60% Packet Loss

[Comradebo]

I am looking for help as I am beyond my end with the packet loss of my connection.

Long Story short, had 500Mb, on the 12th August I upgraded to Gig1,  Things ran Ok for a bit then over the last 2 weeks the packet loss has been unbearable to the below:

 This as you can see is unusable.  3 Engineers have come round over the last 48 hours claiming that things will be fixed, No they haven't.  The last network engineer went to the cabinet to adjust the slope as it was way out apparently.  It didnt work, I have subsequently downgraded back to 500mb and it's still terrible and unsable.  This is currently on the Hub4

How do I fix this? I have had cable pulls, severed cables, recables, splitters, attenuators all sorts over the last 6months.  Stats below, advise appreciated.

3.0 Downstream channels

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

25	331000000	8.199997	38.983261	QAM256	25
10	211000000	7.599998	38.605377	QAM256	10
11	219000000	7.900002	38.605377	QAM256	11
12	227000000	8.000000	38.605377	QAM256	12
13	235000000	7.599998	38.605377	QAM256	13
14	243000000	7.400002	38.983261	QAM256	14
15	251000000	7.300003	38.983261	QAM256	15
16	259000000	8.000000	38.983261	QAM256	16
17	267000000	8.500000	38.605377	QAM256	17
18	275000000	8.900002	38.983261	QAM256	18
19	283000000	8.099998	38.605377	QAM256	19
20	291000000	7.599998	38.605377	QAM256	20
21	299000000	7.400002	38.983261	QAM256	21
22	307000000	8.300003	38.983261	QAM256	22
23	315000000	9.000000	38.983261	QAM256	23
24	323000000	9.099998	38.983261	QAM256	24
26	339000000	7.800003	38.605377	QAM256	26
27	347000000	7.900002	38.983261	QAM256	27
28	355000000	8.300003	38.605377	QAM256	28
29	363000000	8.900002	38.983261	QAM256	29
30	371000000	9.500000	40.366287	QAM256	30
31	379000000	9.300003	38.983261	QAM256	31
32	387000000	9.000000	40.366287	QAM256	32
33	395000000	9.000000	38.983261	QAM256	33
34	403000000	9.300003	38.983261	QAM256	34
35	411000000	10.000000	38.983261	QAM256	35
36	419000000	10.900002	40.366287	QAM256	36
37	427000000	11.000000	38.983261	QAM256	37
38	435000000	11.099998	38.983261	QAM256	38
39	443000000	11.000000	38.983261	QAM256	39
40	451000000	11.000000	40.366287	QAM256	40

3.0 Downstream channels

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

25	Locked	38.983261	0	0
10	Locked	38.605377	1	0
11	Locked	38.605377	1	0
12	Locked	38.605377	1	0
13	Locked	38.605377	0	0
14	Locked	38.983261	1	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	1	0
18	Locked	38.983261	1	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	40.366287	0	0
31	Locked	38.983261	0	0
32	Locked	40.366287	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.983261	0	0
36	Locked	40.366287	0	0
37	Locked	38.983261	0	0
38	Locked	38.983261	0	0
39	Locked	38.983261	0	0
40	Locked	40.366287	0	0

[Comradebo]

Doesn't really need much explanation now does it - near identical graphs from 2 different connections/IPs/properties. 

@beth_g please can you make sure that the engineer and the AFM are aware that this is not isolated to my property.  I dont want an engineer to come one day and say we need a network engineer to come down in 2 weeks.  We need a committed fix  

Thanks

Shane

[Beth_G]

Hi Comradebo,

Thank you for your PM, I will make the Area Field Manager aware.

Do keep us posted with how the visit goes 🙂

Beth

[Zach_R]

Hi @Comradebo,
 

I'm very sorry to hear of the issues that you and your neighbour have had with your connections recently. Are these issues ongoing today?

Thanks,
 

[Comradebo]

As way of update. The senior field engineer came in, changed my router (hub4) took out the filter on my front wall box as a different engineer had changed my levels and slopes but then said there is nothing more he could do because it was a networks problem.

