Packet loss, upload speed and ping spikes.

[billx]

For the last month or so I have been experiencing terrible upload speed (1-5 mbps, can be sometimes worse), packet loss (1-5%) and ping spikes and since I play shooters/competitive games like Valorant and Rocket League, my experience has been extremely frustrating since all 3 problems affect my gameplay greatly. 

I finally plugged in a new router to see if it would be fixed by that, but nothing has changed.

It is also really hard contacting Virgin and they keep giving me links to click on which will sometimes say that there is a problem in my postcode, then saying there isn't.

(They also don't give any further information to this, no notice on what the problem might be or when it will be fixed)

I have checked my router status, in which I will post the downstream and upstream below.

Downstream bonded channels

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

1	427000000	-11	35	256 qam	37
2	251000000	-7.5	35	256 qam	15
3	259000000	-7.2	36	256 qam	16
4	267000000	-7.5	36	256 qam	17
5	275000000	-7.7	36	256 qam	18
6	283000000	-7.9	36	256 qam	19
7	291000000	-7.7	36	256 qam	20
8	299000000	-7.9	36	256 qam	21
9	307000000	-8.2	36	256 qam	22
10	315000000	-8	37	256 qam	23
11	323000000	-8.4	36	256 qam	24
12	331000000	-8.9	36	256 qam	25
13	339000000	-9	36	256 qam	26
14	347000000	-9.5	36	256 qam	27
15	355000000	-9.7	36	256 qam	28
16	363000000	-10	35	256 qam	29
17	371000000	-10.4	35	256 qam	30
18	379000000	-9.9	35	256 qam	31
19	387000000	-10.5	35	256 qam	32
20	395000000	-10.7	35	256 qam	33
21	403000000	-10.7	34	256 qam	34
22	411000000	-11	34	256 qam	35
23	419000000	-10.5	35	256 qam	36
24	435000000	-11.2	34	256 qam	38

Downstream bonded channels

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

1	Locked	35	461	0
2	Locked	35.7	9	0
3	Locked	36.6	13	0
4	Locked	36.3	9	0
5	Locked	36.6	7	0
6	Locked	36.6	7	0
7	Locked	36.6	5	0
8	Locked	36.3	5	0
9	Locked	36.6	1	0
10	Locked	37.3	6	0
11	Locked	36.6	5	0
12	Locked	36.3	4	0
13	Locked	36.3	12	0
14	Locked	36.3	9	0
15	Locked	36.6	16	0
16	Locked	35.7	21	0
17	Locked	35.7	20	0
18	Locked	35.7	21	0
19	Locked	35.5	74	0
20	Locked	35.5	71	0
21	Locked	34.9	353	0
22	Locked	34.9	703	0
23	Locked	35	336	0
24	Locked	34.9	404	0

Upstream bonded channels

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

1	60300000	54	5120	64 qam	1
2	53700000	54	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0

I have also created a BQM, with the Super Hub 3.0 in Hub mode.

Please Virgin, I really need your help.

[Andrew-G]

Power levels are way out on upstream and downstream.  I'll mark this for staff to take a look and advise.  Your hub will need to be in router mode so they can take a look at the status data. 

[David_Bn]

Good Morning @billx, thanks for your post on our Community Forums and a very warm welcome to you!

I've been able to look into your local area and can see a Sound to Noise Ratio outage that is due to be fixed for the estimated fix date 11/01/22 at 09:00.

Do please come back to us beyond this time frame, if the issue is still on going

Kindest regards,

David_Bn