Experiencing High Packet Loss & Latency Spikes, Gig1 on HUB 5

[Matrixmick]

Hi Im currently running my HUB 5 in Modem Mode and I am using a 3rd party Router/Mesh system (UniFi), i keep experiencing high latency spikes and packet loss errors, when iv check my virgin hub network status, it is showing very high amounts of Post RS Errors on all channels and is steadily climbing, the downstream power level's are all below 10dBmV, averaging around 3.5dBmV, plus there are zero Timeouts on the upstream side, could someone possible give me any advise on what i can do to solve this, i have tried contacting Virgin Customer Service but i am not getting any answers as of yet

Many Thanks

[Matrixmick]

So after two weeks of having a much more stable connection things have gone south again, packet loss has returned with vengeance, see my BQM link above, connections are being lost to my devices again, latency is stable for now, but packet loss is well and truly back, but i have noticed something when i do a virgin service status check, it tells me broadband is working fine but TV services are having issues, the tv service had issues the last time i had my connection problems, could the connection be faulty due to these tv faults ?, they may not be directly affecting broadband but causing intermittent packet loss on the line itself, i do not have virgin tv so I'm not experiencing this issue directly, but my area is affected, so could this be causing performance issues on the broadband side, is this possible ?

[Matrixmick]

So after two weeks of a stable connection, packet loss has returned with vengeance, I'm also experiencing device disconnections again, but i may of discovered something, so when i do a virgin service status check, it shows that broadband is fine but tv services have a fault, this issue was present when i first experienced these packet loss issues, so Im thinking are they related, could the issues on the tv side be causing performance issue on the broadband side as they both come through the same cable, is this a possibility?

[Carley_S]

Hi @Matrixmick 

Sorry to hear that this issue has returned. I have checked the systems at our side and can see that your downstream power is now out of spec and we'd need to arrange an engineer to come and investigate further. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.

[Carley_S]

Thanks so much for joining me on private message @Matrixmick  

I have now booked you a visit for power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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 your appointment you can 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.