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TezzaC
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Help Wanted: Packet Loss

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.

9cdd134d53188e3d467d822b7f2a214d3d71baa0

 
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TezzaC
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Re: Help Wanted: Packet Loss

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
26339000000-2.09999838.983261QAM25626
1139000000-0.29999938.983261QAM2561
2147000000-0.50000038.605377QAM2562
3155000000-0.79999937.636276QAM2563
4163000000-1.20000137.636276QAM2564
5171000000-1.29999937.636276QAM2565
6179000000-1.70000138.605377QAM2566
7187000000-1.79999938.605377QAM2567
8195000000-1.79999938.983261QAM2568
9203000000-2.00000040.366287QAM2569
10211000000-2.40000238.983261QAM25610
11219000000-2.59999838.983261QAM25611
12227000000-2.90000238.605377QAM25612
13235000000-3.09999838.983261QAM25613
14243000000-3.09999838.983261QAM25614
15251000000-3.20000138.605377QAM25615
16259000000-2.70000138.983261QAM25616
17267000000-2.00000038.983261QAM25617
18275000000-1.70000138.983261QAM25618
19283000000-2.09999838.983261QAM25619
20291000000-2.09999838.983261QAM25620
21299000000-2.00000038.605377QAM25621
22307000000-2.00000038.983261QAM25622
23315000000-1.90000238.983261QAM25623
24323000000-1.90000238.983261QAM25624
25331000000-2.09999838.983261QAM25625
27347000000-2.59999838.983261QAM25627
28355000000-3.40000238.983261QAM25628
29363000000-3.90000238.605377QAM25629
30371000000-4.09999838.605377QAM25630
31379000000-4.40000238.605377QAM25631


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
26Locked38.98326110
1Locked38.983261120
2Locked38.605377250
3Locked37.636276620
4Locked37.636276590
5Locked37.636276410
6Locked38.605377210
7Locked38.605377110
8Locked38.98326180
9Locked40.36628740
10Locked38.98326130
11Locked38.98326170
12Locked38.60537760
13Locked38.98326140
14Locked38.98326130
15Locked38.60537770
16Locked38.98326110
17Locked38.98326130
18Locked38.98326120
19Locked38.98326110
20Locked38.98326120
21Locked38.60537730
22Locked38.98326100
23Locked38.98326110
24Locked38.98326100
25Locked38.98326100
27Locked38.98326140
28Locked38.98326130
29Locked38.60537750
30Locked38.60537780
31Locked38.605377140
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TezzaC
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Re: Help Wanted: Packet Loss

 

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked39-7.419557563114554

 

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000052.7705995120 KSym/sec64QAM3
22580000050.7705995120 KSym/sec64QAM6
33260000051.7705995120 KSym/sec64QAM5
43940000051.7705995120 KSym/sec64QAM4


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0060
2US_TYPE_STDMA0040
3US_TYPE_STDMA0050
4US_TYPE_STDMA0080

Network log is empty for some reason 😞
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Andrew-G
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Re: Help Wanted: Packet Loss

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Alex_RM
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Re: Help Wanted: Packet Loss

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
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Re: Help Wanted: Packet Loss

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

Looking forward to a visit. 😁

All the best!

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Alex_RM
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Re: Help Wanted: Packet Loss

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
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Re: Help Wanted: Packet Loss

Thanks for your response @TezzaC.

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

Regards,

Steven_L

 

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