XGSPON - Intermittent dropped packet loss

[suttonscloud]

Hi All, 

I seem to have noticed recently on my XGSPON connection (2gbps/2gbps) i seem to be getting intermittent packet loss. This becomes an issue when gaming online, and also streaming doing anything that requires a constant connection to the internet.

I have internal monitors on my network switches and router all of which report no drops internally, but the monitor to 8.8.8.8 will drop which is external.

Previously to this, there has been 2x times i can recall where the service has completely fell over and the internet has been unavailable for around 2-3 hours.

Has anyone ever had similar experiences, if so, what was done to resolve it? - I will raise it with VirginMedia but was just wondering what to expect as FTTP (XGSPON) doesn't really seem to have a lot of troubleshooting capability other than blowing new fibre etc.

You can see the packet loss at the top of the graph represented by the red. - This is an external monitor too.

Cheers

[Carley_S]

Hi @suttonscloud 

Welcome back to the community forums 

Sorry to hear of your concerns with some packet loss on your services. 

We've not been able to locate you on the systems on our side. 

Do you find that this happens when you're playing certain games or that there is a pattern at all to the loss, such as the time of day?

Are you able to provide the live link to your BQM so we can check that?

Is anything showing at all on the service status page at all regarding any area issues?

[legacy1]

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@Carley_S wrote:

We've not been able to locate you on the systems on our side. 

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We are off to a good start🙄

[suttonscloud]

Hi Carley, 

as requested, here is my BQM live monitor for my XGSPON connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/6519077e551fe4b6e5f96ae1fa1ad878c2...

nobody has been at home today and you can see the packetloss over the day. Latency stays pretty low but the packet loss continues. 

You’ll find the account isn’t in my name, as there was issues setting it up, but you have notes on file that say I’m authorised to make changes to the account. 

there has been times where we have had outages that last a few hours, not recently but it has happened before. (5X blinks blue). 

let me know if you need anything else. 

[Ilyas_Y]

Thanks for the reply @suttonscloud 👋🏽

Are you able to perform a pinhole reset on your Virgin Media router please?
Does this issue also occur when connected via an ethernet cable?

Let us know.

Kind regards,
Ilyas.

[legacy1]

Behold! The famous pinhole reset!

[suttonscloud]

As much as I want to be as helpful and compliant as possible, it’s been an issue for a while which has involved multiple factory resets. And yes; other than copper cat6a from the router my whole internal network is fibre, so it’s definitely not an internal issue especially when my ping remains stable internally but drops externally. 

[suttonscloud]

Never really understood factory resets. Especially when I’ve proven the issue is external 

[Sabrina_B]

Hi @suttonscloud 👋.

Thanks for the update, could you please join us in a private message so that we can look into this further. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[Sauce245]

That's the latency with the FTTP? It's still not as good as the main competitor (at least with my soon to go FTTP connection from you know who, the BQM sticks to basically 0), that is surprising.