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Dean_J_65
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Packet Loss & High Ping

Hi,

I've had virgin 1GB broadband for the past 6 months and it's worked almost flawlessly. I was very excited when I moved to get a full gig as I've lived in areas virgin wasn't available before. Since about two-three weeks ago I've been experiencing bad packet loss and high latency spikes. 

I initially thought this was my home system. I use Pfsense for a firewall and Unifi switch with for AP's as well as having my house fully wired for Cat6. I've done troubleshooting on the entire system including resets to be sure. I'm confident it's not my home network causing issues.

I've also reset the hub multiple times and even when I disconnect my entire system with the hub in full default mode the high packet loss and ping spikes still persist. These started at just peak times 8pm -11pm but i'm now getting them throughout the day and they seem to be getting worse.

I work from home via Remote desktop connection so internet speed isn't too important but ping and packet loss cause my VPN and remote connection to drop continually severely impacting my work.

I've seen on the virgin checker that at least twice it has reported issues in my area that have been "fixed" however none of these have ever even made the issue slightly better and mean that i've only managed to get through to a person when calling up once.

I've setup a BQM, below link, so you can see how bad it is. I've also pasted the logs from Pfsense showing how frequent the packet loss and ping can be (WAN ip adress hidden)

I really need this fixed ASAP else i'll need to get another ISP line to do my work which for the price we pay for the top speed line is just unacceptable.

I've also posted my upstream/ downstream tables which seem within the normal range to me?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f3556cb45f6759c609f6e2863ab59c2ab762d700

 

Jul 7 10:22:21dpinger62844WAN_DHCP IP ADRESS: Alarm latency 9036us stddev 5893us loss 21%
Jul 7 10:23:07dpinger62844WAN_DHCP IP ADRESS: Clear latency 8278us stddev 4060us loss 15%
Jul 7 10:39:28dpinger62844WAN_DHCPIP ADRESS Alarm latency 9176us stddev 4671us loss 21%
Jul 7 10:39:48dpinger62844WAN_DHCP IP ADRESS: Clear latency 9107us stddev 4377us loss 16%
Jul 7 10:41:37dpinger62844WAN_DHCP IP ADRESS: Alarm latency 9353us stddev 5467us loss 21%
Jul 7 10:42:46dpinger62844WAN_DHCP IP ADRESS: Clear latency 9447us stddev 4778us loss 13%
Jul 7 11:14:41dpinger62844WAN_DHCP IP ADRESS Alarm latency 8390us stddev 3755us loss 21%
Jul 7 11:15:37dpinger62844WAN_DHCP IP ADRESS: Clear latency 7472us stddev 1619us loss 12%
Jul 7 11:20:29dpinger62844WAN_DHCP IP ADRESS: Alarm latency 8276us stddev 3757us loss 21%
Jul 7 11:21:04dpinger62844WAN_DHCP IP ADRESS Clear latency 8265us stddev 4055us loss 13%
Jul 7 11:28:58dpinger62844WAN_DHCP IP ADRESS Alarm latency 7897us stddev 2608us loss 22%
Jul 7 11:30:16dpinger62844WAN_DHCP IP ADRESS: Clear latency 13467us stddev 20488us loss 6%
Jul 7 11:34:43dpinger62844WAN_DHCP IP ADRESS: Alarm latency 7143us stddev 1795us loss 21%

 

Jul 7 11:37:06dpinger94348send_interval 500ms loss_interval 2000ms time_period 60000ms report_interval 0ms data_len 1 alert_interval 1000ms latency_alarm 500ms loss_alarm 20% dest_addr IP ADRESS bind_addr IP ADRESS identifier "WAN_DHCP "

 

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

11390000005.30000338.983261QAM2561
21470000005.19999738.983261QAM2562
31550000005.09999838.983261QAM2563
41630000005.09999838.983261QAM2564
51710000004.90000238.983261QAM2565
61790000005.00000040.366287QAM2566
71870000005.09999840.366287QAM2567
81950000005.09999840.366287QAM2568
92030000004.90000240.366287QAM2569
102110000004.69999740.366287QAM25610
112190000004.30000340.366287QAM25611
122270000004.09999838.983261QAM25612
132350000004.09999838.983261QAM25613
142430000004.30000340.366287QAM25614
152510000004.40000238.983261QAM25615
162590000004.59999838.983261QAM25616
172670000004.80000340.366287QAM25617
182750000005.00000040.366287QAM25618
192830000005.19999740.946209QAM25619
202910000005.40000238.983261QAM25620
212990000005.30000338.983261QAM25621
223070000005.40000240.366287QAM25622
233150000005.50000040.946209QAM25623
243230000005.69999740.366287QAM25624
253310000006.00000040.366287QAM25625
263390000006.00000040.366287QAM25626
273470000006.09999840.366287QAM25627
283550000005.90000240.366287QAM25628
293630000005.69999740.946209QAM25629
303710000005.50000040.366287QAM25630
313790000005.19999740.366287QAM25631

hannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM4096

759

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

14620000047.7705995120 KSym/sec64QAM3
23940000047.2705995120 KSym/sec64QAM4
35370000047.7705995120 KSym/sec64QAM2
46030000048.7705995120 KSym/sec64QAM1

 

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jbrennand
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Re: Packet Loss & High Ping

Those stats look fine but you are missing the Down table of RS errors and the Up table of T1-4 errors - please post them too.

There is one other option, there have been many threads on here recently where similar BQM latency problems were eventually pinned down to a dodgy piece of connected kit. Bad connectors on ethernet cables and faulty network switches being high on the list of suspects

What I advised was... if you run the BQM for 24h to get a picture of the issues (you have done this) - and then unplug all the ethernet cable connections from the Hub and just let it run - overnight is best - then in the morning look at the BQM and see if it has cleaned up. If it has - plug the devices back in one at a time for an hour or two until the problem reappears and that should indicate where to look for what is causing the issues.

--------------------
John
--------------------

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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