Dropped Packets

[bluebottle]

Hi folks. I keep getting dropped packets. It's not loads, but it's enough to cause some serious lag when gaming. I've run the VM Broadband test and that's come back with no faults. I've also tried rebooting my Hub 3.0.

Looking at my downstream stats, there's lots of Post RS errors.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/412125a20c44c7592e6993d3e8f107095a... 

[bluebottle]

Downstream bonded channels

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

1	186750000	2.4	37	256 qam	7
2	138750000	3.7	37	256 qam	1
3	146750000	3.5	38	256 qam	2
4	154750000	2.9	37	256 qam	3
5	162750000	2.9	37	256 qam	4
6	170750000	2.7	37	256 qam	5
7	178750000	2.4	37	256 qam	6
8	194750000	2.2	37	256 qam	8
9	202750000	2.4	37	256 qam	9
10	210750000	2.4	37	256 qam	10
11	218750000	2.2	37	256 qam	11
12	226750000	2.2	37	256 qam	12
13	234750000	2.2	37	256 qam	13
14	242750000	2	37	256 qam	14
15	250750000	2	37	256 qam	15
16	258750000	2	37	256 qam	16
17	266750000	2.2	37	256 qam	17
18	274750000	1.9	37	256 qam	18
19	282750000	1.9	37	256 qam	19
20	290750000	1.9	37	256 qam	20
21	298750000	2	37	256 qam	21
22	306750000	1.7	37	256 qam	22
23	314750000	1.5	37	256 qam	23
24	322750000	1.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	27330	7771
2	Locked	37.6	313097	26798
3	Locked	38.6	69201	8899
4	Locked	37.6	79365	6330
5	Locked	37.6	151217	11438
6	Locked	37.6	35084	11232
7	Locked	37.6	55938	11170
8	Locked	37.6	22466	12073
9	Locked	37.6	17148	18120
10	Locked	37.6	14643	14939
11	Locked	37.3	15805	8152
12	Locked	37.6	17096	10125
13	Locked	37.3	17069	10543
14	Locked	37.6	7586	5171
15	Locked	37.6	5585	4938
16	Locked	37.3	16601	7494
17	Locked	37.3	16308	5747
18	Locked	37.6	19566	12154
19	Locked	37.6	20737	10862
20	Locked	37.3	19409	5432
21	Locked	37.3	15637	4707
22	Locked	37.6	15051	4778
23	Locked	37.3	16950	6692
24	Locked	38.6	16586	5606

[bluebottle]

Upstream bonded channels

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

1	53700031	39.5	5120	64 qam	10
2	39400043	38.5	5120	64 qam	12
3	46199996	39	5120	64 qam	11
4	60299998	39.5	5120	64 qam	9

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	1	0

[Tudor]

On the surface all the stats look ok, but for the Pre & Post RS error. Unfortunately they are accumulative since the hub was last power cycled, so could be over a long time. So, please power cycle your hub and post a new set of figures are a few hours. We can then see the current situation. 

[bluebottle]

Okay, so did that and here are the figures. I realised the errors were probably from when I disconnected the cable to the router and the reconnected it as I was checking the wires etc. Didn't realise the figures were cumulative.

Downstream bonded channels

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

1	306750000	1.7	37	256 qam	22
2	202750000	2.5	37	256 qam	9
3	210750000	2.5	37	256 qam	10
4	218750000	2.5	37	256 qam	11
5	226750000	2.4	37	256 qam	12
6	234750000	2.4	37	256 qam	13
7	242750000	2.2	37	256 qam	14
8	250750000	2.2	37	256 qam	15
9	258750000	2.2	37	256 qam	16
10	266750000	2.2	37	256 qam	17
11	274750000	1.9	37	256 qam	18
12	282750000	1.9	37	256 qam	19
13	290750000	1.9	37	256 qam	20
14	298750000	2.2	37	256 qam	21
15	314750000	1.5	37	256 qam	23
16	322750000	1.7	37	256 qam	24
17	330750000	1.7	37	256 qam	25
18	338750000	1.9	37	256 qam	26
19	346750000	1.7	37	256 qam	27
20	354750000	1.7	37	256 qam	28
21	362750000	1.2	37	256 qam	29
22	370750000	1.5	37	256 qam	30
23	378750000	1.5	37	256 qam	31
24	386750000	1.4	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.6	85	0
2	Locked	37.3	26	0
3	Locked	37.3	29	0
4	Locked	37.6	31	0
5	Locked	37.6	49	0
6	Locked	37.6	43	0
7	Locked	37.6	35	0
8	Locked	37.6	42	0
9	Locked	37.6	68	0
10	Locked	37.3	62	0
11	Locked	37.6	64	0
12	Locked	37.6	81	0
13	Locked	37.3	96	0
14	Locked	37.3	100	0
15	Locked	37.6	146	0
16	Locked	37.6	106	0
17	Locked	37.6	100	0
18	Locked	37.6	102	0
19	Locked	37.3	161	0
20	Locked	37.3	144	0
21	Locked	37.6	180	0
22	Locked	37.3	166	0
23	Locked	37.6	208	0
24	Locked	37.6	203	0

[Tudor]

Those Pre RS errors although correctable are way too high, they need fixing. You need a technician’s visit, so call Customer Services on 0345 454 1111 or if you have a VM landline 150. Alternatively you could wait a day or two for a VM staff member to get to your post.

[Travis_M]

Hi @bluebottle

Thanks for posting on our community forum!

Have you managed to speak to a member of the team yet or do you still require me to investigate this? 🙂

Regards

[bluebottle]

Would you look into this for me please? 

[Zach_R]

Hi @bluebottle,

Of course. I'm going to send you a private message in a few moments so that we can take some additional details from you and get this looked into further.

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[Zach_R · Accepted solution]

Hi @bluebottle,

Thank you for reaching out to me via private message and providing the additional details requested.

I can confirm that an engineer visit has now been scheduled and booked to take a closer look at things. For security reasons I'm unable to confirm here publicly the date/time it's booked for, but you can check it via your My Virgin Media online account and reschedule it if needed.

If you or anyone in your home displays flu-like symptoms, tests positive for COVID, or is asked to self-isolate in the interim, please reschedule accordingly.

Thanks,