Packet loss and intermittent connection issues

[airz5]

Hi all, Been having intermittent connectivity issues since last Thursday after a 1Gig upgrade. When I go to service status it states there are no problems in my postcode. If I click on the "Test your connection" button it comes back saying "looks like there are issues in your postcode affecting your services".

I'm confused how there can both be no problems in my postcode while also being issues affecting services at my postcode??????

It says there are technicians on the case but not seen any improvements and every time I go back to service status it says no issues in your postcode.

For info it's a Hub 4 in modem mode with a SophosXG FW behind it.

See below BQM as well as power levels etc.

3.0 Downstream channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
26	339000000	-5.8	37.4	QAM256	26
1	139000000	-1.4	38.6	QAM256	1
2	147000000	-1.7	38.6	QAM256	2
3	155000000	-1.8	39.0	QAM256	3
4	163000000	-2.3	38.6	QAM256	4
5	171000000	-3.1	38.6	QAM256	5
6	179000000	-3.5	38.6	QAM256	6
7	187000000	-3.5	39.0	QAM256	7
8	195000000	-3.7	38.6	QAM256	8
9	203000000	-3.8	38.6	QAM256	9
10	211000000	-3.8	38.6	QAM256	10
11	219000000	-3.9	39.0	QAM256	11
12	227000000	-3.9	39.0	QAM256	12
13	235000000	-3.9	39.0	QAM256	13
14	243000000	-3.9	38.6	QAM256	14
15	251000000	-4.1	38.6	QAM256	15
16	259000000	-4.1	37.6	QAM256	16
17	267000000	-4.3	37.6	QAM256	17
18	275000000	-4.4	38.6	QAM256	18
19	283000000	-4.4	39.0	QAM256	19
20	291000000	-4.3	37.6	QAM256	20
21	299000000	-4.3	37.6	QAM256	21
22	307000000	-4.9	37.6	QAM256	22
23	315000000	-5.1	37.4	QAM256	23
24	323000000	-5.4	37.4	QAM256	24
25	331000000	-5.4	37.6	QAM256	25
27	347000000	-6.0	36.6	QAM256	27
28	355000000	-6.4	36.6	QAM256	28
29	363000000	-6.5	36.4	QAM256	29
30	371000000	-6.5	36.6	QAM256	30
31	379000000	-6.5	37.4	QAM256	31

[airz5]

3.0 Downstream channels
Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
26	Locked	37.4	9	0
1	Locked	38.6	0	0
2	Locked	38.6	0	0
3	Locked	39.0	0	0
4	Locked	38.6	0	0
5	Locked	38.6	0	0
6	Locked	38.6	0	0
7	Locked	39.0	0	0
8	Locked	38.6	0	0
9	Locked	38.6	0	0
10	Locked	38.6	0	0
11	Locked	39.0	0	0
12	Locked	39.0	0	0
13	Locked	39.0	0	0
14	Locked	38.6	0	0
15	Locked	38.6	0	0
16	Locked	37.6	0	0
17	Locked	37.6	0	0
18	Locked	38.6	0	0
19	Locked	39.0	0	0
20	Locked	37.6	0	0
21	Locked	37.6	0	0
22	Locked	37.6	0	0
23	Locked	37.4	0	0
24	Locked	37.4	0	0
25	Locked	37.6	1	0
27	Locked	36.6	43	0
28	Locked	36.6	146	0
29	Locked	36.4	162	0
30	Locked	36.6	149	0
31	Locked	37.4	84	0
3.1 Downstream channels
Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
33	96	4K	1880	QAM4096	424
3.1 Downstream channels
Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
33	Locked	39	-6.7	3115608293	7

3.0 Upstream channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	51.3	5120 KSym/sec	64QAM	1
2	43100000	51.0	5120 KSym/sec	64QAM	2
3	23600000	51.3	5120 KSym/sec	16QAM	5
4	36600000	51.3	5120 KSym/sec	32QAM	3
5	30100000	51.0	5120 KSym/sec	32QAM	4
3.0 Upstream channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	117	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	1	0
3.1 Upstream channels
Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
12	10.4	47	2K	QAM8
3.1 Upstream channels
Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
12	OFDMA	208	53.4	0	0

[carl_pearce]

Power and upstream QAM levels all over the place.

It does look like a local outage.

[airz5]

So I guess the $64,000 dollar question is are they actually looking at it given the conflicting info their service status is telling me? 

[Reece_MH]

Hi airz5,

Thanks for posting, and welcome back to our Community Forums!

I'm sorry to hear you're experiencing issues with your Broadband service. Our Service Status page only shows large wide-scale outages during the first check. When clicking the "Test my connection" button, this checks things down to a property level.

I've taken a look on our side, and can see you're affected by the following, known issue:

Fault Description: SNR (Signal-To-Noise) - You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then
Fault Reference: F010408503 
Estimated Fix Time: 26 JAN 2023 18:00

I'm very sorry for any inconvenience caused by this problem and rest assured, we're working as hard as possible to get this resolved.

Cheers,

[airz5]

Thanks for that Reece but are there any further updates to this issue? This has been going on for about a month at this point. It would be nice if the status page we have access to gave similar information to the above you posted. All I still get is that there is a fault and technicians are working on it.

[disrupted]

This is exactly what I have been having for more than a week. At the very same time VM service status page can say one thing (not matching reality), the status check phone line says another thing (contradicting the website), and you can get messages from the app that contradict both.

Then you phone N times, and the so-called fault team person is telling you made-up porkies that contradict all router logs, all BQM graphs collected over days.

Then you get a message that everything is fixed. Then it continues to be atrocious for days and days after that. 

I have been doing this cycle now since 30 Jan and getting nowhere... I cannot understand how 2-3 different access methods to the same status check system can tell completely different and nonsensical status when it is disconnecting with sync losses, critical partial service, and bursts of total packet losses on the BQM snapshots. 

[Steven_L]

Thanks for coming back to us airz5, I have looked into this for you and can confirm that there is an SNR issue in your area, this has been logged under reference F010408503 and the current estimated fix time for this is Wednesday 15th February at 1pm. 

We are unable to provide any further information about the fault as we don't have access to the more in-depth details of the issues. 

I will also pass on your feedback about the service status page to the concerned teams. 

Kind Regards,

Steven_L