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Message 1 of 14
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Overnight Packet Loss

I'm having packet loss issues that start around 18:30 and get gradually worse overnight before resolving in the morning. As I often do gaming in the evening, it's a real pain!

Here's a BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ba333295f04999dd89c513e40de4d5e5be...

ba333295f04999dd89c513e40de4d5e5bea7ecc5.png

 

 

It's a return to an issue I had last year: https://community.virginmedia.com/t5/Networking-and-WiFi/Latency-packet-loss-loss-of-connection-3-ne...

After about 8 engineer visits the issue was resolved last time around. I then upgraded to the new hub and everything continued to be perfect for a couple of months. Just recently I've started having the issue again and it is getting worse every day.

Any help or advice greatly appreciated 😔

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

3

427000000

-0.700001

38.983261

QAM256

3

1

411000000

-0.900002

38.605377

QAM256

1

2

419000000

-0.900002

38.605377

QAM256

2

4

435000000

-0.500000

38.983261

QAM256

4

5

443000000

-0.400002

38.605377

QAM256

5

6

451000000

-0.299999

38.983261

QAM256

6

7

459000000

-0.500000

38.983261

QAM256

7

8

467000000

-0.299999

38.983261

QAM256

8

9

475000000

-0.400002

38.605377

QAM256

9

10

483000000

-0.200001

38.983261

QAM256

10

11

491000000

-0.299999

38.983261

QAM256

11

12

499000000

-0.299999

38.983261

QAM256

12

13

507000000

-0.500000

38.983261

QAM256

13

14

515000000

-0.400002

38.605377

QAM256

14

15

523000000

-0.299999

38.983261

QAM256

15

16

531000000

-0.400002

38.605377

QAM256

16

17

539000000

-0.400002

38.605377

QAM256

17

18

547000000

-0.799999

38.605377

QAM256

18

19

555000000

-0.599998

38.605377

QAM256

19

20

563000000

-0.700001

38.983261

QAM256

20

21

571000000

-0.799999

38.983261

QAM256

21

22

579000000

-0.700001

38.605377

QAM256

22

23

587000000

-0.700001

38.605377

QAM256

23

24

595000000

-0.500000

38.983261

QAM256

24

25

603000000

-0.299999

38.983261

QAM256

25

26

611000000

-0.200001

38.605377

QAM256

26

27

619000000

-0.200001

38.983261

QAM256

27

28

627000000

-0.099998

38.983261

QAM256

28

29

635000000

-0.200001

38.983261

QAM256

29

30

643000000

0.000000

38.983261

QAM256

30

31

651000000

-0.099998

38.983261

QAM256

31

 

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

3

Locked

0

0

0

1

Locked

291346664

0

0

2

Locked

286794358

0

0

4

Locked

284969840

0

0

5

Locked

285329537

0

0

6

Locked

285294551

0

0

7

Locked

285028694

0

0

8

Locked

4185016492

0

0

9

Locked

4183734887

0

0

10

Locked

4184231922

0

0

11

Locked

4183101157

0

0

12

Locked

4171171276

0

0

13

Locked

4169817478

0

0

14

Locked

4170964243

0

0

15

Locked

4170287211

0

0

16

Locked

4176509706

0

0

17

Locked

4176589114

0

0

18

Locked

4175713571

0

0

19

Locked

4175797827

0

0

20

Locked

4177142172

0

0

21

Locked

4177923678

0

0

22

Locked

4178141802

0

0

23

Locked

4176594329

0

0

24

Locked

379366073

0

0

25

Locked

378688464

0

0

26

Locked

379603416

0

0

27

Locked

378556105

0

0

28

Locked

376071345

0

0

29

Locked

376002698

0

0

30

Locked

376538521

0

0

31

Locked

3225380412

0

0

 

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

1.3

1780460789

35

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

33.520599

5120 KSym/sec

64QAM

1

2

39400000

33.020599

5120 KSym/sec

64QAM

4

3

46200000

33.020599

5120 KSym/sec

64QAM

3

4

53700000

33.520599

5120 KSym/sec

64QAM

2

 

 

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Alessandro Volta
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Message 2 of 14
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Re: Overnight Packet Loss

I reckon you have a bad WAN line.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

Your Upstream Power Levels are too low.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 14
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Re: Overnight Packet Loss

Hi Zythee, 

 

Thank you for your post and apologies for the delay in response. 

