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iiNSaNe93
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Constant Packet loss and unstable Upload

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bdb23a30e7b6e2ee3e29331a7ef9c96aaf707b2c-01-01-2021

Here’s my BQM for the past 24 hours, I have had the constant packet loss at the top for around a week now.

Upload speed should be 36, but I’m lucky to get 5 and it has been that way since March.

Is there anything I can do to fix this? Or is it over utilisation? 

I have had 3 home engineer visits, 2 new hubs, all white cables changed and tightened. 4 network engineer visits to the cabinet to fix SNR faults in the past 3 months. Nothing seems to work.

I think I’ll be changing ISP very soon

My Broadband Ping - Virgin M350
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Andrew-G
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Re: Constant Packet loss and unstable Upload

There's a strong hint of over-utilisation, but the continuous packet loss is more significant and might contribute to the worse performance during waking hours.  Unfortunately, with the multiple interventions you describe, I'm not sure that VM will attempt much more, nor that they would be any more successful.  Whilst you could post your hub's status data for us to take a gander at, that should have been checked every time you spoke to customer services, and by the technicians when attending to try and fix the problem, so I hold out little hope.

Unfortunately there are a small number of problems that VM seem incapable of fixing, and this looks like one of them.  Given the efforts already made, personally I'd cut my losses and go with a different ISP.  You may want also to use the complaints process followed by escalation to the industry arbitration scheme CISAS to demand compensation since this has been going on for so long.  If you're in a fixed term contract and VM want to charge an early exit penalty come back here and we'll advise how to avoid paying that given the poor performance.

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iiNSaNe93
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Re: Constant Packet loss and unstable Upload

Thats great. I appreciate you taking the time to respond and help, I'll have a look into Zen I think.

Says I can only get up to the 67 MBs package, but I'll call and ask about their G.Fast tomorrow.

Happy New Year
My Broadband Ping - Virgin M350
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Andrew-G
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Re: Constant Packet loss and unstable Upload

I'll personally vouch for Zen - I've dealt with them on behalf of an elderly relative, and sales, customer service, and tech support have all been excellent.

If I were leaving VM (and given they've just put my price up by a good whack that's increasingly possible), then Zen would be on the very short list of prospective ISPs.  AAISP, uno, Aquiss, IDNet and CIX also get fantastic customer feedback, although Zen have the most "customer friendly proposition when coming from a large ISP with a "free hub and all you can eat data" offer.

You will usually pay more for these smaller companies than with the "customer acquisition" pricing from the major ISPs, on the other hand you know the grim standard of tech and customer service that large ISPs offer.

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kpatel91
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Re: Constant Packet loss and unstable Upload

I've had this problem for 6 months and they've done bugger all about it for me mate, think switching ISP is the best course of action to be honest since they clearly don't care about providing a quality service for all users, or provide such a bad one in the first place all their support staff are busy helping everyone else.

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iiNSaNe93
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Re: Constant Packet loss and unstable Upload

Downstream bonded channels

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

15302500007.340256 qam16
2522250000740256 qam15
35382500007.140256 qam17
4546250000740256 qam18
55542500006.540256 qam19
65622500006.840256 qam20
75702500007.340256 qam21
8578250000740256 qam22
9586250000740256 qam23
105942500006.640256 qam24
116582500006.840256 qam25
12666250000740256 qam26
136742500007.440256 qam27
146822500007.640256 qam28
156902500008.340256 qam29
166982500008.340256 qam30
17706250000840256 qam31
187142500007.640256 qam32
19722250000840256 qam33
207302500008.540256 qam34
217382500008.940256 qam35
227462500008.840256 qam36
237542500008.640256 qam37
247622500008.140256 qam38



Downstream bonded channels

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

1Locked40.3240
2Locked40.3410
3Locked40.3320
4Locked40.3280
5Locked40.3170
6Locked40.3230
7Locked40.3240
8Locked40.9280
9Locked40.9300
10Locked40.3360
11Locked40.3320
12Locked40.3360
13Locked40.3150
14Locked40.3160
15Locked40.3400
16Locked40.9240
17Locked40.3220
18Locked40.9310
19Locked40.3330
20Locked40.9190
21Locked40.9350
22Locked40.9270
23Locked40.3360
24Locked40.9580
My Broadband Ping - Virgin M350
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iiNSaNe93
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Re: Constant Packet loss and unstable Upload

Upstream bonded channels

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

14620009742.5512032 qam1
23940000043.5512064 qam2
32580043847512016 qam4
43260000045.3512032 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA00680
4ATDMA0020
My Broadband Ping - Virgin M350
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iiNSaNe93
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Re: Constant Packet loss and unstable Upload

Posted my current Downstream & Upstream in the hopes it may shed some more light on any issues I'm having?

This is also my BQM from last 24 hours: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f96a111400c3b61b411c16391f7cf7005bfb5272-03-01-2021

 The packet loss is making FPS games unplayable & has been for a good week now.

My Broadband Ping - Virgin M350
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