High Ping and Pocket Loss

[MrFantastic12]

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

[newapollo]

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. 

[MrFantastic12]

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

25	331000000	1.000000	37.636276	QAM256	25
1	139000000	3.599998	35.779911	QAM256	1
2	147000000	3.599998	35.779911	QAM256	2
3	155000000	3.700001	36.386890	QAM256	3
4	163000000	3.099998	35.779911	QAM256	4
5	171000000	2.500000	36.609653	QAM256	5
6	179000000	2.900002	36.386890	QAM256	6
7	187000000	3.299999	36.609653	QAM256	7
8	195000000	2.599998	36.386890	QAM256	8
9	203000000	1.900002	36.386890	QAM256	9
10	211000000	1.599998	36.386890	QAM256	10
11	219000000	2.400002	36.609653	QAM256	11
12	227000000	2.700001	36.609653	QAM256	12
13	235000000	2.500000	36.609653	QAM256	13
14	243000000	2.299999	37.355988	QAM256	14
15	251000000	2.000000	36.609653	QAM256	15
16	259000000	2.200001	36.609653	QAM256	16
17	267000000	2.200001	37.636276	QAM256	17
18	275000000	2.700001	37.355988	QAM256	18
19	283000000	2.299999	37.355988	QAM256	19
20	291000000	1.400002	37.636276	QAM256	20
21	299000000	1.299999	37.355988	QAM256	21
22	307000000	1.900002	37.636276	QAM256	22
23	315000000	2.700001	37.355988	QAM256	23
24	323000000	2.200001	37.636276	QAM256	24
26	339000000	-0.099998	37.636276	QAM256	26
27	347000000	-0.099998	37.636276	QAM256	27
28	355000000	-0.400002	38.605377	QAM256	28
29	363000000	0.200001	38.605377	QAM256	29
30	371000000	1.799999	38.605377	QAM256	30
31	379000000	2.099998	38.605377	QAM256	31

3.0 Downstream channels

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

25	Locked	37.636276	55576	2907
1	Locked	35.779911	79626	234013
2	Locked	35.779911	134322	141478
3	Locked	36.386890	105888	203163
4	Locked	35.779911	85063	242765
5	Locked	36.609653	253100	103754
6	Locked	36.386890	86583	155257
7	Locked	36.609653	189675	135895
8	Locked	36.386890	108247	94362
9	Locked	36.386890	115522	61583
10	Locked	36.386890	74699	14038
11	Locked	36.609653	99129	12567
12	Locked	36.609653	139426	99844
13	Locked	36.609653	162094	106227
14	Locked	37.355988	99021	11981
15	Locked	36.609653	36353	3626
16	Locked	36.609653	167779	9973
17	Locked	37.636276	141777	126957
18	Locked	37.355988	255676	64331
19	Locked	37.355988	64091	5051
20	Locked	37.636276	117524	4871
21	Locked	37.355988	78368	84057
22	Locked	37.636276	100609	59295
23	Locked	37.355988	65728	3920
24	Locked	37.636276	124359	8505
26	Locked	37.636276	25525	764
27	Locked	37.636276	23998	877
28	Locked	38.605377	39557	2296
29	Locked	38.605377	62036	4212
30	Locked	38.605377	88822	4275
31	Locked	38.605377	95445	4394

[MrFantastic12]

3.1 Downstream channels

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

33

96

4K

1880

QAM4096

392

3.1 Downstream channels

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

33

Locked

40

-0.9

835078

17

Refresh data

3.0 Upstream channels

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

1	39400000	43.270599	5120 KSym/sec	32QAM	4
2	60300000	43.770599	5120 KSym/sec	64QAM	1
3	46200000	43.270599	5120 KSym/sec	64QAM	3
4	53700000	43.770599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	9	0
2	US_TYPE_STDMA	0	0	35	0
3	US_TYPE_STDMA	0	0	32	0
4	US_TYPE_STDMA	0	0	35	0

Network Log

Time Priority Description

[Nathan_B]

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

[MrFantastic12]

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).

[Anankha]

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.

[Tom_W1]

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

[MrFantastic12]

replied back

[Tom_W1]

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