Packet loss still continuing since Hub 4

[bucklez]

Hey, 

Need help from staff if possible - This issue has been going on since going to Hub 4 (Gig1) but sometimes it goes away - I never had one issue with the Hub 3 on 350

Rebooting the hub can resolve the issue for a few days but it always comes back. My son is having a real hard time trying to game on his Xbox - it's unplayable right now - Videos are freezing too when watching live.

BQMs...

Today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3cbdbea2dc3c9517afb6d849185c1c9584... 

Yesterday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f771f249e0c88b3662cca2f46323140314...

Tuesday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/169415c714d8c3ae6d771af19257a2fc4b... 

[bucklez]

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 8.9 40.4 QAM256 25
1 139000000 7.3 40.4 QAM256 1
2 147000000 7.3 40.4 QAM256 2
3 155000000 7.1 40.4 QAM256 3
4 163000000 6.8 40.4 QAM256 4
5 171000000 6.6 40.4 QAM256 5
6 179000000 6.4 40.4 QAM256 6
7 187000000 6.4 40.4 QAM256 7
8 195000000 6.3 40.4 QAM256 8
9 203000000 6 40.4 QAM256 9
10 211000000 6.2 40.4 QAM256 10
11 219000000 6.2 40.4 QAM256 11
12 227000000 6.5 40.9 QAM256 12
13 235000000 6.6 39 QAM256 13
14 243000000 6.6 40.4 QAM256 14
15 251000000 6.3 39 QAM256 15
16 259000000 6.3 39 QAM256 16
17 267000000 6.4 40.4 QAM256 17
18 275000000 6.9 40.4 QAM256 18
19 283000000 7.5 40.4 QAM256 19
20 291000000 8.1 40.4 QAM256 20
21 299000000 8 40.4 QAM256 21
22 307000000 8 40.9 QAM256 22
23 315000000 8.1 40.4 QAM256 23
24 323000000 8.7 40.9 QAM256 24
26 371000000 9.6 40.4 QAM256 26
27 379000000 9.5 40.4 QAM256 27
28 387000000 9.2 40.9 QAM256 28
29 395000000 9.2 40.4 QAM256 29
30 403000000 9.2 40.9 QAM256 30
31 411000000 9.4 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.366287 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.946209 0 0
13 Locked 38.983261 0 0
14 Locked 40.366287 0 0
15 Locked 38.983261 0 0
16 Locked 38.983261 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.946209 0 0
23 Locked 40.366287 0 0
24 Locked 40.946209 0 0
26 Locked 40.366287 0 0
27 Locked 40.366287 0 0
28 Locked 40.946209 0 0
29 Locked 40.366287 0 0
30 Locked 40.946209 0 0
31 Locked 40.366287 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 88 4K 1720 QAM4096 424

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 43 9.5 3274428425 4

[bucklez]

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 48.5 5120 KSym/sec 64QAM 5
2 39400000 48.5 5120 KSym/sec 64QAM 4
3 46200000 48.5 5120 KSym/sec 64QAM 3
4 25800000 48.5 5120 KSym/sec 64QAM 11

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 2 0
2 US_TYPE_STDMA 0 0 1 0
3 US_TYPE_STDMA 0 0 1 0
4 US_TYPE_STDMA 0 0 2 0

[bucklez]

Just a quick update: more information.

The issue started again earlier and i decided to restart the router and the issue has stopped again, this will probably be the case again for a few days.

Today BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e14ed0a7869d6d6bd80245783b8215943...

This issue only started when i went to Gig1 . It could be the hub? or the cabinet?

I'd really like it sorted, paying a premium and the connection is unusable for my son gaming.

[risc19]

Hello!

Well first the good news.

1.Your area shows no signs of over utilization at least on down stream.

2. You SNR is good.

The bad.

1. Your down stream power levels are borderline too high.

2. You have a nasty patches of packet loss (red on the graph). I think thats where the problem is.

I'm sure someone from virgin will be along shortly to see if there are any noise faults/issues in your area.

Either way I think your going to need an engineer visit to adjust your levels.

Once you get all this straightened out I would advise your son to only use an ethernet cable to game on. It will be much more stable.

Virgin hubs are cheapo bit of tat, with poor wifi performance even on a connection not experiencing problems.

Good luck.

[Lee_R]

Hi @bucklez thanks for posting.

I am sorry to hear you're having packet loss and the impact it is having on your household.  I would like to take a closer look.  I am going to send you a quick private message.

Regards

Lee_R

[bucklez]

Hi @Lee_R

Thanks for the message, I replied with the details, the packet loss has stared again today.

[Adduxi]

---

@risc19 wrote:

<snip>   Once you get all this straightened out I would advise your son to only use an ethernet cable to game on.

---

+1 - Always game on cable.

[bucklez]

He is connected via a powerline adapter.

[bucklez]

It's gotten really bad again in last 24 hours -  The only thing i can think is a Hub issue - as I had zero issues before this HUb 4 and when i reboot the hub the issue is gone for a few days.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a2eca6858bc83cb596bb2f94a165677af4...