Constant packetloss

[djwilliams100]

Please can someone help with constant packetloss being experienced for the last 3 days? Makes playing FPS games a little difficult. 

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

1	258750000	10.1	38	256 qam	16
2	250750000	10	38	256 qam	15
3	266750000	10.1	38	256 qam	17
4	274750000	9.5	38	256 qam	18
5	282750000	10.4	38	256 qam	19
6	290750000	11.3	38	256 qam	20
7	298750000	12.1	38	256 qam	21
8	306750000	12.5	38	256 qam	22
9	314750000	13.3	40	256 qam	23
10	322750000	13	40	256 qam	24
11	330750000	13.4	40	256 qam	25
12	338750000	12.9	38	256 qam	26
13	346750000	13	40	256 qam	27
14	354750000	12.5	40	256 qam	28
15	362750000	12.8	40	256 qam	29
16	370750000	12.3	38	256 qam	30
17	378750000	12.1	38	256 qam	31
18	386750000	11	38	256 qam	32
19	394750000	10.6	40	256 qam	33
20	402750000	10.8	38	256 qam	34
21	410750000	11.4	38	256 qam	35
22	418750000	11.6	40	256 qam	36
23	522750000	11.6	40	256 qam	37
24	530750000	12	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	37	0
2	Locked	38.9	34	0
3	Locked	38.6	37	0
4	Locked	38.9	33	0
5	Locked	38.9	38	0
6	Locked	38.9	44	0
7	Locked	38.9	47	2
8	Locked	38.9	34	0
9	Locked	40.9	39	0
10	Locked	40.3	64	0
11	Locked	40.3	61	5
12	Locked	38.9	55	0
13	Locked	40.3	53	0
14	Locked	40.3	60	0
15	Locked	40.3	76	0
16	Locked	38.9	44	0
17	Locked	38.6	60	0
18	Locked	38.9	60	0
19	Locked	40.3	75	0
20	Locked	38.9	76	0
21	Locked	38.9	75	0
22	Locked	40.3	56	0
23	Locked	40.3	101	0
24	Locked	40.3	85	0

Upstream bonded channels

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

1	39400029	38	5120	64 qam	4
2	46200050	38.3	5120	64 qam	3
3	32599921	37.8	5120	64 qam	5
4	25799893	37.8	5120	16 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	17	0
4	ATDMA	0	0	22	0

[Adduxi]

Your Downstream power is too high, range should be -6 to +10.  Also too many T3 errors. A VM technician will need to fix this.

[djwilliams100]

What is the best way to organise a VM Tech? I don't really want to phone as i every time I do, I just get fobbed off. 

[Tudor]

A VM staff member will get to your post, but it could be 2 or 3 days. They will be able to arrange a technician’s visit if required.

[Paul_DN]

Hi djwilliams100,

Thank you for reaching out to us in our community and welcome back, we are sorry to see you are experiencing a lot of packet loss, I have had a look at things our end and can see there is an SNR fault in your area (Signal to Noise Ratio) You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry, and our engineers are working to get this resolved ASAP, this was picked up on 18/01/22 and the estimated fix time is 25/01/22?

Regards

Paul.