High Latency, packet drops and disconnection on WIRED and WIFI

[buchosmambo]

Hi I am with VM for over a year now and I am getting constant disconnections on my 1Gb broadband - both wired and wireless. Its getting to the point where playing online games is impossible not to mention that this poor service negatively affects our working from home as myself, my son and my wife getting regular disconnections during the google meets, teams and so on. 

Hub data below - I will also paste BQM graphs as these are showing regular packet losses. Can anyone look at these and let me know if there is anything of concern from the data and graphs pasted?

Cable Modem Status Item Status Comments Channel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

[buchosmambo]

And finally here is the latest BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a792ab64105012155bbbd05bf854bb1e8f630b75-29-12-2022

[buchosmambo]

Is there anyone from the tech team/ support that can have a look at my stats in the previous replies? This is getting on my nerves now! This 1G package meant to be the Top Notch but its garbage! How can this even be possible that I lose connection to my ps4/ or ps5 or even laptop during my google meets team meeting being on wired connection ? This is just ridiculous!!! I could understand the drop outs on wireless due to channel changes, optimizations etc but on wired?

Can any f the forum experts please look at the power levels and let me know if getting new (independent) router would make sense or perhaps it wont make any difference as levels are incorrect?

Thanks in advance

[John_GS]

Hi @buchosmambo

Thanks for posting and welcome back to the community.

I am sorry to hear of the broadband issues. You do need a tech visit as both the upstream and downstream power levels are out of spec.

I'll send you a PM to book this in

Best,

[John_GS]

Hi @buchosmambo

Thanks for joining me on PM and providing me the details to book in the tech visit for the downstream/upstream issues. You'll see the appointment within a few hours in your online account - virg.in/myVM

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 or cancel 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
Let us know how the visit goes or if you ever need anything, please do pop back to our community forums 🙂

[John_GS]

Hi buchosmambo thanks for the message but we don't need to PM currently 🙂

Power levels should be between -6 and +10, 

To find them;

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode), 
• Don't log in, click on 'router status' 

Shows you there 🙂

Best,

[buchosmambo]

Thanks John. 

[buchosmambo]

So unfortunatelly 5 days after the Engineer visit things are much worse than previously. 

Please see live BQM below

https://www.thinkbroadband.com/broadband/monitoring/quality/share/52b6e6666a79b5ca6aaaf92c0c1ebffbcebdd1f3

Engineer installed attenuator, and new socket all together which brought the Power Levels to within the range and things were ok for approx one day but Im now getting larger packet losses, more frequent high pings and overal the connection seems awful - it still affect wired connection to my ps4 and ps5 where once every 30minutes online gaming is impossible for approx 20s. We lost connection for approx 3h on Saturday Morning. No faults reported in our area. 

Wirelles is to say at least horrible... I will connect to whatsap video call and it takes approx 30s for my Mum to be able to see me on the cam and thats standing next to the hub.

Im getting fed up wit this now... Paying for something that doesnt serve its purpose.... 

[buchosmambo]

Update for VM Support Team.

On 4th of Jan - VM Engineer installs attenuator to reduce noise on the line - Power Levels back to normal graph below:

On the 5th of Jan internet works smoothly and like it should. Graph below:

6th of Jan - as above, everything works smooth and fine. Wife started reporting some issues with WhatsApp vide calls where her Mum wouldnt see her on video for 1st 30s or so. Strange as she usually does that in the Kitchen next to WIFI POD. I didnt notice anything strange.... Graph below:

Saturday the 7th of Jan - I didnt even know we lost the connection for few hours. I only realized it on Sunday  I noticed that connection started to behave like in the old days...

Sunday 8th of Jan - line started acting like in old days, regular drop outs, connection losses at  very regular time intervals (in my view every half hour)

Mon 9th of Jan - I am literally getting bad feedback from my work colleagues and Manager for how bad my line is. Regular drops, at half hour intervals. Negative effect on both wifi and wired connection to consoles. 

