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Since moving to Virgin I've got nothing but Packet Loss (Picture and Video inside). How do I fix this?

addylone123
Tuning in

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:

Me.jpg

1 ACCEPTED SOLUTION

Accepted Solutions

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?

See where this Helpful Answer was posted

13 REPLIES 13

Adduxi
Very Insightful Person
Very Insightful Person

Post the power levels from the Hub and the Network log. 

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Hello, where do I find this information sorry?

 

Adduxi
Very Insightful Person
Very Insightful Person

Go to 192.168.0.1 and click in router status. All the information is there. 

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Thanks.

Network Log

Time Priority Description

12/08/2022 12:32:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2022 09:28:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2022 15:26:23noticeNOTICE 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 16:15:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:15:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:02:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:02:12noticeUnit 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 15:59:26noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2022 12:07:30ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2022 18:45:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2022 00:07:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2022 19:29:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/08/2022 11:24:1noticeNOTICE 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 08:29:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/07/2022 12:07:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2022 23:09:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/07/2022 00:07:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 17:45:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2022 12:07:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

1331000000-238256 qam25
2339000000-2.238256 qam26
3347000000-2.238256 qam27
4355000000-2.538256 qam28
5363000000-2.938256 qam29
6371000000-3.437256 qam30
7379000000-3.537256 qam31
8387000000-3.738256 qam32
9395000000-4.238256 qam33
10403000000-4.537256 qam34
11411000000-4.537256 qam35
12419000000-4.737256 qam36
13427000000-4.737256 qam37
14435000000-4.737256 qam38
15443000000-4.537256 qam39
16451000000-4.737256 qam40
17459000000-5.437256 qam41
18467000000-5.437256 qam42
19475000000-5.538256 qam43
20483000000-5.737256 qam44
21491000000-5.937256 qam45
22499000000-637256 qam46
23507000000-6.537256 qam47
24515000000-6.237256 qam48



Downstream bonded channels

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

1Locked38.62620
2Locked38.62690
3Locked38.62800
4Locked38.63320
5Locked38.93650
6Locked37.64910
7Locked37.65430
8Locked38.65790
9Locked38.610490
10Locked37.612610
11Locked37.610630
12Locked37.69950
13Locked37.611060
14Locked37.39060
15Locked37.66100
16Locked37.67340
17Locked37.611120
18Locked37.611910
19Locked38.611620
20Locked37.613410
21Locked37.615540
22Locked37.316300
23Locked37.613880
24Locked37.614430

Upstream bonded channels

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

14310000143.5512064 qam6
23009997842.8512064 qam8
33660015243512064 qam7
44959986344.3512064 qam5
52360011742.3512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000
5ATDMA000

0

 

 

I'm not sure what I'm doing, so I've pasted it all. 

Adduxi
Very Insightful Person
Very Insightful Person

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

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?

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.