on 27-07-2024 20:25
Hello,
I've been having packet loss issues for a while now and I have tried contacting Virgin Media via Whatsapp for support, but all that was able to be done was factory resetting the router, which did nothing.
I have used multiple programs to try and observe the packet loss and try to figure out whats causing it, and most of the time it seems to be related to ip addresses that end with "network.virginmedia.net". This was with programs such as PingPlotter and WinMTR.
I am using a wired connection to the router, and I've tested packet loss on other devices running on WiFi, they are very similar which is unusual considering wired should be better.
When running the service status checker that Virgin Media has it always prompts me saying that there is a problem, except there doesn't seem to really be a fix for it, since it always resorts to either a factory reset or a reboot, either of which do nothing.
Would appreciate any help or advice.
Thank you.
Answered! Go to Answer
on 28-07-2024 10:58
You need an engineer or this is a street cabinet fault that is yet to be reported.
Almost all the Downstream channels are below acceptable levels of power.
Only one 3.0 DOCSIS channel is connected - we normally see between four and six upstream channels.
on 27-07-2024 22:24
Thought I should also provide this, despite only starting it recently since I just found out about it, it also shows pretty clearly that there is an issue.
on 28-07-2024 07:21
If there a fault in your street ? Call 0800 561 0061 to find out.
Seeing only 36.4 Mb/s Downstream to the VM Hub should be the start of your focus.
The bottom of the Realspeed test is cropped off,
so we can not tell if 19.7Mb/s Hub Upstream is OK or is this low too ?
Check the Downstream / Upstream status tabs of the VM Hub for signal level or error issues.
on 28-07-2024 09:04
Here is the full screenshot of RealSpeed showing the bottom part.
3.0 Downstream channels
1 | 306000000 | -10.3 | 38 | QAM 256 | 22 |
2 | 138000000 | -5.5 | 40 | QAM 256 | 1 |
3 | 146000000 | -6 | 40 | QAM 256 | 2 |
4 | 154000000 | -5.6 | 40 | QAM 256 | 3 |
5 | 162000000 | -5.2 | 38 | QAM 256 | 4 |
6 | 170000000 | -5.4 | 41 | QAM 256 | 5 |
7 | 178000000 | -6 | 41 | QAM 256 | 6 |
8 | 186000000 | -7.1 | 40 | QAM 256 | 7 |
9 | 194000000 | -6.5 | 40 | QAM 256 | 8 |
10 | 202000000 | -5.9 | 41 | QAM 256 | 9 |
11 | 210000000 | -6.8 | 40 | QAM 256 | 10 |
12 | 218000000 | -7.5 | 0 | QAM 256 | 11 |
13 | 226000000 | -7.7 | 32 | QAM 256 | 12 |
14 | 234000000 | -7.1 | 40 | QAM 256 | 13 |
15 | 242000000 | -7.1 | 40 | QAM 256 | 14 |
16 | 250000000 | -7.3 | 40 | QAM 256 | 15 |
17 | 258000000 | -7.1 | 40 | QAM 256 | 16 |
18 | 266000000 | -7.3 | 40 | QAM 256 | 17 |
19 | 274000000 | -7.7 | 40 | QAM 256 | 18 |
20 | 282000000 | -7.6 | 40 | QAM 256 | 19 |
21 | 290000000 | -8.3 | 40 | QAM 256 | 20 |
22 | 298000000 | -9.6 | 39 | QAM 256 | 21 |
23 | 314000000 | -10.3 | 38 | QAM 256 | 23 |
24 | 322000000 | -10.5 | 38 | QAM 256 | 24 |
25 | 330000000 | -11 | 38 | QAM 256 | 25 |
26 | 338000000 | -11.1 | 38 | QAM 256 | 26 |
27 | 346000000 | -10.6 | 38 | QAM 256 | 27 |
28 | 354000000 | -10.4 | 39 | QAM 256 | 28 |
29 | 362000000 | -10.2 | 39 | QAM 256 | 29 |
30 | 370000000 | -11 | 38 | QAM 256 | 30 |
31 | 378000000 | -11.1 | 38 | QAM 256 | 31 |
3.0 Downstream channels
1 | Locked | 38 | 4134562 | 71 |
2 | Locked | 40 | 6125698 | 5737 |
3 | Locked | 40 | 91489 | 903 |
4 | Locked | 40 | 7785 | 499 |
5 | Locked | 38 | 4981 | 137 |
6 | Locked | 41 | 3070 | 160 |
7 | Locked | 41 | 5983 | 277 |
8 | Locked | 40 | 7437 | 168 |
9 | Locked | 40 | 4421 | 199 |
10 | Locked | 41 | 3869 | 221 |
11 | Locked | 40 | 5478 | 246 |
12 | Locked | 0 | 0 | 0 |
13 | Locked | 32 | 13355148 | 137 |
14 | Locked | 40 | 3135 | 56 |
15 | Locked | 40 | 2051 | 65 |
16 | Locked | 40 | 48398 | 103 |
17 | Locked | 40 | 6209 | 88 |
18 | Locked | 40 | 3038 | 179 |
19 | Locked | 40 | 251526 | 73 |
20 | Locked | 40 | 1320244 | 70 |
21 | Locked | 40 | 995818 | 66 |
22 | Locked | 39 | 1089878 | 55 |
23 | Locked | 38 | 7480626 | 73 |
24 | Locked | 38 | 1142630 | 39 |
25 | Locked | 38 | 4434049 | 38 |
26 | Locked | 38 | 3750837 | 166 |
27 | Locked | 38 | 45568 | 35 |
28 | Locked | 39 | 1329476 | 12 |
29 | Locked | 39 | 8982414 | 28 |
30 | Locked | 38 | 5264856 | 2 |
31 | Locked | 38 | 64606 | 4105 |
3.1 Downstream channels
33 | 94 | 4K | 1840 | QAM 4096 | 1108 |
3.1 Downstream channels
33 | Locked | 27 | -19.4 | 74602976 | 741477180 |
Here is my Downstream Status
3.0 Upstream channels
0 | 30100000 | 55.5 | 5120 | QAM 64 | 4 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 0 | 0 |
3.1 Upstream channels
10 | 10.4 | 53.0 | 2K | QAM 256 |
3.1 Upstream channels
10 | OFDMA | 208 | 74000000 | 0 | 0 |
And here is my Upstream status.
Finally, my broadband quality monitor which doesn't actually leak info like the one I blindly posted before.
Thank you.
on 28-07-2024 09:32
Just called the number provided as well and apparently there are no faults in my area.
on 28-07-2024 10:58
You need an engineer or this is a street cabinet fault that is yet to be reported.
Almost all the Downstream channels are below acceptable levels of power.
Only one 3.0 DOCSIS channel is connected - we normally see between four and six upstream channels.
on 28-07-2024 11:10
Thank you Client62, I'm not sure how I would go about getting an engineer to perform a check. If there is a number I could call or any other method would be appreciated.
on 28-07-2024 11:26
VM Customer Support are on 150 or 0345 454 1111 from a non-VM phone.
on 30-07-2024 11:38
Hi @DunPog thanks for your post here in the Community although we're sorry to hear of your concerns raised.
We can see since you've contacted us on here, you've received help via other means which is great news.
If you still need support though please don't hesitate to reach out.
Many thanks