Tues 10th of Jan - connection still bad to the point where my son is unable to work from home - he had few important calls so we decided to reset the hub and at the same time switch off WIFI Pod, separate two networks to separate 2.4 and separate 5 Ghz by adding 5 on the end of 5Ghz network. Smart WIFI disabled and channels on both networks set to Manual (Chanel 6 for 2,4 and 48 for 5 GHz) Whatever it was - something made a difference as no more drops - graph below:

Today we are getting drops once again - continuation of the graph below (red disconnection block took place yesterday at 10 AM)

I will paste the channels and power levels data in separate reply. 

I would really appreciate the help from VM team  - what could be the cause of this? I understand that WiFi can be flaky depending on property but for it to be happening also on wired connection seems like there is something wrong with the Hub. This forum is full of posts like mine where regular drops at frequent time intervals are taking place. I also dont mind investing in my own router with mesh system but I want to make sure the line performs like it should 1sy before I cash out few 100s of £s

[buchosmambo]

Cable Modem Status

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

5	443000000	2.900002	36.609653	QAM256	5
1	411000000	1.700001	35.779911	QAM256	1
2	419000000	2.099998	36.609653	QAM256	2
3	427000000	2.400002	36.386890	QAM256	3
4	435000000	2.500000	36.609653	QAM256	4
6	451000000	3.500000	36.609653	QAM256	6
7	459000000	3.400002	36.609653	QAM256	7
8	467000000	3.700001	36.609653	QAM256	8
9	475000000	3.500000	36.386890	QAM256	9
10	483000000	3.900002	36.609653	QAM256	10
11	491000000	4.099998	36.609653	QAM256	11
12	499000000	4.300003	36.609653	QAM256	12
13	507000000	4.099998	37.092701	QAM256	13
14	515000000	4.199997	36.386890	QAM256	14
15	523000000	4.199997	36.609653	QAM256	15
16	531000000	4.599998	37.636276	QAM256	16
17	539000000	4.900002	37.355988	QAM256	17
18	547000000	4.900002	37.355988	QAM256	18
19	555000000	4.900002	37.355988	QAM256	19
20	563000000	4.800003	37.636276	QAM256	20
21	571000000	4.900002	37.636276	QAM256	21
22	579000000	4.699997	37.355988	QAM256	22
23	587000000	4.900002	37.355988	QAM256	23
24	595000000	4.599998	37.636276	QAM256	24
25	603000000	4.800003	37.355988	QAM256	25
26	611000000	4.300003	37.355988	QAM256	26
27	619000000	4.199997	37.355988	QAM256	27
28	627000000	3.700001	37.355988	QAM256	28
29	635000000	3.599998	37.355988	QAM256	29
30	643000000	3.200001	37.636276	QAM256	30
31	651000000	3.000000	37.355988	QAM256	31

3.0 Downstream channels

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

5	Locked	36.609653	0	0
1	Locked	35.779911	1	0
2	Locked	36.609653	0	0
3	Locked	36.386890	0	0
4	Locked	36.609653	0	0
6	Locked	36.609653	0	0
7	Locked	36.609653	0	0
8	Locked	36.609653	0	0
9	Locked	36.386890	0	0
10	Locked	36.609653	0	0
11	Locked	36.609653	0	0
12	Locked	36.609653	0	0
13	Locked	37.092701	0	0
14	Locked	36.386890	0	0
15	Locked	36.609653	1	0
16	Locked	37.636276	0	0
17	Locked	37.355988	0	0
18	Locked	37.355988	0	0
19	Locked	37.355988	0	0
20	Locked	37.636276	0	0
21	Locked	37.636276	0	0
22	Locked	37.355988	0	0
23	Locked	37.355988	0	0
24	Locked	37.636276	0	0
25	Locked	37.355988	0	0
26	Locked	37.355988	0	0
27	Locked	37.355988	0	0
28	Locked	37.355988	0	0
29	Locked	37.355988	0	0
30	Locked	37.636276	0	0
31	Locked	37.355988	0	0

[buchosmambo]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV)  (Active Profile)  (Active Profile)

159

Locked

39

-2.5

507834588

0

3.0 Upstream channels

1	43100000	37.520599	5120 KSym/sec	64QAM	10
2	23600000	35.520599	5120 KSym/sec	64QAM	13
3	30100000	36.020599	5120 KSym/sec	64QAM	12
4	36600000	36.520599	5120 KSym/sec	64QAM	11
5	49600000	38.020599	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.0

32.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

0

0