Packet loss

[DunPog]

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.

[DunPog]

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]

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]

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

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

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

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

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

33

Locked

27

-19.4

74602976

741477180

Here is my Downstream Status

3.0 Upstream channels

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

0

30100000

55.5

5120

QAM 64

4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0

ATDMA

0

0

0

0

3.1 Upstream channels

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

10

10.4

53.0

2K

QAM 256

3.1 Upstream channels

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

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.

[DunPog]

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

[Client62 · Accepted solution]

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.

[DunPog]

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]

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

[Tom_W1]

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