High Packet loss

[Dyse]

Hi all,

Since July this year I've been experiencing a very unstable connection with almost constant high latency and near constant low-med levels of packet loss. This makes it near impossible to do anything gaming related as the connection is simply too unstable.

I've been through the shockingly poor call services at virgin media more times than I can count now and this is very much my last ditch attempt to get things sorted before I look down legal avenues.

I've had an engineer out twice, the first engineer saw issues with the signal which he corrected and the second said there was nothing they could do, I've attached below my BQM for today and you can clearly see the scale of the issue.

I filed two complaints with yourselves, both of which were closed without any real resolution and quite frankly I'm fed up, this is significantly impacting my job as I work from home and this is causing issues with calls frequently dropping out or breaking up.

Downstream bonded channels

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

1	491000000	1	38	256 qam	33
2	235000000	2	36	256 qam	13
3	243000000	2	36	256 qam	14
4	251000000	1.5	36	256 qam	15
5	259000000	0.9	36	256 qam	16
6	267000000	1.5	36	256 qam	17
7	275000000	2	37	256 qam	18
8	283000000	2.4	37	256 qam	19
9	291000000	2.7	37	256 qam	20
10	299000000	2.7	37	256 qam	21
11	307000000	2.9	38	256 qam	22
12	315000000	2.7	38	256 qam	23
13	323000000	2.5	37	256 qam	24
14	331000000	2.7	38	256 qam	25
15	339000000	2.7	37	256 qam	26
16	347000000	2.7	38	256 qam	27
17	355000000	2.5	38	256 qam	28
18	363000000	2.2	37	256 qam	29
19	371000000	2.2	37	256 qam	30
20	379000000	2	37	256 qam	31
21	387000000	1.7	37	256 qam	32
22	499000000	0.7	38	256 qam	34
23	507000000	0.5	38	256 qam	35
24	515000000	0.7	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.9	14	0
2	Locked	36.6	5	0
3	Locked	36.6	6	0
4	Locked	36.6	12	0
5	Locked	36.6	8	0
6	Locked	36.6	5	0
7	Locked	37.3	6	0
8	Locked	37.6	6	0
9	Locked	37.6	4	0
10	Locked	37.3	5	0
11	Locked	38.6	4	0
12	Locked	38.6	6	0
13	Locked	37.6	6	0
14	Locked	38.9	5	0
15	Locked	37.6	1	0
16	Locked	38.6	5	0
17	Locked	38.6	5	0
18	Locked	37.6	7	0
19	Locked	37.6	4	0
20	Locked	37.3	12	0
21	Locked	37.6	5	0
22	Locked	38.9	16	0
23	Locked	38.6	27	0
24	Locked	38.6	27	0

Upstream bonded channels

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

1	23600036	43.5	5120	64 qam	4
2	32600000	45	5120	32 qam	3
3	39399976	45.5	5120	64 qam	2
4	46199964	45.5	5120	64 qam	1

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

Any help would be appreciated.

Cheers,
Callum

[legacy1]

Upstream is buffering in the modem and dropping packets networks more then VM send out to you are needed.

[John_GS]

Hi Dyse

Thanks for posting and welcome to the community.

Sorry to hear of the issues with the broadband, i have done a system check and there is a slight issue which the team are aware of and hopefully will be sorted asap for you. Please do monitor it over the course of this week and let us know if gets any worse/better and we can take from there.

[Dyse]

Much appreciated,

I will monitor and advise!

Kind regards,

Dyse

[Adri_G]

Hey Dyse, thanks for all the posts on our help forum and this thread. 

Sorry to hear of the service issues faced last week, we'd love to have your update on this as from our end it seems all area problems must have cleared now.
Do let us know in case you're still experiencing a service problem and we're happy to help.

[Dyse]

Hi Adri_G,

Apologies for the slightly delayed response, I've been unwell the past few days.

I believe the service is still not up to the standard I would hope for and this BQM graph is perhaps more representative of a normal day:

As you can see from this, there is a notable increase in latency and packet loss between 4PM & 5PM. This is what would usually cause disconnects for myself and people on my network but the issue occurs fairly randomly for most of the day and impact for every single one of those small amounts of packet loss is both noticeable and frustrating.

Any help is appreciated as always 🙂

Kind regards,
Dyse

[Dyse]

I realise my previous post's image hasn't loaded properly, here's the BQM I was talking about:

KR,
Dyse

[Andrew-G]

Your BQM images haven't been approved for posting, most likely because they showed your IP address - you're best off using the "share graph" options, which you must have done for your first post.  Unfortunately, I think from that first post that the problem is the age old VM classic, over-utilisation.  

If there's an Openreach option, even a slowish FTTC connection that'll almost always give a better quality of line for latency sensitive uses such as Teams, Zoom etc, or gaming uses.  If you've got an Openreach or altnet FTTP option then you can combine reasonable speeds with low latency, as in my case:

[David_Bn]

Good Afternoon @Dyse, thanks for coming back to us.

Can you possibly attempt to repost the recent graphs, or provide us with a live link to the BQM?

Looking into the local area, no issues appear to be present.

When was a reset of the hub last performed?

Kindest regards,

David_Bn

[Dyse]

Yeah I realised once I posted it that my IP was visible, cheers for pointing that out!

Here's a live link to my BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/559679708c0baf57e9045dddbdc0a2094b...

While we're at it, todays is here:

 

Kind regards,
Dyse