Hi there
Package: Vivid 350
Area Reference: 05
Setup: Superhub 3.0 (modem mode), Netgear X4S R7800, Wired Windows 10 PC,
I've had packet loss issues since Saturday 26/01/19. It came on suddenly around 4pm and I noticed the impact of it immediately. I checked the service status and ran a test through my Virgin Media account and no issues were found. I restarted my router at this time, which did not help. It is probably worth mentioning that this looks very similar to an area fault I experienced a few months ago, which took weeks to get resolved.
See below a BQM graph for 26th Jan:

The issue still persists as of today 30th Jan. Performing a ping via cmd to google.com 500 times shows ~3% packet loss. There is no packet loss when performing ping tests between local devices on my network. General browsing is minimally impacted, but watching live broadcasts and gaming are impacted quite heavily. Latency spikes are also much more frequent.
Here is a direct link to my live BQM graph:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/1b75bf977768cd6e589c40a2e13b206c527d0f02
Below are the upstream/downstream from my hub, obtained by going to 192.168.100.1 and checking the router status from the login screen. The hub was last reset on Sunday 27/01 at 8pm.
Channel 4 and 11 stand out in particular for the Post RS figures. The network log is a long long list of repeated "Lost MDD Timeout" / "RCS Partial Service" warnings. Unable to find the devices the MAC addresses relate to.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 299000000 | 0.5 | 36 | 256 qam | 17 |
2 | 323000000 | 0.7 | 36 | 256 qam | 20 |
3 | 315000000 | -0.2 | 37 | 256 qam | 19 |
4 | 307000000 | 0.9 | 36 | 256 qam | 18 |
5 | 283000000 | 0.9 | 37 | 256 qam | 15 |
6 | 275000000 | 0.7 | 37 | 256 qam | 14 |
7 | 267000000 | 0.7 | 37 | 256 qam | 13 |
8 | 259000000 | 0.5 | 37 | 256 qam | 12 |
9 | 251000000 | 0.9 | 37 | 256 qam | 11 |
10 | 243000000 | 0 | 37 | 256 qam | 10 |
11 | 235000000 | 0.5 | 33 | 256 qam | 9 |
12 | 227000000 | 1 | 37 | 256 qam | 8 |
13 | 219000000 | 2.5 | 37 | 256 qam | 7 |
14 | 291000000 | 0.9 | 37 | 256 qam | 16 |
15 | 211000000 | 1.9 | 37 | 256 qam | 6 |
16 | 203000000 | 3.2 | 37 | 256 qam | 5 |
17 | 195000000 | 3.2 | 38 | 256 qam | 4 |
18 | 187000000 | 4.3 | 37 | 256 qam | 3 |
19 | 179000000 | 4 | 38 | 256 qam | 2 |
20 | 171000000 | 5.3 | 37 | 256 qam | 1 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.6 | 2484987800 | 0 |
2 | Locked | 36.6 | 2347475874 | 0 |
3 | Locked | 37.3 | 2376025693 | 0 |
4 | Locked | 36.6 | 2741327161 | 278257300 |
5 | Locked | 37.3 | 2474449273 | 0 |
6 | Locked | 37.3 | 2477068272 | 0 |
7 | Locked | 37.3 | 2488203943 | 0 |
8 | Locked | 37.3 | 2457809460 | 0 |
9 | Locked | 37.3 | 2517228493 | 0 |
10 | Locked | 37.6 | 2410134871 | 0 |
11 | NotLocked | 32.6 | 670746398 | 2990291554 |
12 | Locked | 37.6 | 2358144298 | 0 |
13 | Locked | 37.6 | 2639632505 | 0 |
14 | Locked | 37.3 | 2494202181 | 0 |
15 | Locked | 37.6 | 2350216850 | 0 |
16 | Locked | 37.6 | 2711546228 | 2 |
17 | Locked | 38.6 | 2349152149 | 0 |
18 | Locked | 37.3 | 2451162751 | 0 |
19 | Locked | 38.6 | 2382412456 | 0 |
20 | Locked | 37.6 | 2296475299 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 24400000 | 40 | 5120 | 32 qam | 27 |
2 | 31000000 | 40.5 | 5120 | 64 qam | 26 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Network Log
Time Priority Description
2019-01-30 15:58:54.00 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
2019-01-30 15:58:55.00 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
2019-01-30 15:59:01.00 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
2019-01-30 15:59:03.00 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
I'm hoping someone can provide some guidance of how to resolve the packet loss issue, I have been posting this issue in another larger packet loss thread but it has not garnered any response. I'm making my own thread so I can be as detailed as possible and hope someone able to help sees it.
My previous posts regarding this issue (including traceroutes and other BQM graphs) can be found at: https://community.virginmedia.com/t5/Gaming-Support/packet-loss/td-p/3901146/page/25
If any further information is wanted to help diagnose the issue, please let me know!
Many thanks in advance