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Serious packet loss and outages.

Hi all,

For about a week now we have been having some serious packet loss or serious ms spikes.  We have done a reset on the router, used it in modem and normal mode, but nothing seems to resolve it.  

Pinging www.virginmedia.co.uk [213.105.9.41] with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 213.105.9.41: bytes=32 time=17ms TTL=247
Reply from 213.105.9.41: bytes=32 time=18ms TTL=247

Ping statistics for 213.105.9.41:
    Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 18ms, Average = 17ms

Even trace routes are bad.

Tracing route to www.virginmedia.co.uk [213.105.9.41]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *        *       21 ms  manc-core-2b-xe-011-0.network.virginmedia.net [62.255.148.121]
  4     *        *        *     Request timed out.
  5    33 ms    18 ms    20 ms  know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
  6    20 ms    20 ms    13 ms  41.9-105-213.static.virginmediabusiness.co.uk [213.105.9.41]


Tracing route to www.virginmedia.co.uk [213.105.9.41]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3   466 ms     *        *     manc-core-2b-xe-011-0.network.virginmedia.net [62.255.148.121]
  4     *        *        *     Request timed out.
  5    26 ms    15 ms    18 ms  know-dclcore-1a-port-channel1.network.virginmedia.net [62.254.85.18]
  6    37 ms    16 ms    15 ms  41.9-105-213.static.virginmediabusiness.co.uk [213.105.9.41]

I know that if I call support, they will just say it's working as we are getting the internet.  Can anyone help?

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Alessandro Volta
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Message 2 of 8
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Re: Serious packet loss and outages.

What are your hub stats like?
Post the Network, Upstream and Downstream logs

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Message 3 of 8
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Re: Serious packet loss and outages.

Download bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	258750000	-7.2	37	256 qam	16
2	266750000	-7	37	256 qam	17
3	274750000	-7.4	37	256 qam	18
4	282750000	-7.2	37	256 qam	19
5	290750000	-7.4	37	256 qam	20
6	298750000	-7.4	37	256 qam	21
7	306750000	-7.5	37	256 qam	22
8	314750000	-7.4	36	256 qam	23
9	322750000	-7.5	36	256 qam	24
10	330750000	-7.5	36	256 qam	25
11	370750000	-8	35	256 qam	26
12	378750000	-8	35	256 qam	27
13	386750000	-8.2	35	256 qam	28
14	394750000	-7.9	35	256 qam	29
15	402750000	-7.7	35	256 qam	30
16	410750000	-7.4	35	256 qam	31
17	418750000	-7.4	36	256 qam	32
18	426750000	-7.5	36	256 qam	33
19	434750000	-8	35	256 qam	34
20	442750000	-7.9	36	256 qam	35
21	450750000	-7.9	35	256 qam	36
22	458750000	-7.5	36	256 qam	37
23	466750000	-7.7	36	256 qam	38
24	474750000	-7.9	36	256 qam	39
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.6	0	0
2	Locked	37.6	4	0
3	Locked	37.6	0	0
4	Locked	37.6	5	0
5	Locked	37.6	5	0
6	Locked	37.3	6	0
7	Locked	37.3	5	0
8	Locked	36.6	5	0
9	Locked	36.6	0	0
10	Locked	36.3	5	0
11	Locked	35.5	5	0
12	Locked	35	11	0
13	Locked	35	5	0
14	Locked	35.5	5	0
15	Locked	35.7	0	0
16	Locked	35.7	6	0
17	Locked	36.3	6	0
18	Locked	36.3	0	0
19	Locked	35.7	0	0
20	Locked	36.3	5	0
21	Locked	35.7	6	0
22	Locked	36.3	5	0
23	Locked	36.3	0	0
24	Locked	36.3	0	0

 

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	4.575	5120	64 qam	1
2	39400000	4.55	5120	64 qam	2
3	32600000	4.5	5120	64 qam	3
4	53700000	4.575	5120	64 qam	4


Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
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Alessandro Volta
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Message 4 of 8
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Helpful Answer

Re: Serious packet loss and outages.

Your downstream levels are too low.

Is there an attenuator fitted to the back of the hub?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 5 of 8
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Re: Serious packet loss and outages.

Nope, it has been just the regular VM cable straight into it.

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Message 6 of 8
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Re: Serious packet loss and outages.

This has been an issue since there was a massive outage in the area which took VM nearly a day to fix (so I am guessing it was a big issue that happened).
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Alessandro Volta
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Message 7 of 8
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Re: Serious packet loss and outages.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 8 of 8
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Re: Serious packet loss and outages.

Hi sannicholson, 

 

Thank you for posting to the community and our apologies for the delay in response. 

 

I am sorry to hear you have been experiencing issues with the service since the outage in the area. 

 

Can you please provide an update on how the service has been since your last post to the thread?

If nothing has changed, we would be happy to look in to this further and potentially arrange a visit from one of our technicians. 

 

Let us know

 

Thanks 

 

Nat
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