New customer - HUGE Packet Loss

[wmanzione]

Hi,

this is my second day as VM customer, and it's not great.

Worked out today with support how to get my 500Mb as per contract, and it took just a hard reset of the Hub 4 to get the full bandwidth.

But it's been a couple of hours I'm seeing huge packet loss (between 25% and 30%)

Connectivity to Hub 4 is perfect, no loss at all.

I've setup a BQM here - the 2 huge spikes on the graph are hard reset of the Hub 4

And here the data from the Hub 4 - I do not understand most of it (!!!)
https://pastebin.com/Q3XPgfYg

Please help understanding what is the problem, as the service status page says it's all good.

Thanks in advance!

[Tudor · Accepted solution]

You have problems on two of the upstream channels, check if there is a local problem with the number below, the website does not cover local issues.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[wmanzione]

Thanks for your help.

Service Checker on the website says there's no issues on my area. Then checking the service, it detects an issue.

Seems like course of action is to wait other 22 hours if it fixes by itself and then in case an engineer will be called out.

Not a great start.

I wonder if this can be an issue on the cabling to the Hub 4 or the Hub 4 itself? Although until 6pm it was working perfectly, I was even playing shooting games online and I would have spotted any issue if that was the case.

[Alex_RM]

Hi wmanzione,

Thanks for posting and welcome to our community 🙂

Sorry to hear you've had some issues with your connection.

I've been able to locate your account using your forum information, and everything looks to be within the specifications we would expect from our side.

Are you experiencing the problem on both a wired and wireless connection?

Alex_Rm

[gary_dexter]

Two of the upstream channels have dropped to 16QAM and should be on 64QAM.

This could be the cause

[wmanzione]

Thanks for coming back to me.

It was all fixed during that night, at around 2:00am.

I'm keeping an eye on the BQM daily, but so far so good.

[Paulina_Z]

Hi @wmanzione,

Thank you for coming back to us about this issue! I'm glad to hear that your ongoing issue has been resolved.

Please keep an eye on your connection and keep us updated if you need any further assistance. We're happy to help.

Thank you.