Hello all,Little bit of history to this:We had some mild connection issues in the last few years, but nothing spectacular.About two months ago, a construction worker cut our (and our neighbour's) connection from the street to the house.We were reconnected the following day by a Virgin tech.Following that, our connection was horrible - constant cut-outs, modem resets, bad ping spikes, packet loss, etc.We had another Virgin tech come over to check everything. The tech found that the signal at the modem was absolutely abysmal and found a -20db attenuator hidden behind a piece of furniture. It was removed and the tech declared problem solved.We however still experience numerous sync losses throughout the day with the modem ranging (5 or 6 times yesterday) due to T3 timeouts. We still have persistent connection issues.I ran a ping continuously during my working hours for a while:217512 packets transmitted, 216539 packets received, 1% packet lossround-trip min/avg/max/stddev = 20.327/144.534/168586.567/2731.208 msWe're a household of two, with me working online full-time and my partner part-time. I haven't had a single meeting where my connection didn't falter for months. I assume we need another tech visit, but I wanted to check if someone here in the Community may know a quick fix. Here's the Downstream channels/Upstream channels:3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 13390000003.841QAM 2562621390000007.942QAM 256131470000007.742QAM 256241550000007.242QAM 25635163000000742QAM 256461710000006.842QAM 256571790000006.642QAM 256681870000006.442QAM 256791950000006.342QAM 2568102030000006.242QAM 2569112110000006.342QAM 2561012219000000642QAM 25611132270000005.542QAM 25612142350000005.442QAM 25613152430000005.342QAM 25614162510000005.242QAM 25615172590000005.142QAM 25616182670000004.942QAM 2561719275000000542QAM 25618202830000004.742QAM 25619212910000004.742QAM 25620222990000004.742QAM 25621233070000004.342QAM 25622243150000004.142QAM 25623253230000003.842QAM 25624263310000003.842QAM 25625273470000003.342QAM 25627283550000003.142QAM 25628293630000002.942QAM 2562930371000000342QAM 2563031379000000342QAM 256313.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked4145653562Locked428000126433Locked4217821209254Locked426957127415Locked427606127786Locked4215455193537Locked42835697178Locked4211824189779Locked42106411895010Locked4269091270111Locked4296491191112Locked42132341558013Locked42110561851714Locked42115721244115Locked42224333084316Locked42136921875017Locked42115241904218Locked42106891997619Locked42101931918920Locked42143282247221Locked42117271900722Locked42134302160223Locked42157642433524Locked42153912215725Locked42187342826226Locked42209422574827Locked42243253125128Locked42181961803629Locked42234652582230Locked42308503339231Locked4219125195173.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33944K1840QAM 409611083.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33Locked411.0894431631198122 3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 049600000455120QAM 64114310000044.55120QAM 64223660000044.35120QAM 64333010000043.85120QAM 64442360000043.35120QAM 6453.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA01623601ATDMA01624002ATDMA01623603ATDMA01623604ATDMA01623603.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 61141.02KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6OFDMA2207400000000

Hi Mendorian Thanks for posting and welcome back to the community. Apologies for any service issues, I can see you've got a tech visit booked in since posting, please let us know how it goes.

Aaaand here we go again. Pretty much 24 hours later:3.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked4223102Locked42003Locked42004Locked42105Locked42406Locked42307Locked42508Locked422197409Locked4222564910Locked421397180211Locked421388164312Locked4222013Locked4227682214Locked4240015Locked4250016Locked4224680617Locked4213319418Locked429318119Locked4252420Locked4212827921Locked4220421522Locked4220318923Locked4226925424Locked4229523725Locked4235826126Locked4035426927Locked4246925628Locked4254727429Locked4262421730Locked4255424831Locked42606208 modem lost sync repeatedly.

