Apologies in advance, I've never had trouble with my connection before so I'm new to this forum.
So I've heard VM for roughly 6-7 years now, and during those years It's been great, with the occasional area outage every month or so, which I was fine with, it happens, but starting around 1-2 weeks ago I've started to get a lot of latency problems and packet loss, which is mainly affecting me playing any online games or watch livestreams on Twitch, and since it all happened so suddenly out of the blue, It's extremely frustrating for me, for example I'll drop connection on LoL or the livestream I'm watching will buffer intermittently but constant, worst part is whenever I phone the technical line, none of the operators (mainly offshore) have no idea what I'm talking about, and have no idea what latency or packet loss even is, and either just hang up on me or transfer me through to another department to get me off their call. I don't have much data as I only set up the monitor yesterday, I did watch a livestream and then proceed to try and game after 2pm today, and you can see constant packet loss, but obviously I'm not sure if It's serious or not. The packet loss bars seem to be pretty small but the latency is terrible, spiking from around 30-32ms up to around 700, which was the worse I saw, along with dropouts. Anybody got any idea on this?
Checking your stats and downstream 10 channels out of spec, and 1 upstream is on the MAX.
While you wait for a VM staff member to pick this up, can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Thanks for the important info, as I'm not a technical guy, could someone explain what that means, specifically what happens if a router is going over the power levels? And what problem this "bug" is causing for me, apologies in advance.
I do live right next to the cabinet as well, could explain why the power levels are high, but I'm not too sure.
I double checked all the cables and terminators and they were tight, I didn't want to mess with them too much either incase I slipped up, however I do have a coax cable that's split and that isn't connected to anything, which was used for Virgin TV in the past, which should have been terminated years ago as well.
Also how does one get a VM staff member to look at this, I suppose I just have to wait? Thanks.
Yes, just a matter of waiting for the forum staff to get round to it, and they will probably schedule a visit from a field technican. Good news is it is resolvable.
For completeness, I think DJ_Shadow1966 is correct that there's problems, but on the downstream it isn't power levels but signal to noise ratio that's the issue - anything less than 36 dB SNR can cause problems, and you've got several channels below that. On the upstream he's correct that one channel is on the maximum permitted power of 51 dBmV, and that is often a cause of trouble (the Hub 3 mis-reports the upstream power levels by that factor of ten). Because of the way that cable works (essentially a private radio broadcast using co-axial cable between the local cabinet and all the houses connected), problems with the upstream configuration can also cause downstream problems, and vice versa.
In terms of what this means to you, it usually means that some proportion of the data packets arriving at the hub is corrupted, and the hub has to rely on error correction software which works up to a point but may introduce latency issues, and for the packets that can't be repaired by the error correction, the device you're using recognises that some packets of data are missing or corrupt, and re-requests them. Either way, this causes latency and speed problems. Because gaming, Skype-type calls and video conferencing are latency sensitive and unbuffered, that's usually where the symptoms show first. If the problem is bad or getting worse, streaming will be next to suffer (buffering helps, but isn't a universal fix if the problem is severe). General internet browsing may seem OK, because it usually isn't either latency or time sensitive, although a speed test would be expected to show lower speeds than you'd expect.
I appreciate you going into detail and dumbing it down for me Andruser, that was very helpful.
You're right in what you're saying, currently browsing the internet and watching videos from Youtube for example seem to have no problems at all, just the gaming and the livestreams, and I haven't bothered to do a speed test but I can imagine you being correct there as well.
I guess I'll just play the waiting game for a staff member, hopefully as soon as possible.