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High Packet Loss

mojo5110
Tuning in

I am writing this out of sheer frustration with this. Nothing is getting sorted. At the moment I have a 30 day monitor on my network and a 48 hr hour one. I have already had a previous 48hr check and they text saying everything was clear. IT WAS NOT. 

Here is today's 6th Sept graph, it will last several hours in the peak. I am just hot spotting off my phone to write this. I shouldn't be spending this much on my package and having to get an unlimited data on my phone because of the poor service just so I can use voice and remoting into work pc's. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f821ac6dfaaff44db954d5b1efb7164b9966d1a

 This is two days ago. This what it looks like on average, as you can see unusable for the whole evening. The big line in the middle is me resetting the router for the 10th time on the phone with virgin support... again. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb43bc3cb67c2652a294799f389ad339394940f0-04-09-2023

 2nd September 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f48c971fc0648c39741b42121e1c68140...

1st September

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c6d898b8b8462275d2d6ac8d6c90d61bf...

I had this issues for a very long time. I only started using this website on the 13th August as I found it during my troubleshoot testing. Here is the results on that very day. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c5e2cb667756ea2138ff4a846ed77593636c3017-13-08-2023

Before that here is some basic info. 
7th August - No connectivity at all
9th August - Virgin Engineer came
11th August - F010876210 - issue then resolved?

It occurs in the evening but it's not every day. Restarting or resetting my router doesn't help see the 4th September graph. 

The status of my service ticket is I have to wait for issues for three concecutive days and then I think they will get someone to look at it??

If someone could please look at this and pass this to a networking team to have a look at it. 

10 REPLIES 10

Client62
Hero

Have you called 0800 561 0061 to see if a local fault is occurring ?

Have you looked at the Hub's Upstream / Downstream connection stats to check for obvious issues ?

I called the number and using my account number and area code it said it didn't recognise it. Even though I got it from a bill. 
I tried logging into my account and said site is down they are doing maintence so I assume its linked to that?

I will look into the upstream/downstream issues but won't know what is an obvious issue or not. Will post info when i'm in the menu

 

mojo5110
Tuning in
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.6255351716
2Locked38.6704373930
3Locked38.24717718846
4Locked37.6274361609
5Locked38.6229002539
6Locked38.2165852371
7Locked37.6308951641
8Locked38.6349441950
9Locked38.67934192550
10Locked38.6176681801
11Locked38.912754874
12Locked37.319612415
13Locked35.5346602842
14Locked38.6196501994
15Locked37.6255271142
16Locked37.616204182
17Locked38.9599310
18Locked38.96957349
19Locked38.94161248
20Locked38.98507505
21Locked38.65299157
22Locked38.653396
23Locked38.9642741
24Locked38.9444414

Downstream

mojo5110
Tuning in
Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13660000049512064 qam11
22360000050512032 qam13
33010000050512032 qam12
44310000049512064 qam10
54960000049512064 qam9
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0020
2ATDMA001230
3ATDMA0030
4ATDMA0000
5ATDMA0000

edwardkenway19d
Tuning in

I have incredible packet loss as well, same issue as yours 6353009dd1a5c91806ea8c4be9b6317d38e0ba74 (3).png

It's been a whole week like this. 

Client62
Hero

Signal Level Checks

Via http://192.168.0.1/ connect to the Hub, do not login in, scroll down to "Check router status"

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

Client62
Hero

Based on the stats from the Hub, there is a significant noise issue affecting all of the Downstream channels and two of the Upstream channels.

These are the figures that give us that info :

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.6255351716
2Locked38.6704373930
3Locked38.24717718846
4Locked37.6274361609
5Locked38.6229002539
6Locked38.2165852371
7Locked37.6308951641

 

Upstream bonded channels     
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
13660000049512064 qam11
22360000050512032 qam13
33010000050512032 qam12
44310000049512064 qam10
54960000049512064 qam9

mojo5110
Tuning in
https://www.thinkbroadband.com/broadband/monitoring/quality/share/b862963c949d21b7173feb0d09efee382758c4c8-08-09-2023

Today's graph. Probably one of the worst days and it was a Friday. 

QE2
Dialled in

Yes it’s not too bad, well up until about 8 PM when it all seems to fall apart.

Anyhow I think the more important thing here is your claim that VM said they will monitor for 24, 48 hours, a week, month etc. no they won’t, the term ‘monitoring’ in itself means nothing. Also VM are technically incapable of doing this, well in any meaningful way, anyway!

So we have to conclude that the VM customer services people were, well, simply lying to you to get you off the phone and they chalk up another successfully closed call.

Anyhow, let’s look at the figures you have posted, modulation level, well who cares? The problem here is that there are far too many people posting on here who think they know what they are talking about and will point to xyz and even highlight it in red for emphasis, but don’t actually understand the underlaying technology and simply claim that if x value is higher than y then that’s the issue.

No, It is never, ever, as simple as that!

Let’s look at your upstream power levels, they are quite high, not far off the point when the hub will simply give up and reset itself, but if it doesn’t get that bad then it does suggest that the hub is struggling to maintain a good connection. And for various reasons (which I’m not going to go into because I can’t be bothered, actually do some work and look it up of you want to), the upstream channels are more susceptible to noise ingress than the downstream ones, so you may not notice a downstream issue.

Anyhow, yes, you do have a degree of a connection issue, now whether this is enough for VM to take a look, and dedicate resources to resolve, well, I’m not sure. Maybe, maybe not