Virgin Media Community

[TezzaC]

Hello there,

I am hoping someone can help or offer some advice, which will be gratefully received. We have been experiencing packet loss on our line for a few weeks now. I just hung on hoping it would go away, but alas it has not ‌‌😊

I have been checked internal equipment and can see no evidence of internal loss, Wi-Fi quality appears to be good.

The issue is causing some severe problems with work meetings and presentations via Zoom\Teams and of course playing online games with friends. Often I am unable to really speak and get involved in the conversation because most of what I say is cut out. Though I have now gotten quite good at filling in the blanks with other people talking 😅

I have been running continuous pings and have managed to tie up packet loss with the dropped audio\video, however have started running a trace using ThinkBroadband as I have seen some others do here. Not much data yet, but posting the live link here for now anyway, because the loss is quite clear I think.

[TezzaC]

Continued....

Here are the details from my router. (From what I understand the power levels for up and down look within range? Albeit with quite some drift between channel 1-3 and 28-31 But I am no expert of course 😶) ‌‌

3.0 Downstream channels

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

26	339000000	-2.099998	38.983261	QAM256	26
1	139000000	-0.299999	38.983261	QAM256	1
2	147000000	-0.500000	38.605377	QAM256	2
3	155000000	-0.799999	37.636276	QAM256	3
4	163000000	-1.200001	37.636276	QAM256	4
5	171000000	-1.299999	37.636276	QAM256	5
6	179000000	-1.700001	38.605377	QAM256	6
7	187000000	-1.799999	38.605377	QAM256	7
8	195000000	-1.799999	38.983261	QAM256	8
9	203000000	-2.000000	40.366287	QAM256	9
10	211000000	-2.400002	38.983261	QAM256	10
11	219000000	-2.599998	38.983261	QAM256	11
12	227000000	-2.900002	38.605377	QAM256	12
13	235000000	-3.099998	38.983261	QAM256	13
14	243000000	-3.099998	38.983261	QAM256	14
15	251000000	-3.200001	38.605377	QAM256	15
16	259000000	-2.700001	38.983261	QAM256	16
17	267000000	-2.000000	38.983261	QAM256	17
18	275000000	-1.700001	38.983261	QAM256	18
19	283000000	-2.099998	38.983261	QAM256	19
20	291000000	-2.099998	38.983261	QAM256	20
21	299000000	-2.000000	38.605377	QAM256	21
22	307000000	-2.000000	38.983261	QAM256	22
23	315000000	-1.900002	38.983261	QAM256	23
24	323000000	-1.900002	38.983261	QAM256	24
25	331000000	-2.099998	38.983261	QAM256	25
27	347000000	-2.599998	38.983261	QAM256	27
28	355000000	-3.400002	38.983261	QAM256	28
29	363000000	-3.900002	38.605377	QAM256	29
30	371000000	-4.099998	38.605377	QAM256	30
31	379000000	-4.400002	38.605377	QAM256	31

3.0 Downstream channels

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

26	Locked	38.983261	1	0
1	Locked	38.983261	12	0
2	Locked	38.605377	25	0
3	Locked	37.636276	62	0
4	Locked	37.636276	59	0
5	Locked	37.636276	41	0
6	Locked	38.605377	21	0
7	Locked	38.605377	11	0
8	Locked	38.983261	8	0
9	Locked	40.366287	4	0
10	Locked	38.983261	3	0
11	Locked	38.983261	7	0
12	Locked	38.605377	6	0
13	Locked	38.983261	4	0
14	Locked	38.983261	3	0
15	Locked	38.605377	7	0
16	Locked	38.983261	1	0
17	Locked	38.983261	3	0
18	Locked	38.983261	2	0
19	Locked	38.983261	1	0
20	Locked	38.983261	2	0
21	Locked	38.605377	3	0
22	Locked	38.983261	0	0
23	Locked	38.983261	1	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
27	Locked	38.983261	4	0
28	Locked	38.983261	3	0
29	Locked	38.605377	5	0
30	Locked	38.605377	8	0
31	Locked	38.605377	14	0

[TezzaC]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-7.4

195575631

14554

3.0 Upstream channels

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

1	46200000	52.770599	5120 KSym/sec	64QAM	3
2	25800000	50.770599	5120 KSym/sec	64QAM	6
3	32600000	51.770599	5120 KSym/sec	64QAM	5
4	39400000	51.770599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	6	0
2	US_TYPE_STDMA	0	0	4	0
3	US_TYPE_STDMA	0	0	5	0
4	US_TYPE_STDMA	0	0	8	0

Network log is empty for some reason 😞

[Andrew-G]

I've marked that for staff to take a look.  Problem appears to be power levels that are a bit of a mess.  That might be your connection, in which case the staff can book a technician, or it might be an area SNR fault, in which case there should already be work in progress to fix things, and probably won't need a visit to your property.

[Alex_RM]

Hi TezzaC,

Thanks posting and welcome to our community 🙂

Sorry to see you've had some issues with your connection.

I've been able to locate your account using your forum information and there does look to be a power issue, it's something I'll need to arrange a technician for.

I'll need to confirm a few details with you first so I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

[TezzaC]

Thank you both for your kind support, I have the PM and have responded.

Looking forward to a visit. 😁

All the best!

[Alex_RM · Accepted solution]

Thanks for getting back to me TezzaC and providing those details over PM  🙂

I've arranged the engineer visit for you, you can view the time and date of the appointment via your online account here 

Alex_Rm

[Steven_L]

Thanks for your response @TezzaC.

How have your services been running since the visit from the technician?

Regards,

Steven_L