Forum Discussion

ClapperJuan's avatar
ClapperJuan
Joining in
7 months ago

Near Constant Packet Loss

Been with virgin for around 2 years now and as the month go on the speeds provided are going slowly down and packet loss is getting worse and worse by the day, The prices skyrocket yet the product provided is poor, i live in a household where wifi / internet is essential but they do not seem to care and instead would rather " Diagnose " things and say its all well, i have tried all the tips and tricks provided by them and nothing has been helping iam getting sick and tired of it honestly and even considering switching providers. I am getting a quality monitor setup to catch this packet loss on a graph but not sure how long that will take anyways here is other things that may help.

HUB Type: 3 
Speeds Paid for:  50mb/s Down 40mb/s Up

Speed provided: 35 - 40mb/s Down 20 - 30mb/s UP
Ping: 23ms average Spikes up to 2000ms randomly
Packet Loss: Jitter From 20 - 30 % every 2 -  3 seconds


STATUS: 

Acquired Downstream Channel (Hz)
723000000
Locked
Ranged Upstream Channel (Hz)
30100000
Locked
Provisioning State
Online

DOWNSTREAM:

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

1723000000-1.938256 qam40
24110000000.538256 qam1
34190000000.538256 qam2
44270000000.238256 qam3
54350000000.539256 qam4
6443000000-0.538256 qam5
7451000000-0.238256 qam6
8459000000-0.538256 qam7
94670000000.238256 qam8
104830000000.438256 qam10
114910000000.538256 qam11
12515000000-0.238256 qam14
135230000000.439256 qam15
14539000000-0.438256 qam17
15547000000-0.238256 qam18
16555000000-1.738256 qam19
17563000000-0.938256 qam20
18571000000-1.538256 qam21
19579000000-0.538256 qam22
20587000000-0.240256 qam23
21595000000-0.738256 qam24
22659000000-0.538256 qam32
23691000000-0.438256 qam36
24699000000-0.938256 qam37



Downstream bonded channels

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

1Locked38.9271839834887
2Locked38.968855022162306
3Locked38.92378390301600871
4Locked38.91124497725477
5Locked39.3568797946963
6Locked38.9300030820435
7Locked38.91992216620451
8Locked38.9-179213369195860229
9Locked38.9-191345877446201734
10Locked38.9270515518620
11Locked38.9275342918935
12Locked38.6257197016287
13Locked39.8240792414767
14Locked38.6232993313079
15Locked38.9218294912114
16Locked38.9203433411946
17Locked38.9194009911353
18Locked38.9187432810639
19Locked38.919104949614
20Locked40.318206049765
21Locked38.917262258985
22Locked38.910373265690
23Locked38.610786344704
24Locked38.616175775112

UPSTREAM:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13010000046.8512064 qam12
23660000046.8512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0060
2ATDMA0070

 

 

  • ClapperJuan's avatar
    ClapperJuan
    Joining in
    7 months ago
    10/07/2024 11:25:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    09/07/2024 21:02:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    09/07/2024 21:02:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    09/07/2024 09:32:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    08/07/2024 06:24:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    07/07/2024 21:10:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    07/07/2024 09:21:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    07/07/2024 07:59:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2024 10:13:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2024 09:02:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2024 09:02:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    06/07/2024 02:10:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    05/07/2024 16:19:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    04/07/2024 21:28:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/07/2024 05:14:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    03/07/2024 03:19:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/07/2024 21:02:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    02/07/2024 21:02:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    30/06/2024 21:25:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/06/2024 14:13:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    Network Log also

  • ClapperJuan's avatar
    ClapperJuan
    Joining in
    7 months ago

    Current thinkbroadband graph its been 40 mins and already showing huge packet loss

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      7 months ago

      Hi ClapperJuan 👋

      Welcome to our Community Forums and thanks for your post. 

      Sorry for any issues with your service. 

      I've not been able to locate your details so will pop you a PM 📩 now and confirm these so we can run some tests for you. 

      Hope to hear from you soon! 🙂

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      7 months ago

      Thanks for confirming the requested details via PM ClapperJuan 

      I've booked an engineer for you to come out and have a look into the issue with the power levels. You can find confirmation of the visit via your 👉 online account.

      Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

      •The engineer diagnoses the faults as not being caused by our network/equipment 
      •The engineer discovers that the fault or problem relates to your equipment
      •The engineer discovers that the fault or problem relates to any system that we are not responsible for

      The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

      If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

      Let us know how the visit goes! 😊


       

      • ClapperJuan's avatar
        ClapperJuan
        Joining in
        7 months ago

        Technician failed to show up, others have said that this is a common problem with virgin media and honestly a huge inconvenience very very disappointed.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    Check 0800 561 0061 for a known fault in your street.

    Note:
    1)  Severe error counts across all downstream channels.
    2) Only 2 upstream channels are connected  ( seeing 4 to 6 is normal )

    Downstream bonded channels

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

    1Locked38.9271839834887
    2Locked38.968855022162306
    3Locked38.92378390301600871
    4Locked38.91124497725477
    5Locked39.3568797946963
    6Locked38.9300030820435
    7Locked38.91992216620451
    8Locked38.9-179213369195860229
    9Locked38.9-191345877446201734

     

    UPSTREAM:

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    13010000046.8512064 qam12
    23660000046.8512064 qam11
  • Gareth_L's avatar
    Gareth_L
    Forum Team
    7 months ago

    Hello ClapperJuan.

    Thanks for your post.

    Sorry to hear about your connection degrading.

    We have the ability to run a few checks on your hub from here and can see the upstream levels are way out of the range we require.

    To get this resolved we need to send you a private message to pass security and arrange an engineers visit.

    If you can check your logo at the top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

     

  • ClapperJuan's avatar
    ClapperJuan
    Joining in
    7 months ago

    Technician failed to show up and problem remains unfixed got to love it honestly