Packet Loss issues

[RM04]

Currently using Virgin Media Hub 3, with M250 Fibre Broadband, connected via ethernet. Every few days I have been experiencing packet loss issues that are very noticeable especially when gaming. I have checked my postcode using the automated phoneline and the app; there are apparently no issues.

I have just now set up a BQM so it will only have the past hour or so of data but here it is:

I have been getting the following network log issues:

• DHCP RENEW WARNING - Field invalid in response v4 option
• No Ranging Response received - T3 time-out
• RCS Partial Service
• SYNC Timing Synchronization failure - Loss of Sync

Downstream (maybe power issues?):

Upstream (32 qam?):

Real Speed Test:

If you have any solutions or need more information please ask. 
Thank you,

[Client62]

All Downstream power levels are far too high.  

All Upstream power levels are too low, and one channel is degraded to QAM 32.

Has a 10dB Wideband attenuator been removed from the connection to the Hub ?


Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

[RM04]

Hi, Thanks for replying 

not sure if this is what you are referring to?

 

thanks for the help

[Gareth_L]

Hello RM04/

Thanks for your post and welcome to our Community.

Sorry to hear about the packet loss.

Looking at your pictures I would say this is a self installation and the power levels need tweaking a bit.

I did run a test on your hub and can see both upstream and downstream levels are out.

It would need an engineer to attend, which I can arrange from here.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[RM04]

Hi Gareth_L,

I still haven't received a reply from you since Thursday. Please can someone else from the forum team take over this case or bump Gareth_L. I need to get this packet loss fixed as soon as possible.