Mendorian

On our wavelength

2 years ago

Modem resets, packet loss, high ping

Hello all,

Little bit of history to this:

We had some mild connection issues in the last few years, but nothing spectacular.
About two months ago, a construction worker cut our (and our neighbour's) connection from the street to the house.
We were reconnected the following day by a Virgin tech.
Following that, our connection was horrible - constant cut-outs, modem resets, bad ping spikes, packet loss, etc.
We had another Virgin tech come over to check everything. The tech found that the signal at the modem was absolutely abysmal and found a -20db attenuator hidden behind a piece of furniture. It was removed and the tech declared problem solved.
We however still experience numerous sync losses throughout the day with the modem ranging (5 or 6 times yesterday) due to T3 timeouts. We still have persistent connection issues.

I ran a ping continuously during my working hours for a while:

217512 packets transmitted, 216539 packets received, 1% packet loss
round-trip min/avg/max/stddev = 20.327/144.534/168586.567/2731.208 ms

We're a household of two, with me working online full-time and my partner part-time. I haven't had a single meeting where my connection didn't falter for months. I assume we need another tech visit, but I wanted to check if someone here in the Community may know a quick fix.

Here's the Downstream channels/Upstream channels:

3.0 Downstream channels

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

1	339000000	3.8	41	QAM 256	26
2	139000000	7.9	42	QAM 256	1
3	147000000	7.7	42	QAM 256	2
4	155000000	7.2	42	QAM 256	3
5	163000000	7	42	QAM 256	4
6	171000000	6.8	42	QAM 256	5
7	179000000	6.6	42	QAM 256	6
8	187000000	6.4	42	QAM 256	7
9	195000000	6.3	42	QAM 256	8
10	203000000	6.2	42	QAM 256	9
11	211000000	6.3	42	QAM 256	10
12	219000000	6	42	QAM 256	11
13	227000000	5.5	42	QAM 256	12
14	235000000	5.4	42	QAM 256	13
15	243000000	5.3	42	QAM 256	14
16	251000000	5.2	42	QAM 256	15
17	259000000	5.1	42	QAM 256	16
18	267000000	4.9	42	QAM 256	17
19	275000000	5	42	QAM 256	18
20	283000000	4.7	42	QAM 256	19
21	291000000	4.7	42	QAM 256	20
22	299000000	4.7	42	QAM 256	21
23	307000000	4.3	42	QAM 256	22
24	315000000	4.1	42	QAM 256	23
25	323000000	3.8	42	QAM 256	24
26	331000000	3.8	42	QAM 256	25
27	347000000	3.3	42	QAM 256	27
28	355000000	3.1	42	QAM 256	28
29	363000000	2.9	42	QAM 256	29
30	371000000	3	42	QAM 256	30
31	379000000	3	42	QAM 256	31

3.0 Downstream channels

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

1	Locked	41	4565	356
2	Locked	42	8000	12643
3	Locked	42	17821	20925
4	Locked	42	6957	12741
5	Locked	42	7606	12778
6	Locked	42	15455	19353
7	Locked	42	8356	9717
8	Locked	42	11824	18977
9	Locked	42	10641	18950
10	Locked	42	6909	12701
11	Locked	42	9649	11911
12	Locked	42	13234	15580
13	Locked	42	11056	18517
14	Locked	42	11572	12441
15	Locked	42	22433	30843
16	Locked	42	13692	18750
17	Locked	42	11524	19042
18	Locked	42	10689	19976
19	Locked	42	10193	19189
20	Locked	42	14328	22472
21	Locked	42	11727	19007
22	Locked	42	13430	21602
23	Locked	42	15764	24335
24	Locked	42	15391	22157
25	Locked	42	18734	28262
26	Locked	42	20942	25748
27	Locked	42	24325	31251
28	Locked	42	18196	18036
29	Locked	42	23465	25822
30	Locked	42	30850	33392
31	Locked	42	19125	19517

