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Continual poor performance from the 1Gb service

I have immense packet loss today.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/77ec342532260988e55e52e4baf46c9249fa3e39-30-06-2020

But then again, why pick on any specific day, it's pretty terrible most of the time. 21 days ago was the last time a day passed by without any kind of significant packet loss.

I do have a complaint reference that I have yet to lodge and I will be complaining to the regulator. Frequent speed tests have shown performance oftern in the 400 - 500 MB range during busy times, I have previously requested SamKnows to be activated on my Hub (it isn't).

It is difficult to imagine a firm offering an expensive solution that is so disasterously poor in the year 2020. Luckily in Southampton Toob are digging up the streets around me as we speak (900 Mb up and down) for £24.95 a month, so I will be terminating with prejudice the moment it is available.

In the interim it would be reasonable for Virgin to actually pull their finger out and address the underlying problems on their infrastructure.

 

Regards

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Re: Continual poor performance from the 1Gb service

What do your downstream, upstream and network log look like?

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Re: Continual poor performance from the 1Gb service

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
254027500002.59999840.366287QAM25625
11387500004.50000040.366287QAM2561
21467500003.70000140.946209QAM2562
31547500003.20000140.366287QAM2563
41627500002.90000240.366287QAM2564
51707500002.90000240.946209QAM2565
61787500002.50000040.366287QAM2566
71867500002.40000240.366287QAM2567
81947500002.20000140.946209QAM2568
92027500002.29999940.946209QAM2569
102107500002.09999840.366287QAM25610
112187500002.40000240.946209QAM25611
122267500002.50000040.946209QAM25612
132347500002.50000040.366287QAM25613
142427500002.50000040.366287QAM25614
152507500002.59999840.366287QAM25615
162587500002.59999840.366287QAM25616
172667500003.00000040.366287QAM25617
182747500003.50000040.366287QAM25618
192827500003.90000240.366287QAM25619
202907500003.70000140.946209QAM25620
212987500003.09999840.946209QAM25621
223067500002.79999940.366287QAM25622
233147500002.90000240.366287QAM25623
243227500003.20000140.366287QAM25624
264107500002.70000140.946209QAM25626
274187500002.59999840.366287QAM25627
284267500002.70000140.366287QAM25628
294347500002.50000040.366287QAM25629
304427500002.70000140.946209QAM25630
314507500002.90000240.366287QAM25631


3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked000
1Locked21135802200
2Locked92566946900
3Locked230400110100
4Locked389536845400
5Locked381738940200
6Locked298635066700
7Locked107022803400
8Locked256755773600
9Locked56664435300
10Locked201542224200
11Locked306739618000
12Locked290645479400
13Locked275123133800
14Locked212386871000
15Locked202648682000
16Locked155714684300
17Locked199444081900
18Locked268883117800
19Locked356062932200
20Locked373794854800
21Locked97770132900
22Locked170343653600
23Locked327030289100
24Locked377724939600
26Locked160146213900
27Locked394630760800
28Locked130766382600
29Locked207950385400
30Locked209056681200
31Locked230567506800


3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
32964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
32Locked 2.93167736153

0

 

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Re: Continual poor performance from the 1Gb service

 
3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000044.7705995120 KSym/sec64QAM1
22580000043.0205995120 KSym/sec64QAM6
33940000044.0205995120 KSym/sec64QAM4
43260000043.7705995120 KSym/sec64QAM5


3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0040
2US_TYPE_STDMA0040
3US_TYPE_STDMA0040
4US_TYPE_STDMA004

0

 

Nothing at all in the network log. I would have no doubt that there is nothing intrinsically wrong with any of this. The problems lay squarely with Virgin infrastructure, always has done, and they will always deny it.

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Message 5 of 10
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Re: Continual poor performance from the 1Gb service

As you say there is little wrong there, except possibly the T3 timeouts. It does look like a network limitation.

Really needs a VM person to take ownership of this and see if it can be investigated further. Otherwise they are going to lose another customer to the growing competition. 

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Re: Continual poor performance from the 1Gb service

Hello RichyD

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

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Re: Continual poor performance from the 1Gb service

Hi RichyD

Thanks for passing security 

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 

Would you also be able to give the hub a power down for a minute as its been on for over 40 days and might need a refresh 
Gareth_L

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Re: Continual poor performance from the 1Gb service

Just to clear this up nice and early, the engineer is not going to find anything wrong with the client installation and may (or may not) opt to replace the hub. I will jump through the hoop however.   SamKnows speed test is still deactivated for this hub BTW.

What will be the next step ? This really is a case of getting qualified infrastructure expertise onto this. Previously someone did something (although what was done was never communicated) which resulted in a 'stay-alive' style ping on the connection.. which seemed to damped down the packate loss issue. This never was fixed though.

 

Regards

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Re: Continual poor performance from the 1Gb service

Do let us know how the engineer visit goes and we can proceed from there.

 

Kind regards,

John_GS
Forum Team

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Message 10 of 10
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Re: Continual poor performance from the 1Gb service

The enigneer was a very nice chap; as he pointed out my installation was optimal. He saw the evidence, and he understood this, and is bringing this up with the engineers. I do not wish to put him on record but efffectively there is a lot of "playing around" to make the network "work". I am happy to wait for a forntight (as per his request) and see what gives.

Like we all know (and I have paid throught he nose to experience) virgin cannot reliably deliver a 1 Gb service.

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