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Connection problems due to High Latency and Packet Loss

Hi,

I've been with Virgin for quite a while now and not had any problems with my connection but for the last two weeks my service seems to be getting worse and worse - I was hoping someone here might be able to help out as the Virgin call centres seems to be closed.

For the past two weeks I have been working from home in the Watford area and am having a lot of issues with my internet disconnecting me from online calls and my work virtual desktop. The rest of the household are also experiencing issues streaming videos and my son tells me that playing video games online has gone from a great experience to impossible due to consistent lag and high ping. I rang the virgin call centre who recommended restarting the router and sent me the latest superhub (I was on an older version).

Since then I've seen no improvement; I've tried using both a wired and wireless connection but both seem to be very poor. When testing by pinging bbc through command line I noticed that the latency is jumping up to very high (>100ms) every 10 seconds or so, with it sometimes exceeding 1s per packet. I'm also getting between 4% and 10% packet loss on any given test. I set up a BQM last night to monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4032c763a3c9ac1036f297b754454c76723000fc

Does anyone have any idea why this spiking seems to be happening/ could I get an engineer to come and have a look?

Many thanks,

John

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Re: High Latency and Ping Loss

Hub information below in case it's helpful:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
60300147
Locked
Provisioning State
Online

 

Downstream bonded channels

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

11387500004.640256 qam1
21467500004.140256 qam2
31547500003.740256 qam3
41627500003.540256 qam4
51707500003.740256 qam5
61787500003.440256 qam6
71867500003.240256 qam7
81947500002.740256 qam8
92027500002.540256 qam9
102107500002.240256 qam10
11218750000240256 qam11
122267500001.740256 qam12
132347500001.440256 qam13
14242750000140256 qam14
152507500000.740256 qam15
162587500000.540256 qam16
172667500000.540256 qam17
182747500000.240256 qam18
19282750000040256 qam19
20290750000040256 qam20
21298750000040256 qam21
22306750000-0.240256 qam22
23314750000-0.540256 qam23
24322750000-0.540256 qam24



Downstream bonded channels

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

1Locked40.9410
2Locked40.9430
3Locked40.9840
4Locked40.3700
5Locked40.3990
6Locked40.9850
7Locked40.9750
8Locked40.9730
9Locked40.31020
10Locked40.31580
11Locked40.91290
12Locked40.92040
13Locked40.33180
14Locked40.33820
15Locked40.94020
16Locked40.33450
17Locked40.95280
18Locked40.96400
19Locked40.97100
20Locked40.97380
21Locked40.37250
22Locked40.97980
23Locked40.910680
24Locked40.911000

 

Upstream bonded channels

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

1603001474.4512064 qam1
2537001564.475512064 qam2
3394000824.475512064 qam4
4462002054.475512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Connection problems due to High Latency and Packet Loss

Is anyone able to help me out with this?

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Re: Connection problems due to High Latency and Packet Loss

Hi your levels at the hub seem to be all in spec . Could possibilby due to noise on the line check all connections around the house are tight . Also in box outside your property. You can also try a hard reset on the hub at the back where the Ethernet ports are there is a pinhole reset . As this is replacement hub it may not of performed a firmware update when it arrived the reset should allow this to happen. It takes around 5-10 mins to come back on line. 


Here to help! I'm a technician helping out whilst working from home. Find out more


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Message 5 of 15
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Re: Connection problems due to High Latency and Packet Loss

Could also be caused by a massive deficiency in capacity during the Covid 19 crisis. This is just one of a few graphs I have that shows the problem going away at 11PM and returning in the early morning. 

I am a night owl BTW and I can reassure you that my broadband is silky smooth when everyone is asleep.

Tired of the lack of ownership/information on this obvious issue (loads of people posting about it)

Symptoms:

  • Generally healthy cable connection with power levels in spec
  • Broadband becomes sketchy in the daytime hours

yikes.png

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Message 6 of 15
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Re: Connection problems due to High Latency and Packet Loss

Thanks Alan, I actually tried a pinhole reset on the router on the first day as I suspected the firmware to be an issue when I saw no improvement. I've checked all the cables I can find inside and out and everything seems to be secure! 

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Re: Connection problems due to High Latency and Packet Loss

Cheers Paul, I've been seeing a lot of others with terrible BQMs on the forum since I posted and all of them seemed to be linked by utilisation faults on the network. 

If only I could work at night but I don't think my colleagues would be too impressed with 2am meetings when the network is stable!

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Message 8 of 15
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Re: Connection problems due to High Latency and Packet Loss

True, but maybe a statment from VM acknowledging the issue with a plan of action would help.

Not asking anyone to have a 2AM meeting but if this is capacity based, maybe you need to reconfigure your "head end" area to handle this unprecedented demand or at least communicate clearly on this.

I know that VM has lots of "Dark Fiber" capacity in the network itself but I'm guessing it has something to do with what equipment you place on either end of the Fiber.

You are pushing a lot of TV traffic through the IP network now when this was not the case in the past.

Not suggesting this needs to be an effort by individuals here, however as a company VM should be communicating effectively with customers, all call centres are down and frustration is very high.

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Message 9 of 15
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Re: Connection problems due to High Latency and Packet Loss

One thing I forgot to mention is that the call centre mentioned a fault 2 weeks ago but couldn't tell me what the fault was or when it could be fixed.

Is there anyone from Virgin on here that could chime in?

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Re: Connection problems due to High Latency and Packet Loss

This looks like a nationwide issue. I am seeing reports from many areas all saying the same thing. Here in Cambridge we lose the internet 2 or 3 times a day as the hub reboots itself. TV is severely pixelated as well.

Suggestion is that VM cannot maintain high broadband speeds to all that are using it to work at home. Instead of acknowledging that and dealing with it they are hiding behind std responses about resetting your hub or moving your hub. They are obviously worried about comp'n claims if they admit problems.

Sky are going to get many new customers.