Virgin Media Community

[XLLC3]

Hi there,

I've been experiencing some degree of packet loss on my connection since apx 6:45 AM on the 20th of January, and this has persisted since then despite rebooting all of my equipment multiple times over the course of the days since, and the packet loss has since begun to climb higher.

Below is a BQM graph for the 20th, the 100% spike periods are times where the WAN connection has dropped out entirely.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/882b7cd0ed35b1d375132afdd1791ef261... 

Here is a BQM graph for the 21st, you can see here that things improved for a few hours, with the packet loss dropping down to 0/1% before performance began to degrade again.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b36d21a6b6f76157181cdb196962bf11c5... 

BQM graph for the 22nd. Packet loss improved around midday again, before climbing up in the afternoon.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/90102aff1fe259de1ff2eadea16c3a8172...

Here is the 23rd; packet loss is beginning to remain consistently high.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a989770856a2a43a7ab19bb08f7219c748... 

And here is a live BQM graph;

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a8b1fbf253029ee4fc268e6b392598c911...

Following is my downstream/upstream and log from my Hub2 (VMDG480, Modem Mode).

Downstream
	DS-1	DS-2	DS-3	DS-4	DS-5	DS-6	DS-7	DS-8
Frequency (Hz)	139000000 Hz	147000000 Hz	155000000 Hz	163000000 Hz	171000000 Hz	179000000 Hz	187000000 Hz	195000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	1	2	3	4	5	6	7	8
Modulation	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256	QAM256
Symbol Rate (Msym/sec)	6.952	6.952	6.952	6.952	6.952	6.952	6.952	6.952
Interleave Depth	I=12	I=12	I=12	I=12	I=12	I=12	I=12	I=12
J=17	J=17	J=17	J=17	J=17	J=17	J=17	J=17
Power Level (dBmV)	10.7 dBmV	10.1 dBmV	9.6 dBmV	8.7 dBmV	9.8 dBmV	9.6 dBmV	9.3 dBmV	8.4 dBmV
RxMER (dB)	41.4 dB	41.4 dB	40.9 dB	40.8 dB	41.4 dB	41.4 dB	41.3 dB	40.9 dB

Upstream
	US-1	US-2	US-3	US-4
Channel Type	2	2	2	2
Channel ID	5	3	4	6
Frequency (Hz)	32600000 Hz	46200000 Hz	39400000 Hz	25800000 Hz
Ranging Status	Success	Success	Success	Success
Modulation	QAM32	QAM32	QAM32	QAM16
Symbol Rate (Sym/sec)	5120000	5120000	5120000	5120000
Mini-Slot Size	64	64	64	64
Power Level (dBmV)	38.3 dBmV	38.8 dBmV	38.3 dBmV	37.8 dBmV
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	10	10	10	10
T4 Timeouts	35	35	35	35

Network Log

First Time	Last Time	Priority	Error Number	Description
23/00/2021 15:36:30	23/00/2021 15:36:30	Critical (3)	82000400	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/00/2021 15:35:57	23/00/2021 15:35:57	Critical (3)	82000700	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/00/2021 12:34:02	23/00/2021 12:34:02	Critical (3)	82000500	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thank you in advance for any time you spend looking into this.

[Andruser]

Downstream power's looking a touch too high, and upstream is showing a lot of timeouts.  I'll flag this for the forum staff to advise, see what they can come up with.

[Corey_C · Accepted solution]

Thanks for your post and for reaching out to the Community Forums, XLLC3, 

Sorry to hear that you have been having connectivity issues. I've run a remote diagnostic and it has identified that you may be impacted by an ongoing SNR fault in the area as per below:

• Reference Number:F008752681  
• Estimated end date:29 JAN 2021 09:15

Cheers,

Corey C