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Packet loss

DunPog
Tuning in

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.

DunPog_0-1722107942918.png

DunPog_3-1722108247962.png

DunPog_1-1722107999293.png

DunPog_2-1722108227042.png

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.

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Alessandro Volta

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.

See where this Helpful Answer was posted

8 REPLIES 8

DunPog
Tuning in

DunPog_0-1722115412170.png

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.

Client62
Alessandro Volta

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.

DunPog
Tuning in

DunPog_0-1722153649434.png

Here is the full screenshot of RealSpeed showing the bottom part.

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1306000000-10.338QAM 25622
2138000000-5.540QAM 2561
3146000000-640QAM 2562
4154000000-5.640QAM 2563
5162000000-5.238QAM 2564
6170000000-5.441QAM 2565
7178000000-641QAM 2566
8186000000-7.140QAM 2567
9194000000-6.540QAM 2568
10202000000-5.941QAM 2569
11210000000-6.840QAM 25610
12218000000-7.50QAM 25611
13226000000-7.732QAM 25612
14234000000-7.140QAM 25613
15242000000-7.140QAM 25614
16250000000-7.340QAM 25615
17258000000-7.140QAM 25616
18266000000-7.340QAM 25617
19274000000-7.740QAM 25618
20282000000-7.640QAM 25619
21290000000-8.340QAM 25620
22298000000-9.639QAM 25621
23314000000-10.338QAM 25623
24322000000-10.538QAM 25624
25330000000-1138QAM 25625
26338000000-11.138QAM 25626
27346000000-10.638QAM 25627
28354000000-10.439QAM 25628
29362000000-10.239QAM 25629
30370000000-1138QAM 25630
31378000000-11.138QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38413456271
2Locked4061256985737
3Locked4091489903
4Locked407785499
5Locked384981137
6Locked413070160
7Locked415983277
8Locked407437168
9Locked404421199
10Locked413869221
11Locked405478246
12Locked000
13Locked3213355148137
14Locked40313556
15Locked40205165
16Locked4048398103
17Locked40620988
18Locked403038179
19Locked4025152673
20Locked40132024470
21Locked4099581866
22Locked39108987855
23Locked38748062673
24Locked38114263039
25Locked38443404938
26Locked383750837166
27Locked384556835
28Locked39132947612
29Locked39898241428
30Locked3852648562
31Locked38646064105

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked27-19.474602976741477180

Here is my Downstream Status

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
03010000055.55120QAM 644

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1010.453.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
10OFDMA2087400000000

And here is my Upstream status.

DunPog_1-1722153815605.png

Finally, my broadband quality monitor which doesn't actually leak info like the one I blindly posted before.

Thank you.

Just called the number provided as well and apparently there are no faults in my area.

Client62
Alessandro Volta

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.

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.

Client62
Alessandro Volta

VM Customer Support are on 150 or 0345 454 1111 from a non-VM phone.

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

Tom_W