Packet loss after a reset

[bel-akor]

Hello,

After a random reboot that happened at night there is a constant loss of packets on the BQM. The reboot occurred on 30/01/2022 and was not initiated by the home users as far as I'm aware.

I think there was a similar instance before that from 17/01 to 18/01 and rebooting the router from the admin page solved it. Now, however, the reboot has no effect and the packet loss continues.

Lagspikes are also a constant issue, I haven't played after the packet loss has started but it was really bad before, as seen on the graphs. As usual, it probably comes down to the over subscription in the area, but please check that as well, if possible.

Tech data below.

Thank you.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ba92e7639c0ffb25e4c120ba4a3bef4a1826282

Downstream bonded channels

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

1	330750000	-9	35	256 qam	25
2	234750000	-8.2	35	256 qam	13
3	242750000	-8.2	35	256 qam	14
4	250750000	-8.2	35	256 qam	15
5	258750000	-8.4	35	256 qam	16
6	266750000	-8.5	35	256 qam	17
7	274750000	-8.7	35	256 qam	18
8	282750000	-8.7	35	256 qam	19
9	290750000	-8.7	35	256 qam	20
10	298750000	-8.4	35	256 qam	21
11	306750000	-8.5	35	256 qam	22
12	314750000	-8.5	35	256 qam	23
13	322750000	-8.7	35	256 qam	24
14	338750000	-9	35	256 qam	26
15	346750000	-9	35	256 qam	27
16	354750000	-9.2	35	256 qam	28
17	362750000	-9	35	256 qam	29
18	370750000	-9.4	35	256 qam	30
19	378750000	-9.5	34	256 qam	31
20	386750000	-10.2	34	256 qam	32
21	394750000	-10.7	34	256 qam	33
22	402750000	-11.5	33	256 qam	34
23	410750000	-11.7	33	256 qam	35
24	418750000	-12	33	256 qam	36

Downstream bonded channels

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

1	Locked	35	5661	24
2	Locked	35.7	32962	49
3	Locked	35.5	17299	149
4	Locked	35.5	21980	194
5	Locked	35.5	43426	661
6	Locked	35.5	30825	302
7	Locked	35.5	21305	630
8	Locked	35.5	14720	72
9	Locked	35	4755	31
10	Locked	35	31048	10
11	Locked	35.5	29206	16
12	Locked	35.7	6931	4
13	Locked	35.5	10135	16
14	Locked	35.5	10051	12
15	Locked	35	4905	0
16	Locked	35.5	2016	0
17	Locked	35.7	7562	2
18	Locked	35	15416	11
19	Locked	34.9	11827	0
20	Locked	34.9	9953	0
21	Locked	34.4	24468	0
22	Locked	33.9	96374	10
23	Locked	33.8	266561	10822
24	Locked	33.4	391638	1

[Travis_M]

Hi @bel-akor

Thanks for posting on our community forum!

Sorry to hear about this, have you noticed any improvement since posting? How is your connection now?

Regards

[bel-akor]

Hello, Travis,

Obviously there were no improvements whatsoever, because the proposed solution was to replace the cable outside the house and, as far as I know, this has not been done.

This has been going for quite a long time, is it possible to speed up the process and do the necessary works? If the hardware has not been replaced, there is no point in waiting or checking if our connection has improved. Instead, we need to know if someone is working on our case.

We were told that engineers were going to work in the area but we received no updates afterwards and no news on March 21st.

Thank you.

[Martin_N]

We can certainly appreciate your frustration with bel-akor. 

I have taken a look on our system and I can see that we do have a reported area fault. 

This is an SNR fault. The fault reference is: F009714720.

The current estimated fix date: 28th March 2022 17:20pm. 

^Martin

[bel-akor]

Hello, Martin,

Thank you for checking the ticket. As I mentioned before, the engineer told us that we have a smaller cable going to the house and it needs to be replaced with a thicker one.  Does the logged ticket imply that the cable will be replaced? Is there a visible history of engineers' visits that defines the problem?

I'm asking because I want to make sure that previous work is taken into account and the the proper solution to our issues will be implemented. We don't want to wait for another month if the measures at 28th are going to be temporarily. We already had the signal boosted, as the first technician reported, and we had the whole set up inspected twice.

Thank you. 

[bel-akor]

I'm also now getting an error message when trying to check the service status on the Virgin Media Care website, while the BQM seems to be working as usual:

[Steven_L]

Thanks for coming back to us @bel-akor.

The ticket that has been logged is for your local area and doesn't take into account your individual status, I have looked into this and can see that an appointment has been made for your cable to be replaced, you can find this by signing in to My Virgin Media and you’ll see your appointments on your account dashboard.

The estimated fix time is still 17:20 for the SNR issues in your area.

Regards,

Steven_L

[David_Bn]

Good Afternoon @bel-akor,

Just a little update for you, if you weren't already aware;

The outage is still present and is now estimated to be fixed on 06/04/22 at 13:05

We apologise for any inconvenience this may cause you

Kindest regards,

David_Bn

[bel-akor]

Hello,

It appears that there were some works done in the area, once after some downtime the graph finally showed 0 packet loss. However, after the router reboot, everything came back to how it was before the works and the constant packet loss is present again (please see the BQM from the first post).

I can’t imagine why this is happening because for a brief moment it finally seemed normal. Now we’re back to the same low power levels on some DS channels.

Service status check advises me to wait and then schedule yet another engineer visit. As I mentioned before, it had been looked into already and the conditions didn’t change after that.

Can we please skip another scheduling and waiting phase and finally have this issue sorted?

I would like to hear a more detailed status update in the situation. We can’t wait for month and be paying for service quality like that.

Thank you.

[Jodi_S]

Hi bel-akor,

Thanks for coming back to us. We can certainly understand that you do not wish to book another engineer to attend in the circumstances.

As the area fault has now been rectified, how have your services been since you last posted? Has anything improved, or do are you still experiencing packet loss?

Kind regards Jodi. 

[bel-akor]

Hello, Jodi,

After a brief period of improved connection, constant packet loss is back along with low downstream power levels. I also have a new issue description on the service status website:

As I do not have direct access to the owner's account I cannot check the details.

Please confirm if cable replacement is still planned for our location and whether there will be any other measures to solve this.

Thank you.