Packet loss and high ping.

[computertechy]

High ping and packet loss has got worse over the last month but is now drastically affecting gaming and streaming, FTTH has recently been installed in close so if this can't be resolved I finally have a decent alternative.

Multiple hub reboots and resets, 3rd party router is a very good one, 95% of devices are wired and the same happens with modem mode on/off.

Broadband Monitor

Downstream bonded channels

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

1	226000000	5	43	QAM 256	12
2	210000000	5.6	43	QAM 256	10
3	218000000	5.3	43	QAM 256	11
4	234000000	4.6	43	QAM 256	13
5	242000000	4.3	43	QAM 256	14
6	250000000	3.9	43	QAM 256	15
7	258000000	3.6	43	QAM 256	16
8	266000000	3.9	43	QAM 256	17
9	274000000	4.7	44	QAM 256	18
10	282000000	5.4	44	QAM 256	19
11	290000000	5.9	44	QAM 256	20
12	298000000	5.9	44	QAM 256	21
13	306000000	5.6	44	QAM 256	22
14	314000000	5.4	44	QAM 256	23
15	322000000	5.3	44	QAM 256	24
16	330000000	5.2	43	QAM 256	25
17	338000000	5.4	44	QAM 256	26
18	346000000	5.3	43	QAM 256	27
19	354000000	5.2	43	QAM 256	28
20	362000000	5	43	QAM 256	29
21	370000000	4.9	43	QAM 256	30
22	378000000	4.8	43	QAM 256	31
23	386000000	4.4	42	QAM 256	32
24	394000000	4.1	42	QAM 256	33
25	402000000	4	42	QAM 256	34
26	410000000	3.7	41	QAM 256	35
27	418000000	3.4	41	QAM 256	36
28	522000000	2.8	43	QAM 256	38
29	530000000	2.7	43	QAM 256	39
30	538000000	2.6	43	QAM 256	40
31	546000000	2.6	43	QAM 256	41

Downstream bonded channels

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

1	Locked	43	14	0
2	Locked	43	11	0
3	Locked	43	13	0
4	Locked	43	12	0
5	Locked	43	19	0
6	Locked	43	24	0
7	Locked	43	36	0
8	Locked	43	41	0
9	Locked	44	32	0
10	Locked	44	29	0
11	Locked	44	32	0
12	Locked	44	39	0
13	Locked	44	48	0
14	Locked	44	61	0
15	Locked	44	68	0
16	Locked	43	71	0
17	Locked	44	77	0
18	Locked	43	81	0
19	Locked	43	103	0
20	Locked	43	130	0
21	Locked	43	144	0
22	Locked	43	156	0
23	Locked	42	137	0
24	Locked	42	194	0
25	Locked	42	188	0
26	Locked	41	210	0
27	Locked	41	287	0
28	Locked	43	560	0
29	Locked	43	594	0
30	Locked	43	772	0
31	Locked	43	858	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	39400000	45.8	5120	QAM 64	2
1	32600000	45.5	5120	QAM 64	3
2	23600000	45.5	5120	QAM 64	4
3	53700000	46	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	1	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	0	0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

3304

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

3303

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

[darmo]

Iv'e had constant T3 Timeouts in my router logs since the beginning, i thought this was just normal VM.

[Andrew-G]

Well, to an extent it is normal for VM, just like inflation busting price rises and tishe customer service, but that doesn't make it right on any of those!  

[computertechy]

21 hours since rebooting the hub to reset the t3 timeouts and the count is 10 already, just on channel 3.

No doubt the estimated fix for the 28 March will be used for an excuse, even though checking the service status page and ringing the number has shown zero faults with my broadband....while being told otherwise..

[Adri_G]

Hey computertechy, thanks for your post on our help forums and sorry to hear of the issues with your connection.

Based on our latest updates there are no issues in the area network affecting BB access at the minute, is the problem present on both wired and wireless?

Also, have things improved since your last post and could you confirm if you're using any pods (boosters) or 3rd party equipment?
If so, have you tested your hub's performance and speeds without these?

Let us know how things look and if you need more help. happy to support you.

[computertechy]

Issues came back as of midnight last night!

Some really weird things happening according to my monitor.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bec918b897e4357cf6f990ba39f495d6f2...

[Reece_MH]

Hi computertechy 👋

I'm very sorry to hear you're still facing similar issues. I've had a look on our end, and it does appear that a new fault has been raised for your area on the 28th March. The details of the issue are below.

Fault Type: SNR (Signal-To-Noise) - You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.
Fault Reference: F010584363
Estimated Fix Time: 30 MAR 2023 15:05

Rest assured, our teams are working on fixing this as soon as possible and I'm very sorry for any inconvenience caused.

Thanks,
 

[computertechy]

I take it another fault has appeared now? It was fine yesterday and now the packet loss is back as of midnight!

This is getting ridiculous now.

How many faults since I first posted? And yet the full amount is still being paid...

[Kath_F]

Hi computertechy, 

Thanks for coming back to us in the Community. We're sorry to hear your fault has returned. 

Taking a look at things for you this end, I can see that there is a fault open that is affecting you. The details of that are here: 

• Fault reference number: F010584363
• Estimated fix time: 03 APR 2023 15:05
• Description:  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I have made a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. 
If there is anything else we can do, let us know. 
Thanks,

[computertechy]

Still receiving packet loss and lag, everything restarted due to nearly 6 hours of downtime of your entire network yesterday, no fault logged from your end.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bec918b897e4357cf6f990ba39f495d6f2...

[risc19]

Yeah low level packet loss is becoming all too comon nowadays.

Behind the scenes virgin are laying the infrastructure to improve upload speeds, and doing a poor job of it.

This will lead to problems while they do a cackhanded job of playing with docsis 3.1 channels.

They wont ever admit this openly of course, but people are already seeing the results.