Virgin Media Community

[flexipaul]

For over a week now i've been getting chronic packet loss on wired and wifi, not just related to gaming, twitch is also losing connection when watching live streams

I have vivid 350 and although speed is not constant at 350 its always been stable and i've rarely had a problem with gaming and never have I experienced such packet loss, this all started last Friday when i had to restart both the superhub 3 and my nighthawk r8000 after a sudden outage, this has slowly got worse over the last week to the point i'm having constant lag spike in games such as fortnite, i,ve put on debug mode in fortnite to watch the packet loss which has gone as high as 400% on the upstream, I then progressed and started investigating further, firstly by pinging google and amazon, ping is fine by the way very low, rarely above 20ms, but i noticed some timeouts when pinging them, i then progressed to tracing route and found lots of timeouts along the path, i have also pinged both my router and modem and found the router to be solid but when i pinged the modem i got a lot of timeouts again, I have tried connecting to the modem direct and also via wifi, can anyone with technical knowledge from virgin help as when i phoned i was told all departments closed until the 27th.

[tonycv51]

Suggest post your power levels and also setup a BQM and see what shows. If you post the BQM back here remove your IP address

[flexipaul]

Downstream bonded channels

1	171000000	4.1	37	256 qam	5
2	179000000	4	37	256 qam	6
3	187000000	4	37	256 qam	7
4	195000000	3.9	37	256 qam	8
5	203000000	3.5	37	256 qam	9
6	211000000	3.2	37	256 qam	10
7	219000000	3.4	37	256 qam	11
8	227000000	3.4	37	256 qam	12
9	235000000	3.2	37	256 qam	13
10	243000000	3	36	256 qam	14
11	251000000	2.9	37	256 qam	15
12	259000000	2.7	37	256 qam	16
13	267000000	2.7	37	256 qam	17
14	275000000	2.4	36	256 qam	18
15	283000000	2.5	36	256 qam	19
16	291000000	2.5	36	256 qam	20
17	307000000	3.4	37	256 qam	22
18	315000000	3.5	36	256 qam	23
19	323000000	3.2	37	256 qam	24
20	379000000	3.2	37	256 qam	25
21	387000000	3	37	256 qam	26
22	395000000	3	37	256 qam	27
23	403000000	2.7	36	256 qam	28
24	299000000	3.2	36	256 qam	21

[flexipaul]

Upstream bonded channels

1	39400000	42	5120	16 qam	4
2	60300000	42	5120	16 qam	1
3	46200000	42.3	5120	16 qam	3
4	53700000	42.5	5120	16 qam	2

Upstream bonded channels

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	2	0

[flexipaul]

Microsoft Windows [Version 10.0.17134.472]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\paulc_000>tracert google.co.uk

Tracing route to google.co.uk [216.58.210.35]
over a maximum of 30 hops:

1 2 ms 9 ms 2 ms 192.168.1.1
2 * * * Request timed out.
3 * 20 ms 12 ms hari-core-2a-xe-013-0.network.virginmedia.net [80.0.0.41]
4 * * * Request timed out.
5 18 ms 17 ms 13 ms tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]
6 15 ms 16 ms 15 ms 74-14-250-212.static.virginm.net [212.250.14.74]
7 22 ms 24 ms 22 ms 108.170.246.129
8 24 ms 24 ms 22 ms 108.170.232.103
9 22 ms 23 ms 20 ms 108.170.232.105
10 19 ms 30 ms 16 ms lhr25s11-in-f35.1e100.net [216.58.210.35]

Trace complete.

C:\Users\paulc_000>

C:\Users\paulc_000>

[flexipaul]

Microsoft Windows [Version 10.0.17134.472]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\paulc_000>tracert virginmedia.com

Tracing route to virginmedia.com [213.105.9.24]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 14 ms 11 ms 15 ms hari-core-2b-xe-322-0.network.virginmedia.net [62.252.114.117]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 23 ms 23 ms 29 ms know-dclcore-1b-port-channel1.network.virginmedia.net [62.254.85.22]
8 24 ms 21 ms 21 ms www.virginmedia.com [213.105.9.24]

Trace complete.

C:\Users\paulc_000>

[flexipaul]

Microsoft Windows [Version 10.0.17134.472]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\paulc_000>tracert bbc.co.uk

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

1 1 ms 2 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 12 ms 10 ms hari-core-2b-xe-322-0.network.virginmedia.net [62.252.114.117]
4 * * * Request timed out.
5 * * * Request timed out.
6 19 ms 13 ms 14 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
7 * 14 ms 18 ms 213.46.174.118
8 45 ms 25 ms 24 ms fastly-ic-306174-ldn-b3.c.telia.net [62.115.42.194]
9 26 ms 22 ms 25 ms 151.101.0.81

Trace complete.

C:\Users\paulc_000>

[flexipaul]

Microsoft Windows [Version 10.0.17134.472]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\paulc_000>ping google.com -n 30
Ping request could not find host google.com. Please check the name and try again.

