Virgin Media Community

[Jh199048]

hello .. So my virgin internet has been fine for the last few months no issues but from Thursday night until now there is constant packet loss ? my bqm graph is horrible but I'm not sure why ? everything was fine until this week ? I'm using a wired connection also can somebody please take a look for me, I've got some seriously upset kids who are trying to game and its totally impossible to do so.

[Jh199048]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/52c4717805b19f1d7de5670773f9fa8bac... 

[Jh199048]

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -1 38 256 qam 25
2 203000000 -0.5 38 256 qam 9
3 211000000 -0.5 38 256 qam 10
4 219000000 -0.5 38 256 qam 11
5 227000000 -1 38 256 qam 12
6 235000000 -1.5 38 256 qam 13
7 243000000 -0.5 38 256 qam 14
8 251000000 -0.2 38 256 qam 15
9 259000000 -0.2 38 256 qam 16
10 267000000 -0.7 38 256 qam 17
11 275000000 -0.9 38 256 qam 18
12 283000000 -0.5 38 256 qam 19
13 291000000 -0.2 38 256 qam 20
14 299000000 -0.5 38 256 qam 21
15 307000000 -0.7 38 256 qam 22
16 315000000 -0.9 38 256 qam 23
17 323000000 -0.5 38 256 qam 24
18 339000000 -1.2 38 256 qam 26
19 347000000 -2.2 38 256 qam 27
20 355000000 -2 38 256 qam 28
21 363000000 -2 40 256 qam 29
22 371000000 -1.9 40 256 qam 30
23 379000000 -1.9 38 256 qam 31
24 387000000 -1.9 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 18 0
2 Locked 38.9 10 0
3 Locked 38.6 13 0
4 Locked 38.6 15 0
5 Locked 38.9 23 6
6 Locked 38.9 10 0
7 Locked 38.9 18 0
8 Locked 38.6 11 0
9 Locked 38.6 14 0
10 Locked 38.9 13 0
11 Locked 38.6 18 0
12 Locked 38.9 7 0
13 Locked 38.9 0 0
14 Locked 38.9 22 0
15 Locked 38.6 22 0
16 Locked 38.9 14 0
17 Locked 38.9 28 0
18 Locked 38.9 11 0
19 Locked 38.9 2 0
20 Locked 38.9 8 0
21 Locked 40.3 18 0
22 Locked 40.9 10 0
23 Locked 38.9 13 0
24 Locked 40.3 9 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 42.3 5120 64 qam 3
2 25800021 42.3 5120 64 qam 6
3 32600000 41 5120 64 qam 5
4 39400000 41.8 5120 64 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 6 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87ds

Primary Downstream Service Flow
SFID 7258
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 7251
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Time Priority Description
02/05/2021 10:59:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 10:59:48 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 10:47:54 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 07:49:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 07:49:4 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 07:23:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 07:23:27 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 04:02:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 02:51:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 02:21:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 02:16:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 00:29:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:43:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 19:42:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Jh199048]

This is what happend yesterday its fine between about 12-4 then it goes totally crazy packet loss all over ..

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 42.3 5120    32 qam 3
2 25800021 42.3 5120    64 qam 6
3 32600000 42.3 5120   16 qam 5
4 39400000 41.8 5120    32 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 2 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 14 0

[risc19]

Your power levels looks fine, its probably a noise problem

[Jh199048]

How is that caused ? its fine between about 1-4 no drops or packet loss then it starts.

my upstream keeps changing also every few minutes

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 43 5120 16 qam 3
2 25799986 41.8 5120 64 qam 6
3 32600000 40.5 5120 32 qam 5
4 39400000 43 5120 16 qam 4

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

[Jh199048]

my area code is 02 can anybody from virgin check if there is issues ? 

[Jh199048]

It seems the problem is the same pattern everyday , no packet loss between the hours of 12pm-6pm everyday ? But the other 18 hours are packet loss of around 20%.

it seems strange how it’s the same hours every day though ? 

[Laurie_C]

Hi Jh199048,

Thanks for getting in touch, I'm sorry that you're having some problems with your broadband service.

I'd like to take a closer look at this for you.I'm just going to send you a Private Message so that I can confirm some details. Please look out for a purple envelope in the top right corner of your screen.

Thanks,

Laurie

[Laurie_C]

Hi Jh199048,

Thanks for confirming those details with me via Private Message.

I've been able to take a look at your account, and I can see that there has been a known issue in your area. The fault reference is F008987153, and the estimated resolution date is the 5th of May 2021 at 9am. I'm sorry for any inconvenience that this has caused.

Kind regards,

Laurie