Packet loss spikes every 70-75 mins since March 3rd
From around 7pm on the evening of Monday 3rd March, regular small 'red spikes' of packet loss began appearing on the Broadband Quality Monitor graph associated with broadband for our home. These have continued for the past week, and are still occuring.
Graph for 3rd March:
Graph for 4th March:
The distance between each spike is quite consistent, at around 70-75 minutes. We've tried restarting our Hub 3.0 twice over this weekend, and each time it hasn't made any difference. It also doesn't seem to have impacted the timing of the spikes, as is shown when looking at the graph for today so far:
If the 100% red block from when the Hub was off was not there, then it looks like the timing of the spikes still matches the same 70-75 minute interval.
Nothing has changed relating to our setup or connection recently, or indeed in the past few months - no change of plan (still 250mb), no new devices added to the network, no new appliances that could be causing interference, and movement of the Hub or any computers. The problem seems to have come from nowhere. Have also checked the cables etc. are in correctly and tight, as per the troubleshooting advice provided by the My Virgin Media app.
Checking various testing websites for packet loss, the packet loss potentially appears to be affecting upload rather than download - packetlosstest.com has shown upload packet loss of 0.5 to 5%, with download packet loss almost always 0%.
When checking service status a few days ago, we were notified that there was a potential issue in our area that could be causing intermittent issues for broadband, TV and phone (F011730399). However, while we were notified that this was resolved at around 1:30pm on Saturday, the issue with our connection seems to be unaffected.
Why has this problem suddenly appeared with our connection, and how can we get it resolved?
Hello MaffewE,
Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection since the 3rd of March.
Having looked into your account, we can see that there is an SNR issue in your area, this is an issue within the network in your area and is to do with the signal to noise ratio in the connection. If the noise is too high this can cause interference and affect the strength and stability of your connection, I can assure you that the team are working on resolving this as soon as possibly but it can take more time to resolve these issues than other faults. The team would need to identify the location of the interference this could be at the distribution, street cabinet or even a customer in your area not using correct or approved cabling, this is the reason why SNR issues can take longer than other faults to resolve. We may also need third party assistance in the form of construction or partner assistance and working alongside their availability. When it comes to area issues they are not simple to fix and can be complex and unpredictable, as much as we try to ensure down time is kept to a minimum, like all other providers we cannot promise a 100% fault free service. Please do keep us updated here and we can look into any faults further if you'd like.
Kind Regards,
Steven_L
