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Modem resets, packet loss, high ping

Mendorian
On our wavelength

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
13390000003.841QAM 25626
21390000007.942QAM 2561
31470000007.742QAM 2562
41550000007.242QAM 2563
5163000000742QAM 2564
61710000006.842QAM 2565
71790000006.642QAM 2566
81870000006.442QAM 2567
91950000006.342QAM 2568
102030000006.242QAM 2569
112110000006.342QAM 25610
12219000000642QAM 25611
132270000005.542QAM 25612
142350000005.442QAM 25613
152430000005.342QAM 25614
162510000005.242QAM 25615
172590000005.142QAM 25616
182670000004.942QAM 25617
19275000000542QAM 25618
202830000004.742QAM 25619
212910000004.742QAM 25620
222990000004.742QAM 25621
233070000004.342QAM 25622
243150000004.142QAM 25623
253230000003.842QAM 25624
263310000003.842QAM 25625
273470000003.342QAM 25627
283550000003.142QAM 25628
293630000002.942QAM 25629
30371000000342QAM 25630
31379000000342QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked414565356
2Locked42800012643
3Locked421782120925
4Locked42695712741
5Locked42760612778
6Locked421545519353
7Locked4283569717
8Locked421182418977
9Locked421064118950
10Locked42690912701
11Locked42964911911
12Locked421323415580
13Locked421105618517
14Locked421157212441
15Locked422243330843
16Locked421369218750
17Locked421152419042
18Locked421068919976
19Locked421019319189
20Locked421432822472
21Locked421172719007
22Locked421343021602
23Locked421576424335
24Locked421539122157
25Locked421873428262
26Locked422094225748
27Locked422432531251
28Locked421819618036
29Locked422346525822
30Locked423085033392
31Locked421912519517

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked411.0894431631198122

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000455120QAM 641
14310000044.55120QAM 642
23660000044.35120QAM 643
33010000043.85120QAM 644
42360000043.35120QAM 645

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0162360
1ATDMA0162400
2ATDMA0162360
3ATDMA0162360
4ATDMA0162360

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
61141.02KQAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA2207400000000
10 REPLIES 10

Hi @Mendorian 👋.

Thanks for reaching out to us. Apologies for the issues that you have had with our engineers, we would need to bring you into a private message to look into this further. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina