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Moderator (Retired) Ralph_R
Moderator (Retired)
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Message 11 of 18
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Re: Daily Packet Loss Issues

Hi Luke,

Apologies for the packet loss and latency problems is this happening across all devices for you and is the connection wired or wireless?

Checking your service from this all looks to be in pretty good shape, though have reported a slight issue with low upstream SNR on one of the channels for further investigation.

Rgds

Ralph_R
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Iuke
On our wavelength
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Message 12 of 18
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Re: Daily Packet Loss Issues

Hi, I’ve had the issue across 2 xbox’s, both of which are connected wirelessly. I suppose gaming makes issues like this more noticeable, but I tend to be on long facebook audio calls too and they tend to lag every so often as well, whether via my phone or tablet. Another issue that pops up every now and then is when watching YouTube on my laptop/tablet, the quality will default at poor quality rather than hd, at times where the connection isn’t operating at its best. All instances via a wireless connection.

What I could do is try using my Xbox wired to see if the problem remains, and can get back to you tomorrow regarding that.

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Iuke
On our wavelength
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Message 13 of 18
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Re: Daily Packet Loss Issues

Xbox wired had no issues, although I was only able to use it for about an hour.

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Forum Team
Forum Team
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Message 14 of 18
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Re: Daily Packet Loss Issues

Hi there luke 

 

Thank you for getting back to us.

 

Would you also be able to test your laptop over a wired connection to test the quality at all please?

 

Many thanks. 

David_Pn
Forum Team

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Iuke
On our wavelength
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Message 15 of 18
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Re: Daily Packet Loss Issues

Unfortunately I can't as my laptop has no ethernet port.

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Forum Team
Forum Team
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Message 16 of 18
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Re: Daily Packet Loss Issues

Hi Luke,

 

Thank you for coming back to us.

 

Are you still having the same issue?

 

Have you managed to speak to our faults team?

 

I also suggest installing our Virgin Media Connect app, with the app you can diagnose and fix most WiFi issues and run black-spot checks.

 

You can find out more about the app here https://www.virginmedia.com/shop/virgin-media-connect-app.html .

 

You can also find some useful hints and tips here virg.in/wifihelp .

 

 

Kind regards

 

Paul.

 

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Iuke
On our wavelength
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Message 17 of 18
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Re: Daily Packet Loss Issues

No, I haven’t spoke to anyone outside this thread. Issues still ongoing..

That app says ‘connect to a hub 3’ which I do not have.

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Forum Team
Forum Team
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Message 18 of 18
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Re: Daily Packet Loss Issues

Hi Luke,

 

Thank you or coming back to me.

 

So I can look into this for you and do some diagnostics, I would like to invite you into a private chat.

 

I will sent you a chat request shortly, please click on the purple envelope to accept.

 

Many thanks

 

Paul.

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