Getting packet loss

[Aurren]

Makes playing games like LoL a real pain.

Started this graph early in the morning last night but it's been like this a few days.

Downstream data:

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

1	235000000	6	38	256 qam	13
2	139000000	7.8	38	256 qam	1
3	147000000	8	40	256 qam	2
4	155000000	7.8	40	256 qam	3
5	163000000	7.5	38	256 qam	4
6	171000000	7.3	40	256 qam	5
7	179000000	7.3	38	256 qam	6
8	187000000	7.1	38	256 qam	7
9	195000000	7.1	40	256 qam	8
10	203000000	7	40	256 qam	9
11	211000000	6.5	38	256 qam	10
12	219000000	6.4	40	256 qam	11
13	227000000	6.3	38	256 qam	12
14	243000000	5.6	38	256 qam	14
15	251000000	5.1	38	256 qam	15
16	259000000	5	38	256 qam	16
17	267000000	4.5	40	256 qam	17
18	275000000	4.1	38	256 qam	18
19	283000000	4.3	38	256 qam	19
20	291000000	4.5	38	256 qam	20
21	299000000	4.6	38	256 qam	21
22	307000000	4.9	38	256 qam	22
23	315000000	5.1	40	256 qam	23
24	323000000	5.5	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	15	0
2	Locked	38.9	11	0
3	Locked	40.3	22	0
4	Locked	40.3	28	0
5	Locked	38.9	10	0
6	Locked	40.3	9	0
7	Locked	38.9	11	0
8	Locked	38.9	12	0
9	Locked	40.3	8	0
10	Locked	40.3	9	0
11	Locked	38.9	29	0
12	Locked	40.3	21	0
13	Locked	38.9	26	0
14	Locked	38.9	10	0
15	Locked	38.9	11	0
16	Locked	38.9	19	0
17	Locked	40.3	21	0
18	Locked	38.9	23	0
19	Locked	38.9	19	0
20	Locked	38.9	26	0
21	Locked	38.9	15	0
22	Locked	38.9	10	0
23	Locked	40.9	8	0
24	Locked	38.9	20	0

Upstream data:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	36600051	42.8	5120	64 qam	3
2	23600000	42.3	5120	32 qam	5
3	30099986	42.8	5120	64 qam	4
4	43100007	42.8	5120	64 qam	2
5	49600051	42.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	48	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

Let me know if you need other details.
(I've also made sure the cable is in finger tight so not loose connection.)

[Aurren]

The very sudden change in packet loss pattern within an hour of me posting this post is sus. But the packet loss is still there.

[Aurren]

I take it the forum is more of a leave an offering and maybe the benevolent gods will heed your prayer kind of thing then.
What if I said the magic words "I'm cancelling my contract"?

[Aurren]

I'm actually be ripped off like crazy with the price I'm paying for this contract after looking around. I can get double the speeds for half the price elsewhere.
What reason do I have to stay with you? You're going to need to do something.

[Robert_P]

Hello Aurren,

Apologies for the delays in getting back to you, we respond in the order posts are received and although we appreciate the additional information it appears these have delayed the response time. That being said we do appreciate the frustration and you raising this via the forums.

From checking the connection and equipment all of the levels appear to be within the spec's and ranges we'd expect to see, the speeds are averaging 375mbps download and 28mbps upload over the last week. There were issues with disconnection up until Tuesday but there were none yesterday or so far today which would indicate a possible are issue. Packet loss was previously showing 1% but tested today has dropped to 0.01% on the most recent test.

Have you noticed these improvement over the last couple of days and since your last post?

We aren't able to cancel accounts via the forums so if this is something you're still looking to do, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 

Rob

[Aurren]

Yes, the packet loss problem seems to have been solved now. But I've certainly sent a letter off in regard to the major package to price discrepancy.

[Zach_R]

Hi @Aurren, 

Thank you for the update on this. I'm glad to hear that you've now been able to resolve the packet loss problem that you were experiencing.

In regards to your bundle, if you're unhappy with this then it'd be best to discuss this with our retentions team on 0345 454 1111 (or 150 from a Virgin Media landline). They'll be able to outline offers and options for you.

Keep us posted.

Thanks,