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Eza
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Packet loss

Eza_2-1638139962836.png

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

1523000000-12.534256 qam37
2251000000-438256 qam15
3259000000-4.538256 qam16
4267000000-4.238256 qam17
5275000000-5.738256 qam18
6283000000-5.237256 qam19
7291000000-4.438256 qam20
8299000000-5.237256 qam21
9307000000-6.737256 qam22
10315000000-5.737256 qam23
11323000000-6.538256 qam24
12331000000-7.437256 qam25
13339000000-6.737256 qam26
14347000000-7.537256 qam27
15355000000-937256 qam28
16363000000-8.437256 qam29
17371000000-8.937256 qam30
18379000000-9.736256 qam31
19387000000-937256 qam32
20395000000-10.235256 qam33
21403000000-11.436256 qam34
22411000000-10.735256 qam35
23419000000-11.536256 qam36
24531000000-11.226256 qam38



Downstream bonded channels

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

1Locked34.4270070
2Locked38.66870
3Locked38.625552
4Locked38.6248211
5Locked38.6659274
6Locked37.64016187
7Locked38.61480343
8Locked37.6340799
9Locked37.62438332
10Locked37.6695298
11Locked38.9323013
12Locked37.37584219
13Locked37.66278175
14Locked37.3339641
15Locked37.362740
16Locked37.387260
17Locked37.358720
18Locked36.623810
19Locked37.353640
20Locked35816596
21Locked36.324900
22Locked35.752322
23Locked36.322520
24Locked26.3938092718887680271

 

Upstream bonded channels

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

16030000047.8512064 qam1
23940000049.3512064 qam4
34620002050512064 qam3
45370000048.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Using the Super Hub 3



My Broadband Ping - My Virgin Media Broadband
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Andrew-G
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Re: Packet loss

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.

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Paulina_Z
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Re: Packet loss

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
Forum Team



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Paulina_Z
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Re: Packet loss

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.

Paulina_Z
Forum Team



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Eza
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Re: Packet loss

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. 



My Broadband Ping - My Virgin Media Broadband
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Eza
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Re: Packet loss

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



My Broadband Ping - My Virgin Media Broadband
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Hayley_S
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Re: Packet loss

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,

Hayley
Forum Team



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