Inconsistent latency/packet loss etc.

[sam781]

Hi 

Been noticing more and more weirdness with my connection for a while. Using a third party router with superhub 3 in modem mode as the in-built wifi kept dropping. But now that's solved, there just seems to be a lot of inconsistencies, mainly noticed when gaming, but also lots of buffering on streaming services that didn't ever seem to be a problem before (wired connection). 

Speed tests always show good down and up speeds, but I'm convinced something's not right with latency/packet loss.

I can see power levels in the hub have quite a wide range compared to everyone else's readings posted online, and they've been increasing as of late. Virgin service status shows no faults but BQM shows pretty consistent low level packet loss at all times of the day and night. Also LOTS of post RS errors showing now.

Could anyone help me figure this out please?

Thanks

Sam

[sam781]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	339000000	9.3	40	256 qam	26
2	203000000	6.6	40	256 qam	9
3	211000000	6.5	40	256 qam	10
4	219000000	6.6	40	256 qam	11
5	227000000	6.6	40	256 qam	12
6	235000000	6.4	40	256 qam	13
7	243000000	5.9	38	256 qam	14
8	251000000	4.6	38	256 qam	15
9	259000000	5	38	256 qam	16
10	267000000	6.5	40	256 qam	17
11	275000000	7	40	256 qam	18
12	283000000	7.3	40	256 qam	19
13	291000000	7.8	40	256 qam	20
14	299000000	8	40	256 qam	21
15	307000000	8.3	40	256 qam	22
16	315000000	8.3	40	256 qam	23
17	323000000	8.5	40	256 qam	24
18	331000000	8.5	40	256 qam	25
19	347000000	9.5	40	256 qam	27
20	355000000	9.5	40	256 qam	28
21	363000000	9.9	40	256 qam	29
22	371000000	10	40	256 qam	30
23	379000000	8.4	40	256 qam	31
24	387000000	7.6	40	256 qam	32

[sam781]

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	2511	1
2	Locked	40.3	63060	9718
3	Locked	40.3	60945	5370
4	Locked	40.9	59527	2799
5	Locked	40.3	58463	4269
6	Locked	40.3	58932	4383
7	Locked	38.9	52169	1383
8	Locked	38.9	61403	2522
9	Locked	38.9	73241	10934
10	Locked	40.3	58286	2146
11	Locked	40.3	26678	31
12	Locked	40.3	22065	30
13	Locked	40.3	33715	188
14	Locked	40.3	28929	58
15	Locked	40.3	8506	10
16	Locked	40.9	10249	32
17	Locked	40.9	17416	81
18	Locked	40.3	11435	13
19	Locked	40.9	5126	14
20	Locked	40.9	8319	14
21	Locked	40.3	3701	0
22	Locked	40.3	1085	0
23	Locked	40.3	3600	12
24	Locked	40.9	8288	3

[sam781]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	40	5120	64 qam	1
2	23600000	38.5	5120	64 qam	5
3	30100000	38.5	5120	64 qam	4
4	36600000	39.5	5120	64 qam	3
5	43100000	40	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
5	ATDMA	0	0	1	0

[sam781]

[Client62]

You can test the speed / latency / jitter / packet loss but will have to set the Hub 3 into Router mode for this to work,
hook up you pc to the Hub 3 via the network cable.

If the PC does not perform as expected, boot it in Safe Mode + Networking & re-test ( some PCs go at 3x the speed this way )
revealing the PC software, + antivirus and all are bogging it down.

https://www.samknows.com/realspeed/

[Adduxi]

Your Downstream power is a tad on the high side and could be lower.  The PostRS errors should all be at zero on a good circuit.

Reboot the Hub and keep an eye on the PostRS numbers, if they rise quickly, there is a problem with noise on the line.  This could relate to the packet loss on the BQM

All you can do is check all connections are tight from the Hub to outside.  A VM technician will need to identify the ingress and hopefully resolve this problem.

If you wait here a few days a VM Mod will pick this up.

[Lee_R]

Hi sam781, thanks for posting and welcome to our community.

Sorry to hear of the packet loss and latency issues you're currently having. And sorry for any inconvenience this may be causing your household. I have had a look from our side and we need to arrange a technician to attend your property. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R]

Hi sam781, thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes. 

Regards

Lee_R