cancel
Showing results for 
Search instead for 
Did you mean: 

High packet loss

douglascoper
Joining in

Hello, my connection keeps buffering or lagging due to high packet loss. I'm using ethernet, and I have 1GB connection. 
Monitor

 

My Broadband Ping - 1GB VM

 
douglascoper_0-1720105412411.png

 

9 REPLIES 9

Client62
Legend

The results from Realspeed are very odd. 

Is there a known fault in your street ?
Try the automated number 0800 561 0061 to find out.

douglascoper
Joining in

I gave a call and no faults.

legacy1
Alessandro Volta

@Client62 wrote:

The results from Realspeed are very odd. 


Odd? BQM is bad not too sure but I think downstream problem 

---------------------------------------------------------------

Client62
Legend

Check the VM Hub's Downstream tab, are there many & increasing Post RS / Uncorrected error counts.

douglascoper
Joining in
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000005.440QAM 25625
22110000008.740QAM 25610
32190000008.627QAM 25611
42270000008.30QAM 25612
5235000000840QAM 25613
62430000007.941QAM 25614
72510000007.440QAM 25615
82590000007.440QAM 25616
92670000007.340QAM 25617
10275000000740QAM 25618
112830000006.940QAM 25619
122910000006.640QAM 25620
132990000006.641QAM 25621
143070000006.440QAM 25622
153150000006.240QAM 25623
163230000005.840QAM 25624
173390000005.340QAM 25626
183470000004.940QAM 25627
193550000004.840QAM 25628
203630000004.940QAM 25629
213710000004.840QAM 25630
223790000005.140QAM 25631
233870000004.940QAM 25632
24395000000539QAM 25633
254030000004.841QAM 25634
264110000004.541QAM 25635
274190000004.640QAM 25636
284270000004.340QAM 25637
294350000004.141QAM 25638
304430000003.840QAM 25639
314510000003.640QAM 25640

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked4000
3Locked27124618591141653
4Locked0660172117
5Locked4030
6Locked4100
7Locked4000
8Locked4000
9Locked4000
10Locked4000
11Locked4000
12Locked4000
13Locked4100
14Locked4000
15Locked4000
16Locked4000
17Locked4000
18Locked4000
19Locked4000
20Locked4000
21Locked4000
22Locked4000
23Locked4000
24Locked3900
25Locked4100
26Locked4100
27Locked4000
28Locked4000
29Locked4100
30Locked4000
31Locked4000

3.1 Downstream channels

41944K1840QAM 40961108

3.1 Downstream channels

41Locked28-2.939818113151540

Client62
Legend

The Post RS Errors / Uncorrected Error are a concern, especially if the numbers are still increasing.

Might be worth checking the coax cables are undamaged and are secure at the Hub and at the Wall,
failing this it is an engineer job to resolve.

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked4000
3Locked27124618591141653
4Locked0660172117
5Locked4030

 

3.1 Downstream channels

41Locked28-2.939818113151540

Hi DouglasCoper, 

Thanks for your post and welcome back to our Community Forums 🙂
I am sorry you're having this problem with your connection, that is a dreadful BQM graph! Very odd indeed.

I can see from our side that you may have managed to get in contact with us about this recently, could you confirm if that's correct please?

If not and you're still looking to book an engineer visit we can do that 😁

Thanks,

Meg

douglascoper
Joining in

The engineer came today, replaced the hub without listening to the packet loss, and said I would get full speed in 24 hours. Now I can't even work from home.

Sorry to hear that the engineer didn't resolve the issue or support you on the packet loss concerns. 

We can see that you've since been in touch and have another engineer booked to investigate further, please do keep us posted with how you get on and we'll support further if needed. 

Here to help 🙂
Virgin Media Forums Agent
Carley