Forum Discussion

Swinder's avatar
Swinder
Up to speed
1 month ago

Regular Packet Loss Causing Disconnects

Since 1st November I have seen regular spikes of packet loss, initially small and not causing any increased latency or disconnects Progressively this has worsened to the point that the packet loss spikes are virtually on the hour, every hour and are far more noticeable whilst gaming. These spikes coincide with disconnects from World of Warcraft on two different desktop PC's.

Above is for 16th December as 17th I turned "allow ping from WAN" off via my Flint 2 router to test as I have heard of regular timed tests (Samknows) causing issues for others. This hasn't fixed my issue.

The issue persists via modem mode into a Flint 2 router as well as via the router mode on the modem itself. Impacted desktops are wired but I haven't tested wireless as I am confident this issue will persist.

I'll drop the logs in a reply below.

20 Replies

  • vmveteran017's avatar
    vmveteran017
    Tuning in
    1 month ago

    This has been happening to me since last Thursday and now happens every 25 minutes or so, it is a serious issue and I don't see Virgin acknowledging it anywhere.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    1 month ago

    Change ethernet cable and connect to hub in modem mode without your router setup a new BQM and allow by your firewall.

    problem could be a fault with the hub or something outside causing this.

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team (Retired)
    1 month ago

    Hi Swinder​ 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your service. There can be a number of reasons as to why this is occurring, so that we can assist further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

    Thanks.

    Sabrina

  • Swinder's avatar
    Swinder
    Up to speed
    30 days ago

    Just to bump this.

    The connection has improved a little since switched to router mode, but is likely a coincidence rather than indicating an issue with my 3rd party router.

    There was a bit of what looked like local utilisation issues due to Christmas which has susbsided for now but the packet loss is still present and, whilst not spiking and causing disconnects as often, it is clearly become more frequent rather than consistent intervals.

     

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      27 days ago

      Thanks for coming back to us, Swinder. I've checked from here and cannot see any issues with your connection or in the local area. How are things looking at the moment from your side of things?

      Kind Regards,

      Steven_L

      • Swinder's avatar
        Swinder
        Up to speed
        20 days ago

        Apologies for the delayed response.

        The connection is about the same, though straight disconnects appear to be less frequent. Packet loss is still present. I am still in router mode so I am confident that issues stem from the modem backwards rather than with my local setup. It impacts two separate wired desktop PC regardless of modem/router mode and both have had their lan cables replaced since the issue. Coax from the wall box to modem has also been checked with a spare from a previous install, no change there.

         

  • jusmeig's avatar
    jusmeig
    Joining in
    18 days ago

    I am seeing very similar behavior.

    I'm a previous Virgin Media Ireland customer who moved back, and was issued a new Hub 6 modem. I have has very similar issues with lag spikes in games. Packet loss reported. Unable to reach certain domains.

    Doing some digging using test-ipv6.com, seems like I am not being issued an IPv4 address. After a while one appears, and some of the connection timeout issues seem to go away, however I intermittently seem to get disconnected from the internet for seconds / minutes.

    Its making working form home very difficult and gaming is obviously badly effected (who not quite so mission critical as work!!)

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      18 days ago
      jusmeig wrote:

      I'm a previous Virgin Media Ireland customer who moved back, and was issued a new Hub 6

      This is the UK VM forum, so you would need to contact VM IE for assistance.  VM UK don't have a Hub 6 or any IPv6 capabilities.  Contact Us | Virgin Media Ireland

       

      • jusmeig's avatar
        jusmeig
        Joining in
        17 days ago

        Thanks for letting me know, how did I end up here 🤣

  • Swinder's avatar
    Swinder
    Up to speed
    9 days ago

    Still no improvement. The frequency of disconnects are increasing again and are most notable during peak hours. You'll have no issues and then you will have 5-10mins of high latency with disconnects. More severe latency/disconnects coincide with the packet lost spikes.

    I am still in modem mode, the 2 affected devices are both wired, have replaced all ethernet cables and swapped out the coax for another VM spare I had.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      9 days ago

      likely a bad connection outside its always hard to know if its downstream or upstream likely is upstream the modem thinking the line is fine sends a packet which the other end of the CMTS Docsis can't work out then Docsis tries a lower Modulation for a bit then does some tests which gives the all clear for higher Modulation then the issue happens again.

      So VM should see a log of your modem doing this.

    • Nathan_B's avatar
      Nathan_B
      Icon for Forum Team rankForum Team
      7 days ago

      Thanks for your reply, we've checked this again for you and there doesn't seem to be any issues with the connection that we can see, all power levels look fine too.

      When you have the Hub in router mode and are seeing these issues, how long are you using it in this mode? Are you able to try using for at least 24 hours to see if the issue persists? It will then help us to rule things out.

      Regards

      Nathan

      • Swinder's avatar
        Swinder
        Up to speed
        4 days ago

        Hi Nathan, thanks for your reply.

        The hub is currently in modem mode but this issue persists in router mode as well so I am fairly convinced that the kit post the point of the modem is fine.

        As a test, I have connected wirelessly to my works provided 5g modem and I can't replicate the issues on any device when connected to that network.

        Below is as of today and it has been worse over the weekend just gone.

        I'll switch into router mode at some point this afternoon as you've requested but, as already mentioned, it does persist through both modes.

        Does the input that legacy1 has kindly shared identify anything?