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jackson3
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Constant packet loss

Hi all,

 

I've been having constant packet loss & dropouts over the last week or two which have been traced back to my virgin connection via several MTRs over a sustained period of time showing an average of 17-20% packet loss.

 

Any ideas on getting any meaningful support to get this resolved beside being told that an engineer will be sent out... when it's clearly Virgin overselling their network and something an engineer can't fix 😞

 

Thanks

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Lee_R
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Re: Constant packet loss

Hi @jackson3 thanks for posting and welcome to our community.

Sorry to hear of your drop outs and packet loss issues.  I would like to take a closer look on your behalf.  I am going to send you a private message.

Regards

 

Lee_R

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Lee_R
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Re: Constant packet loss

Hi @jackson3 thanks for confirming your details.

Just a quick update. We've had a look and cannot find anything that explains the issues you're reporting.  

Regards

 

Lee_R

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jackson3
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Re: Constant packet loss

I've setup the monitor to post here too, which does seem to show dropped packets.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0390686a995c34c2394c5dbdd356a7f3ff...

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jackson3
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Re: Constant packet loss

Yeah... It's pretty clear that I get far more timeouts at the same time the graph shows a bunch of red spikes - there is clearly a problem on the side of virgin, no idea if anyone has suggestions on the best place to go from here?

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jackson3
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Re: Constant packet loss

Hi,

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f8e011004a0094aa8be8f99d07c06f7a47...

Further update on Today's graph, which is worse than yesterday's graph.

 

So frustrating.

 

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risc19
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Message 7 of 9
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Re: Constant packet loss

Tried a pinhole reset?

My Broadband Ping - M500 Hub5 Router Mode
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jackson3
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Re: Constant packet loss

Hi,

 

In regards to resetting the router via the pinhole button?

 

 

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Sofia_B
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Re: Constant packet loss

Hi @jackson3

 

Thanks for your post 🙂 

 

I'm sorry to hear you're experiencing packet loss, I appreciate this is frustrating and we apologise for any inconvenience caused. 

 

Please find how to perform the pinhole reset here

 

Once you've done this, please keep us updated on how the service performs. 

 

Thanks, 

Sofia
Forum Team



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