on 26-08-2022 11:10
Over the past few weeks packet loss has really become an issue. I WFH and log in with PCoIP so the latency is a real issue with huge lag making it frustrating and slow to work. Below is a link to my think broadband monitor.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/cd0c952dfd250ac1652e3e21cab7d80470f23d9a-26-08-2022
If I look through previous days of the monitor, the packet loss started on the 1st Aug and has continued to get worse. Can someone take a look and let me know what can be done to resolve this?
Regards
David
on 26-08-2022 14:55
on 26-08-2022 16:30
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | -3.7 | 38 | 256 qam | 25 |
2 | 234750000 | -5.7 | 37 | 256 qam | 13 |
3 | 242750000 | -6.9 | 37 | 256 qam | 14 |
4 | 250750000 | -7 | 37 | 256 qam | 15 |
5 | 258750000 | -6 | 37 | 256 qam | 16 |
6 | 266750000 | -5 | 37 | 256 qam | 17 |
7 | 274750000 | -4.7 | 38 | 256 qam | 18 |
8 | 282750000 | -4.7 | 38 | 256 qam | 19 |
9 | 290750000 | -4.7 | 38 | 256 qam | 20 |
10 | 298750000 | -4.5 | 38 | 256 qam | 21 |
11 | 306750000 | -4.2 | 38 | 256 qam | 22 |
12 | 314750000 | -3.7 | 38 | 256 qam | 23 |
13 | 322750000 | -3.7 | 38 | 256 qam | 24 |
14 | 338750000 | -4.2 | 38 | 256 qam | 26 |
15 | 346750000 | -4.5 | 38 | 256 qam | 27 |
16 | 354750000 | -4.7 | 38 | 256 qam | 28 |
17 | 362750000 | -5.2 | 38 | 256 qam | 29 |
18 | 370750000 | -6 | 37 | 256 qam | 30 |
19 | 378750000 | -6.7 | 37 | 256 qam | 31 |
20 | 386750000 | -6.7 | 38 | 256 qam | 32 |
21 | 394750000 | -6.5 | 38 | 256 qam | 33 |
22 | 402750000 | -6.4 | 38 | 256 qam | 34 |
23 | 410750000 | -6.2 | 38 | 256 qam | 35 |
24 | 418750000 | -5.9 | 38 | 256 qam | 36 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 27 | 0 |
2 | Locked | 37.6 | 166 | 7 |
3 | Locked | 37.3 | 240 | 0 |
4 | Locked | 37.3 | 283 | 0 |
5 | Locked | 37.3 | 104 | 0 |
6 | Locked | 37.6 | 33 | 0 |
7 | Locked | 38.6 | 16 | 0 |
8 | Locked | 38.6 | 16 | 0 |
9 | Locked | 38.6 | 14 | 0 |
10 | Locked | 38.6 | 17 | 0 |
11 | Locked | 38.9 | 14 | 0 |
12 | Locked | 38.6 | 21 | 0 |
13 | Locked | 38.9 | 27 | 0 |
14 | Locked | 38.6 | 29 | 0 |
15 | Locked | 38.6 | 10 | 0 |
16 | Locked | 38.6 | 14 | 0 |
17 | Locked | 38.6 | 11 | 0 |
18 | Locked | 37.6 | 20 | 0 |
19 | Locked | 37.6 | 13 | 0 |
20 | Locked | 38.6 | 23 | 0 |
21 | Locked | 38.9 | 23 | 0 |
22 | Locked | 38.6 | 13 | 0 |
23 | Locked | 38.6 | 18 | 0 |
24 | Locked | 38.6 | 7 | 0 |
on 26-08-2022 16:30
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 36600000 | 49.5 | 5120 | 64 qam | 3 |
2 | 23600000 | 48 | 5120 | 32 qam | 5 |
3 | 30100000 | 49.5 | 5120 | 64 qam | 4 |
4 | 43099998 | 51 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 26-08-2022 16:36
Time Priority Description
26/08/2022 15:22:30 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:09:4 | Warning! | Auth Reject - No Information;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:06:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:06:33 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:06:13 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:06:13 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:53 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:53 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:33 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:33 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:15 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:15 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 11:05:4 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
26/08/2022 08:51:17 | notice | NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:45 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:45 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:25 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:25 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:5 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/08/2022 22:19:5 | critical | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 26-08-2022 16:37
Thanks for replying John, here are the requested details.
on 26-08-2022 16:46
on 26-08-2022 17:35
First check all your connections are tight, those figures basically mean a very bad signal is being received then:
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 although this only covers large outages.
VM will not dispatch any technicians while an area fault exists.
If no faults found:
Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 26-08-2022 18:23
Thank you both for the replies, very informative. Really appreciated.
on 29-08-2022 12:30
Hi @dms013,
Welcome back to our community forums and sorry to hear you have been having service issues. We can understand the frustration caused and we want to best help. I have had a look into your account and can see there is currently an SNR outage that may be affecting your service. Our engineers have been made aware and are currently working to resolve this. The current estimated fix time is 01 SEP 2022 09:00. Please bear with us in the meantime and let us know if the issue persists after the given time.
Thanks,