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

Locked

1.0

894431631

198122

3.0 Upstream channels

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

0	49600000	45	5120	QAM 64	1
1	43100000	44.5	5120	QAM 64	2
2	36600000	44.3	5120	QAM 64	3
3	30100000	43.8	5120	QAM 64	4
4	23600000	43.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	162	36
1	ATDMA	162	40
2	ATDMA	162	36
3	ATDMA	162	36
4	ATDMA	162	36

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

41.0

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

OFDMA

220

74000000

10 Replies

Client62

Alessandro Volta

2 years ago

There are hard errors (Post RS) across all of the Downstream channels, if a conf call was connected over UDP that could result in some video and audio breakup. The Upstream channels looks OK.

This could be a local fault in your street, it might be worth a call to 0800 561 0061 to see if the automated fault reporting service has logged any issues.

A restart of the VM Hub to clear the error counts would make it easier to see if the Downstream service issue is still present or has cleared.

Mendorian

On our wavelength

2 years ago

Thanks for the advice. There were no local faults reported, but the tool in the VM app suggested a factory reset. Afterwards the connection was stable and no hard errors anymore, although the Pre-RS errors start piling up on half the channels - not sure what the going rate for those is, but since 4pm yesterday only channels 2 and 3 didn't have any Pre-RS errors, with the lower channels now hanging at around 400.

But so far, the error correction is holding up - I hope it stays that way

Mendorian

On our wavelength

2 years ago

Aaaand here we go again. Pretty much 24 hours later:

3.0 Downstream channels

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

1	Locked	42	231	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	1	0
5	Locked	42	4	0
6	Locked	42	3	0
7	Locked	42	5	0
8	Locked	42	219	740
9	Locked	42	225	649
10	Locked	42	1397	1802
11	Locked	42	1388	1643
12	Locked	42	22	0
13	Locked	42	276	822
14	Locked	42	40	0
15	Locked	42	50	0
16	Locked	42	246	806
17	Locked	42	133	194
18	Locked	42	93	181
19	Locked	42	52	4
20	Locked	42	128	279
21	Locked	42	204	215
22	Locked	42	203	189
23	Locked	42	269	254
24	Locked	42	295	237
25	Locked	42	358	261
26	Locked	40	354	269
27	Locked	42	469	256
28	Locked	42	547	274
29	Locked	42	624	217
30	Locked	42	554	248
31	Locked	42	606	208

modem lost sync repeatedly.

legacy1
Alessandro Volta
2 years ago
Noise by a faulty amp
- Mendorian
  On our wavelength
  2 years ago
  Thank you, that’s surprisingly specific. I know what an amp is, but a bit more context would be helpful. I assume that’s an upstream part that VM needs to have a look at on their end? Any suggestion how I can reach someone in support that doesn’t a) ignore it because it deviates from their script or b) ignores it because who trusts customers that try and look for solutions on their own or c) ignores It because they’ve never heard of it before themselves?
  It’s getting a wee bit embarrassing that I constantly have to apologise for dropping out of meetings…
FlockWallpaper
Up to speed
2 years ago
it does strike me that everyone who has commented on here has missed the obvious, and I quote
”
We were reconnected the following day by a Virgin tech.
Following that, our connection was horrible - constant cut-outs, modem resets, bad ping spikes, packet loss, etc.”
So the problems seemed to have started after the cable was ‘fixed’ following it being cut. Surely the most likely explanation is that the ‘cable fix’ hasn’t been done properly and it is introducing noise into the connection?
- Mendorian
  On our wavelength
  2 years ago
  We had some mild issues after switching from 500 to 1gig, just nowhere near the scale of what we have now. I think I'm gonna try the support chat, although I don't have high hopes.
  - John_GS
    Forum Team
    2 years ago
    Hi Mendorian
    
    Thanks for posting and welcome back to the community.
    
    Apologies for any service issues, I can see you've got a tech visit booked in since posting, please let us know how it goes.

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Modem resets, packet loss, high ping

10 Replies

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