Menu
Reply
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
373 Views
Message 1 of 25
Flag for a moderator

Packet loss in the evening

Hi. I'm having exactly the same issue with my services. I'm also on the gig1 connection. It worked fine for a while, but every evening around 8pm, I randomly start losing connection with packet loss. I spoke to someone at faults. The call handler said that an engineer would come out, but no one visited. I know the issue is not on my side - This is definitely an outage problem at Virgin Media's end. Can you please please look into this matter urgently. Thank you!

0 Kudos
Reply
jbrennand
  • 34.48K
  • 3.36K
  • 6.56K
Very Insightful Person
Very Insightful Person
332 Views
Message 2 of 25
Flag for a moderator

Re: Packet loss in the evening

do this...
__________

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.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log i just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data 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
Also, 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

--------------------
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.
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
327 Views
Message 3 of 25
Flag for a moderator

Re: Packet loss in the evening

Hi jbrennand,

Thanks so much for helping me.  I wasn't sure which 2 tables from the downstream you were referring to, so I've posted everything and will need to do 2 posts due to the characters exceeding.  Unfortunately, I don't know why, but the Network Log is showing a blank page:

vmuser4321_0-1669225684560.png

 

3.0 Downstream channels

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

41630000004.235.6QAM2564
1139000000535.6QAM2561
21470000004.835.8QAM2562
31550000004.935.8QAM2563
51710000003.835.6QAM2565
61790000003.435.6QAM2566
71870000003.435.8QAM2567
81950000003.135.8QAM2568
92030000002.835.8QAM2569
102110000002.635.6QAM25610
112190000002.935.8QAM25611
122270000002.735.8QAM25612
132350000002.735.8QAM25613
142430000002.635.6QAM25614
152510000002.535.1QAM25615
162590000002.835.8QAM25616
172670000002.536.4QAM25617
182750000002.135.8QAM25618
192830000002.135.8QAM25619
20291000000235.8QAM25620
212990000001.835.6QAM25621
223070000001.335.6QAM25622
233150000000.935.6QAM25623
243230000000.435.6QAM25624
253310000000.234.9QAM25625
263390000000.435.1QAM25626
273470000000.135.1QAM25627
28355000000034.9QAM25628
29363000000034.9QAM25629
30371000000-0.335.1QAM25630
31379000000-0.534.5QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

4Locked35.59507800
1Locked35.59507810
2Locked35.77991100
3Locked35.77991100
5Locked35.59507810
6Locked35.59507800
7Locked35.77991100
8Locked35.77991120
9Locked35.77991130
10Locked35.59507850
11Locked35.77991120
12Locked35.77991100
13Locked35.77991100
14Locked35.59507840
15Locked35.08354960
16Locked35.77991100
17Locked36.38689000
18Locked35.77991100
19Locked35.77991120
20Locked35.77991110
21Locked35.59507820
22Locked35.59507840
23Locked35.59507810
24Locked35.59507820
25Locked34.92561060
26Locked35.08354950
27Locked35.08354940
28Locked34.92561080
29Locked34.92561070
30Locked35.083549280
31Locked34.483570550



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM2048759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked35-8.91378390000
0 Kudos
Reply
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
325 Views
Message 4 of 25
Flag for a moderator

Re: Packet loss in the evening

3.0 Upstream channels

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

123600000445120 KSym/sec64QAM13
230100000455120 KSym/sec64QAM12
336600000465120 KSym/sec64QAM11
44310000046.55120 KSym/sec64QAM10
54960000047.55120 KSym/sec64QAM9



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1410.041.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20053.900
0 Kudos
Reply
jbrennand
  • 34.48K
  • 3.36K
  • 6.56K
Very Insightful Person
Very Insightful Person
315 Views
Message 5 of 25
Flag for a moderator

Re: Packet loss in the evening

Post up the logs and a link to the BQM

--------------------
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.
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
311 Views
Message 6 of 25
Flag for a moderator

Re: Packet loss in the evening

I've set BQM up and will let it run till either later tonight or tomorrow. Will keep you posted.

Thank you for all your help.
0 Kudos
Reply
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
300 Views
Message 7 of 25
Flag for a moderator

Re: Packet loss in the evening

Well it didn't take long - I had a short loss of connection at between 7-8pm (see graph below).  I will keep you posted, although I'm assuming by sharing the graph you can see it live anyway.  Let me know your thoughts.  Thanks.

EDIT: Just lost connection again whilst typing this post (at approx 9:07pm)

My Broadband Ping - VM-Gig1

 

0 Kudos
Reply
jbrennand
  • 34.48K
  • 3.36K
  • 6.56K
Very Insightful Person
Very Insightful Person
281 Views
Message 8 of 25
Flag for a moderator

Re: Packet loss in the evening

Are you in normal router mode - or modem mode?

What devices do you have connected to the Hub on ethernet cables ?

--------------------
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.
vmuser4321
  • 24
  • 0
  • 0
On our wavelength
247 Views
Message 9 of 25
Flag for a moderator

Re: Packet loss in the evening

I'm in normal router mode.

I have the following devices connected on ethernet cables:-
1. Asus RT-AX82U router
2. PC
3. 1 x Smart TV (Note: This is switched off when the packet losses happen)
4. 1 Nvidia Shield (Note: This is switched off when the packet losses happen)

Just to be clear, these devices have always been connected since I took out my Gig1 service with Virgin Media. We didn't have any issues for a while. The issue of packet loss/disconnection started happening only a couple of weeks ago and once when I checked the Virgin Media status, it said there were some sort of outage issues around my area, so I think just like the OP who started this thread, my feeling is that my issues are not related to my devices, but are external.
0 Kudos
Reply
jbrennand
  • 34.48K
  • 3.36K
  • 6.56K
Very Insightful Person
Very Insightful Person
233 Views
Message 10 of 25
Flag for a moderator

Re: Packet loss in the evening

Have you checked for faults in your area - as below?

Reason I asked is that devices and ethernet cables can and do fail with time. This can cause the kind of BQM you are seeing - there are several examples on here. Cables can break of the wires in the connector or get cross-talk - this can happen at any time - so fine yesterday - not today.
______________________________

Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.


--------------------
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.