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Packet Loss and random latency spikes

Hi All,

For years we've had issues with our Amazon Echo dropping out when streaming the radio, a small and thing but rather annoying. Now that I've working from home more I've experience drop outs in video calls both on Teams and Zoom. This has led me to investigate the root cause and I'm pretty confident it is now related to our connection (modem or line to the cab).

I've got a SH3 in modem mode and have been monitoring the connection for about a week now. One further thing to note, my SH3 web login sometimes becomes unresponsive to load.

My BCM showing the spikes and packet loss throughout the day: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/893c793ae6ac442da3ca00f583361d44eae4e8eb-27-04-2020

 

Thanks the for help guys, if this can't be sorted I'm likely going to move as I'm interested in a more stable connection rather than sheer speed! I've been monitoring 3 other connections (BT Home, BT business and Sky) and they are much more stable than Virgin.

Cheers

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Re: Packet Loss and random latency spikes

An update on this. I phoned VM on Tuesday AM and they said my SH3 was the problem so they dispatched a new one out to me that should have been delivered yesterday, I've not received anything nor any email about the tracking of the package. Is anybody any to check where my replacement Hub is?
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Re: Packet Loss and random latency spikes

Hi Pux, thanks for posting.  

Sorry you've not received your new hub.  I would like to investigate this further. To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

 

Lee_R

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Re: Packet Loss and random latency spikes

Hi Pux

I hope you're currently happy with our efforts to resolve your issue.

Regards

 

Lee_R

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Re: Packet Loss and random latency spikes

Hi,

Thanks for the help so far. I've received the new SH3 but unfortunately the random pack loss has not gone away.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/04baba17e06161fd4a56a68e64075f4292a26ebe-02-05-2020

Can you advice on what my next options are?

Cheers

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Re: Packet Loss and random latency spikes

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Re: Packet Loss and random latency spikes

Good morning Pux,

 

Could you post your hub stats for us?

 

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: Packet Loss and random latency spikes

Thanks for taking a look. Packet loss continues.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/ea559b5c8e52b4afa0e36ae7c62b7acdac...

Hub stats are below (with a painful experience trying to log onto the hub via 192.168.100.1 as it kept timing out and so I had to reboot it)

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 723000000 3.5 40 256 qam 40
2 539000000 2.4 40 256 qam 17
3 547000000 2.2 40 256 qam 18
4 555000000 2.2 40 256 qam 19
5 563000000 1.9 40 256 qam 20
6 571000000 1.9 40 256 qam 21
7 579000000 2.2 40 256 qam 22
8 587000000 2.7 40 256 qam 23
9 595000000 3.2 40 256 qam 24
10 603000000 3.2 40 256 qam 25
11 611000000 3 40 256 qam 26
12 619000000 2.5 40 256 qam 27
13 627000000 2.2 40 256 qam 28
14 635000000 2.5 40 256 qam 29
15 643000000 2.9 40 256 qam 30
16 651000000 3.4 40 256 qam 31
17 659000000 3.5 40 256 qam 32
18 667000000 3.4 40 256 qam 33
19 675000000 3.2 40 256 qam 34
20 683000000 3 40 256 qam 35
21 691000000 2.9 40 256 qam 36
22 699000000 3 40 256 qam 37
23 707000000 3.4 40 256 qam 38
24 715000000 3.5 40 256 qam 39


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 10 0
2 Locked 40.9 9 0
3 Locked 40.9 9 0
4 Locked 40.9 8 0
5 Locked 40.9 7 0
6 Locked 40.9 8 0
7 Locked 40.9 11 0
8 Locked 40.9 3 0
9 Locked 40.3 8 0
10 Locked 40.3 8 0
11 Locked 40.9 10 0
12 Locked 40.3 13 0
13 Locked 40.3 11 0
14 Locked 40.9 23 0
15 Locked 40.9 13 0
16 Locked 40.9 10 0
17 Locked 40.9 13 0
18 Locked 40.3 11 0
19 Locked 40.3 11 0
20 Locked 40.9 14 0
21 Locked 40.3 16 0
22 Locked 40.9 15 0
23 Locked 40.3 10 0
24 Locked 40.3 17 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700019 3.7 5120 64 qam 2
2 39400087 4.2 5120 64 qam 4
3 46199944 4 5120 64 qam 3
4 60300048 4.05 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
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Re: Packet Loss and random latency spikes

Another day and the packet loss continues, not as bad today but still noticeable throughout the day and evening where it impacted our connection

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4329db54ee8cc4b3fe3e9f69fdc56333ad0e591f-06-05-2020
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