Showing results for 
Search instead for 
Did you mean: 

Packet loss

Joining in

Good afternoon, I’m not sure where else to write this, so I’ll post it on here and hope that someone can help. 


I am experiencing what appears to be packet loss on a regular basis for over a year now. I work from home so this regularly interrupts my connection to Citrix (it is particularly sensitive) but also all connections to various services in my house have intermittent interrupted connection. Citrix is the worst effected as it is now causing me hours of lost productivity a week as I’m having to recover documents on an almost daily basis. 

To cover the ‘blanket’ reply that VM always give - yes I have reset my superhub. It is now running in modem mode with my own router, but just to pre-empt again, I have used the superhub itself (without my router) and no change, no change if it’s used wired or wireless, superhub or not. An engineer has been out and given me a new superhub, no change. He also verified that my equipment was not faulty. Unfortunately the engineer had no knowledge of packet loss and therefore could not offer any further advice. As the packet loss is intermittent I cannot summon it quickly, and sometimes it can go an hour or two without issues, then others it’s every few minutes. 

I am at my wits end, this is costing me hours of frustration on a weekly basis, and is impacting my work. I have tried to contact VM via chat but the system simply doesn’t work, and there are astronomical wait times on the phone. I just need a stable internet connection to work with. 

Can someone please advise the next steps to ‘prove’ that I actually have an issue? VM seem to want to blame anything other than their connection. My setup runs flawlessly on other networks. Using WiFi at the office, and even tested on dozens of sites across the country using the same laptop there is no issue, even tethering to my mobile phone doesn’t get these drops, so it’s 100% my connection at home. Convincing someone at VM of this is the hard part!




Try this test on the laptop or computer's browser  ( i.e. not in the Citrix environment ).

HUB Signal Level Checks

Via connect to the Hub, do not login in, scroll down to "Check router status"

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

Thanks for that.

The cloudflare test reported a 19% packet loss on the first test, then had a few with 0%, then an 80% packet loss. Demonstrates the intermittent nature of the loss I suppose.

Downstream channels, a mixed bag, some are above 7, but all are under 10 (though some are 9.5 ad above). See below.

Upstream all are 47.8 to 49.8 dBmV. QAM 64 shown on all channels. Please see below.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13060000008.940QAM 25622
21380000006.438QAM 2561
31460000006.338QAM 2562
41540000006.438QAM 2563
51620000006.839QAM 2564
61700000006.738QAM 2565
71780000006.939QAM 2566
81860000006.739QAM 2567
91940000007.139QAM 2568
102020000006.839QAM 2569
11210000000739QAM 25610
122180000007.239QAM 25611
132260000007.239QAM 25612
142340000007.539QAM 25613
152420000007.339QAM 25614
162500000007.639QAM 25615
172580000007.439QAM 25616
182660000007.739QAM 25617
192740000007.839QAM 25618
202820000008.139QAM 25619
212900000008.640QAM 25620
222980000008.540QAM 25621
233140000008.540QAM 25623
24322000000940QAM 25624
253300000008.740QAM 25625
263380000009.240QAM 25626
273460000009.340QAM 25627
283540000009.340QAM 25628
293620000009.640QAM 25629
303700000009.140QAM 25630
313780000009.640QAM 25631

Downstream bonded channels

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

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000049.85120QAM 641
14310000049.55120QAM 642
23660000048.85120QAM 643
33010000048.55120QAM 644
42360000047.85120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts


To rule out some kind of internal issue, ping test against the VM Hub.

ping -n 100       ( the result should be 0% of pings lost on the internal LAN )

If there is ping loss, perform the same test but against the IP of your Router.

Very Insightful Person
Very Insightful Person

A BQM may be helpful/informative for this.

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


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Forum Team
Forum Team

Hi Hesta,

 Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have looked into this on our live system and its showing power level issues on your up and down stream channels, that will require a technician visit to resolve.  I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,