10-20% Packet loss all day

[Aidanjalali]

I've been experiencing fairly severe rubber-banding & packet loss in the past few days along with fairly large latency spikes. Would someone be able to take a look? Here is my BQM for the past 24 hrs or so:

When the engineer first came to install our hub ~5 years ago (hub 3 I think?) he added an 8db forward path equaliser to the end of the cable. I've left it on when I installed the Hub 4 - could this be causing the issues? Or is this just classic over-utilisation again?

For the record, I'm connected to the hub via an ethernet cable, and I've run the diagnostic test on my.virginmedia.com.

[Aidanjalali]

Here is my router downstream status:

3.0 Downstream channels

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

8	194750000	7.4	39	QAM256	8
1	138750000	8.3	38.6	QAM256	1
2	146750000	8.4	38.6	QAM256	2
3	154750000	8.4	38.6	QAM256	3
4	162750000	8.1	38.6	QAM256	4
5	170750000	7.8	37.6	QAM256	5
6	178750000	7.7	37.6	QAM256	6
7	186750000	7.6	38.6	QAM256	7
9	202750000	7.4	38.6	QAM256	9
10	210750000	7.4	38.6	QAM256	10
11	218750000	7.3	38.6	QAM256	11
12	226750000	7.4	38.6	QAM256	12
13	234750000	7.3	37.6	QAM256	13
14	242750000	7.3	38.6	QAM256	14
15	250750000	7.3	38.6	QAM256	15
16	258750000	7.2	38.6	QAM256	16
17	266750000	7.4	38.6	QAM256	17
18	274750000	7.8	38.6	QAM256	18
19	282750000	7.8	38.6	QAM256	19
20	290750000	7.7	39	QAM256	20
21	298750000	7.2	38.6	QAM256	21
22	306750000	6.7	38.6	QAM256	22
23	314750000	6.8	37.6	QAM256	23
24	322750000	7.1	37.4	QAM256	24
25	330750000	7.2	37.4	QAM256	25
26	338750000	6.9	37.6	QAM256	26
27	346750000	6.7	37.6	QAM256	27
28	354750000	6.7	37.6	QAM256	28
29	362750000	6.7	38.6	QAM256	29
30	370750000	6.6	39	QAM256	30
31	378750000	6.2	38.6	QAM256	31

3.0 Downstream channels

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

8	Locked	38.983261	0	0
1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.605377	291	0
4	Locked	38.605377	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	38.605377	55	0
9	Locked	38.605377	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	37.636276	0	0
24	Locked	37.355988	0	0
25	Locked	37.355988	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

39

5.3

462279951

275

[Aidanjalali]

And upstream:

3.0 Upstream channels

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

1	46200000	42.8	5120 KSym/sec	64QAM	3
2	53700000	43	5120 KSym/sec	64QAM	2
3	60300000	43.5	5120 KSym/sec	64QAM	1
4	39400000	42.8	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	3	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Zak_M]

Good afternoon @Aidanjalali, 

Welcome back to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your services.

I have just checked over your account from here & I have been able to see that you have a downstream power level issue, we need to get an engineer out to come and resolve this. 

I will pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[Zak_M]

Thank you for providing me with that information via PM. 

I have booked the engineer appointment , for the time, date & to make any necessary amendments please visit your My Virgin Media account.

Kind regards,

Zak_M 

[Aidanjalali]

Hi. I have signed into my VM account but I don't see anything about an engineer appointment on the dashboard. Is there a specific place I need to go to find this out?

[Paul_DN]

Hi Aidanjalali,

Thanks for coming back to us, sorry you weren't able to see the visit via your online account, I have had a look and can see the visit took place, how did it go, what were the Technicians findings, how are things now?

Regards

Paul.

[Aidanjalali]

Hi - thanks for following up! The engineer came over and couldn't find any downstream or upstream power issues. The dropped packets have resolved themselves but we are still getting the odd pingspike as you can see in my signature. The engineer's only suggestion was to downgrade to the Hub 3, which I didn't want to do for fear of losing out on wifi performance, so I'll be trying the hub in modem mode for a day or so just to check if it would improve the connection quality.

[Adduxi]

---

@Aidanjalali wrote:

<snip>    The engineer's only suggestion was to downgrade to the Hub 3, which I didn't want to do for fear of losing out on wifi performance,

---

The wifi performance between the Hub 3 and 4 is arguable, there are several threads here that would suggest the Hub 3 is better.

[John_GS]

Hi Aidanjalali

Did you check modem mode?

Best,