The bench engineer who came previously logged a fault with networks earlier in the day (f009263477 at CMTS15) where a few of the 10Gb uplinks were faulty.  Turns out the engineers were getting multiple calls about it over the  last couple of weeks but it had gone undiagnosed/unnoticed from a network end.  This wasn't just affecting my house and next doors, this was multiple postcode areas - mental!   Had it not been for the brilliant engineer who called me late Friday afternoon to explain what had happened, I would still be doing my nut in. 

Now that the packet loss issue is fixed, this isn't the end of the tale because my levels look borderline and not correct - still and I want to go back to the 1Gb service but it doesn't look right.  I need to speak to someone about billing who can sort out the mess and also downtime compensation and all the other headaches I have had over the last 6 months.

3.0 Downstream channels

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

1	139000000	9.900002	38.605377	QAM256	1
2	147000000	9.300003	38.983261	QAM256	2
3	155000000	8.900002	38.983261	QAM256	3
4	163000000	8.599998	38.983261	QAM256	4
5	171000000	8.300003	38.983261	QAM256	5
6	179000000	8.099998	38.983261	QAM256	6
7	187000000	8.000000	38.983261	QAM256	7
8	195000000	7.599998	38.983261	QAM256	8
9	203000000	7.199997	38.983261	QAM256	9
10	211000000	7.300003	38.983261	QAM256	10
11	219000000	7.300003	38.983261	QAM256	11
12	227000000	7.500000	38.983261	QAM256	12
13	235000000	7.599998	38.983261	QAM256	13
14	243000000	7.599998	38.983261	QAM256	14
15	251000000	7.300003	38.605377	QAM256	15
16	259000000	7.500000	38.983261	QAM256	16
17	267000000	7.699997	38.983261	QAM256	17
18	275000000	8.099998	38.983261	QAM256	18
19	283000000	8.300003	38.983261	QAM256	19
20	291000000	8.199997	40.366287	QAM256	20
21	299000000	7.900002	40.366287	QAM256	21
22	307000000	7.500000	38.605377	QAM256	22
23	315000000	7.500000	38.983261	QAM256	23
24	323000000	7.500000	38.605377	QAM256	24
25	331000000	7.400002	38.983261	QAM256	25
26	339000000	7.099998	38.983261	QAM256	26
27	347000000	7.000000	38.605377	QAM256	27
28	355000000	7.300003	38.605377	QAM256	28
29	363000000	8.000000	38.983261	QAM256	29
30	371000000	8.599998	40.366287	QAM256	30
31	379000000	8.800003	40.366287	QAM256	31

3.0 Downstream channels

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

1	Locked	38.605377	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[Comradebo]

3.1 Downstream channels

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

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

0.8

136165915

591

3.0 Upstream channels

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

1	46200000	38.770599	5120 KSym/sec	64QAM	3
2	32600000	37.770599	5120 KSym/sec	64QAM	5
3	39400000	38.770599	5120 KSym/sec	64QAM	4
4	53700000	39.270599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Andrew-G]

At the moment your power levels and other status data looks OK.  D/S power is high, but within the accepted ranges so unless there's other indications of a problem I doubt VM will be keen to send out another technician.

Regarding speaking to somebody.....well, you know the phone number, you know the famous customer experience to expect when calling VM.  The staff here on the forum aren't able to deal directly with compensation, complaints, or undertake telephone contact with customers.  If you have the time and inclination you can raise a formal complaint following Virgin Media's Consumer Complaints Code of Practice, that might get the result you want, equally it may be fobbed off.

[Comradebo]

Thanks for that.  Do my 3.1 stats look ok? Is that right with the errors etc?

Yeah Love VM - I will peruse  the avenue you mentioned. Thanks again 🙂

[Andrew-G]

The D3.1 "correctables" are fine, that's inevitable on the technology and doesn't affect performance.  The uncorrectables are not.  If they aren't rising they may be down to a one off event that can be ignored, if they are continuing to rise that'll cause speed and/or latency problems.  

The D3.1 modulation is good, power level could be OK, but is very different to the D3.0 channels.  I don't think that matters but I can't be certain because VM are as open on technical matters as North Korea (a nation that also inspire VM's customer service design).

[Zach_R]

Hi @Comradebo,

I do apologise for the delayed response here, though I am glad to hear that things have now improved following the recent field engineer visit that you had.

Please do let us know if there's anything further that we can assist you with.

Thanks,