C:\Users\paulc_000>ping www.google.co.uk -n 30

Pinging www.google.co.uk [172.217.23.3] with 32 bytes of data:
Reply from 172.217.23.3: bytes=32 time=32ms TTL=52
Reply from 172.217.23.3: bytes=32 time=28ms TTL=52
Reply from 172.217.23.3: bytes=32 time=18ms TTL=52
Reply from 172.217.23.3: bytes=32 time=17ms TTL=52
Request timed out.
Request timed out.
Reply from 172.217.23.3: bytes=32 time=21ms TTL=52
Reply from 172.217.23.3: bytes=32 time=19ms TTL=52
Reply from 172.217.23.3: bytes=32 time=19ms TTL=52
Request timed out.
Reply from 172.217.23.3: bytes=32 time=35ms TTL=52
Reply from 172.217.23.3: bytes=32 time=26ms TTL=52
Reply from 172.217.23.3: bytes=32 time=15ms TTL=52
Request timed out.
Request timed out.
Reply from 172.217.23.3: bytes=32 time=18ms TTL=52
Reply from 172.217.23.3: bytes=32 time=21ms TTL=52
Reply from 172.217.23.3: bytes=32 time=17ms TTL=52
Reply from 172.217.23.3: bytes=32 time=17ms TTL=52
Reply from 172.217.23.3: bytes=32 time=16ms TTL=52
Reply from 172.217.23.3: bytes=32 time=17ms TTL=52
Reply from 172.217.23.3: bytes=32 time=16ms TTL=52
Reply from 172.217.23.3: bytes=32 time=19ms TTL=52
Reply from 172.217.23.3: bytes=32 time=16ms TTL=52
Request timed out.
Reply from 172.217.23.3: bytes=32 time=28ms TTL=52
Reply from 172.217.23.3: bytes=32 time=25ms TTL=52
Reply from 172.217.23.3: bytes=32 time=16ms TTL=52
Reply from 172.217.23.3: bytes=32 time=20ms TTL=52
Request timed out.

Ping statistics for 172.217.23.3:
Packets: Sent = 30, Received = 23, Lost = 7 (23% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 35ms, Average = 20ms

C:\Users\paulc_000>

[tonycv51]

Power levels look OK to me  If you can setup a BQM that might help

[flexipaul]

Massive ping time to the Virgin modem, could the superhub 3 be the problem?

Microsoft Windows [Version 10.0.17134.472]
(c) 2018 Microsoft Corporation. All rights reserved.

C:\Users\paulc_000>ping 192.168.100.1 -n 30

Pinging 192.168.100.1 with 32 bytes of data:
Reply from 192.168.100.1: bytes=32 time=139ms TTL=63
Reply from 192.168.100.1: bytes=32 time=347ms TTL=63
Reply from 192.168.100.1: bytes=32 time=156ms TTL=63
Reply from 192.168.100.1: bytes=32 time=375ms TTL=63
Reply from 192.168.100.1: bytes=32 time=178ms TTL=63
Reply from 192.168.100.1: bytes=32 time=386ms TTL=63
Reply from 192.168.100.1: bytes=32 time=201ms TTL=63
Reply from 192.168.100.1: bytes=32 time=414ms TTL=63
Reply from 192.168.100.1: bytes=32 time=205ms TTL=63
Reply from 192.168.100.1: bytes=32 time=431ms TTL=63
Reply from 192.168.100.1: bytes=32 time=218ms TTL=63
Reply from 192.168.100.1: bytes=32 time=417ms TTL=63
Reply from 192.168.100.1: bytes=32 time=222ms TTL=63
Reply from 192.168.100.1: bytes=32 time=19ms TTL=63
Reply from 192.168.100.1: bytes=32 time=231ms TTL=63
Reply from 192.168.100.1: bytes=32 time=49ms TTL=63
Reply from 192.168.100.1: bytes=32 time=149ms TTL=63
Reply from 192.168.100.1: bytes=32 time=347ms TTL=63
Reply from 192.168.100.1: bytes=32 time=155ms TTL=63
Reply from 192.168.100.1: bytes=32 time=413ms TTL=63
Reply from 192.168.100.1: bytes=32 time=178ms TTL=63
Reply from 192.168.100.1: bytes=32 time=375ms TTL=63
Reply from 192.168.100.1: bytes=32 time=181ms TTL=63
Reply from 192.168.100.1: bytes=32 time=391ms TTL=63
Reply from 192.168.100.1: bytes=32 time=184ms TTL=63
Reply from 192.168.100.1: bytes=32 time=400ms TTL=63
Reply from 192.168.100.1: bytes=32 time=209ms TTL=63
Reply from 192.168.100.1: bytes=32 time=408ms TTL=63
Reply from 192.168.100.1: bytes=32 time=4ms TTL=63
Reply from 192.168.100.1: bytes=32 time=428ms TTL=63

Ping statistics for 192.168.100.1:
Packets: Sent = 30, Received = 30, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 431ms, Average = 260ms

C:\Users\paulc_000>

sive ping time to the Virgin modem