Virgin Media Community

[Dapman]

 

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. 

 

[Mrs_Tired]

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 ?  

[Dapman]

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. 

 

[Andrew-G]

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.

[Dapman]

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

[Dapman]

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

[Dapman]

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;

[Dapman]

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. 

[Andrew-G]

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.

[Dapman]

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