08-06-2021 15:58 - edited 08-06-2021 16:21
Hi,
As I've seen from many similar posts I'm getting ridiculous packet loss throughout the day. I've attached a photo showing my data and I wasn't at home between 8am and 3.30pm. Not only is it a problem for leisure my job involves many video calls which I'm constantly disconnecting from. This problem is seriously bothering my work and leisure. Please look into this. I've reset everything my end. I'm quite competent when it comes to network set ups. As for hardware nothing has changed since I joined virgin media last year.
08-06-2021 18:07 - edited 08-06-2021 18:09
Im the same with this its a joke now tbh been happening for months . They sent a technician on friday to swap router out could of done that my self. To me he did no testing other than swapping the router then all they want is rate me a 10 score !
have you linked your broadband to think broadband.com so it gives you the graph ?
on 08-06-2021 18:57
Yeah, it's a really handy website. I tried uploading a picture of it but the image was showing my ip address so was rejected. I uploaded another one but I guess the moderators have finished for the day? Here it is once more.
on 09-06-2021 07:29
Use the "share graph" option in Thinkbroadband. That will give a chart without your IP address, and whilst embedded graphs look pretty, links are automatically scanned so there's no delay for manual moderation or rejection because you've left in your IP address. When posting, a snapshot link gives a view of what you see for the date in question, a live link shows a live view of the past 24 hours, so updates with your BQM.
@Dapman The fragment of BQM you've posted looks to me like an intermittent timeout or channel loss fault. Can you connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log in separate posts. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
on 09-06-2021 07:38
Downstream, copied from phone so the layout is slightly off
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 1 37 256 qam 9
2 210750000 0.9 37 256 qam 10
3 218750000 0.9 37 256 qam 11
4 226750000 1 37 256 qam 12
5 234750000 0.9 37 256 qam 13
6 242750000 0.5 37 256 qam 14
7 250750000 0.4 37 256 qam 15
8 258750000 0.4 37 256 qam 16
9 266750000 0.7 37 256 qam 17
on 09-06-2021 07:40
Up stream
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 44 5120 64 qam 2
2 46200000 44.5 5120 64 qam 1
3 25800000 42.8 5120 64 qam 4
4 32600000 43.5 5120 64 qam 3
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATD MA 0 0 0 0
on 09-06-2021 07:41
Network log
Time Priority Description
09/06/2021 03:11:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 03:11:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 02:58:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 02:58:43 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 02:55:58 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER =3.0;
on 09-06-2021 07:44
The network log had quite a few more messages all of similar vein. I've just copied the top 4. That ks very much for your help.
09-06-2021 10:52 - edited 09-06-2021 11:05
I'm afraid we'll really need the lot - the few Network log entries posted do indicate the sort of serious problems that would need a technician visit (unless part of an area fault already being worked on), and whilst I doubt they are a single event, what's posted is all clustered around 3am.
The same applies for upstream and downstream tabs, which extend down the page beyond the intially visible entries. You can scroll down and select, but using Ctrl-A, Ctrl-C from a keyboard is usually much easier than using any phone or tablet.
Failing that, if you're prepared to wait a while, the forum staff can remotely interrogate the hub, and I'd expect them to see more of the nasties like the four posted, and from that should be able to advise.
on 09-06-2021 16:09
Downstream complete:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | 1.9 | 38 | 256 qam | 9 |
2 | 138750000 | 2 | 37 | 256 qam | 1 |
3 | 146750000 | 2 | 37 | 256 qam | 2 |
4 | 154750000 | 2 | 37 | 256 qam | 3 |
5 | 162750000 | 2 | 38 | 256 qam | 4 |
6 | 170750000 | 2 | 38 | 256 qam | 5 |
7 | 178750000 | 2 | 38 | 256 qam | 6 |
8 | 186750000 | 2.2 | 38 | 256 qam | 7 |
9 | 194750000 | 2 | 38 | 256 qam | 8 |
10 | 210750000 | 1.7 | 38 | 256 qam | 10 |
11 | 218750000 | 1.7 | 38 | 256 qam | 11 |
12 | 226750000 | 1.7 | 38 | 256 qam | 12 |
13 | 234750000 | 1.7 | 38 | 256 qam | 13 |
14 | 242750000 | 1.2 | 38 | 256 qam | 14 |
15 | 250750000 | 1 | 38 | 256 qam | 15 |
16 | 258750000 | 1 | 38 | 256 qam | 16 |
17 | 266750000 | 1.4 | 38 | 256 qam | 17 |
18 | 274750000 | 1 | 38 | 256 qam | 18 |
19 | 282750000 | 1 | 38 | 256 qam | 19 |
20 | 290750000 | 1 | 38 | 256 qam | 20 |
21 | 298750000 | 1.5 | 37 | 256 qam | 21 |
22 | 306750000 | 1.5 | 38 | 256 qam | 22 |
23 | 314750000 | 1.5 | 38 | 256 qam | 23 |
24 | 322750000 | 1.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 652 | 8272 |
2 | Locked | 37.3 | 784 | 8264 |
3 | Locked | 37.6 | 757 | 8804 |
4 | Locked | 37.6 | 722 | 9819 |
5 | Locked | 38.6 | 708 | 10053 |
6 | Locked | 38.6 | 747 | 10243 |
7 | Locked | 38.6 | 730 | 10126 |
8 | Locked | 38.6 | 818 | 10412 |
9 | Locked | 38.6 | 769 | 10264 |
10 | Locked | 38.9 | 812 | 9943 |
11 | Locked | 38.6 | 817 | 9943 |
12 | Locked | 38.6 | 734 | 10391 |
13 | Locked | 38.6 | 710 | 9808 |
14 | Locked | 38.6 | 776 | 9701 |
15 | Locked | 38.6 | 730 | 9999 |
16 | Locked | 38.9 | 809 | 9477 |
17 | Locked | 38.6 | 760 | 9670 |
18 | Locked | 38.6 | 742 | 9425 |
19 | Locked | 38.6 | 715 | 9964 |
20 | Locked | 38.6 | 664 | 10044 |
21 | Locked | 37.6 | 659 | 9785 |
22 | Locked | 38.6 | 614 | 9728 |
23 | Locked | 38.6 | 662 | 9818 |
24 | Locked | 38.6 | 661 | 9828 |