Constant 5-10% packet loss

[fatalist88]

Hi all,

New to Virgin Media after some time away.

Looking at my ThinkBroadband graph I am getting a constant 5-10% packet loss.

Is this normal?

Downstream bonded channels

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

1	635000000	17.5	40	256 qam	29
2	539000000	18.8	40	256 qam	17
3	547000000	17.8	40	256 qam	18
4	555000000	17.8	40	256 qam	19
5	563000000	17.6	40	256 qam	20
6	571000000	17.1	40	256 qam	21
7	579000000	17.5	40	256 qam	22
8	587000000	17.1	40	256 qam	23
9	595000000	16.8	40	256 qam	24
10	603000000	17.4	40	256 qam	25
11	611000000	18	40	256 qam	26
12	619000000	18	40	256 qam	27
13	627000000	18	40	256 qam	28
14	643000000	18	40	256 qam	30
15	651000000	17.1	40	256 qam	31
16	659000000	17.5	40	256 qam	32
17	667000000	18.5	40	256 qam	33
18	675000000	18.4	40	256 qam	34
19	683000000	18.4	40	256 qam	35
20	691000000	18.1	40	256 qam	36
21	699000000	18	40	256 qam	37
22	707000000	18	40	256 qam	38
23	715000000	17.4	40	256 qam	39
24	723000000	17.5	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	176	0
2	Locked	40.9	36	0
3	Locked	40.3	120	0
4	Locked	40.9	86	0
5	Locked	40.3	90	0
6	Locked	40.9	193	0
7	Locked	40.9	91	0
8	Locked	40.3	131	0
9	Locked	40.3	161	0
10	Locked	40.3	125	0
11	Locked	40.3	104	0
12	Locked	40.3	91	0
13	Locked	40.3	164	0
14	Locked	40.9	114	0
15	Locked	40.3	267	0
16	Locked	40.3	213	0
17	Locked	40.3	81	0
18	Locked	40.3	103	0
19	Locked	40.3	104	0
20	Locked	40.3	163	0
21	Locked	40.9	102	0
22	Locked	40.9	140	65
23	Locked	40.3	202	15
24	Locked	40.3	108	0

 

[legacy1]

Go and run a custom test with
https://devicetests.com/packet-loss-test
Network Packet Size = 150
Sending Frequency = 300
Test Length = 60
Maximum Delay Between Packets =1

And see if its packet loss down or up

[Tudor]

Power level are way way too high, should be no greater than 10.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[fatalist88]

Hey thanks for your response, packet loss seemed to be okay over the weekend and this morning it's started again.

Power levels remain the same - hoping someone from the VM team gets in touch!

[Matthew_ML]

Hey fatalist88, thank you for reaching out and I am sorry to hear you are having some connection issues.

I have taken a look at our side and I can see there is a short term connectivity Issue which is expected to last for 24 hours.

Please can you keep an eye on this and reach back out within 24 hours if there is no improvement. Thanks 

[fatalist88]

Hi Matthew,

Is this the same issue that was happening last week? 

What are your thoughts on the power figures?

[Matthew_ML]

Hey fatalist88, thank you for reaching back out.

This is a different issue, however if you are still being affected by it we need to take a look this.

The power levels would have also been affected by this short term issue.

I will send you a PM now, please look out for the purple envelope. Thanks 

[fatalist88]

Hello, 

Firstly thank you for booking the engineer - he arrived, he put on a filter on to the line to lower the power levels and left. 

Alas, I am still left with constant packet drop all day - it is clear it is due to overutilisatation of the wider network in my area.

I don't feel that the service from VM is good enough and I'd like to go about cancelling my service as it is not fit for purpose - could you please let me know how to go about this if no other steps that can be made?

[fatalist88]

As per your DM

---

@Matthew_ML wrote:

Hello fatalist88, thank you for letting me know and I am sorry there are still some issues.

Did the tech advise it may take some time for this filter to settle in?

I am sorry you are looking to leave, If you wish to give your 30 days’ notice you can do it  by just sending a text with a description of the cancellation to 07533 051809 this will go into a queue, or you can send a letter to Virgin Media, Sunderland, SR43 4AA.

You can also ring the contact centre on 0345 454 1111 they are open between 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday. Thanks 

---

Do you have any other suggestions then it 'settling in'? I am a new customer and the service isn't fit for purpose. Thank you for agreeing that there are indeed still issues with the line.

[Nathan_B]

Thanks for your reply @fatalist88, I'm sorry to see that you have still been experiencing issues with this.

I can see that you have spoken to the team since posting this, were they able to assist you further with this?

If you need any help, please let us know. We will be happy to assist.

Regards

Nathan