6	55	0

gsb1
On our wavelength
6 months ago
Upstream

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 47.8 5120 64 qam 3
2 23600000 47.3 5120 64 qam 5
3 30100000 47.3 5120 64 qam 4
4 43100000 47.8 5120 64 qam 2
5 49600000 47.8 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 259 0
2 ATDMA 0 0 24 0
3 ATDMA 0 0 2 0
4 ATDMA 0 0 11 0
5 ATDMA 0 0 3 0
gsb1
On our wavelength
6 months ago
As usual, packet loss stopped just after midnight last night
- Walker94
  Joining in
  6 months ago
  Having the same issue mines from 8 at night till 5-6-7 in the morning
gsb1
On our wavelength
6 months ago
Just started again for the day:

gsb1

On our wavelength

6 months ago

Updated data:

Downstream bonded channels

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

1	195000000	3.2	40	256 qam	8
2	139000000	3	38	256 qam	1
3	147000000	2.7	38	256 qam	2
4	155000000	2.7	38	256 qam	3
5	163000000	2.9	38	256 qam	4
6	171000000	3	38	256 qam	5
7	179000000	3.2	38	256 qam	6
8	187000000	3.2	38	256 qam	7
9	203000000	3	38	256 qam	9
10	211000000	2.9	38	256 qam	10
11	219000000	2.7	38	256 qam	11
12	227000000	2.5	38	256 qam	12
13	235000000	2.4	38	256 qam	13
14	299000000	3.4	38	256 qam	21
15	307000000	3.5	40	256 qam	22
16	323000000	4	38	256 qam	24
17	331000000	3.7	38	256 qam	25
18	339000000	3.7	38	256 qam	26
19	347000000	3.7	38	256 qam	27
20	355000000	3.9	40	256 qam	28
21	363000000	4	40	256 qam	29
22	371000000	4	40	256 qam	30
23	379000000	4	38	256 qam	31
24	387000000	4	38	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	21	0
2	Locked	38.6	7	0
3	Locked	38.9	14	0
4	Locked	38.9	8	0
5	Locked	38.9	9	0
6	Locked	38.9	84	2024
7	Locked	38.9	22	0
8	Locked	38.6	23	0
9	Locked	38.9	25	0
10	Locked	38.6	12	0
11	Locked	38.9	18	0
12	Locked	38.9	14	0
13	Locked	38.9	11	0
14	Locked	38.9	24	0
15	Locked	40.3	18	0
16	Locked	38.9	29	0
17	Locked	38.9	28	0
18	Locked	38.9	28	0
19	Locked	38.9	47	0
20	Locked	40.3	49	0
21	Locked	40.3	40	0
22	Locked	40.3	49	0
23	Locked	38.9	61	0
24	Locked	38.9	77	0

gsb1
On our wavelength
6 months ago
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 36600000 47.8 5120 64 qam 3
2 23600000 47.3 5120 64 qam 5
3 30100000 47.3 5120 64 qam 4
4 43100000 47.8 5120 64 qam 2
5 49600000 47.8 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 313 0
2 ATDMA 0 0 26 0
3 ATDMA 0 0 2 0
4 ATDMA 0 0 15 0
5 ATDMA 0 0 3 0
- Steven_L
  Forum Team
  6 months ago
  Hey gsb1,
  
  Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection. I have looked into this on our system and cannot see any further issues with your connection or in the local area. How are things looking at the moment?
  
  Kind Regards,
  
  Steven_L
  - gsb1
    On our wavelength
    6 months ago
    I had a couple of days with only small incidences of packet loss, and a message saying that a fault in my area had been resolved, but I'm now seeing the packet loss again.
    Edit: It may be a coincidence, but it started at almost exactly 4pm again.
gsb1
On our wavelength
6 months ago
Even worse today
- gsb1
  On our wavelength
  6 months ago
  Virgin engineer has attended and has replaced Hub 3 with a new Hub 3, all tests are showing no faults, but the packet loss remains and is more severe now than in previous days at ~50%
Client62
Alessandro Volta
6 months ago
During the problem periods does packet loss show with this VM provided test :

https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to display the stats for Packet loss, Jitter, Latency & Upload speeds.

A screen shot of the full Realspeed results would be worthwhile.
- gsb1
  On our wavelength
  6 months ago
  The results are all over the place:
  https://www.thinkbroadband.com/broadband/monitoring/quality/share/f3b850c5b40d4084e9afd6c518fcf001900b0617
  - Client62
    Alessandro Volta
    6 months ago
    Woa those Realspeed results are absolutely nonsense & the test failed to complete on the device.

Forum Discussion

Packet loss every day between 4pm and 12am exactly

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

Upstream bonded channels

Downstream bonded channels

Downstream bonded channels

Upstream bonded channels

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1	36600000	47.8	5120	64 qam	3
2	23600000	47.3	5120	64 qam	5
3	30100000	47.3	5120	64 qam	4
4	43100000	47.8	5120	64 qam	2
5	49600000	47.8	5120	64 qam	1

1	ATDMA	259
2	ATDMA	24
3	ATDMA	2
4	ATDMA	11
5	ATDMA	3

1	ATDMA	313
2	ATDMA	26
3	ATDMA	2
4	ATDMA	15
5	ATDMA	3