Menu
Reply
qwebfed
  • 7
  • 0
  • 0
Joining in
236 Views
Message 1 of 9
Flag for a moderator

Intermittent internet - Packet loss spikes

For months now almost every day our internet cuts out for 2-10 mins at a time despite saying we are all still connected. It is an inconvenience that we just put up with but it’s been getting more and more frustrating.

I finally decided to set up a broadband quality monitor and what is happening is big spikes of packet loss at the times when we lose connection.

205EAF2B-2A7E-4B12-BDA0-17C7585028AA.png

Since we have been having problems we have upgraded to the Virgin super hub 3 as well as had another router professionally installed that is separate to the hub 3 but the problem is still here.

When the cutouts happen every device in the house is disconnected whether it’s using Wi-Fi or ethernet and no matter what router you are connected to.

Sometimes when you check the local area for problem there is something an engineer on the way to fix but 99% of the time we have these problems Virgin says are area is working fine.

These packet loss spikes happen whether or not anybody is using our internet even in the middle of the night when everybody is asleep.

Because we have the 2 routers set up and both cut out at the same time I can only assume that the problem happens somewhere outside of my house but Virgin never acknowledged that as a potential cause, every time we call they give us some vague response just telling us to turn our router on and off which does nothing.

Also by checking on the local facebook page many people in our are also say they have trouble with Virgin but i can’t say if their problem is the same as mine.

If anyone knows what the problem is or whether it’s a bigger problem that virgin won’t address you’re help would be much appreciated.

0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
209 Views
Message 2 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

The widespread and justified moaning about VM is often due to a problem termed "over-utilisation", your BQM confirms that DOESN'T affect your connection.  You've got something unique.

You say you've got two routers - the one downstream of the VM must be in access point (or bridge) mode, otherwise that can create all manner of weird problems.  You need to check that, don't rely on "professionally installed".   If you don't know how, then turn the second router off for 24 hours, see if the problem continues.

Next check I suggest is you connect to the VM hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text (not screenshots).  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
qwebfed
  • 7
  • 0
  • 0
Joining in
164 Views
Message 3 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

Thanks for the reply, I will try not using the second router for a day and see if that resolves any issues.

Downstream bonded channels

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

1402750000336256 qam30
22027500005.536256 qam9
32107500005.536256 qam10
42187500005.336256 qam11
52267500004.535256 qam12
6234750000435256 qam13
72427500003.535256 qam14
82507500003.735256 qam15
92587500004.535256 qam16
102667500005.135256 qam17
112747500005.435256 qam18
122827500005.436256 qam19
132907500005.435256 qam20
142987500005.535256 qam21
153067500005.936256 qam22
163147500006.436256 qam23
173227500006.536256 qam24
183307500006.536256 qam25
193707500005.336256 qam26
203787500004.636256 qam27
21386750000436256 qam28
223947500003.436256 qam29
234107500003.236256 qam31
244187500003.536256 qam32



Downstream bonded channels

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

1Locked36.3110
2Locked36.3110
3Locked36.3130
4Locked36.6120
5Locked35.590
6Locked35.7310
7Locked35.7300
8Locked35.7330
9Locked35.7240
10Locked35.5270
11Locked35.7170
12Locked36.3160
13Locked35.7220
14Locked35.5220
15Locked36.3160
16Locked36.6100
17Locked36.6100
18Locked36.6170
19Locked36.320
20Locked36.390
21Locked36.3150
22Locked36.3110
23Locked36.3140
24Locked36.6190

 

Upstream bonded channels

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

13940000035.5512064 qam6
22580000035512064 qam8
33260000035512064 qam7
44620000036.3512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0060
3ATDMA0020
4ATDMA0010

 

 

0 Kudos
Reply
qwebfed
  • 7
  • 0
  • 0
Joining in
163 Views
Message 4 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

Network Log

Time Priority Description

01/01/1970 00:39:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:39:3criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:2criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:35:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:35:0criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:4criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:32:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:30:21criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:29:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:28:27criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:25:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:25:42criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:24:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:24:0criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:21:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:21:27criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:18:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:18:21criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
109 Views
Message 5 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

Formally all power noise and error levels are within limits.  I'm a bit sceptical of some of those limits, and your downstream SNR is a bit close to the borderline for my liking, and your upstream power levels are close to the bottom of the accepted range, but according to VM's sketchy guidance they are supposedly OK.  But something may be affecting your line, because your hub is failing to pick up Time of Day from the network, and is full of T3 timeouts.  

Let us known if having the second router turned off makes any difference.  If it doesn't then I'll flag for staff to comment.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

qwebfed
  • 7
  • 0
  • 0
Joining in
86 Views
Message 6 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

Unfortunately turning the second router off hasn’t seemed to make a difference, the amount of packet loss seemed about the same.

Another post was made on the local facebook about virgin media yesterday and about 6 or so other people from our road and the adjacent one said they’ve been having problems for weeks now, so i wonder if there may be a larger problem in our area that virgin hasn’t disclosed.

I guess an engineer may have to come down and look around if it’s just mine or something they don’t know about yet.

Thank you for taking the time to answer back to me, it’s much appreciated

0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
75 Views
Message 7 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

OK, I've marked your post for staff to advise.  Could be an area fault from what you say, if so there should be a reference and fix date.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
qwebfed
  • 7
  • 0
  • 0
Joining in
46 Views
Message 8 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

For if any Virgin media employees join,

By the looks of it loads of virgin media customers in my area have the same problem as me, and you don’t even tell us there is a problem. someone has even started a petition to get you to acknowledge that you need to come down and fix something.

How can we get an engineer to fix the obvious problem in our area without you just telling us there is nothing wrong over the phone?

For weeks now everyone in our area has been reporting problems but you just play it off like nothing is wrong, we should not be unable to use the internet for 1/4 of the day!

 

 

0 Kudos
Reply
Zak_M
  • 2.31K
  • 144
  • 231
Forum Team
Forum Team
18 Views
Message 9 of 9
Flag for a moderator

Re: Intermittent internet - Packet loss spikes

Good morning @qwebfed

 

Welcome back to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband services. 

 

I am going to need to take a closer look into this for you. 

 

In order to get the information I will need to drop you a PM, you are able to find this via the purple envelope on the top right of the screen. 

 

Kind regards,

Zak_M 

0 Kudos
Reply