Virgin Media Community

[khumphrey]

I've been experiencing pretty terrible latency/packet loss since January. There has been several periods of respite but its back with a vengeance at the moment.

Equipment is a Superhub 2 running in modem mode and an Asus RTAX58u as a router. I have been running a BQM for several months with this configuration. I went back to using the just the Superhub, pin reset etc to check and there was no difference.

BQM 

any help would be much appreciated

[khumphrey]

This is the BQM now that its back to just the superhub. All cables checked. Surely this amount of packet loss suggests some kind of fault ?

BQM 

[khumphrey]

Is there anything I can do to diagnose further ?

This is getting on for half a month of barely useable internet connection, not the service I pay for, what is going on ?

[khumphrey]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bb3fe1885756ee084f668a55a61814de91... 

Same issues

Log is full of 

12/04/2022

14:42:45 GMT

84020200

Lost MDD Timeout

Downstream:

Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	1	138750000 Hz	256 QAM	3.8 dBmV	37.6 dB	12403578	73645
Locked	2	146750000 Hz	256 QAM	3.8 dBmV	37.6 dB	22857140	1722
Locked	3	154750000 Hz	256 QAM	3.6 dBmV	37.4 dB	5927782	1214
Locked	4	162750000 Hz	256 QAM	3.7 dBmV	35.8 dB	1604899686	490379912
Locked	5	170750000 Hz	256 QAM	3.6 dBmV	35.6 dB	1767403523	730105466
Locked	6	178750000 Hz	256 QAM	3.3 dBmV	36.6 dB	1207852949	123946500
Locked	7	186750000 Hz	256 QAM	3.0 dBmV	37.1 dB	680502640	1181947
Locked	8	194750000 Hz	256 QAM	2.9 dBmV	37.4 dB	29037057	632

Upstream:

Upstream ChannelsLock StatusChannel IDFrequencyModulationTx PowerModeChannel BandwidthSymbol

RateLocked532600000 HzATDMA40.0 dBmV64QAM6400000 Hz5120 Ksym/secLocked625800000 HzATDMA39.5 dBmV32QAM6400000 Hz5120 Ksym/secLocked439400000 HzATDMA40.0 dBmV64QAM6400000 Hz5120 Ksym/secLocked346200000 HzATDMA40.3 dBmV64QAM6400000 Hz5120 Ksym/sec

[Jodi_S]

Hi khumphrey,

A warm welcome and thanks for posting on our community forums. Sorry to see that you've currently been experiencing issues with intermittent latency and packet loss. We understand the frustration this issue causes.

Remotely looking from our end, we can see that there is a minor issue with your downstream power levels which may be causing this issue.

As you last posted on Tuesday, how have things been for the last couple of days. 

Kind regards Jodi. 

[khumphrey]

Booked an engineer who came and replaced the router and the connection between inside outside box.

Connection now seems much better and haven't had any issues since.

[Hayley_S]

Hello @khumphrey, 

Thanks for the update on this, I am glad this is now working better for you.

Let us know if you need any further help in the future.

Many thanks,