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Packet Loss

topcat123
Tuning in

Hello,

I am noticing packet loss on Xbox One, wired connection to Asus AC86U with Virgin Media Superhub 3 in modem mode.

Is it possible to check for congestion issues in my area or issues with my modem settings?

15th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ad34cab8ac9862ec264646037cbba08d2e7a1233-15-03-2021

16th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/439db785277f122cc87668a82911769b12d69ffd-16-03-2021

17th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5b431549213903ecde1d8e15ea5a4cbea1d9eb93-17-03-2021

Downstream bonded channels

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

13310000000.238256 qam25
22670000000.238256 qam17
3275000000038256 qam18
4283000000038256 qam19
5291000000038256 qam20
62990000000.238256 qam21
7307000000038256 qam22
8315000000038256 qam23
9323000000038256 qam24
10339000000038256 qam26
11347000000038256 qam27
12355000000038256 qam28
133630000000.240256 qam29
143710000000.240256 qam30
15379000000-0.238256 qam31
16387000000-138256 qam32
17395000000-1.738256 qam33
18403000000-1.740256 qam34
19411000000-1.540256 qam35
20419000000-1.440256 qam36
21427000000-138256 qam37
22435000000-140256 qam38
23443000000-138256 qam39
24451000000-0.938256 qam40

 

34 REPLIES 34

Katie_WT
Forum Team (Retired)
Forum Team (Retired)

Hi there @topcat123

 

I can see that the graphs are from a couple of months ago - are you seeing similar trends now when raising a BQM? Do you have a live BQM you could share? 

 

The issue that you are impacted by is Congestion - as mentioned, it is only intermittent and as such should not be impacting all customers in the area all the time - however, you will still experience some loss of service sporadically whilst it is being worked on.

 

Cheers

Katie - Forum Team


No, the issue is still there: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f14d6577420ea3485a0511fa206157a373f684ed-18-11-2021

Any update?

Sofia_B
Forum Team (Retired)
Forum Team (Retired)

Thanks for getting back to us @topcat123

 

I'm sorry to see this, I appreciate this must be very frustrating and we apologise for any inconvenience caused. 

 

The congestion issue seems to be resolved, however I can see there is some uptime issues with the Hub currently as it hasn't been rebooted in 70 days. 

 

Please perform a reboot on the Hub and advise how the service performs once you've done this. 

 

Thanks, 

Sofia
Forum Team



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When was this issue fixed? I got a text about essential works on 22nd, was that it.

I have restarted the router: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/93b6a444f809274fc9197049b8e409d5f35a43de-23-11-2021

 

Hi topcat123, 

Thanks for coming back to us on this. 

All we can see from here is that there is no longer a congestion fault open on the network. 

Thanks for rebooting the Hub. This has registered and hopefully you will see an improvement now. 

Keep us posted with how you get on. 

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


This is from the 23rd, so it looks like there is still congestion?

Screenshot 2021-11-25 at 12.43.12.png

Zak_M
Forum Team (Retired)
Forum Team (Retired)

Thank you for coming back to us topcat123.

 

Do you have a live BQM graph you could share? 

 

Kind regards,

Zak_M

I don't know how many times I have to keep sharing this... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/917a2563626899c82ecfaa967ca1eaeb23576981

Screenshot 2021-11-29 at 13.56.31.png

This is starting to feel like a complete waste of my time.

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Thank you, we need up to date ones @topcat123, the last on you sent was from the 23rd of November.

 

Please can you try doing a pinhole reset on your Hub?

 

Many thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


https://www.thinkbroadband.com/broadband/monitoring/quality/share/917a2563626899c82ecfaa967ca1eaeb23576981