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

[Client62]

The higher speed mixed mode DOCSIS 3.0/3.1 services using Hub 4 & Hub 5 have great bandwidth but the price is high Latency and Jitter.

As bandwidth rises on a given connection the quality of service frequently declines.

[computertechy]

Exactly, I'm aware the jitter and latency has gone up since upgrading to a hub 5 and gig1 over 6 months ago but the latency back then was 13-16ms, I'm now getting 22-26ms average and every month the packet loss has got worse.

Pinging BBC on a wired connection gives 12-24% packet loss and running a voice chat client like Discord simply isn't possible.

Beyond unusable at the moment.

[Client62]

"ping bbc.co.uk" - run in a command prompt window shows 12 - 24 % packet loss, it would be interesting to see that.

[computertechy]

Not really interesting when my broadband quality monitor shows it being that high.

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

I fail to see what your objective is posting on my post? Are you in any way affiliated with Virgin Media?

Do you think packet loss is acceptable?

[computertechy]

even worse this morning.

Pinging bbc.co.uk [151.101.0.81] with 32 bytes of data:
Reply from 151.101.0.81: bytes=32 time=19ms TTL=58
Reply from 151.101.0.81: bytes=32 time=19ms TTL=58
Request timed out.
Reply from 151.101.0.81: bytes=32 time=18ms TTL=58
Request timed out.
Reply from 151.101.0.81: bytes=32 time=19ms TTL=58
Reply from 151.101.0.81: bytes=32 time=18ms TTL=58
Reply from 151.101.0.81: bytes=32 time=20ms TTL=58
Reply from 151.101.0.81: bytes=32 time=18ms TTL=58
Request timed out.

Ping statistics for 151.101.0.81:
Packets: Sent = 10, Received = 7, Lost = 3 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 20ms, Average = 19ms

[Molly_T]

Hi Computertechy 👋 welcome back to community! 
Thank you for posting to let us know about these service issues - sorry to hear they are ongoing for you! I've had a quick look for you and it does seem you are currently affected by a local SNR outage. This is currently estimated to be resolved by 28th March at 10.15am. 

SNR (signal to noise ratio) is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose because noise can ingress anywhere on the network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates the amount of work required and the time frame for resolution. 

Hopefully once the outage is resolved, so will the issues with your service! You can keep track of outage updates here 👉 https://virg.in/service or call 📞0800 561 0061. Please let us know if you are still having issues upon the confirmed end of the outage. 

Thank you for your patience in the meantime! Wishing you all the best. 🌞
 

[Andrew-G]

Hopefully it's down to the area SNR issue, but nobody seems to have spotted the OP's upstream problem that's showing as 18 T3 timeouts on one channel in the same period that there's not been a single downstream post-RS error. 

computertechy needs to keep an eye on the upstream for a few days.  The odd timeout isn't unusual or a major issue, if you see T3 numbers continuing to rise on one particular channel then there's a problem, and if the area fault is resolved it'll need a technician visit to fix.

[computertechy]

Many thanks for the extremely helpful reply!

It's now on 24 timeout just on channel 2 upstream but my monitor and stability is getting better now, i'll keep an eye!

[Andrew-G]

At its best, a VM connection is near 100% stable, so being better than it was shouldn't mean putting up with any frequency of dropouts or disconnections.  In my reasonably long experience of looking at hub stats, I'd say that anything above one T3 every few days is worrying, if you're seeing one or more per day then there's still something wrong with your connection.  If that applies then stick with the forum to get it resolved, the offshore telephone agents don't have a clue, and wouldn't even know what a DOCSIS T3 is.