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Continuous spikes in packet loss (~10 second disconnects from the internet)

AlexSheward
Joining in

Hello!

For the last few days (could have been the last few weeks, I haven't spent a huge amount fo time at home) I have been experiencing frequent internet cutouts that last a few seconds every 4-5 minutes, long enough to kick me from a zoom call before having to rejoin.

the problem seems to mostly be with my upload, as I can still hear people for a while on a meeting after my internet "cust out" then just can't hear or see me, then the meeting kicks me. these cutouts happen with other softwares and my browser, so not a zoom issue.

I have been tethering from my phone to get round it, hoping it would just fix itself, but really need my internet to work now.


I am in the NG3 area
BMQ: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8f93647da1650ce04b7f2c301002516800...


I have tried:
Checking for loose connections of the white cables
Checking for loose connections outside the house
Factory resetting the router (many times) 
power cycling the router (many times)
Changing to an ethernet feed 


None of this has made a difference, could someone please sugest any other solutions to this?

5 REPLIES 5

Client62
Legend

Check for a local service issue via 0800 561 0061

Check the Hub's "Check router status" option for connection issues on the Upstream & Downstream tabs.

AlexSheward
Joining in

Thanks Client62

Should have mentioned that I've checked on the service checker over the last few days and not seen any issues when I have

I did look at my Upstream & Downstream, but I have no idea what I'm looking at

Downstream bonded channels

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

11390000004.938256 qam1
21470000003.938256 qam2
31550000003.537256 qam3
41630000004.938256 qam4
5171000000538256 qam5
61790000004.138256 qam6
71870000004.438256 qam7
81950000004.140256 qam8
9203000000438256 qam9
10211000000438256 qam10
112350000004.338256 qam13
122430000003.240256 qam14
132510000003.440256 qam15
142590000004.538256 qam16
152670000004.138256 qam17
162750000004.540256 qam18
17283000000540256 qam19
182910000005.140256 qam20
192990000004.938256 qam21
203070000005.440256 qam22
213150000005.140256 qam23
223230000005.540256 qam24



Downstream bonded channels

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

1Locked38.9119857735
2Locked38.915511
3Locked37.99333543
4Locked38.91091
5Locked38.62691
6Locked38.9818511
7Locked38.920965772
8Locked40.310821780
9Locked38.91954
10Locked38.62653
11Locked38.91300
12Locked40.39490
13Locked40.32200
14Locked38.9650
15Locked38.9510
16Locked40.3390
17Locked40.3320
18Locked40.3360
19Locked38.9140
20Locked40.380
21Locked40.360
22Locked40.3160

Upstream bonded channels

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

12360000047512064 qam9
24960000047512064 qam1
33010000049512064 qam4
44310000048.3512064 qam2
53660000049512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000




Thanks Client62

I should have mentioned that I've check the service checker serval times and there seems to have been no issues

I also looked at my Upstream & Downstream, but I have no idea what I'm looking at

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

11390000004.938256 qam1
21470000003.938256 qam2
31550000003.537256 qam3
41630000004.938256 qam4
5171000000538256 qam5
61790000004.138256 qam6
71870000004.438256 qam7
81950000004.140256 qam8
9203000000438256 qam9
10211000000438256 qam10
112350000004.338256 qam13
122430000003.240256 qam14
132510000003.440256 qam15
142590000004.538256 qam16
152670000004.138256 qam17
162750000004.540256 qam18
17283000000540256 qam19
182910000005.140256 qam20
192990000004.938256 qam21
203070000005.440256 qam22
213150000005.140256 qam23
223230000005.540256 qam24



Downstream bonded channels

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

1Locked38.9119857735
2Locked38.915511
3Locked37.99333543
4Locked38.91091
5Locked38.62691
6Locked38.9818511
7Locked38.920965772
8Locked40.310821780
9Locked38.91954
10Locked38.62653
11Locked38.91300
12Locked40.39490
13Locked40.32200
14Locked38.9650
15Locked38.9510
16Locked40.3390
17Locked40.3320
18Locked40.3360
19Locked38.9140
20Locked40.380
21Locked40.360
22Locked40.3160

Upstream bonded channels

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

12360000047512064 qam9
24960000047512064 qam1
33010000049512064 qam4
44310000048.3512064 qam2
53660000049512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



AlexSheward
Joining in

Thanks Client62

I should have mentioned that I've check the service checker serval times and there seems to have been no issues

I also looked at my Upstream & Downstream, but I have no idea what I'm looking at

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

1

139000000

4.9

38

256 qam

1

2

147000000

3.9

38

256 qam

2

3

155000000

3.5

37

256 qam

3

4

163000000

4.9

38

256 qam

4

5

171000000

5

38

256 qam

5

6

179000000

4.1

38

256 qam

6

7

187000000

4.4

38

256 qam

7

8

195000000

4.1

40

256 qam

8

9

203000000

4

38

256 qam

9

10

211000000

4

38

256 qam

10

11

235000000

4.3

38

256 qam

13

12

243000000

3.2

40

256 qam

14

13

251000000

3.4

40

256 qam

15

14

259000000

4.5

38

256 qam

16

15

267000000

4.1

38

256 qam

17

16

275000000

4.5

40

256 qam

18

17

283000000

5

40

256 qam

19

18

291000000

5.1

40

256 qam

20

19

299000000

4.9

38

256 qam

21

20

307000000

5.4

40

256 qam

22

21

315000000

5.1

40

256 qam

23

22

323000000

5.5

40

256 qam

24



Downstream bonded channels

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

1

Locked

38.9

1198

57735

2

Locked

38.9

155

11

3

Locked

37.9

933

3543

4

Locked

38.9

109

1

5

Locked

38.6

269

1

6

Locked

38.9

818

511

7

Locked

38.9

209

65772

8

Locked

40.3

1082

1780

9

Locked

38.9

195

4

10

Locked

38.6

265

3

11

Locked

38.9

130

0

12

Locked

40.3

949

0

13

Locked

40.3

220

0

14

Locked

38.9

65

0

15

Locked

38.9

51

0

16

Locked

40.3

39

0

17

Locked

40.3

32

0

18

Locked

40.3

36

0

19

Locked

38.9

14

0

20

Locked

40.3

8

0

21

Locked

40.3

6

0

22

Locked

40.3

16

0

Upstream bonded channels

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

1

23600000

47

5120

64 qam

9

2

49600000

47

5120

64 qam

1

3

30100000

49

5120

64 qam

4

4

43100000

48.3

5120

64 qam

2

5

36600000

49

5120

64 qam

3



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

5

ATDMA

0

0

0

0



 

Hi @AlexSheward, thanks for reaching out to us and a warm welcome to the Virgin Media Community forums, 👋🏼

I'm sorry to hear about the poor experience you have had with the broadband. 😞
I've had a look and I can see that there is an engineer booked to get this unstable broadband resolved.
Let us know how it goes with the appointment and we can follow up from there.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

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