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2021technology
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40% packet loss. Latency spikes

I'm a new customer and the connection quality I am receiving is awful (especially recently). Gaming or any real time task is completely out of the question. I have restarted the hub. I've checked the connections etc. Please help. 


BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0c9d451e589167e973b27ca7da30b90fcd...

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2021technology
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Re: 40% packet loss. Latency spikes

Upstream bonded channels

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

16030004144.8512064 qam1
23940000043.8512064 qam4
34620000044.8512064 qam3
45370000045.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA00100
3ATDMA0000
4ATDMA0000
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2021technology
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Re: 40% packet loss. Latency spikes

Downstream bonded channels

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

12110000002.540256 qam10
2139000000340256 qam1
3147000000340256 qam2
41550000002.540256 qam3
51630000002.540256 qam4
61710000002.240256 qam5
71790000002.240256 qam6
81870000002.540256 qam7
91950000002.540256 qam8
102030000002.540256 qam9
112190000002.240256 qam11
122270000002.240256 qam12
132350000002.240256 qam13
142430000002.440256 qam14
152510000002.540256 qam15
162590000002.740256 qam16
172670000002.940256 qam17
182750000002.940256 qam18
192830000002.940256 qam19
202910000002.940256 qam20
212990000003.240256 qam21
223070000002.740256 qam22
233150000002.740256 qam23
24323000000238256 qam24



Downstream bonded channels

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

1Locked40.941510
2Locked40.375030
3Locked40.3110500
4Locked40.3117630
5Locked40.993180
6Locked40.989870
7Locked40.998710
8Locked40.991170
9Locked40.363720
10Locked40.943910
11Locked40.344080
12Locked40.934700
13Locked40.915280
14Locked40.37210
15Locked40.96960
16Locked40.37150
17Locked40.913410
18Locked40.318990
19Locked40.921710
20Locked40.919980
21Locked40.310180
22Locked40.93120
23Locked40.3620
24Locked38.9650
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legacy1
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Message 4 of 8
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Re: 40% packet loss. Latency spikes

Your T3 Timeouts counter should be much higher with that packet loss.

Likely upstream packet loss with a bad line.
---------------------------------------------------------------
Hayley_S
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Re: 40% packet loss. Latency spikes

Hello @2021technology,

 

Welcome to the community page, thank you for posting on here.

 

I am sorry for the current issues you are facing.

 

Please can you do the following:

 

We need to check that the coax cable (white cable) is connected securely to every piece of Virgin Media kit but also ensure that it is connected securely to any splitters that are in use as well as the wall socket.

Tighten any loose connections to make sure they are finger tight. If the cables have push-fit connectors make sure they are connected securely, especially to the back on the Hub 3.0.

 

Let me know if this improves everything.

 

Look forward to hearing from you.
 

Hayley
Forum Team



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2021technology
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Message 6 of 8
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Re: 40% packet loss. Latency spikes

read my original post. It does not help in the slightest.

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dw796
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Message 7 of 8
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Re: 40% packet loss. Latency spikes

Did you get this sorted?

Looks like my BQM, and the problem was with the fibre optic connector on the box on the front of the house where it changes to co-ax. You'll have a big coil of thin fibre, and because its coiled it tugs on the connector slightly, it may not be seated properly.

If you look in it, there will be a little device with 3 LEDs, I think one's power, and one upstream and downstream.. something like that. If your upstream one is red, try moving the cables and connector so the fibre cable goes straight into the connector, rather than maybe being pulled at an angle like mine was.

I didn't have to touch mine for 2 years, then got similar issues to yourself, so it can happen out of the blue.

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Robert_P
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Re: 40% packet loss. Latency spikes

Hello 2021technology

 

Sorry to hear of the service issues experienced, we appreciate you taking the time to make us aware of this via the forums.

 

I've arranged for a technician to come out tomorrow morning between 8am and 12pm, please let me know if there are any individuals shielding in the property at the moment or if the appointment isn't convenient for you. I can look to arrange it for a better time for you.

 

Rob

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