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landi_uk
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Ridiculous packet loss - Luton - A few days now

The service is ridiculous at the moment. Makes gaming or working from home near enough impossible.

I checked service status - No problem

Run through the tests on Help page - No problem

Virgin please explain the below if there's "No problem"

Broadband quality.png

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landi_uk
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Re: Ridiculous packet loss - Luton - A few days now

Hub status captures 10 minutes after reboot - Hub is in modem mode

Downstream bonded channels

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

1363000000-2.940256 qam29
2251000000-1.540256 qam15
3259000000-1.240256 qam16
4267000000-1.240256 qam17
5275000000-1.240256 qam18
6283000000-1.540256 qam19
7291000000-1.740256 qam20
8299000000-1.540256 qam21
9307000000-240256 qam22
10315000000-1.740256 qam23
11323000000-1.940256 qam24
12331000000-1.740256 qam25
13339000000-238256 qam26
14347000000-2.940256 qam27
15355000000-340256 qam28
16371000000-340256 qam30
17379000000-340256 qam31
18387000000-340256 qam32
19395000000-340256 qam33
20403000000-340256 qam34
21411000000-340256 qam35
22419000000-3.240256 qam36
23427000000-3.240256 qam37
24435000000-3.440256 qam38



Downstream bonded channels

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

1Locked40.9942
2Locked40.31143
3Locked40.91239
4Locked40.31043
5Locked40.9937
6Locked40.91141
7Locked40.9846
8Locked40.91138
9Locked40.32235
10Locked40.32546
11Locked40.31636
12Locked40.31038
13Locked40.91040
14Locked40.31143
15Locked40.31330
16Locked40.91530
17Locked40.91030
18Locked40.9331
19Locked40.9931
20Locked40.3132
21Locked40.9330
22Locked40.3229
23Locked40.9330
24Locked40.91628

 

Upstream bonded channels

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

13940000936512064 qam4
24620001240512064 qam3
35370000443512064 qam2
46030002641.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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landi_uk
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Re: Ridiculous packet loss - Luton - A few days now

Network Log

Time Priority Description

23/06/2021 19:33:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 19:33:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:43:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:43:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:43:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:43:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 18:43:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:58:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:58:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:58:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2021 17:57:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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bucklez
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Re: Ridiculous packet loss - Luton - A few days now

Your upstream power levels are a bit low, network log looks bad, one of the staff should pick this up and assist with engineer.

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landi_uk
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Message 5 of 15
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Re: Ridiculous packet loss - Luton - A few days now

Normal service is resumed today, could a staff member take a look please?

Broadband quality 25-06.png

 

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landi_uk
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Re: Ridiculous packet loss - Luton - A few days now

Guess an edit of the picture doesn't get cleared, so trying again.

Broadband quality 25-06.png

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Paulina_Z
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Re: Ridiculous packet loss - Luton - A few days now

Hi @landi_uk,

 

Welcome to our Community Forum! Thank you for your post, and I'm sorry to understand that you're experiencing some ongoing connection issues!

 

I was able to locate your account and run some further tests. I can see that you're experiencing some power level issues with both your upstream and downstream connection.

 

In order to have this looked into, I will need to confirm a few details with you 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.

 

Thanks! 🙂

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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landi_uk
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Re: Ridiculous packet loss - Luton - A few days now

Thank you @Paulina_Z I have replied to PM

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Paulina_Z
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Re: Ridiculous packet loss - Luton - A few days now

Hi @landi_uk,

 

Thank you for getting in touch with me over Private Message and confirming your details.

 

I was able to book a technician appointment for the first available slot and confirmed the date and time with you over Private Message.

 

You can always manage your appointment via your online account

 

Please keep us updated on how your appointment is getting on, and let us know if your issue has been resolved.

 

Thanks! 🙂

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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landi_uk
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Message 10 of 15
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Re: Ridiculous packet loss - Luton - A few days now

Hi Paulina

Sent you a PM, the engineer came today but because the internet had high latency the Ring doorbell didn't ring in the house and he didn't knock on the door, I didn't know he was there.

 

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