Virgin Media Community

[ptrwiv]

Hi,

The last few days I've noticed games and things like Discord not being right and can see I'm getting packet loss as shown below. I've done a reboot of the SH but made no difference. Can my connection be checked please? As far as I can remember the signal stats below look fine?

[Kippies]

Can you post network logs from your HUB?

Looks like one of your upstream channels is crapping out, although the levels are fine its fallen back to 16QAM and is showing a substantial number of T3's

Id expect to see "RCS partial service" in your logs... at which point I have the metrics I need to escalate it for you.

[ptrwiv]

Log below, thanks!

[Kippies]

Oh BUM, all we are seeing are the upstream T3's

Ill flag for staff anyhoo, see if they can run some tests their side

[ptrwiv]

That'll be great if they could. I took off the attenuator (-10db) just in case that was causing it and it still looks the same - one upstream channel using 16QAM. The signal levels have obviously changed so I think it is better with it on, do you agree?

[Kippies]

Yup DS levels over 10 are "best avoided"

Attenuate that HUB guy!

Also ill flag again for staff as it should heave been picked up by now.

[Ralph_R]

Yep needs the attenuator connected....checking over your connection I can see that one of your cable upstream channels is also reporting some FEC issues and this may be the source of the packet loss. I've flagged this to networks for further investigation.

If you bump us in a day or two we'll recheck the power levels and see how networks are progressing with the area fault.

Cheers

[ptrwiv]

Hi,

I've put the attenuator back on so the levels are back to normal. That upstream channel is still incorrect though.

Thanks

Pete

[John_G]

Hi Ptrwiv,

Following Ralphs flag to network there is currently a SNR fault open for your area under ticket F006831119. This is due to close 21/01/19 though faults like this can be quite complicated and may be delayed.

If you post again following the 21st we can take another look and get you an update.

Thanks

[ptrwiv]

Stats are worse now Packet loss is still 5-10%.