Packet loss

[cdsaZMbEH]

Hello,

Starting to see evening packet loss from 2nd December. This is really noticeable in games. Don't have the constant high latency issue that had last year but impact is just as much.

2nd Dec

3rd Dec

4th Dec (up till 19:38)

Note this is with hub 4, was rebooted on the 2nd after experiencing packet loss. There has been work done on our and surrounding roads, which I'm unsure if was related to the fibre but the timing seems a bit too coincidental to not be.

[cdsaZMbEH]

Including reboot today.

Great being able to check service status https://care.virginmedia.com/care/check-services

[Adduxi · Accepted solution]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as some small area faults are not listed on the VM Status pages.

[cdsaZMbEH]

Thanks, did call up, they've said it's a local fault, have an estimated fix of 13th. Also the VM status page is apparently still unreliable since the major outage Thursday.

[John_GS]

Hi @cdsaZMbEH

Thanks for coming back to us. Sorry about the internet issues. I've checked the system and there is an SNR (signal to noise ratio) issue. Fault reference for your records is this F009497968. The estimated fix date is the 13th at 9am. Do monitor the connection after this time and let us know if any further issues.

Best,

[cdsaZMbEH]

Yes thanks, actually was fixed on the 8th and haven't seen anything noteworthy since.

[Ayisha_B]

Hi @cdsaZMbEH,

Thanks for your post. Sorry to hear you're still having some issues. 

I've taken a look at the account and the outage has been verified as resolved and all your power levels are within the specifications we would expect.

If you feel the issues are more noticeable in games, we'd recommend using a Ethernet cable for a better gaming experience. 

Kind Regards,