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Rich99
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Constant high latency & packet loss

Hi, we've been having problems for a few months now. We have a superhub 3, and were finding that every 1-2 days, everything cut out - the superhub looked fine, but everything wired & wireless stopped getting internet, and we couldn't access the superhub config page. A reboot of the router was the only thing that fixed it. After arguing for a long time, Virgin came out & gave me a new superhub 3, and checked all the cabling in the back garden. However the problem carried on. In desperation I bought a new router, and switched the superhub into modem only mode. We've been running like that for 5 days now, and have not had to reboot the router or modem once. However we have massive problems with really high latency periods. I.e. once per hour, everything in the house gets really high latency, all video calls cut out, all games cut out. After 1-2 minutes, it goes back to normal. I set up a broadband monitor, and it looks pretty poor to me - this is a link to today's snapshot:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ab2b5536892118dc5c2b5c10758acc556...

This is the live link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8baf6661aae10a52591f3c1c2f40527762...

This is the downstream info from the router:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1203000000140256 qam9
22110000000.740256 qam10
32190000000.740256 qam11
42270000000.238256 qam12
5235000000-0.238256 qam13
6243000000-0.540256 qam14
7251000000040256 qam15
8259000000-0.238256 qam16
9267000000-0.240256 qam17
10275000000-0.538256 qam18
11283000000-0.738256 qam19
12291000000-0.740256 qam20
13299000000-0.938256 qam21
14307000000-0.740256 qam22
15315000000-0.940256 qam23
16323000000-0.538256 qam24
17331000000-0.740256 qam25
18371000000-2.538256 qam26
19379000000-2.238256 qam27
20387000000-2.238256 qam28
21395000000-1.938256 qam29
22403000000-2.238256 qam30
23411000000-1.538256 qam31
24419000000-1.738256 qam32



Downstream bonded channels

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

1Locked40.34973870
2Locked40.34042605
3Locked40.93132461
4Locked38.92541315
5Locked38.91955316
6Locked40.31588322
7Locked40.3995279
8Locked38.9945311
9Locked40.3836241
10Locked38.9655288
11Locked38.6591285
12Locked40.3576268
13Locked38.9576353
14Locked40.3418344
15Locked40.3425354
16Locked38.9288329
17Locked40.3283258
18Locked38.6291277
19Locked38.9286344
20Locked38.9235232
21Locked38.9243191
22Locked38.9236167
23Locked38.9178200
24Locked38.9196

165

 

And this is the upstream:

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

13940000047.8512064 qam4
25370000048.8512064 qam2
34620000048.3512064 qam3
46030000049512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0010

 

Unfortunately I don't know what most of it means! Can anyone interpret for me, and give me any clue what might be going on?

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