Packet loss issue?
Hi, I seem to be having packet loss issues at the moment, very evident when playing online games, or running any test I will see the packet loss noted at around 3%.
I ran my Hub stats into AI and got the following;
- Downstream Power Levels
- Range: from +3.7 dBmV (channel 11) down to +0.7 dBmV (channels 28-30)
- Ideal range for Virgin: -6 to +10 dBmV, recommended ±7 dBmV, best within ±5 dBmV
Your levels are technically within spec, but the spread is about 3 dB across the band and they tilt downwards with frequency (lower frequencies stronger, higher frequencies weaker).
The lowest channels are sitting at +0.7 to +0.9 dBmV – this is very close to the bottom edge of acceptable. Virgin’s own engineers often say anything under +1 dBmV starts to become marginal, especially if it drops further in hot weather or with temperature changes.2. Downstream SNR / RxMER
- 3.0 channels: 36–38 dB → perfectly fine for QAM256 (needs >33-34 dB minimum)
- 3.1 channel (OFDMA): the RxMER column shows “0” which is normal – it’s not reported the same way. The important figure is the PLC Power at +2.5 dBmV – healthy.
No noise issues visible here.3. Error counters – this is the key part3.0 channels (QAM256):
- Almost completely clean – only a handful of Pre-RS errors on the very lowest frequency channels and zero Post-RS (uncorrectable) errors on any 3.0 channel.
- This is excellent – basically no packet loss coming from the 3.0 part of the spectrum.
3.1 channel (channel 159 – the high-split OFDMA channel that carries most of your speed):
- Corrected errors: 582,918,780
- Uncorrectable errors: 0
That corrected number is huge – over half a billion FEC-corrected codewords.
But crucially zero uncorrectables.What this means: The 3.1 channel is having to work quite hard correcting errors (likely because some of your downstream power levels are on the low side and possibly some ingress/noise on the higher frequencies), but the modem is successfully correcting everything before it turns into actual packet loss.So right now you are not seeing packet loss that reaches your devices – the hub is fixing it all at the physical layer.
So it would seem that I am not getting any packet loss, however when you look at the thinkbroadband BQM you can see the packet loss.
What can I do about this?
Also my upload speed is currently around 22Mbps on the Gig1 plan.
