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danbeynon
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Major packet loss 24/7

  • Hi recently joined virgin media and from day 1 we had around 10% packet loss, then a technician came to the house and replaced the router saying it was the problem and it didn’t change anything. Some work was done in the area on broadband and now getting around 15% all day making online gaming incredibly dull, any help would be appreciated (bqm below)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9b903bd930b7f315b382f46f9c3cd1a202de3b8

 

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jbrennand
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Message 2 of 16
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Re: Major packet loss 24/7

What devices have you got connected to the Hub on ethernet cables?

Disconnect them all (overnight?) and let the BQM run and look to see if the red fringe disappears. If it does. Plug them back in one by one to identify one that is causing the issue.

If its still the same report back

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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danbeynon
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Re: Major packet loss 24/7

Hi, thanks for the response, I’ve already tried seeing whether the powerline system we have is causing the issue, but the packet loss is pretty consistent throughout the house (even when the ethernet cable is connected directly from a laptop to the router), it’s also present on wi-fi connections. This makes me think it’s a problem that’s not to do with our original hardware (from before we bought the VM package), and the fact that we got a router replacement recently makes me think it mustn’t be the router but something else instead - I have checked local issues and the website says it cannot see any network issues in the area so I’m really unsure what the problem could be 

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jbrennand
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Re: Major packet loss 24/7

Can you do the experiment I suggest. There have been a few threads this year where the red fringe was shown to be due to a bad ethernet cable, a faulty network switch or a NAS, etc

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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danbeynon
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Re: Major packet loss 24/7

Sure - will do. Cheers for the help

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danbeynon
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Re: Major packet loss 24/7

Had all ports (bar the power supply) empty and unfortunately there’s been no improvements at all so it must be something else 

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legacy1
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Message 7 of 16
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Re: Major packet loss 24/7

Likely a Docsis issue
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danbeynon
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Re: Major packet loss 24/7

So is there anything I can do or do I need to try and book a technician?

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Ilyas_Y
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Re: Major packet loss 24/7

Hey there @danbeynon, thanks for reaching out to us.

I'm sorry to hear about the issues you're having with the VM broadband.
I will check this for you and investigate further by sending a private message, watch out for the purple envelope 🙂

Kind regards.

Ilyas - Forum Team


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Ilyas_Y
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Re: Major packet loss 24/7

Thank you for chatting with us today.

As you have mentioned you have an appointment booked in the near future to sort this issue out.
Let us know how it goes 🙂

Kind regards.

Ilyas - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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