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High packet loss

Norsx
Tuning in

Good evening 

I’ve been suffering high packet loss over the past 3-4 days which seems to get worse during peak hours.

 

I’ve called the local service status number, as suggested in other posts, however sometimes it says issue, sometimes it says no issue.

Please could a VM rep reach out to me so I can ascertain whether there is actually a live fault code for my area?

 

many thanks 

1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

Your upstream power is too high and the QAM should be 64.  That could point to a SNR fault in the area, or noise ingress on your line circuit.  A VM Mod should pick this up in a day or two and progress.

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4 REPLIES 4

Norsx
Tuning in

ownstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330000000-2.340QAM 25625
21380000000.640QAM 2561
31460000000.840QAM 2562
41540000000.940QAM 2563
5162000000-1.140QAM 2564
6170000000-140QAM 2565
7178000000-140QAM 2566
8186000000-1.340QAM 2567
91940000000.940QAM 2568
10202000000-140QAM 2569
11210000000-1.440QAM 25610
12218000000-1.440QAM 25611
13226000000-1.240QAM 25612
14234000000-1.540QAM 25613
15242000000-1.940QAM 25614
16250000000-1.340QAM 25615
17258000000-1.240QAM 25616
18266000000-1.740QAM 25617
19274000000-1.640QAM 25618
202820000000.740QAM 25619
21290000000-1.540QAM 25620
22298000000-1.740QAM 25621
23306000000-1.140QAM 25622
24314000000-1.540QAM 25623
25322000000-2.640QAM 25624
26338000000-1.940QAM 25626
27346000000-2.940QAM 25627
28354000000-3.440QAM 25628
29362000000-3.140QAM 25629
30370000000-3.639QAM 25630
31378000000-4.239QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4040
2Locked40240
3Locked40190
4Locked40110
5Locked40120
6Locked40140
7Locked40120
8Locked4040
9Locked4090
10Locked4060
11Locked4030
12Locked4080
13Locked4050
14Locked4040
15Locked4040
16Locked40110
17Locked4050
18Locked4020
19Locked4000
20Locked4000
21Locked4020
22Locked4070
23Locked4040
24Locked4060
25Locked4040
26Locked4040
27Locked4020
28Locked4040
29Locked4070
30Locked3970
31Locked39130

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000525120QAM 161
14310000051.35120QAM 162
23660000051.35120QAM 163
330100000515120QAM 168
42360000050.35120QAM 169

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000

Adduxi
Very Insightful Person
Very Insightful Person

Your upstream power is too high and the QAM should be 64.  That could point to a SNR fault in the area, or noise ingress on your line circuit.  A VM Mod should pick this up in a day or two and progress.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Daniel_Et
Forum Team
Forum Team

Hi @Norsx 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problems you've been having 😔

We've checked our systems and can see you're currently being impacted by a SNR (Signal to Noise Ratio) outage, which has an estimated end date of 5th June at 1pm.

If you're continuing to experience problems beyond that time, and it's clear the outage has been fixed, please pop back to us.

You can track your service status by clicking here

Thank you for your support @Adduxi 👍

Regards,
Daniel