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High ping - packet loss - ongoing problem

Hi, I have been having issues with packet loss and high ping for almost a month now. The internet connection is very inconsistent especially in the evenings between 4pm and midnight. This is impacting my ability to play games / stream on twitch which in turn impacts my income. The main reason I chose to go with virgin media was the higher speeds, specifically upload speed that I need for streaming. 

To date I have phoned perhaps up to 10 times and received similar advice multiple times, they always tell me to restart and reset to factory. Even after I tell them I have done it they tell me to do it again and don't listen to me. They sent me a new router as one of the fixes, but it has not helped at all. After I received it and still had the issue, I called twice and was told to reset each time, despite me saying that I had already done it... 

I ran a ping test both through cmd and the router, got high ping and packet loss, results can be seen here:

PING google.com (172.217.169.14): 64 data bytes
72 bytes from 172.217.169.14: seq=0 ttl=117 time=20.000 ms
72 bytes from 172.217.169.14: seq=1 ttl=117 time=10.000 ms
72 bytes from 172.217.169.14: seq=2 ttl=117 time=4250.000 ms
72 bytes from 172.217.169.14: seq=3 ttl=117 time=10450.000 ms
--- google.com ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 10.000/3682.500/10450.000 ms

furthermore, I went to the router status and got the upstream and downstream data for you to review:

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46199991 4.2 5120 64 qam 1
2 25800000 4.05 5120 64 qam 4
3 32600036 4.2 5120 64 qam 3
4 39400000 4.2 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 3.7 38 256 qam 25
2 203000000 1.2 37 256 qam 9
3 211000000 1 37 256 qam 10
4 219000000 1 37 256 qam 11
5 227000000 1 37 256 qam 12
6 235000000 0.7 37 256 qam 13
7 243000000 0.5 37 256 qam 14
8 251000000 0.5 38 256 qam 15
9 259000000 0.7 38 256 qam 16
10 267000000 0.9 37 256 qam 17
11 275000000 1 38 256 qam 18
12 283000000 1.4 38 256 qam 19
13 291000000 1.4 38 256 qam 20
14 299000000 1.7 38 256 qam 21
15 307000000 2 38 256 qam 22
16 315000000 2.7 38 256 qam 23
17 323000000 3.7 38 256 qam 24
18 339000000 3.5 38 256 qam 26
19 347000000 3.4 38 256 qam 27
20 355000000 3.5 38 256 qam 28
21 363000000 3.2 38 256 qam 29
22 371000000 3.2 38 256 qam 30
23 379000000 2.9 38 256 qam 31
24 387000000 2.5 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 24 0
2 Locked 37.3 43 0
3 Locked 37.6 55 0
4 Locked 37.6 40 0
5 Locked 37.6 26 0
6 Locked 37.6 26 0
7 Locked 37.3 18 0
8 Locked 38.6 30 0
9 Locked 38.6 29 0
10 Locked 37.6 11 0
11 Locked 38.6 15 0
12 Locked 38.6 15 0
13 Locked 38.6 12 0
14 Locked 38.6 29 0
15 Locked 38.6 24 0
16 Locked 38.6 10 0
17 Locked 38.9 8 0
18 Locked 38.6 22 0
19 Locked 38.6 18 0
20 Locked 38.9 29 0
21 Locked 38.9 31 0
22 Locked 38.6 8 0
23 Locked 38.9 13 0
24 Locked 38.9 11 0

This has me very frustrated and want this resolved ASAP! ideally would like an engineer to come and assess the situation since the online / phone services has been useless and I am tired of being told to do the same thing over and over again. 

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Re: High ping - packet loss - ongoing problem

Set up a Broadband Quality Monitor, and then post a link to shared live graph.  That'll show us a lot about what's going on with your connection, but it won't give much information until it has run for 24 hours.

Your hub's power and noise levels were all OK when posted, so we may be looking for other causes.

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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Message 3 of 14
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Re: High ping - packet loss - ongoing problem

ping on 25th 

ping on 26th 

ping on 27th 

ping on 28th 

ping on 29th 

ping on 30th 

ping on 31st 

ping on 1st 

As you can see from these graphs, out of all these days only 1 day it was somewhat stable and the last three days it has been really really bad. I can't do my work online, it is near impossible! Too many disconnects, frame drops etc. It's been more than 3 weeks now and my work is being affected by this really badly! 


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Message 4 of 14
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Re: High ping - packet loss - ongoing problem

There is last two days graphs

Ping for 2nd Nov 

Ping for 3rd of Nov 

As you can see on the 3rd nov, the ping is really bad and there is quite a lot of packet loss. 

Hope this can be resolved ASAP cause this is not what I signed up for!

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Re: High ping - packet loss - ongoing problem

Todays Graph  

As you can see there is a ton of packet loss and very high ping throughout, I got disconnected at least 10 times while streaming... Is anything going to be done about it? 

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Re: High ping - packet loss - ongoing problem

Hi Leelahsk

I am sorry you've had ongoing packet loss issues.  I would like to take a closer look at this on your behalf.  To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of the screen.

Regards

 

Lee_R

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Message 7 of 14
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Re: High ping - packet loss - ongoing problem

The engineer came but really didnt do anything just changed the wifi channel, I thought he knew it was wired and changing wifi channels will not affect wired connections but he said it does, not sure where they are getting their trainings from but thats not true, still getting heavy packet losses...

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Re: High ping - packet loss - ongoing problem

You say you are hard-wired, have you tried a brand new RJ45 cable? Have you tried using a add-on Ethernet adaptor? Have you tried using the modem in modem-only mode and installing your own router?

 

Also, by the sounds of it - you should have better router equipment installed from what you say you're doing for a living...

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Message 9 of 14
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Re: High ping - packet loss - ongoing problem

Yes... Yes.. and yes... Also, why should I invest in a £100+ router if the issue is with virgin media's connection?? I want the s8mplicity of ONE router and modem that is what Virgin media says about their hub, that it is state of the art and can handle it and to be fair it had for a number of years, I had perfect upload speed until very recently 2 or so months ago. 

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Re: High ping - packet loss - ongoing problem


@Leelahsk wrote:

Yes... Yes.. and yes... Also, why should I invest in a £100+ router if the issue is with virgin media's connection?? I want the s8mplicity of ONE router and modem that is what Virgin media says about their hub, that it is state of the art and can handle it and to be fair it had for a number of years, I had perfect upload speed until very recently 2 or so months ago. 


100% agree with you except on price! I don't know where you shop but certainly suggest you look around!

Also, to note, if you are using a residential ISP to provide instant repairs I suggest you look to their Business deals as this is what you are using it for. I'm not trying to rub you up the wrong way by saying this but as you said, and I quote:


@Leelahsk wrote:

This is impacting my ability to play games / stream on twitch which in turn impacts my income


Again, if you are a professional in this genre and do solely rely on Streaming etc, it can be used in this way but you really need to control your network. Imo, VM's hub are OK at best, and this best would be in modem-only mode! My reasons can be proven with an old router flashed with the correct type of firmware that will allow you to do this, no £100's spent(and if anything) a old device recycled.

Again, I hope you don't think I'm just trying to be a *(insert word here)*, just trying to be honest and upfront, mainly getting to the reasons why your network is not 'great'.

 

Happy to offer advice on maybe a fix, without outlaying £100's

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