 

Sorry to see the problems you've been having. What I have done is booked a tech to come out and check this over. I have booked the nearest available date - if this is not convenient for you, you're able to re-schedule this through your online account. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Message 4 of 14
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Re: Overnight Packet Loss

Thanks Ryan, I've received confirmation of that through a text message as well. 🙂

Here's hoping we're able to find a good long term fix!

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Message 5 of 14
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Re: Overnight Packet Loss

Not a problem at all mate - please keep me posted 🙂 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Message 6 of 14
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Re: Overnight Packet Loss

Hello Ryan,

I had the engineer visit today. He left about an hour and a half ago. He couldn't find anything wrong with all my kit or connections.

As you can see, I'm still having issues immediately after he's gone, here's a snapshot:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2ad21f51f19d452d593943081df74ee16854ed2d-21-11-2020

 

He was able to see the packet loss, but as I understood it he is only allowed to try fixes if my kit fails the standard tests. The standard tests seem to be a speed test and a check that I'm connected, so even with packet loss I pass them ok.

Are you able to help me get a local manager to visit? As I understand it they might have the authority to do a more forensic test to determine the problem. I can't keep going on with this issue - all my online gaming is ruined and some of my VoIP calls are very poor quality despite the speed.

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Message 7 of 14
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Re: Overnight Packet Loss

Is this in modem mode or router mode?

Can you connect by wire a PC to the hub and change to modem mode and run CMD ping -n 200 194.168.4.100.
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Re: Overnight Packet Loss

Pinging 194.168.4.100 with 32 bytes of data:
Reply from 194.168.4.100: bytes=32 time=20ms TTL=61
Reply from 194.168.4.100: bytes=32 time=25ms TTL=61
Reply from 194.168.4.100: bytes=32 time=18ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=24ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=37ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=13ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=27ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=21ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=21ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=16ms TTL=61
Reply from 194.168.4.100: bytes=32 time=27ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=49ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=19ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=26ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=31ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=24ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=13ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=19ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=26ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=24ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=27ms TTL=61
Request timed out.
Request timed out.
Request timed out.
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=31ms TTL=61
Reply from 194.168.4.100: bytes=32 time=25ms TTL=61
Reply from 194.168.4.100: bytes=32 time=22ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=13ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=18ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=27ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=17ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=25ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=30ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=25ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=35ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=27ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=20ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=18ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61
Reply from 194.168.4.100: bytes=32 time=11ms TTL=61
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=23ms TTL=61

Ping statistics for 194.168.4.100:
Packets: Sent = 200, Received = 177, Lost = 23 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 49ms, Average = 13ms

 

What am I looking to find in this? The IP seems to be a DNS server?

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Alessandro Volta
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Message 9 of 14
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Re: Overnight Packet Loss


@Zythee wrote:

What am I looking to find in this? The IP seems to be a DNS server?


Yes its just a short hop ping test...whats odd is your TTL is 61 and not 62 which would seem to suggest you have your own router? are you testing with a PC/laptop to the hub in modem mode?   

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Message 10 of 14
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Re: Overnight Packet Loss

I'm connected with a PC via a cable. However, if I set the hub into modem mode all I can ping successfully is 192.168.100.1 . Your test dropped all packets. Do I need to make a change to any other configuration settings if I go into modem mode? I have changed back to router mode to connect to this website...

I'm getting about 70% packet loss right now.

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