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Silverston3
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Constant packet loss and ping spikes

In the last couple of weeks I've started experiencing constant packet loss and ping speaks when streaming TV and playing online games. This is to the extent where I now can't play online games at all because i'm kicked from the game due to the latency issues.

Prior to the last couple of weeks my broadband had been working with no issues. I've done all of the standard resets and troubleshooting steps, my internet speed is good and there are no reported faults on Virgins side which means that the phone support can't do anything to help.

What can I do to resolve this?

Power levels and BQM are as follows. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/823f2cce05fbd7e7a66ba9b14d591e84a2f0e2af

 

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

12990000002.435256 qam21
24030000003.737256 qam28
33950000003.536256 qam27
4387000000333256 qam26
5379000000334256 qam25
63230000001.534256 qam24
73150000001.934256 qam23
83070000002.435256 qam22
92910000002.731256 qam20
102830000002.932256 qam19
112750000003.432256 qam18
122670000003.532256 qam17
132590000003.735256 qam16
14251000000436256 qam15
152430000004.137256 qam14
16235000000436256 qam13
172270000004.415256 qam12
182190000004.421256 qam11
192110000004.535256 qam10
202030000004.534256 qam9
21195000000535256 qam8
221870000005.136256 qam7
231790000005.336256 qam6
241710000005.636256 qam5



Downstream bonded channels

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

1Locked35154182
2Locked37.6197
3Locked36.3300
4Locked33.35128970
5Locked34.9111620
6Locked34.9336452
7Locked352088112
8Locked35194521
9Locked32.22032428112
10Locked32.5897326522
11Locked32.647255386
12Locked32.975002111
13Locked35.510152
14Locked36.31876
15Locked37.312414
16Locked36.31124
17Locked17.4229257451022627
18Locked4.316429485131829
19Locked35.7538856
20Locked34.33413023
21Locked35.7457851
22Locked36.3313378
23Locked36.62054468
24Locked36.32369

43

Upstream bonded channels

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

16030000044.8512064 qam1
23940000044.3512064 qam4
35370000044.3512064 qam2
44620000043.8512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Silverston3
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Re: Constant packet loss and ping spikes

Network Log

Time Priority Description

2018-12-29 20:57:42.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 21:02:07.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 21:02:10.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 21:40:45.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 21:40:46.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 21:40:50.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.00Warning!MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:43.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:04:25.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:04:30.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:06:47.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:11:38.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:11:48.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:09.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:11.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:11.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:24.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:43.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-12-29 22:12:47.00Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Aaronlloris
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Message 3 of 8
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Re: Constant packet loss and ping spikes

I’ve had this issue aswell over the last week or so, literally can’t play any games 

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samuel0225
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Message 4 of 8
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Re: Constant packet loss and ping spikes

I've had the same issue all week - I'm area 15, just wondering where everyone else is getting these issues 

 

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Azrilkai
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Message 5 of 8
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Re: Constant packet loss and ping spikes

I'm getting exactly the same issues in area 15.
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ozgurcan
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Message 6 of 8
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Re: Constant packet loss and ping spikes

same issue area 15 

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punchchris
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Message 7 of 8
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Re: Constant packet loss and ping spikes

Exact same! Area 15, fingers crossed we all get it sorted! Smiley Happy

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griffin
Alessandro Volta
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Message 8 of 8
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Re: Constant packet loss and ping spikes

VM areas are billing areas, not geographic, with one area stretching from Manchester to Portsmouth, so being in the same billing area does not mean you are on the same circuit, so you may have a different problem. Many problems can exhibit similar looking symptoms.

The OP has a downstream SNR problem and needs to phone in, or wait here a week for an official VM response.

 

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