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Dapman
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Message 1 of 42
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Multiple packet loss and disconnections from playstation

Screenshot_20210608_155320_com.ecosia.android~2.jpg

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. 

Screenshot_20210608_155320_com.ecosia.android.jpg

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Mrs_Tired
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Message 2 of 42
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Re: Multiple packet loss and disconnections from playstation

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 ?  

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Dapman
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Re: Multiple packet loss and disconnections from playstation

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. 

Screenshot_20210608_155320_com.ecosia.android~2.jpg

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Andrew-G
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Message 4 of 42
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Re: Multiple packet loss and disconnections from playstation

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.

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Dapman
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Message 5 of 42
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Re: Multiple packet loss and disconnections from playstation

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

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Dapman
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Re: Multiple packet loss and disconnections from playstation

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

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Dapman
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Re: Multiple packet loss and disconnections from playstation

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;

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Dapman
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Message 8 of 42
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Re: Multiple packet loss and disconnections from playstation

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. 

 

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Andrew-G
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Message 9 of 42
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Re: Multiple packet loss and disconnections from playstation

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.

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Dapman
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Message 10 of 42
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Re: Multiple packet loss and disconnections from playstation

Downstream complete:

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

12027500001.938256 qam9
2138750000237256 qam1
3146750000237256 qam2
4154750000237256 qam3
5162750000238256 qam4
6170750000238256 qam5
7178750000238256 qam6
81867500002.238256 qam7
9194750000238256 qam8
102107500001.738256 qam10
112187500001.738256 qam11
122267500001.738256 qam12
132347500001.738256 qam13
142427500001.238256 qam14
15250750000138256 qam15
16258750000138256 qam16
172667500001.438256 qam17
18274750000138256 qam18
19282750000138256 qam19
20290750000138256 qam20
212987500001.537256 qam21
223067500001.538256 qam22
233147500001.538256 qam23
243227500001.238256 qam24



Downstream bonded channels

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

1Locked38.66528272
2Locked37.37848264
3Locked37.67578804
4Locked37.67229819
5Locked38.670810053
6Locked38.674710243
7Locked38.673010126
8Locked38.681810412
9Locked38.676910264
10Locked38.98129943
11Locked38.68179943
12Locked38.673410391
13Locked38.67109808
14Locked38.67769701
15Locked38.67309999
16Locked38.98099477
17Locked38.67609670
18Locked38.67429425
19Locked38.67159964
20Locked38.666410044
21Locked37.66599785
22Locked38.66149728
23Locked38.66629818
24Locked38.66619828
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