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Dropped packets and disconnection

I have been having increasingly poor internet connectvity over the last month, but it is getting embarassing when I have to chair conference calls for work, it's become a bit of a running joke, especially this morning when I was on a video conference with Vodafonehave. I've extended my contract recently, and I am seriously considering leaving for reduced download speed and improved quality.

I've provided a BQM inage and link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/17d8105fe0169c8c02c6135b0e06ca57d9bf3fb2-28-08-2020

cyberburst_0-1598622419986.png

Downstream bonded channels

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

12587500002.740256 qam16
22507500002.740256 qam15
32667500002.438256 qam17
42747500002.540256 qam18
52827500002.540256 qam19
62907500002.540256 qam20
72987500002.238256 qam21
83067500002.240256 qam22
93147500001.940256 qam23
10322750000240256 qam24
11330750000240256 qam25
12370750000140256 qam26
133787500000.938256 qam27
143867500000.538256 qam28
153947500000.540256 qam29
164027500000.540256 qam30
17410750000138256 qam31
184187500001.440256 qam32
194267500001.540256 qam33
204347500001.440256 qam34
21442750000140256 qam35
224507500001.240256 qam36
234587500001.240256 qam37
24474750000140256 qam38



Downstream bonded channels

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

1Locked40.32600
2Locked40.32490
3Locked38.91570
4Locked40.31900
5Locked40.31330
6Locked40.32350
7Locked38.62360
8Locked40.32020
9Locked40.31550
10Locked40.31350
11Locked40.31290
12Locked40.35580
13Locked38.97070
14Locked38.64140
15Locked40.33110
16Locked40.34880
17Locked38.96240
18Locked40.97440
19Locked40.92150
20Locked40.31300
21Locked40.93380
22Locked40.38230
23Locked40.38370
24Locked40.3206

0

 

 

Upstream bonded channels

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

1393999214.3512064 qam4
2462000104.3512064 qam3
3258000204.225512064 qam10
4326000004.275512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Re: Dropped packets and disconnection

Your Hub stats look good but your BQM points to an area problem or line from your Hub to the Street Cabinet.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

After that you can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Dropped packets and disconnection

Thank you.

I tightened all the cabling a few weeks back and you are right, it was a little lose, but didnt change the dropouts.

it's been terrible today and has happened agan, 3 drop on a VC, I'll contact support

 
 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

258750000

2.5

40

256 qam

16

2

250750000

2.5

40

256 qam

15

3

266750000

2.2

38

256 qam

17

4

274750000

2.5

39

256 qam

18

5

282750000

2.5

40

256 qam

19

6

290750000

2.4

40

256 qam

20

7

298750000

2.2

38

256 qam

21

8

306750000

2

40

256 qam

22

9

314750000

1.7

40

256 qam

23

10

322750000

2

40

256 qam

24

11

330750000

2

40

256 qam

25

12

370750000

0.9

40

256 qam

26

13

378750000

0.7

38

256 qam

27

14

386750000

0.4

38

256 qam

28

15

394750000

0.4

40

256 qam

29

16

402750000

0.5

40

256 qam

30

17

410750000

1

38

256 qam

31

18

418750000

1.2

40

256 qam

32

19

426750000

1.5

40

256 qam

33

20

434750000

1.2

40

256 qam

34

21

442750000

0.9

40

256 qam

35

22

450750000

1

40

256 qam

36

23

458750000

1

40

256 qam

37

24

474750000

0.9

40

256 qam

38




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

260

0

2

Locked

40.3

250

0

3

Locked

38.9

157

0

4

Locked

39.3

191

0

5

Locked

40.3

133

0

6

Locked

40.3

236

0

7

Locked

38.9

236

0

8

Locked

40.3

202

0

9

Locked

40.3

155

0

10

Locked

40.9

135

0

11

Locked

40.3

129

0

12

Locked

40.3

558

0

13

Locked

38.9

708

0

14

Locked

38.6

415

0

15

Locked

40.3

313

0

16

Locked

40.3

488

0

17

Locked

38.9

624

0

18

Locked

40.9

744

0

19

Locked

40.3

215

0

20

Locked

40.9

130

0

21

Locked

40.3

338

0

22

Locked

40.3

823

0

23

Locked

40.3

837

0

24

Locked

40.9

206

0

 

Refresh data

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39399921

4.3

5120

64 qam

4

2

46200010

4.3

5120

64 qam

3

3

25800020

4.225

5120

64 qam

10

4

32600000

4.275

5120

64 qam

9




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

0

0

4

ATDMA

0

0

0

0

 

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Re: Dropped packets and disconnection

Hi cyberburst,

 

Thanks for posting and welcome to the community. 

 

My apologies for the broadband issue. I've ran a check on the system today and there is a congestion issue affecting the service. F007940768 is your fault reference. The estimated fix date is the 30th September 2020. 

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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