c10% packet loss, Virgin Hub 3

[Wimc99]

Hello,

Been on Virgin since Jan, and have noticed lots of errors (mainly in online games), ran a set of tests and found I am experiencing roughly 10% packet loss when pinging google, and my ping is between 10-60.

i have 300mb internet, with a Virgin hub 3. The Hub 3 is connected to a deco unit in AP mode.

1. checking the router stats, my downstream power is 10.5-11.7 for most channels, this is outside the threshold, could this be an issue?

2. Is it worth trying the hub 3 in modem mode, and using the deco as the router?

any other suggestions welcome 

[Client62 · Accepted solution]

Show the connection has packet loss with a screen shot of ...

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.

[Wimc99]

Hi - SS below, interestingly on Samknows it shows as OK, but on WinMTR (which is what I usually use) it shows 9% (It's actually up to 12% now)

[Client62]

Assuming google.com works perfectly well in a web browser, what is WinMTR telling us ?

[Wimc99]

Yeah it works fine - interestingly tried a few IP’s and it’s a mixed bag. 
Have setup a set of Deco’s and put the H3 into modem mode and now WinMTR detects no issues (the link you sent won’t work with deco)

[Client62]

Realspeed is a test that requires the VM Hubs to be in Router mode.

For Modem mode + the Deco try this ( it works in all modes ) : https://speed.cloudflare.com/
the result will be via the Hub + Deco + your device so results may vary especially if Wi-Fi is involved.

[John_GS]

Hi @Wimc99 

Thanks for posting and welcome to the community.

Apologies for the internet issues.

You do need a tech visit, this is because some of your downstream power levels are out of spec.

I'll send you a PM now to book this in.