Virgin Media Community

[akalegman]

Hi,

I have been getting constant spikes of packet loss for the past 2 weeks or more. The connection is mostly OK but the spikes range from 1% to 20% during the day. This affects my voice communications with work and gaming in the evening.

I ran the status check on the Virgin Media website and it told me...

There's a network issue which maybe affecting your broadband service

What does this mean?

• This issue is caused by interference on the cabling coming into your home.
• This will cause intermittent speeds and performance may vary.

I called Virgin Media and they told me that they could not see an issue with my router or the area and it would cost me £99 to send an engineer.

I am convinced there is something wrong, any help would be greatly appreciated.

Here are the required files...

Thanks!

https://www.dropbox.com/s/zt6jxbkkecbjf4r/upstream.txt?dl=0

https://www.dropbox.com/s/it3ol4vh3v5ii0v/downstream.txt?dl=0

https://www.dropbox.com/s/01ezr45zhhvfzo0/log.txt?dl=0

[Danny08]

Hello,

Thank you for the information.

I have checked over the information you provided.

I agree power-levels don't look very stable - That's my own opinion

Just give Customer Care team a call on 150 from your Virgin Media Phone or from your Mobile, call 0345 454 1111 – Select option 2.

If still not happy then request to speak to the manager or speak to the second line. ( This your right )

[akalegman]

Thanks, I will let you know how I get on!

Would this be an issue with my equipment or with the local network?

[tehwolf]

There's nothing wrong with your downstream stats, they are all bang on spec - you also don't have any errors there.

Your upstream power levels are too high - beyond the recommended max of 50, but only just - you may struggle to convince VM that this is the cause of your woes..

a few T3 timeouts is normal, you're getting one every few days - not convinced that this is going to be the root cause of your problems..

a couple of  RCS partial service messages, indicates that a channel is dropping, a lot of these is a cause for concern but they were clustered around 11/12/13th and nothing since.. something to keep an eye on though. 

I'd recommend that you set up a BQM to graph the quality of your connection as seen from the outside, and see if the link drops at the same time that you experience issues.. 

It could be that you are in an area that has heavy utilisation - the BQM will help highlight this

Its also worth calling 0800 561 0061 - an automated service status line, see if there are any area issues.

[akalegman]

Thanks for the information. Is there anyway I can book an engineer/get this issue sorted via these forums?  I don't think I will get anywhere via the phone. They have already fobbed me off once this morning...

Thanks in advance!

[akalegman]

Here is my live BQM...

 

[tehwolf]

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@akalegman wrote:

Here is my live BQM...

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perfect, it'll take some time (12-24h) to get a useful dataset..

[Danny08]

Hello,

Please allow less 24 hours on the BQM to get more information. If your un-happy then you have rights to speak to the manager.

[akalegman]

OK I had a call with a very helpful guy. He has escalated the issue to the technical team and said I should give them 48 hours to call me back, or I will have to call them back.

[akalegman]

Can somebody from Virgin please take a look at this graph. Clearly it is not just over usage in the area as the packet loss is consistent throughout the night. I am not happy with current quality of this service, I need it fixed.

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