Packet Loss & Upload Speed Issues

[superj3za]

Hi all,

Recently over the past week and a half, I've noticed a substantial amount of upload packet loss while gaming, upwards of 60%, seems to be more prominent during the evenings. My computer is connected to the router via powerline adapter, however I have tested the connection on a computer directly connected via ethernet, still the same issues arise. 

Additionally, the other day I ran a couple speed tests, my average upload is anywhere between 4-6 mbps usually, however one evening, it was persistently below 0.2mbps on all devices, regardless how they were connected the router.

I've tried rebooting my router however the issues are still there.

Is there anyway I can resolve this? It's so frustrating 

Cheers,

Nathan

[jbrennand]

Can you do this...
________________

Then, Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[legacy1]

For checking by wire (not powerline)
https://devicetests.com/packet-loss-test
set Network Packet Size, Sending Frequency and Test Length to MAX with Maximum Delay Between Packets to 1ms
this will show if it downstream or upstream

[Ayisha_B]

Hi @superj3za,

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you've been having some issues with your service.

I have taken a look at our systems and can see currently there is a Signal to Noise Ratio (SNR) outage impacting your area.

The estimated time of fix is 17 MAY 2022 09:55.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.

We are sorry and our engineers are working hard to resolve this for you.