Since the 22nd July I've had lots of packet loss reported by BQM. When navigating websites and loading pages thing seem to take a while to fetch and then fetch everything all at once. Speed test results are fine however high latency and packet loss. It started roughly at 3AM with full loss, then went on to a constant 0 - 20% packet loss which is still causing intermittent connection issues.
23 July 2023 - 22 July 2023 (order)
Note 100% packet loss after the 8AM period is from router restarts or connection disconnects.
I'm not sure why but from 3PM to 8PM there was no packet loss.
Virgin media website reports to me no issues in my area, however when doing a further test on the website It reports "Looks like there are issues in your postcode affecting your services, There’s a broadband issue in your area and our technicians are on the case to fix things. Check back here at any time for updates." - I'm not sure if this is a generic message or someone is actually working on the problem since it's been 24 hours and there's not update
Steps I've tried
- Reboot the router (a number of times)
- Turn of the router for 10 minutes
- Change the SSID to kick all devices off the network (to determine if a single device caused the issue)
- Disconnected the only ethernet cable that was attached
- Switched the router to modem mode (to determine if it was a DOS attack) - not sure on the results on this.
- Reset the router using the pinhole for 20s to restore it back to router mode (long blue flashing light period)
It is also affecting the phone line as calling 150 gets cut off after a short time.
Any assistance would be helpful.
Hi Adri_G, thanks for your reply. Things are looking much better since Sunday. With the packet loss issue just stopping abruptly and normal service continuing. I've just been monitoring yesterday with BQM to ensure it wasn't just fixed for a short period as I had on Saturday.
As per Viper-t the upload QAM for all 5 channels have improved from 32QAM back to normal of 64QAM.
Had a few dropouts for about 5 seconds on occasion, maybe once every 1-2 hours but I can say I also had this occasionally prior to the issue.
I tried that link your provided and the automatic area phone number for my area during the weekend period when having the issue. Both reporting no issues in my area, when from what I gathered there was an issue in the area. So it's difficult from my point of view to see if it was just an issue with my end or the area in general during the period of the issue.
Upstream
Spoiler
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID| 1 | 36600000 | 42.520599 | 5120 KSym/sec | 64QAM | 3 |
| 2 | 23600000 | 42.020599 | 5120 KSym/sec | 64QAM | 5 |
| 3 | 30100000 | 42.020599 | 5120 KSym/sec | 64QAM | 4 |
| 4 | 43100000 | 42.520599 | 5120 KSym/sec | 64QAM | 2 |
| 5 | 49600000 | 42.520599 | 5120 KSym/sec | 64QAM | 1 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts| 1 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
| 2 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
| 3 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
| 4 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
| 5 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation| 6 | 10.0 | 35.2 | 2K | QAM8 |
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts| 6 | OFDMA | 200 | 53.9 | 0 | 0 |
Hi Adri_G,
Upon calling the 0800 and entering my virgin landline number, it reports no account found and then checks the area I'm calling from which reports no issues in the area.
When calling the 0800 and supplying the account number instead, it does report the issue in the area (as a complex issue). - I didn't know I could do this method to be honest.
When checking the service status page this is what I get. (Postcode redacted)
Mixed results, so difficult to get a grasp on the situation, I think your update is the first time hearing about a estimate fix to the situation
