16-10-2021 16:46 - edited 16-10-2021 16:52
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.
Answered! Go to Answer
on 22-10-2021 16:34
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,
on 16-10-2021 16:48
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 |
on 16-10-2021 16:49
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 |
on 16-10-2021 16:56
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.
on 16-10-2021 20:50
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 |
on 16-10-2021 21:13
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.
on 19-10-2021 08:50
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
on 19-10-2021 17:29
Would you look into this for me please?
on 21-10-2021 17:33
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,
on 22-10-2021 16:34
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,