Virgin Media Community

[Vanitas]

Hi all,

This is the third time I come to the forum, sadly about the same issue.

Several months ago I had an engineer come to fix the original installation to fix connection drops. Indeed, cables were installed poorly (sharp curves) and this has fixed most severe issues.

However, since February I am experiencing packet losses that continue throughout the day and night and some are causing complete disconnect for several minutes.
There are also instances of DNS servers being unreachable (Spotify stream music, Youtube plays videos, IP addresses ping but cannot visit any website) at least once a week, regardless whether I use my router's default DNS (I am using Asus RT-AC53) or Cloudflare's DNS addresses.

All these add up to me often reaching out to use USB tethering off my phone's 5G several times a week recently, which is naturally subpar.

Thank you!

Supporting material:
Some very recent BQMs (similar small bursts of packet loss every day):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/811d8e88d2d9c97ac77bb36b526099857ee3f639-14-02-2022

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/259d1c65092fe2a8ab3ef5e63b910a07f6d1e63e-17-03-2022

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f04360569a7c9fe6b184a3fcb4db5e52f2ed9b44-16-03-2022

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3cd26f12b95a8ac6d114dfa72bfda2dfb60b4a2-11-03-2022

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/79b195a4235093d86446249681dc57de1f63dac6-08-03-2022

February (worst day):

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/811d8e88d2d9c97ac77bb36b526099857ee3f639-14-02-2022

Spoiler

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5d393fa087b2d1439a03b8750f74c9d230...

Router status:

Spoiler

Spoiler

Refresh data

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[Vanitas]

Downstream channels:

Spoiler

3.0 Downstream channels

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

1	139000000	6.8	39	QAM256	1
2	147000000	6.7	39	QAM256	2
3	155000000	6.8	39	QAM256	3
4	163000000	7.5	38.6	QAM256	4
5	171000000	8.2	38.6	QAM256	5
6	179000000	8.5	39	QAM256	6
7	187000000	8.4	39	QAM256	7
8	195000000	8.3	40.4	QAM256	8
9	203000000	8.1	39	QAM256	9
10	211000000	7.9	39	QAM256	10
11	219000000	7.8	40.4	QAM256	11
12	227000000	7.4	39	QAM256	12
13	235000000	6.8	39	QAM256	13
14	243000000	5.8	40.4	QAM256	14
15	251000000	5.6	39	QAM256	15
16	259000000	4.3	39	QAM256	16
17	267000000	4.8	39	QAM256	17
18	275000000	5.7	39	QAM256	18
19	283000000	6	39	QAM256	19
20	291000000	6.1	40.4	QAM256	20
21	299000000	5.9	39	QAM256	21
22	307000000	6.4	38.6	QAM256	22
23	315000000	7.1	40.4	QAM256	23
24	323000000	7.7	39	QAM256	24
25	331000000	8	39	QAM256	25
26	339000000	8.7	40.4	QAM256	26
27	347000000	9.1	39	QAM256	27
28	355000000	9.1	40.4	QAM256	28
29	363000000	9.6	40.4	QAM256	29
30	371000000	10.2	39	QAM256	30
31	379000000	10.5	40.4	QAM256	31

3.0 Downstream channels

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

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

3.1 Downstream channels

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

49

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)

49

Locked

41

8

2260620286

354

[Vanitas]

Upstream channels:

Spoiler

Refresh data

3.0 Upstream channels

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

1	60300000	49.3	5120 KSym/sec	64QAM	5
2	53700000	48.8	5120 KSym/sec	64QAM	6
3	39400000	47.3	5120 KSym/sec	64QAM	8
4	46200000	48	5120 KSym/sec	64QAM	7

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	5	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	1	0

Apologies for three posts - long logs from router 🙂

[Alex_RM]

Hi Vanitas,

Thanks for posting and sorry to see you're still experiencing some issues with your connection. 

I've had a look at things from our side, and can see it's been quite some time since the hub was last rebooted.

Can you please reboot the equipment and let us know if there is any change.

Alex_Rm

[Vanitas]

Hello,

I restarted the hub 45min ago (just before 3pm as on the graph below), only 20min later packets started dropping again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c057f781eecd5e78e9bc7e66f14bab0a1087c654-27-03-2022

[Paul_DN]

Hey Vanitas,

Thank you for rebooting the Hub, now you have left it a couple of days how have things been, has the connection improved?

Regard

Paul.

[Vanitas]

Hello, 

Now its been a week after restarting the Hub, I am still dropping packets and connectivity

Graph from right now:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d7a56e8ea03162981ec6985e6f7d9fde6d3cc27-06-04-2022

 
I use the broadband for my home office and this is not an acceptable broadband service...

[Chris_W1]

Hi Vanitas,  thanks for the message and sorry to hear that you are having issues with the service and this is not the experience which we want you to have with us. I have checked the system and cannot see any issues with the service at the moment. Can you confirm if you are still having issues with the service? Chris

[Vanitas]

Hello,
BQM still shows dropped packets, graph from yesterday 8th April:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d9350132cb20aacd2bf82625557081a53b24a714-08-04-2022

[Ashleigh_C]

Thank you for providing the BQM and I have had a look on our side and can see that there are a few issues now appearing with the specs so I think it will be best to arrange for an engineer to come. 

I will send you a PM now to arrange, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you.