I've been experiencing packet loss daily for over at least a month after subscribing to Gig 1 and a SH4. After seeing similar posts I've been logging it with Thinkbroad to keep an eye on this but it isn't getting any better.
The images below are from today and another that's fairly representative of a normal day. I am logging about 20% packet loss on various occasions throughout the day and it is extremely noticeable.
Are there any areas I can check to identify the cause or is this what everyone on Virgin Media experiences? It isn't usable for gaming or video calling at the moment.
Not what everybody on VM experiences, but seems to be a not uncommon element of the teething troubles of the Hub 4. In order to achieve gigabit speeds the Hub 4 uses much higher modulation rates, and that makes it much more susceptible to line quality, I would guess.
There's been quite a few posts about problems with the Hub 4 (in particular this one), and what is pretty obvious from that post is that even with an expert customer who is very understanding and very co-operative, and when VM throw quite a bit of technical expertise at the problem, the tech guys want to fix it, but don't properly understand the cause, and therefore can't get it resolved. Ultimately, I believe that VM will get this fixed, because rolling out gigabit speeds and DOCSIS 3.1 are absolutely central to their strategy, but in the past the same was true of the Hub 3, and that took two and a half years for its main technical failing to get resolved.
I can't say what proportion of Gig 1 customers are enjoying a fault free, low latency and zero packet loss connection, and the answer may be "most of them" but on what I see here I'm not in the queue for either the Hub 4 or a gigabit connection.
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Welcome to our community and thanks for posting. Sorry to hear you're having issues with our Super hub 4. We understand the frustration caused especially when it is interrupting your online gaming and streaming experience.
As you have already been monitoring your packet loss and this has not improved we would like to check that there is nothing else that may be causing the issue.
I will pop you over a private message so we can look in to this further for you.
Hi, I too have been having issues with the Gig1 SH4. I get dropped packets which cause issues with current remote working (Voice/Video/Wifi Calling), and i get dropouts on a daily basis. I started the BQM a few days ago.
Originally I thought it was a wifi issue so have set up a separate wireless access point. Its now clear that this is a WAN issue
Welcome to our community and thanks for posting. Sorry to hear you're having issues with our internet services, we understand the frustration caused when things don't work as they should.
Looking remotely from our end we can there is an SNR issue in your area. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you
Our estimated fix time for this is today at 4pm. Once this faults ticket F008131662 closes down and if you are still experiencing problems please come back to us through this channel so we can look in to this further for you.