Continual Packet loss issues

[Tazzzzman1]

Hi I have been getting significant packet loss issues for ages on/off on the M500 512Mbs.   I have had the BQM running for a few days and you can see that there does seem to be an issue (see graphs from 3 different days in past week)

Made numerous complaints to Virgin, but nothing seems to be improving, this is making any online gaming almost impossible. Any ideas on what to do next?

[Tazzzzman1]

Hi

I have the M500 512mBS Connection so speed is generally good, however I have been getting continual Packet loss issues for months. Despite numerous complaints to Virgin, the issue still remains to a point where online gaming is almost impossible. I have set up a BQM a few days ago and a packet loss issue can be clearly seen. Below are a few graphs over several days

Any ideas on what to do next as this is beyond a joke....some days I get 10-25% packet loss

[newapollo]

Hi @Tazzzzman1 

I moved your post from the Chatter section to the broadband forums as VM Staff don't tend to check the natter/chatter sections.

When posting your BQM's you need to redact your IP address.

It would also be useful for the tech guru's on the forum that can look into your issues if you could post the hub stats.

They need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages. 

[Ayisha_B]

Hi @Tazzzzman1 👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry you're having some issues with the service. 

I've not been able to locate your details using your Forum credentials so will pop you a PM 📩 to confirm these and I can then run through some more tests.

Speak to you soon 😊

[Ayisha_B]

Thanks for confirming the requested details via PM @Tazzzzman1 

I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[Tazzzzman1]

Hi, quick update

Technician visited and couldn't detect any issues on the day, but could see from the info I provided which clearly showed the ongoing packet loss issue. He remade a couple of the wired connections and has asked me to continue to monitor. If I have the same persisting issue then they will need to call a technician with Packet loss experience (Technician that visited did not)

So far things seems to be ok, so will continue to monitor

[Beth_G]

Hi Tazzzzman1, 

Thanks for the update - pleased to hear things seem to be stable for now.

Don't hesitate to let us know if things seem to slip again, we're always more than happy to help.

All the best,