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Internet Connectivity down / high packet loss / bad ping

Friends on VM in our local area are all reporting multiple days of the internet being unavailable. 

Mine has been on and off repeatedly for days. I re-setup a BQM, link below.

I'm running the superhub 2 in modem mode, details below. Running Unifi USG + switch behind the SH2, with ethernet cabled connections into desktop PCs (also happens obviously on wifi devices).

It has been several weeks of shorter spikes of disconnections, terrible packet loss and high ping, and sometimes longer ranges of full unavailability.

BQM:

Today's (it's been out for hours despite what this graph looks like)
https://www.thinkbroadband.com/broadband/monitoring/quality/share/493f1956809df8e733bc32ccfebe46905f... 

From the other day:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/cad05afd47f59ac901a2225c939280091a... 

 

SH details:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)411000000419000000427000000435000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.52-1.22-1.07-1.25-1.65-1.91-1.96-1.98
RxMER (dB)35.6035.9735.9736.1736.3936.3936.3936.39
Pre RS Errors34423093245324542406235124512340
Post RS Errors6621168125712671343124914211315

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID7856
Frequency (Hz)32600000258000004620000039400000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)43.7545.5042.2542.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts48604683
T4 Timeouts0000

 

Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)

Modulation Type16QAMQPSK16QAM64QAM64QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length56640384104104104
Preamble Value Offset65200716716716
FEC Error Correction (T)05510165
FEC Codeword Information Bytes (K)1634348122386
Maximum Burst Size0003255255
Guard Time Size84848888
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON

 

Network Log

First TimeLast TimePriorityError NumberDescription
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
13/08/2020 11:43:46 GMT13/08/2020 11:43:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

I've been unable to get through on the phone, please can you assist?

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Message 2 of 11
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Re: Internet Connectivity down / high packet loss / bad ping

still suffering bad packet loss and intermittent connection problems. someone else on VM on the same street has no access at all...

Any VM staff actually available to help?

Would also like to know why speed is stuck at around 50mbps when it IS working (on M200), and reports across the south east also tie in with that.

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Message 3 of 11
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Re: Internet Connectivity down / high packet loss / bad ping

Hi treeoctopus

 

Thanks for posting. My apologies for the delayed reply and indeed the broadband issues. 

 

I've checked the system today and all the levels are showing in spec, no other issues showing. I do hope therefore everything is resolved. However, if not, please take the hub out of modem mode, let me know and we can run further checks.

 

Would you also like a free of charge upgrade to a hub 3 router? If you're happy to self-install let me know and I can arrange for one to be sent. 

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Internet Connectivity down / high packet loss / bad ping

Hi John, 

thanks for getting back to me. I can confirm that the service is still SUB PAR - we had another outage this morning around 9am. Sometimes it's short, often long periods then terrible lag/ping/unstable once it does come back up.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c82680a823b170e4ff87b9ef376b787325... 

and last night, and frankly throughout the day it is hit and miss, even when the bbm doesn't pick it up. Our speed is still stuck at around 50mbps. 

The service is unacceptable, and if you can furnish me with the complaints contact that would be great, as I'm paying £50/month for purely broadband and not receiving the service I expect. I even work for Virgin group, so that's fun explaining to colleagues why I can't work at home...

I heard from many people that the SH3 has significant chip bug that still haven't been resolved. It seems unlikely to be that anyway, as a neighbour is having the same issues, and the fool only signed up for VM this year... 😉 

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Re: Internet Connectivity down / high packet loss / bad ping

Thanks for coming back to me and I am sorry to hear that it's not sorted.

 

Would you like to upgrade to the hub 3 free of charge? Any issues with it have been sorted so no issues currently reported

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Internet Connectivity down / high packet loss / bad ping

Cheers John, 

I *think* someone from the live chat team is sending me one, although it was such an effort to get a real answer out of them as to why the connection is so bad I'm not 100% sure... 

They kept trying to blame it on the wifi & superhub positioning, even though I said several times it's in modem mode, and my PC is connected by cat6 cabling to the network... 

I've just been trying to relax and play some online games this Sunday morning, it's IMPOSSIBLE as the packet loss is so great I warp across the screen and then get disconnected from the servers...

e62936f3bedd5e456d1cc4393fae2a162c3c017d-22-08-2020

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e62936f3bedd5e456d1cc4393fae2a162c3c017d-22-08-2020

This is yesterday's graph, and frankly doesn't tell the whole story anyway as it's forever disconnecting more than the packet loss shows.

At this point I need to speak to someone in a higher position of authority as I refuse to pay this rate for such a long-running subpar service.

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Message 7 of 11
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Re: Internet Connectivity down / high packet loss / bad ping

Can you post a link to your Live Graph please.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

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

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


My Broadband Ping - 26_Aug_2020

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Re: Internet Connectivity down / high packet loss / bad ping

Treeoctopus' neighbour here weighing in.

To confirm, I have a Hub 3 and have been experiencing intermittent disconnects the past couple of weeks. I don't so much mind having a work video conference interrupted but when my CoD 12 killstreak is wiped, this is where it gets real. 

TV is connected via LAN, and this too gets affected, so its not purely wifi. I've done various speed checks and they all register 100mb, but clearly there is some loss of service over the course of the day. This is becoming highly frustrating as I recently moved from Sky, who were throttling speeds drastically, however, never had a loss of service from them in 6 years.

Happy to try all sorts of tests, but I think its clear that this isn't an isolated issue (or maybe it is for our area). I don't think swapping out hubs will solve the problem. 

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Re: Internet Connectivity down / high packet loss / bad ping

23rd23rd

25th25th

Hey, as you can see this is still happening; asking in our neighbourhood group, we've had confirmation of several others suffering from the same issues. Most suggest moving to a different ISP... 

 

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