Virgin Media Community

[PacketLPigeon]

Morning.

We've recently once again ran into internet issues with packet loss, the only difference is that this time instead of being congestion related during peak hours, it's now consistently at all times throughout the day and night. We've phoned support and on their end their one click diagnostic button reports "everything is working fine" and they refuse to send out any engineers or do anything but raise a complaint ticket.

The problem appeared out of nowhere and has been (unlike our broadband) startlingly consistent since with no signs of abating. Yes, this problem is consistent and unchanging even with no other devices connected to the router after a restart with a connection via ethernet straight from the router.

ThinkBroadband results below.

15th, we've only just begun~ 

16th, help me. I'm in hell

17th, we call this one "forced once again to use starbucks wifi for work zoom meetings " VM chique

Many thanks.

[hortonj88]

Only thing consistent about Packet Loss Media's connection tbh.

[risc19]

Login to your router and post your stats mate.

We'll have a look.

[PacketLPigeon]

Thanks for the reply!

I'm not absolutely certain what stats I'm looking for so apologies, here's what I've managed so far.

Router Status

Downstream Bonded Channels 1

Downstream Bonded Channels 2

Upstream

Configuration

Network Logs (Not sure if these are relevant but better safe than sorry)

Network Logs 1

Network Logs 2

Network Logs 3

Network Logs 4

Thanks again!

[risc19]

Upstream channel 1 (id 6) has x170 t3 timeouts!

Thats bad even for virgin.

They could just be old so it may be worth rebooting / factory reset to see if it locks on to a different channel ID.

It's a quick simple way to see if we can get it better.

Either way, its a clear problem and it's not your fault.

If a reset doesn't help it's up to virgin.

The rest of it looks good.

[PacketLPigeon]

Thanks again for the help!

I did a factory reset and for a second I thought it had fixed it, unfortunately it has not and is just as bad. And yeah as far as I can tell I've locked onto the same channel ID here.

Guess it's ringing up and grinding them down until they admit it's a network issue at this rate. 😞

[risc19]

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@PacketLPigeon wrote:

Thanks again for the help!

I did a factory reset and for a second I thought it had fixed it, unfortunately it has not and is just as bad. And yeah as far as I can tell I've locked onto the same channel ID here.

Guess it's ringing up and grinding them down until they admit it's a network issue at this rate. 😞

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I see you've been here before.

[Zoie_P]

Hi PacketLpigeon, 

Thanks for your post,

I am sorry to have you are having issues, I have located your account and can see there is an outage that you are affected by, it is a congestion one, and here is your reference F009025693, the estimated fix date is the 29th of May 10:15

let us know if you are still having issues after this date and we can take a closer look.

Zoie

[Andrew-G]

@Zoie_P When you say congestion, I take it you mean over-utilisation?  I ask because that's not the problem complained about or evidenced in the OP's BQM, which shows persistent grumbling packet loss, and the hub status data indicates an upstream noise issue that needs a technician visit to sort out.

[John_GS]

Hi PacketLPigeon

Apologies for the delayed reply.

I've checked with a colleague and it does need a tech visit (thank you @Andrew-G for your help here)

I shall PM you now to get some details from you so we can send this

Kind regards,