on 11-08-2022 21:36
To help you understand what's going on. Basically this is a game called Apex Legends. It's my main game and the only game I really play so it's quite important I get this fixed as it's affecting me in game. I get packet loss, issues getting shot around corners, instantly dying etc.
On the main page, as you're seeing there's a list of servers the game is pinging to, to workout your ping and packet loss to the game. When I was with Sky Broadband (on 30 download might I add) this page will ALWAYS say 0% packet loss on all the servers. Now ever since I moved to Virgin Broadband (fibre optic 200 download), this single page always does its ping test and then says 2% packet loss, 3% packet loss or even 4% packet loss!
Also on the video that whole 'flickering' between the number 0 and number 2 rapidly before it sets on the final figure of number 2 NEVER happened with Sky, it's like even when its pinging the servers it causes packet loss.
Almost everything in my house is hardwired. My PS5 is wired directly into my router. To be honest the only thing that's wireless is our mobile phones. I've factory reset my router and the only thing I connected to it was the ps5 and still got this issue. I even used my old PS4 to see if it was a console issue, but still had the same problem.
I regret moving away from Sky now. It was funny, for one week I had Sky in my house and Virgin at the same time, I had this issue and then plugged Sky back in and the game said 0% packet loss, went back to Virgin 2 minutes later and 2% packet loss.
I need this fixed ASAP
https://www.youtube.com/shorts/FgVbpXKEQ6c
I've also done a ThinkBroadband Monitor:
Answered! Go to Answer
on 16-08-2022 08:38
Hey addylone123, thank you for reaching out and I am sorry to hear you are having some connection issues.
Thank you for sending this screenshot over, we need to look into this in some further details, I am going to send you a PM.
Please can you look out for the purple envelope. Thanks
Matt - Forum Team
New around here?
on 12-08-2022 09:49
Post the power levels from the Hub and the Network log.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 12-08-2022 12:54
Hello, where do I find this information sorry?
on 12-08-2022 13:08
Go to 192.168.0.1 and click in router status. All the information is there.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 12-08-2022 13:44
Thanks.
Time Priority Description
12/08/2022 12:32:4 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
12/08/2022 09:28:6 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
11/08/2022 15:26:23 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2022 16:15:55 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2022 16:15:34 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2022 16:02:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2022 16:02:12 | notice | Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
10/08/2022 15:59:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
07/08/2022 12:07:30 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
05/08/2022 18:45:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
04/08/2022 00:07:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
03/08/2022 19:29:30 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2022 11:24:1 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/08/2022 08:29:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/07/2022 12:07:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/07/2022 23:09:27 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/07/2022 00:07:28 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 17:45:12 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/07/2022 12:07:27 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 12-08-2022 13:46
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | -2 | 38 | 256 qam | 25 |
2 | 339000000 | -2.2 | 38 | 256 qam | 26 |
3 | 347000000 | -2.2 | 38 | 256 qam | 27 |
4 | 355000000 | -2.5 | 38 | 256 qam | 28 |
5 | 363000000 | -2.9 | 38 | 256 qam | 29 |
6 | 371000000 | -3.4 | 37 | 256 qam | 30 |
7 | 379000000 | -3.5 | 37 | 256 qam | 31 |
8 | 387000000 | -3.7 | 38 | 256 qam | 32 |
9 | 395000000 | -4.2 | 38 | 256 qam | 33 |
10 | 403000000 | -4.5 | 37 | 256 qam | 34 |
11 | 411000000 | -4.5 | 37 | 256 qam | 35 |
12 | 419000000 | -4.7 | 37 | 256 qam | 36 |
13 | 427000000 | -4.7 | 37 | 256 qam | 37 |
14 | 435000000 | -4.7 | 37 | 256 qam | 38 |
15 | 443000000 | -4.5 | 37 | 256 qam | 39 |
16 | 451000000 | -4.7 | 37 | 256 qam | 40 |
17 | 459000000 | -5.4 | 37 | 256 qam | 41 |
18 | 467000000 | -5.4 | 37 | 256 qam | 42 |
19 | 475000000 | -5.5 | 38 | 256 qam | 43 |
20 | 483000000 | -5.7 | 37 | 256 qam | 44 |
21 | 491000000 | -5.9 | 37 | 256 qam | 45 |
22 | 499000000 | -6 | 37 | 256 qam | 46 |
23 | 507000000 | -6.5 | 37 | 256 qam | 47 |
24 | 515000000 | -6.2 | 37 | 256 qam | 48 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 262 | 0 |
2 | Locked | 38.6 | 269 | 0 |
3 | Locked | 38.6 | 280 | 0 |
4 | Locked | 38.6 | 332 | 0 |
5 | Locked | 38.9 | 365 | 0 |
6 | Locked | 37.6 | 491 | 0 |
7 | Locked | 37.6 | 543 | 0 |
8 | Locked | 38.6 | 579 | 0 |
9 | Locked | 38.6 | 1049 | 0 |
10 | Locked | 37.6 | 1261 | 0 |
11 | Locked | 37.6 | 1063 | 0 |
12 | Locked | 37.6 | 995 | 0 |
13 | Locked | 37.6 | 1106 | 0 |
14 | Locked | 37.3 | 906 | 0 |
15 | Locked | 37.6 | 610 | 0 |
16 | Locked | 37.6 | 734 | 0 |
17 | Locked | 37.6 | 1112 | 0 |
18 | Locked | 37.6 | 1191 | 0 |
19 | Locked | 38.6 | 1162 | 0 |
20 | Locked | 37.6 | 1341 | 0 |
21 | Locked | 37.6 | 1554 | 0 |
22 | Locked | 37.3 | 1630 | 0 |
23 | Locked | 37.6 | 1388 | 0 |
24 | Locked | 37.6 | 1443 | 0 |
on 12-08-2022 13:47
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 43100001 | 43.5 | 5120 | 64 qam | 6 |
2 | 30099978 | 42.8 | 5120 | 64 qam | 8 |
3 | 36600152 | 43 | 5120 | 64 qam | 7 |
4 | 49599863 | 44.3 | 5120 | 64 qam | 5 |
5 | 23600117 | 42.3 | 5120 | 64 qam | 11 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
I'm not sure what I'm doing, so I've pasted it all.
on 12-08-2022 15:18
Downstream power levels are too low. Range is -6 to +10. You will need a technician to sort this out.
If you wait here a day or two a VM Mod will arrange this.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 16-08-2022 08:38
Hey addylone123, thank you for reaching out and I am sorry to hear you are having some connection issues.
Thank you for sending this screenshot over, we need to look into this in some further details, I am going to send you a PM.
Please can you look out for the purple envelope. Thanks
Matt - Forum Team
New around here?
on 30-08-2022 17:45
Hi all, just letting everyone know the issue was fixed!
The engineer swapped the Superhub 3 to a 4 and now in a whole week off playing I haven't had the packet loss icon on my home screen at all. And my game feels better also.