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Message 21 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

As requested here is another one from the last 24 hours.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/17b8c1283645e3bb28a8b3ae553a993fec578e3c-09-06-2020

 

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Message 22 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Thanks for the update, kpatel91.

 

I have still got this being looked into for our back office technical team. Apologies for the delay, but I will post an update once I have one. Thanks for your patience.

 

Cheers,

Corey C

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Message 23 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Hi - when is this being addressed? I saw some Virgin vans parked outside my house the other day and thought finally someone is coming to do something about this - but they were helping the neighbours with something.

You can keep thanking me for my patience but it's wearing thin everytime I suffer jitter on a work-call, streaming movies or playing video games - when can I actually expect some useful assistance?

Thanks

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Message 24 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Hi,

 

Thanks for waiting whilst our team looked in to this. 

 

After some investigating, the team have found a signal to noise ratio fault in your area. The fault reference for this is F008131889. The current estimated fix time is 24th June 09:00. 

 

Whilst you're not able to track this yourself, you can always pop back to us here for an update.

 

Thanks

 

Melissa 

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Message 25 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Hi -

I never received any confirmation of works being done but packet loss has seemed to be more stable in the last month.

I have however in the last three days had complete internet outages in small bursts which has kicked me off from video-conferences, Netflix and gaming alike.

Virgin Service Status reports no issues - can you confirm if there is an issue or if this is my home router being funny again. Either way packet loss was preferable to full outage, but of course neither of them should happen with any frequency and nor did they when I was with Sky for years previously. I want to get to the bottom of this as I love Virgin internet speeds but reliability is far more important.

 

Here's a BQM

a3019e1efe76e2427b2b0f80f8a3d74211d47a3e-22-07-2020

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3019e1efe76e2427b2b0f80f8a3d74211...

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

1139000000-0.20000138.605377QAM2561
2147000000-0.59999838.605377QAM2562
3155000000-1.00000038.605377QAM2563
4163000000-1.59999838.605377QAM2564
5171000000-2.20000137.636276QAM2565
6179000000-2.79999937.636276QAM2566
7187000000-3.29999937.636276QAM2567
8195000000-3.79999938.605377QAM2568
9203000000-4.20000137.636276QAM2569
10211000000-4.70000137.636276QAM25610
11219000000-5.09999837.355988QAM25611
12227000000-5.90000237.636276QAM25612
13235000000-6.90000237.636276QAM25613
14243000000-7.50000037.355988QAM25614
15251000000-7.79999937.355988QAM25615
16259000000-7.70000137.636276QAM25616
17267000000-7.90000237.355988QAM25617
18275000000-7.59999837.636276QAM25618
19283000000-7.09999837.636276QAM25619
20291000000-6.70000137.636276QAM25620
21299000000-6.70000137.636276QAM25621
22307000000-6.90000237.636276QAM25622
23315000000-7.09999837.636276QAM25623
24323000000-7.09999837.355988QAM25624
25331000000-6.79999937.636276QAM25625
26339000000-6.90000237.636276QAM25626
27347000000-7.40000237.636276QAM25627
28355000000-7.79999937.636276QAM25628
29363000000-7.79999937.636276QAM25629
30371000000-7.59999837.636276QAM25630
31379000000-7.70000137.636276QAM25631

 

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Message 26 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Hi Kpatel91, 

Thanks for your post, you are affected  by an SNR outage, the estimated fix date is 29 JUL 2020 09:00 reference number is  F008251173

Thanks,

Zoie

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Message 27 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

I'm glad you've acknowledged a problem so it's not just me even if the 29th of July is quite a while away from the time I have been having problems - why is the service so shoddy I've had nothing but problems since paying more to move to Gigabit?

I do find it's very disingenuous to acknowledge a problem after I post about it on here, but when I check your Service Status website it tells me everything is perfectly fine and you *aren't* aware of any problems even though on here you are saying you *are*.

Thank you for getting back to me swiftly in any case.

 

 

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Message 28 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Hi Kpatel91, 

I am sorry you have been having issues since you have had the new 1GB service when the fault is resolved and you are still having issues we can get an engineer to come and look at this, I can understand that this may be frustrating given the current circumstances and thank you for your patience 

Zoie

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Message 29 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

What is the latest on this?

Right now at 09:34AM - prime time for having meetings / responding to e-mails / taking VOIP calls....again my Virgin internet is just completely down.

As part of my seemingly weekly routine I have to check the router, check Virgin Service Status website - oh nothing is wrong supposedly...so this means I probably have to just wait 10-15 minutes for the complete internet blackout to end.

I am writing this all here as a written log of a fraction of the issues I've been having - because I think I am getting to a stage where I am going to raise a formal complaint and probably look to terminate my service and move to Sky - with whom I never had any chronic issues with over 10 years of service...

Reliable connection > fast internet speeds!

Acknowledging a problem and fixing it > leaving your customer with internet blackouts.

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Message 30 of 30
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Re: Flakiest broadband I've ever had - jitter induced packet loss?

Good Morning @kpatel91 

 

I am sorry to hear that you are still having some issues there. 

 

I am going to drop you a PM so that we can take a further look into this. 

 

Kind Regards 

Zak_M

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