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365nice
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Another user with High Latency and frequent packet lost and you put my price up!!!

Hi - I've been a customer for a long time and worked with the ups and downs of Virgin - but the last few years have really started to take the micky. Can you please help me - it would be appreciated, both for my job as well as my sanity.

My Hub is running in Modem Mode - and I have a Deco mesh for most access - but there are a few devices hard wired - notably a Fingbox to help detect issues (and it seems to alert at the same times as BQM is picking up issues)

My Live BQM is here - today there was a smidge of red that meant I couldn't reliably participate in a zoom call:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a2d559b16619a5802d1d1c150963407795...


there are days when its bad or really bad:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c06374fee83abfeea2a6a00801be234f6...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b510c89c757da5393abe70dbc20a89e4f9...

Here are the tech details:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 338750000 3 38 256 qam 26
2 202750000 2.5 40 256 qam 9
3 210750000 2.4 38 256 qam 10
4 218750000 2.2 40 256 qam 11
5 226750000 2 38 256 qam 12
6 234750000 2 38 256 qam 13
7 242750000 1.5 38 256 qam 14
8 250750000 1.5 38 256 qam 15
9 258750000 1.2 38 256 qam 16
10 266750000 1.5 38 256 qam 17
11 274750000 1.4 38 256 qam 18
12 282750000 1.7 38 256 qam 19
13 290750000 2 40 256 qam 20
14 298750000 2.5 38 256 qam 21
15 306750000 2.5 38 256 qam 22
16 314750000 2.7 38 256 qam 23
17 322750000 3 38 256 qam 24
18 330750000 2.9 38 256 qam 25
19 346750000 3.2 38 256 qam 27
20 354750000 3 38 256 qam 28
21 362750000 2.7 38 256 qam 29
22 370750000 3 40 256 qam 30
23 378750000 2.7 38 256 qam 31
24 386750000 2.2 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 3848 42506
2 Locked 40.3 4405 18960
3 Locked 38.9 4981 20830
4 Locked 40.3 5879 20941
5 Locked 38.9 5384 27166
6 Locked 38.9 4661 26062
7 Locked 38.6 5261 26573
8 Locked 38.9 5336 28307
9 Locked 38.6 6210 25357
10 Locked 38.9 7281 26711
11 Locked 38.9 8460 26997
12 Locked 38.6 9343 29766
13 Locked 40.3 7463 30366
14 Locked 38.9 3915 32122
15 Locked 38.9 3487 33182
16 Locked 38.9 3423 29032
17 Locked 38.9 3512 31459
18 Locked 38.9 2633 32605
19 Locked 38.9 2884 35375
20 Locked 38.9 3944 37209
21 Locked 38.6 5633 35461
22 Locked 40.3 6031 23930
23 Locked 38.6 7187 28263
24 Locked 38.9 11835 34772


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 39 5120 64 qam 3
2 25800000 39 5120 64 qam 6
3 32600000 39 5120 64 qam 5
4 39400000 39 5120 64 qam 4


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0


Network Log
Time Priority Description
16/06/2021 10:42:41 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:36 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 09:28:33 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:46 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:38 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:20:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:19:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:19:57 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2021 12:19:57 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Andrew-G
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Message 2 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

At the time you posted that the power levels and SNR were OK, but the downstream error counts were very poor, and the network log is exceptionally bad.  I'll flag for staff to advise on next steps.

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Alex_RM
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Message 3 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hi 365nice,

 

Thanks for posting, and sorry to hear you're having some issues with the connection.

 

I've been able to locate your account using your forum details and it looks like we have identified a short term network issue that could cause degradation or an intermittent service.

 

We believe it will only be a short term issue and it will be fixed very soon.

 

Alex_Rm

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365nice
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Message 4 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hi Alex (and Andrew),  appreciate you responding. While today may be a "short term network" issue, what about last week, and the week before that... it goes back months if not years - and they can't all be "short term network" issues.

Prior to having a V3 hub - my BQM graphs were almost solid yellow with large blotches of red errors - it got to be unusable. The folks on the BQM forum did helpfully suggest that a V3 hub could help as it has more "channels" to leverage than the V2 one (if the network is saturated). So i'm glad I argued for that hub when you increased my contract cost (which I am still frustrated by, as I'm paying more for what seems a worse service compared to a few years ago).

What troubles me though - is it really normal to often see swathes of red lost packets like this (in April) : 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a22d64ee1bfe074337635fe617a057991975015-28-04-2021

or this one in May:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f719448c75df4636cc58daff807d7bd8cc79b858-14-05-2021

or this one in June:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/20c875af845d2682c37aed7fb10c0dcc4cc9c6ac-01-06-2021

In fact its every week, multiple times a week.

At one point it was every Friday at 10pm - it would conk out just after I had just sat down to watch a film (April 2nd/9th/16th) - to the point where I thought something must happen on a Friday night (its since shifted to other random days again now).

So why do I see so much packet loss ? Is there something wrong with my cabling, or my road in West London? The box looks fine.

I really would like to get back to a mostly reliable solution like it was 3 or 4 years ago.

Tim

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Andrew-G
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Message 5 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

VM have a policy that individual faults won't be addressed if there's an area fault.  That is a sensible policy, but what it means here is that they won't do anything about your problem until the area fault is marked as resolved, even though you have evidence showing that it is a long standing problem.

Hopefully @Alex_RM can advise what the fault type is, and what the estimated fix date is?

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Molly_G
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Message 6 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hey @365nice,

 

I am really sorry for the ongoing issues you've been experiencing here.

As advised by Andrew, due to the area fault, it makes it hard for us to diagnose individual performance issues from our end and we would not be able to get this checked properly until the work has been completed.

From what I can see, this is an SNR fault (Signal to Noise Ratio) that our engineers are working on currently. The details are:

 

Fault Ref: F009033960

Start Date: 20th MAY 2021

Estimated Fix Date: 21st JUN 2021 at 15:00

 

Once again, apologies for the disruption you are experiencing. Following this time, we will be in a better position to investigate this further for you.

 

Kind regards,

Molly_G
Forum Team



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365nice
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Message 7 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hi Molly (and again Andrew) - I guess it does make sense to let the area fault get resolved first (and it does sound promising in terms of fix being examined).

I'll report back and if I'm still seeing issues like I've mentioned - at least I've got them documented now.

Thanks for the quick responses though... when I tried a while back I got lost in the noise somehow.

Tim

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Laurie_C
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Message 8 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hi Tim,

 

Thanks for your response. We will look out for your update, and can take a closer look at things if you're still having issues.

 

Kind regards,

Laurie

Laurie_C
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365nice
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Message 9 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

Hello - sorry to be a bit unsure on this, but when you give a fault ref - how can I check its status? I am still seeing the same packet loss and dropout issues (at least yesterday) but its possibly a bit early to know if they are still ongoing.

I wanted to check the status of Fault Ref: F009033960, to know if you think its now cleared, but I don't know how to do that?

 

Thanks,

Tim

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lotharmat
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Message 10 of 13
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Re: Another user with High Latency and frequent packet lost and you put my price up!!!

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!




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Hub 3 - Modem Mode - TP-Link Archer C7