High latency and packet loss

[BGL]

Hello,

I raised an issue this morning re huge packet loss and latency. After about an hour your Level 2 suggested a Hub 5 and looking at my current package cost.

Unfortunately their system died and so they said they’d call me back in two hours to arrange. 

They didn’t, so can this be checked by a VM engineer here and acted on?

I really don’t feel like another hour going through this on the phone. Currently the Hub4 upstream channels are all QAM32 on all but one channel and no issues reported in my area, although online gaming is dreadful at present.

Thanks

 Bryan

[jbrennand]

Anything reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

[BGL]

Cheers, although you can see logs with network issues a good five hours prior to ringing that number they hardly ever acknowledge an area fault. The usual scenario is they arrange an engineer, I tell them I really don’t think that is necessary then time passes and a text arrives cancelling my engineer as a fault has been identified on the network. After hours of issues I asked this guy and no area fault detected. Two hours later “there is an area fault”. 😕

What they said re a Hub5 / Contract review was interesting but they never got back to me. 

[newapollo]

---

@BGL wrote:

 After hours of issues I asked this guy and no area fault detected. Two hours later “there is an area fault”. 😕

What they said re a Hub5 / Contract review was interesting but they never got back to me. 

---

Hi Brian,

Calling  0800 561 0061 is a better source of obtaining info regarding known issues.

I wouldn't look at obtaining a hub 5 and being tied into a new contract just yet. If the current issues are due to the known fault then it should clear up. If it's not due to that then it 'might be your hub', but it may also be due to your internal wiring, or VM's external wiring feeding your particular property.  It's best to get that rectified first if it's needed as new equipment won't resolve it. Once it's all up and running correctly you can think about upgrading.

Wait until the area is resolved and then if yuo still have issues post your router logs.

There are a lot of tech guru's on the forum that can look into your issues but when posting the hub stats they need the full details from the Router Status page. So please  copy/paste 3 FULL sets of data onto here (not screenshots) – from the Downstream, Upstream, & Network Logs pages.  And also post a new BQM at the same time.

[BGL]

Cheers, I posted here in the hope of VM picking up where they left off. It’s always the case no area faults on that number after hours of issues, ring no fault, we’ll send an engineer, engineer cancelled when area fault picked up. 
The guy yesterday was told all this and suggested a Hub 5 would handle “my” signal issues better. I doubt it but worth trying but I really don’t have the will to go through another hour on the phone to them. 

[BGL]

It’s day four now of the usual “this issue is more complex than usual and our engineers are working on it” phone recording. Could someone from VM respond with some kind of ETA? 

Thanks

Bryan

[Travis_M]

Hi @BGL 

Thanks for your response and sorry to hear the issue is still ongoing.

The current estimated fix date / time is 18 May 09:30am - this may be subject to change if work continues but currently stands as so. My apologies for any inconvenience this may cause

Regards

[BGL]

Hello Travis,

Since Sunday, my connection has been the best it has ever been with VM for decades. Can you send me the fault reference / what the identified issue and fix was, so that the next time this issue presents I can ask that those areas be checked?

Thanks

Bryan

[Travis_M]

Hi @BGL 

Thanks for your response, unfortunately it isn't as simple as that, we do not have access anyhow to see what work exactly has gone on with the technicians. The fault reference would only let us know of the estimated fix time etc - although I am absolutely great to hear this has now improved for you 🙂

[BGL]

Well it looks like whatever was done definitely had a massive and positive impact.
What stands out is the increase in Downstream Power levels (It ranged from 2.9 to about 6 previously iirc)Now ranges from 10 to 13.4 (Is this within the acceptable range?

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

1	139000000	13.4	40.4	QAM256	1
2	147000000	13.1	40.9	QAM256	2
3	155000000	13.1	40.4	QAM256	3
4	163000000	12.6	40.4	QAM256	4
5	171000000	12.1	40.4	QAM256	5
6	179000000	11.8	40.9	QAM256	6
7	187000000	11.7	40.4	QAM256	7
8	195000000	11.6	40.4	QAM256	8
9	203000000	11.5	40.4	QAM256	9
10	211000000	11.6	40.9	QAM256	10
11	219000000	11.7	40.4	QAM256	11
12	227000000	11.7	40.4	QAM256	12
13	235000000	11.8	40.9	QAM256	13
14	243000000	12.1	40.9	QAM256	14
15	251000000	12.1	40.4	QAM256	15
16	259000000	12.6	40.9	QAM256	16
17	267000000	12.4	40.9	QAM256	17
18	275000000	12.1	40.4	QAM256	18
19	283000000	11.5	40.4	QAM256	19
20	291000000	11.2	40.4	QAM256	20
21	299000000	11.2	40.4	QAM256	21
22	307000000	11	40.4	QAM256	22
23	315000000	10.7	40.4	QAM256	23
24	323000000	10.4	40.4	QAM256	24
25	331000000	10	40.4	QAM256	25
26	339000000	10.6	40.4	QAM256	26
27	347000000	10.9	40.4	QAM256	27
28	355000000	10.8	40.4	QAM256	28
29	363000000	10.9	40.4	QAM256	29
30	371000000	11.3	40.9	QAM256	30
31	379000000	11.1	40.4	QAM256	31

3.0 Downstream channels

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

1	Locked	40.366287	0	0
2	Locked	40.946209	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.946209	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.946209	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0

Upstream also looking much better with QAM 64 on all Channels instead of 16, 32 and 64 mixes, and none of the usual Timeouts.

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

1	30100000	44.3	5120 KSym/sec	QAM64	12
2	23600000	43.8	5120 KSym/sec	QAM64	13
3	36600000	44.3	5120 KSym/sec	QAM64	11
4	43100000	44.8	5120 KSym/sec	QAM64	10
5	49600000	44.8	5120 KSym/sec	QAM64	9

I really do hope it stays this way.