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Message 11 of 56
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Re: Latency issues after speed upgrade

Ping test on the router is also showing packet loss

PING Google.com (216.58.204.14): 64 data bytes

72 bytes from 216.58.204.14: seq=0 ttl=116 time=20.000 ms

72 bytes from 216.58.204.14: seq=1 ttl=116 time=10.000 ms

--- Google.com ping statistics ---

3 packets transmitted, 2 packets received, 33% packet loss

round-trip min/avg/max = 10.000/15.000/20.000 ms

 

PING BBC.com (151.101.64.81): 64 data bytes

72 bytes from 151.101.64.81: seq=0 ttl=59 time=10.000 ms

72 bytes from 151.101.64.81: seq=1 ttl=59 time=10.000 ms

--- BBC.com ping statistics ---

3 packets transmitted, 2 packets received, 33% packet loss

round-trip min/avg/max = 10.000/10.000/10.000 ms

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Message 12 of 56
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Re: Latency issues after speed upgrade

Hi halifax1983, 

 

Thanks for taking the time to get in touch 🙂 

 

I am sorry you're experiencing some issues with your connection. 

 

I have checked our end and there is a problem in your area which we are aware of and is currently under investigation. 

 

Unfortunately I don't have any further details right now, however please feel free to pop back and we can check this again for you. 

 

Apologies for any inconvenience caused, hopefully we will have your service back up and running soon. 

 

Many thanks, 

 

Hetty_R
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Message 13 of 56
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Re: Latency issues after speed upgrade

hello

When checking the service status it states “no known issue“

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Message 14 of 56
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Re: Latency issues after speed upgrade

Hi halifax1983,

 

Thanks for coming back, looking into your services our end I can see that your levels are out of sync and a technician will be required.

 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 

Regards

 

Paul.

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Message 15 of 56
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Re: Latency issues after speed upgrade

It’s been a week since I complained of this issue. I’ve had private messages on this group and I’ve been in contact with the virgin message team. No one had been able to tell me when this issue will be resolved or what the exact problem is, other than it’s a fault in the cabinet. I am unable to play online multiplayer games because the lag is terrible, mobile data is actually better. I would also like to point out that my power levels in the router have been like this since the last engineer visit. My Online gaming experience so far has been worse than talk talk, that’s the reason I switched, and now I am regretting it. Can someone please let me know when this issue will be fixed, and whether someone will look into my power levels, as I suspect this is why I tend to have a lot of issues.

thanks

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Message 16 of 56
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Re: Latency issues after speed upgrade

Had a message telling me this issue has now been fixed an to switch router off for 30 mins which I did.

This issue hasn’t been resolved please see router stats below. I think I need an engineer visit or a new router

Downstream bonded channels

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

1331000000-1.538256 qam25
2203000000-1.238256 qam9
3211000000-1.238256 qam10
4219000000-1.238256 qam11
5227000000-138256 qam12
6235000000-1.238256 qam13
7243000000-1.438256 qam14
8251000000-1.438256 qam15
9259000000-1.538256 qam16
10267000000-1.538256 qam17
11275000000-1.738256 qam18
12283000000-1.738256 qam19
13291000000-1.738256 qam20
14299000000-1.738256 qam21
15307000000-1.738256 qam22
16315000000-1.738256 qam23
17323000000-1.538256 qam24
18339000000-1.438256 qam26
19347000000-1.238256 qam27
20355000000-1.238256 qam28
21363000000-138256 qam29
22371000000-1.238256 qam30
23379000000-1.238256 qam31
24387000000-1.238256 qam32



Downstream bonded channels

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

1Locked38.600
2Locked38.960
3Locked38.940
4Locked38.950
5Locked38.950
6Locked38.950
7Locked38.900
8Locked38.600
9Locked38.900
10Locked38.960
11Locked38.950
12Locked38.950
13Locked38.960
14Locked38.950
15Locked38.650
16Locked38.900
17Locked38.650
18Locked38.900
19Locked38.900
20Locked38.950
21Locked38.950
22Locked38.960
23Locked38.950
24Locked38.600
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Message 17 of 56
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Re: Latency issues after speed upgrade

1536999793.25512064 qam2
2394000093.25512064 qam4
3461999573.25512064 qam3
4603000023.25512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 18 of 56
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Re: Latency issues after speed upgrade

Upstream power levels still look low.

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Message 19 of 56
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Re: Latency issues after speed upgrade

I think there are exactly the same as before

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Message 20 of 56
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Re: Latency issues after speed upgrade

Yep!

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