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MrFantastic12
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High Ping and Pocket Loss

Hi,

I just Upgraded to Volt 1GIG, however, my ping and packet loss of the last month has been terrible. It has always been an issue for me but never this bad. I have contacted virgin media a few times explaining the situation, but they always tell me they see no issues with my connection or an engineer will look into it and never got follow up. 

The worst part is that I was going to signup with Openreach since they now offer fibre in the area now, however, I got a call back from Virgin Media Manager saying that the connections issue would be solved with the new package upgrade.

Below is the Broadband Quality Monitor for this week:

18/04/22 

19/04/22

20/04/22

21/04/22

22/04/22

23/04/22

24/04/22

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newapollo
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Message 2 of 10
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Re: High Ping and Pocket Loss

Hi @MrFantastic12 

Connection issues won't be solved with a package upgrade, all it will do is multiply any existing issues.

I'm afraid none of your links are working. they all come back with error 404 page not found.

On Think Broadband go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share 

On the next screen click on Share Live Graph

Copy the text in the Direct Link box (beware there may be more text than you can see)

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK

 

It will also help if you post your router stats as plain text.

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return.

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

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MrFantastic12
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Message 3 of 10
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Re: High Ping and Pocket Loss

Hi @newapollo,

Got nothing on the Network log.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29f83f1acdea80ad9594a62daf1f41b99b... 

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
253310000001.00000037.636276QAM25625
11390000003.59999835.779911QAM2561
21470000003.59999835.779911QAM2562
31550000003.70000136.386890QAM2563
41630000003.09999835.779911QAM2564
51710000002.50000036.609653QAM2565
61790000002.90000236.386890QAM2566
71870000003.29999936.609653QAM2567
81950000002.59999836.386890QAM2568
92030000001.90000236.386890QAM2569
102110000001.59999836.386890QAM25610
112190000002.40000236.609653QAM25611
122270000002.70000136.609653QAM25612
132350000002.50000036.609653QAM25613
142430000002.29999937.355988QAM25614
152510000002.00000036.609653QAM25615
162590000002.20000136.609653QAM25616
172670000002.20000137.636276QAM25617
182750000002.70000137.355988QAM25618
192830000002.29999937.355988QAM25619
202910000001.40000237.636276QAM25620
212990000001.29999937.355988QAM25621
223070000001.90000237.636276QAM25622
233150000002.70000137.355988QAM25623
243230000002.20000137.636276QAM25624
26339000000-0.09999837.636276QAM25626
27347000000-0.09999837.636276QAM25627
28355000000-0.40000238.605377QAM25628
293630000000.20000138.605377QAM25629
303710000001.79999938.605377QAM25630
313790000002.09999838.605377QAM25631

 

 

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25Locked37.636276555762907
1Locked35.77991179626234013
2Locked35.779911134322141478
3Locked36.386890105888203163
4Locked35.77991185063242765
5Locked36.609653253100103754
6Locked36.38689086583155257
7Locked36.609653189675135895
8Locked36.38689010824794362
9Locked36.38689011552261583
10Locked36.3868907469914038
11Locked36.6096539912912567
12Locked36.60965313942699844
13Locked36.609653162094106227
14Locked37.3559889902111981
15Locked36.609653363533626
16Locked36.6096531677799973
17Locked37.636276141777126957
18Locked37.35598825567664331
19Locked37.355988640915051
20Locked37.6362761175244871
21Locked37.3559887836884057
22Locked37.63627610060959295
23Locked37.355988657283920
24Locked37.6362761243598505
26Locked37.63627625525764
27Locked37.63627623998877
28Locked38.605377395572296
29Locked38.605377620364212
30Locked38.605377888224275
31Locked38.605377954454394

 

 

 

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MrFantastic12
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Re: High Ping and Pocket Loss

3.1 Downstream channels

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

33964K1880QAM4096392



3.1 Downstream channels

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

33Locked40-0.983507817

 

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043.2705995120 KSym/sec32QAM4
26030000043.7705995120 KSym/sec64QAM1
34620000043.2705995120 KSym/sec64QAM3
45370000043.7705995120 KSym/sec64QAM2


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0090
2US_TYPE_STDMA00350
3US_TYPE_STDMA00320
4US_TYPE_STDMA00350

 

Network Log

Time Priority Description

 

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Nathan_B
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Message 5 of 10
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Re: High Ping and Pocket Loss

Hi there @MrFantastic12, welcome to our forum and thanks for your post.

Sorry to see you are having issues with the high ping and packet loss. Have you noticed if this is happening on both wired or wireless or just one of them? 

Also does this happen at any particular time in the day? Have you been able to try a pin hole reset on the hub to see if this helps?

Regards

Nathan

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MrFantastic12
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Re: High Ping and Pocket Loss

Hi @Nathan_B,

It happens both on Wire and wireless. High ping happens throughout the day, however, the internet goes completely down a couple of times in the afternoon and late-night (15:00 to 23:00).

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Anankha
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Message 7 of 10
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Re: High Ping and Pocket Loss

Try Speedtest.net & double check the ping & packet loss there.
BQM seems to be broken. For me it shows 100% packet loss but Speedtest shows little or no loss.

My Broadband Ping - VM new Hub.
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Tom_W1
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Re: High Ping and Pocket Loss

Hi @MrFantastic12, thanks for your post although I'm sorry to hear of your concerns raised.
I'll need to pop you a PM to look into things further, as I'm struggling to locate your Hub and network from your profile information on here.

Please expect this PM to arrive shortly and respond when you can!

Many thanks

Tom_W
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MrFantastic12
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Re: High Ping and Pocket Loss

replied back
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Tom_W1
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Re: High Ping and Pocket Loss

Hi @MrFantastic12, thanks for your further reply via PM.

Just for the benefits of our helpers in this thread I'm replying publicly - if you do ever need to change the technician appointment we've scheduled for you in the lead up, you can always do this through your My Virgin Media account.

Many thanks

Tom_W
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