Frequent Disconnects and Packet loss

[AyadMH]

There was a problem with the internet in my area a few weeks ago which resolved [no internet for multiple days], and ever since then we've had unusually high ping and packet loss. There are also a few disconnects. But the ping will spike every 2 hours every single day with packet loss occurring throughout the day. During those times i noticed even the download speed will decrease from 350 mbps to 150. This packet loss and ping issue has never happened before until the virgin media technicians came to our area and fixed the previous issue. Now its an ongoing issue, would appreciate some help or a technician who can take a look.

Here is the BQM graphs just from the last 3 days.

Ive tried to restart the hub a week ago but it hasnt fixed anything, even using a pin reset. I've switched the hub off and unplugged it from the mains supply for five minutes and checked all cables but it hasnt fixed anything. 

Downstream bonded channels

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

1	283000000	3.7	40	256 qam	19
2	203000000	4	40	256 qam	9
3	211000000	3.7	40	256 qam	10
4	219000000	3.4	40	256 qam	11
5	227000000	3.5	40	256 qam	12
6	235000000	3.9	40	256 qam	13
7	243000000	3.5	40	256 qam	14
8	251000000	3.2	40	256 qam	15
9	259000000	3.4	40	256 qam	16
10	267000000	3.5	40	256 qam	17
11	275000000	3	40	256 qam	18
12	291000000	3.7	40	256 qam	20
13	299000000	3.9	40	256 qam	21
14	307000000	3.9	40	256 qam	22
15	315000000	4	40	256 qam	23
16	323000000	3.5	40	256 qam	24
17	331000000	3.7	40	256 qam	25
18	339000000	3.7	40	256 qam	26
19	347000000	3.5	40	256 qam	27
20	355000000	3.7	40	256 qam	28
21	363000000	3.7	40	256 qam	29
22	371000000	3.5	40	256 qam	30
23	379000000	3.5	40	256 qam	31
24	387000000	3.5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	107973	6266
2	Locked	40.9	484939	21717
3	Locked	40.9	439818	20481
4	Locked	40.3	389175	19376
5	Locked	40.3	325988	17829
6	Locked	40.9	276405	16207
7	Locked	40.3	226730	14106
8	Locked	40.9	196510	12508
9	Locked	40.9	170881	11430
10	Locked	40.9	159680	10545
11	Locked	40.3	128472	8150
12	Locked	40.3	91032	4858
13	Locked	40.3	75821	3893
14	Locked	40.9	61625	3105
15	Locked	40.9	49245	2257
16	Locked	40.3	38279	1370
17	Locked	40.9	36288	1119
18	Locked	40.3	31661	991
19	Locked	40.9	24000	724
20	Locked	40.3	23362	793
21	Locked	40.9	22077	842
22	Locked	40.9	20253	712
23	Locked	40.9	20992	519
24	Locked	40.3	17608	307

Upstream bonded channels

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

1	43100000	42.5	5120	64 qam	10
2	23600000	43	5120	64 qam	13
3	30100000	42	5120	64 qam	12
4	36600000	43	5120	64 qam	11
5	49600000	43.5	5120	64 qam	9

[Mr-Dice]

Is it the Hub 3 by any chance ?I've  had dropouts for over a week now daily . And I'm  still stuck in a contact paying for nothing . They do compensation but that's  not what I want . I want them to fix the problem but they can't. I had a technician  come Tuesday he replaced the hub for another Hub3 and it's  still the same. I literally had better connectivity on a mobile data hub and I'm  considering doing that .  Anyway good luck  you'll  need it .

[ukcobra]

I am experiencing the same. Also Hub3. based in Reading RG6.

[Mr-Dice]

Mine started working again the minute  after my first message above.  So either virgin saw my message  and did something  or it might be because i went outside and pulled the black wire going into my home . I do know there's  a slight  cut in this wire from something  or someone  but the technician just covered it up  with a plastic  box when he came on Tuesday. Maybe the heat is expanding  where the slight  cut is causing  disconnection . If not it's definitely got to be the Hub 3s in general or a problem with the box terminal down the street or problems back at Virgin medias side . Everything  else has been tried and tested other than those. And I bet on your account  it says  everything's good like mine . I ran the test kit it either says the equipment isn't  connected  properly  and either there's  a signal  problem  to what pops up .  I know it's  connected  now but I know it won't  last before it could out . I've also noticed  it happens early in the morning  without fail and weirdly  when it reaches 20 to 23 degrees C .

[AyadMH]

Yes i do have a Hub 3, this isnt just a problem for me as some of my friends also have experienced the same thing. I dont need the router replaced as this has already been done twice for previous issues and it didnt fix a thing.

Anyways here are the BQM images for the past 3 days: 

[AyadMH]

Same thing happening today

[Pilzo]

I have the 1GB Hub 5. High pings and drop outs constantly. Good luck trying to get this sorted as Virgin are aware of the issues, due to all the people asking the same question, but they really don't have a fix. I am trying to cancel right now, due to unfit service, even in contract. getting someone to help at virgin media is extremely hard .

[AyadMH]

More disconnects and packet loss, this is horrible

[Joseph_B]

Hey @AyadMH,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you are having this issue, for me to look into this deeper for you, I will need to invite you in for a quick private message so that I can confirm some information.

If you have not used this feature before, you can access it via the envelope at the top of your screen.

Speak to you soon. Joe

[AyadMH]

Just to let you know im still experiencing the same issue only its gotten worse. Now internet speeds are dropping massively. Im supposed to be getting 350 mbps and look what i get