Packet loss

[Eza]

Had 2 representatives tell me theres no issue with my line, as if I wouldn't know myself.

Could i please have someone look into this?

heres the down and up

Downstream bonded channels

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

1	523000000	-12.5	34	256 qam	37
2	251000000	-4	38	256 qam	15
3	259000000	-4.5	38	256 qam	16
4	267000000	-4.2	38	256 qam	17
5	275000000	-5.7	38	256 qam	18
6	283000000	-5.2	37	256 qam	19
7	291000000	-4.4	38	256 qam	20
8	299000000	-5.2	37	256 qam	21
9	307000000	-6.7	37	256 qam	22
10	315000000	-5.7	37	256 qam	23
11	323000000	-6.5	38	256 qam	24
12	331000000	-7.4	37	256 qam	25
13	339000000	-6.7	37	256 qam	26
14	347000000	-7.5	37	256 qam	27
15	355000000	-9	37	256 qam	28
16	363000000	-8.4	37	256 qam	29
17	371000000	-8.9	37	256 qam	30
18	379000000	-9.7	36	256 qam	31
19	387000000	-9	37	256 qam	32
20	395000000	-10.2	35	256 qam	33
21	403000000	-11.4	36	256 qam	34
22	411000000	-10.7	35	256 qam	35
23	419000000	-11.5	36	256 qam	36
24	531000000	-11.2	26	256 qam	38

Downstream bonded channels

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

1	Locked	34.4	27007	0
2	Locked	38.6	687	0
3	Locked	38.6	2555	2
4	Locked	38.6	2482	11
5	Locked	38.6	6592	74
6	Locked	37.6	4016	187
7	Locked	38.6	1480	343
8	Locked	37.6	3407	99
9	Locked	37.6	2438	332
10	Locked	37.6	695	298
11	Locked	38.9	3230	13
12	Locked	37.3	7584	219
13	Locked	37.6	6278	175
14	Locked	37.3	3396	41
15	Locked	37.3	6274	0
16	Locked	37.3	8726	0
17	Locked	37.3	5872	0
18	Locked	36.6	2381	0
19	Locked	37.3	5364	0
20	Locked	35	8165	96
21	Locked	36.3	2490	0
22	Locked	35.7	5232	2
23	Locked	36.3	2252	0
24	Locked	26.3	938092718	887680271

Upstream bonded channels

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

1	60300000	47.8	5120	64 qam	1
2	39400000	49.3	5120	64 qam	4
3	46200020	50	5120	64 qam	3
4	53700000	48.8	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
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Using the Super Hub 3

[Andrew-G · Accepted solution]

Your downstream power levels are far too low, that's almost certainly the cause of the poor connection.  I've flagged for staff to advise, as this could be an area problem already being worked on, or it may be unique to your connection and will require a technician visit, in which case they'll book one.

As for the agents who said there was nothing wrong...well, form your own opinion as to why getting in touch with VM is tedious, time consuming and unproductive.  VM is a vast company, anything it does is deliberate and planned.

[Paulina_Z]

Hi @Eza,

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing connection issues.

Thank you to @Andrew-G for raising this issue with us. I was able to locate your account and run some basic checks on the system. From this, I can see that your upstream and downstream power levels are out of spec and are most likely causing your connection issue.

As we're unable to resolve this issue remotely, we would need to book in a technician to look into this further for you. In order to book in an appointment, I will need you to confirm some details over Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @Eza,

Thank you for getting back to me via Private Messages. I have been able to book in a technician to look into your issue for the desired time you asked for. 

You can manage your appointment via your online account if needed.

Please keep us updated on how your appointment goes and if you need any further assistance going forward.

Thank you.

[Eza]

Update: Had Virgin Media Engineer Tony come round at around 11:40, was spot on, knew his stuff, identified that we had extra wires connected to the omnibox (advised we had no other services other than phone+broadband) not sure exactly what he did but afterwards my packet loss tests are returning 0% now, which is excellent news! 

Will update after testing gaming for a few hours. 

[Eza]

Issue is 100% fixed, significantly better performance with 0% packet loss, thanks to everyone who replied and VM for getting in touch! 

[Hayley_S]

Hello @Eza,

Thank you for the update on this 🙂 We love a happy ending!

If you ever need us again you know you can find us here.

Many thanks,