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High Ping, Jitter and Packet Loss - DY5

Tuning in


For the past 2 months I've experienced large fluctations in my ping, jitter and packet loss. My area is DY5.

My first attempt to resolve this was booking an engineer as the socket for the coax cable was very loose. I had experienced something similar with Sky which ended up fixing the problem. After the engineer visited to replace the socket and firmly screw it in place, the problem faded for about a week.

Ever since, my ping and jitter spike consistently throughout the day until recently where I'm barely able to stream Netflix. I called the customer service line and was told there is a fault in my area which had an ETA of 20th September. Clearly this is just a review of the fault.

The current setup is a Hub 3 with the M350 package and I use a powerline adapater to connect with my PC.

I ran a ping plotter to which showed an average ping of 90 from 5pm until 8:30pm this evening that I can link if needed.

Below is a BQM just from this afternoon through to the evening with a consistent problem.

BQM - 20.09.2023.png





Also see the below speedtest which show moderate ping and jitter at the router and a large increase at my PC.


Speedtest 1.png



The Upload / Download speeds at the Hub look a little low for M350.

Might be worth a check of the Hub's connection stats

Also a call to 08001 561 0061 to see if there is a local fault affecting your street.

Hub Signal Level Checks

Via connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use for a Hub in Modem mode

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.

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

Hi Client62,

I've called the service status phone number but there's no faults in my area.

The Downstream and Upstream data you've mentioned is all fine and within the acceptable ranges.

Downstream bonded channels

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

13310000006.538256 qam25
22190000007.638256 qam11
32270000007.438256 qam12
42350000007.338256 qam13
52430000007.138256 qam14
62510000007.338256 qam15
7259000000738256 qam16
82670000006.838256 qam17
92750000006.438256 qam18
102830000006.438256 qam19
112910000006.538256 qam20
122990000006.838256 qam21
133070000006.838256 qam22
143150000006.638256 qam23
153230000006.638256 qam24
163390000006.638256 qam26
173470000006.638256 qam27
183550000006.938256 qam28
193630000007.138256 qam29
203710000007.138256 qam30
21379000000738256 qam31
223870000006.538256 qam32
233950000006.538256 qam33
244030000006.538256 qam34

Downstream bonded channels

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



Upstream bonded channels

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

14960016137.7512064 qam1
22359996936.3512064 qam5
33010000036.3512064 qam4
43660002637.8512064 qam3
54309997137.8512064 qam2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts



Here's the BQM for overnight and into the morning.

BQM - 20.09.2023.png


Hey Exilatron,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked further into this and can now see that there is an area fault that has a current estimated fix time of 3.30pm on Monday 25th September. I hope that we can get this resolved for you before that date and time. 

Kind Regards,


Tuning in

Hi Steven,

Thanks for the information. Can you confirm that the fault has definitely been received and logged? Whenever I use the the service status checker page or call the service status line, no fault has been received.

If the fault has been logged, are you able to give a reference number in the event I need to escalate the problem?



Alessandro Volta

Mmm yes a fault of too many people in the area uploading and a simple ping being stuck in the buffer for way longer then it needs too welcome to 2023 and VM buffering in the upstream.

or maybe many computers in the area are part of a botnet and flooding the upstream


Tuning in

Hi Steven,

Is there any update on the problem?

After making a complaint, it was communicated that work would be completed 3pm Friday 28th September and the issue should be fixed.

I can confirm that the issue still exists and I'm now suffering from almost 20% packet loss.

See the following for more details 

Surely this isn't acceptable service and has now persisted for several weeks since I reported this to customer service over the phone.

Can you please guarantee a rsponse and an absoulte time of repair?

I'm paying for a service that I'm barely receiving and is incredibly unfair. The automatic compensation will never apply to the dreadful connection as it's not measured.

If the problem persists, I will persue contacting Ombudsman in the intention to be released from the contract and compensation for poor service and lack of repair.


Hi @Exilatron 

Thanks for coming back to the thread. The SNR issue has seemingly been resolved 🙂

I do hope your issue has too - please do pop back to the thread if you need further assistance.

Best wishes.

Forum Team

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Hi John,

It appears that the ping fluctation has somewhat been resolved as I'm not receiving high levels but it's still consistently bad.

See the following: 

I fear that there could be a router / cabling problem.

Could you provide some information on the next steps we can take?



Whilst VM are fixing the service, take a look at how is the desktop computer connected to the VM Hub.  

Whatever the method, it is loosing over 80% of the available speed and adding considerable Jitter and Latency.