03-12-2021 14:13 - edited 03-12-2021 14:14
Hi,
Been noticing poor netflix, gaming, slow load on wifi and wired this week. Speedtest showing about 30mbps down and 25mbps up. Called on tuesday and spoke to engineer who 'sent signals' immediately getting 150+ mbps down. Straight after the call it drops off to 60mbps.
Called again today as yesterday afternoon and this morning was really really poor, zoom calls were breaking and the netflix quality was like something from the 80s. I do run a broadband monitor and I was trying to tell todays tech this but they were having none of it. You can see the packet loss clearly - he was telling me how speeds were allocated differently to different devices and sure enough whilst on the phone and doing a wired speedtest i'm getting 250+ on my laptop. hmmmm.
Here are the logs from my superhub if anyone could take a look please? I don't use virgin's wifi but i'm not in modem mode (so i can keep the ports active, i don't have a router/switch), instead i run a unifi access point. One day i'll get round to getting a router.
Noticd there a T3 timeout.
TIA
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 299000000 | 3.5 | 40 | 256 qam | 21 |
2 | 139000000 | 5.8 | 38 | 256 qam | 1 |
3 | 147000000 | 5.8 | 40 | 256 qam | 2 |
4 | 155000000 | 5.6 | 40 | 256 qam | 3 |
5 | 163000000 | 5.5 | 40 | 256 qam | 4 |
6 | 171000000 | 5.6 | 40 | 256 qam | 5 |
7 | 179000000 | 5.5 | 40 | 256 qam | 6 |
8 | 187000000 | 5.5 | 40 | 256 qam | 7 |
9 | 195000000 | 5.5 | 40 | 256 qam | 8 |
10 | 203000000 | 5.3 | 40 | 256 qam | 9 |
11 | 211000000 | 5.3 | 40 | 256 qam | 10 |
12 | 219000000 | 5 | 40 | 256 qam | 11 |
13 | 227000000 | 4.9 | 38 | 256 qam | 12 |
14 | 235000000 | 4.6 | 40 | 256 qam | 13 |
15 | 243000000 | 4.6 | 40 | 256 qam | 14 |
16 | 251000000 | 4.8 | 40 | 256 qam | 15 |
17 | 259000000 | 4.4 | 38 | 256 qam | 16 |
18 | 267000000 | 4 | 40 | 256 qam | 17 |
19 | 275000000 | 4 | 38 | 256 qam | 18 |
20 | 283000000 | 4.1 | 40 | 256 qam | 19 |
21 | 291000000 | 4 | 38 | 256 qam | 20 |
22 | 307000000 | 3.4 | 38 | 256 qam | 22 |
23 | 315000000 | 4.1 | 38 | 256 qam | 23 |
24 | 323000000 | 4.8 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 26 | 0 |
2 | Locked | 38.9 | 10 | 0 |
3 | Locked | 40.9 | 21 | 0 |
4 | Locked | 40.3 | 29 | 0 |
5 | Locked | 40.3 | 42 | 0 |
6 | Locked | 40.3 | 48 | 0 |
7 | Locked | 40.3 | 55 | 0 |
8 | Locked | 40.3 | 30 | 0 |
9 | Locked | 40.3 | 21 | 0 |
10 | Locked | 40.9 | 33 | 0 |
11 | Locked | 40.3 | 10 | 0 |
12 | Locked | 40.3 | 13 | 0 |
13 | Locked | 38.9 | 32 | 0 |
14 | Locked | 40.3 | 33 | 0 |
15 | Locked | 40.3 | 27 | 0 |
16 | Locked | 40.3 | 28 | 0 |
17 | Locked | 38.9 | 33 | 0 |
18 | Locked | 40.3 | 23 | 0 |
19 | Locked | 38.9 | 27 | 0 |
20 | Locked | 40.3 | 26 | 0 |
21 | Locked | 38.9 | 29 | 0 |
22 | Locked | 38.6 | 30 | 0 |
23 | Locked | 38.9 | 26 | 0 |
24 | Locked | 38.9 | 25 | 0 |
1 | 32600002 | 46 | 5120 | 64 qam | 5 |
2 | 39399996 | 46 | 5120 | 64 qam | 4 |
3 | 46199966 | 46 | 5120 | 64 qam | 3 |
4 | 53699957 | 47.5 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 2 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 03-12-2021 14:16
on 03-12-2021 16:39
Thanks, yeah those T3s are since reboot on Wednesday. The UK tech said that he thought the superhib may beon the way out but wanted to see how it behaved. Today's tech didn't mention that at all.
I'll try that number but don't think there were any faults when i called up cust serv today.
on 03-12-2021 17:11
That BQM says it all, it is showing packet loss and that needs sorted out by VM.
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on 03-12-2021 17:18
Anyway to get their attention properly? first guy i spoke to seemed interested, second couldn't fob me off any quicker. I've been with virgin a long time so know the ups and downs with equipment and speed but this is just frustrating now.
on 03-12-2021 17:36
Either phone up at 08:00 for shortest queues, or wait here a day or two for a VM Mod to pick this up.
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on 06-12-2021 11:49
this is what I'm seeing today. Packet loss is back again. I had the packet loss monitor on the ps5 last night and it was zero but now I'm seeing the performance issues again.
on 06-12-2021 14:35
Hello @biffyg,
Welcome back! Thanks for posting.
I am sorry to see that you are having connection issues.
I can see you have spoken to us on Friday, but refused the Wi-Fi pods which was advised would help with this.
Many thanks,
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on 07-12-2021 07:28
Actually Hayley, I didn't refuse anything on Friday. Fridays call I was fobbed off when I said I had packet loss and was told I was having speed allocated by device which is funny because I run our unifi WiFi network.
I asked about them on Wednesday as a friend had them just before virgin publicly released them, I've not had any urge to get them since even if they did look like they worked good. The Cs agent on Wednesday said it was unlikely I needed them and it was possible my superhub was on the way out. He was the more helpful of the 2 Cs agents last week.
Feel free to have a listen to the calls....
And I can't see how plume will aid packet loss when the broadband monitor isn't looking at anything to do with WiFi.
on 07-12-2021 10:56
Called CS again. I'm getting pretty reasonable speeds of up to 320mbps over my unifi wifi which is great - the CS agent said there wasn't much he could do about the packet loss, he agreed that anything over 4% was unacceptable and also mentioned the SH may be on the way out - but he can't send an engineer because nothing is obviously wrong from their end and that was his personal pov. Latency has increased from 10am also.
I know i'm a fair way from the cabinet and also i know I have to have my signal boosted but this has never been like this before so something has changed.