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Consistent Packet Loss

JDB91
Tuning in

So I'm one month into being a Virgin customer, speeds are amazing compared to my previous supply but my connection is definitely not consistent. It seems to disappear sporadically through the day, some evenings it's a matter of every 15 minutes which gets tedious very fast !

I'm not an expert with these numbers but if anyone can provide an analysis on the stats it'd be most appreciated.

I'll also reply back to this thread with my thinkgraphs and network logs on evenings where I experience total loss.

EDIT: Just for clarity my primary PC is connected via ethernet, the loss occurs simultaneously across all connected devices and occurs even when we aren't home.

Downstream bonded channels

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

13310000002.240256 qam25
2203000000-0.238256 qam9
3211000000-0.238256 qam10
4219000000-0.240256 qam11
5227000000-0.238256 qam12
6235000000-0.240256 qam13
7243000000038256 qam14
8251000000040256 qam15
9259000000040256 qam16
10267000000038256 qam17
11275000000-0.238256 qam18
122830000000.240256 qam19
132910000000.540256 qam20
142990000000.938256 qam21
15307000000138256 qam22
163150000001.440256 qam23
17323000000240256 qam24
183390000002.438256 qam26
193470000002.540256 qam27
203550000002.440256 qam28
213630000002.540256 qam29
223710000002.740256 qam30
233790000002.540256 qam31
243870000002.940256 qam32



Downstream bonded channels

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

1Locked40.92983029494
2Locked38.991293444611
3Locked38.9417822295030
4Locked40.3449850297367
5Locked38.9103324444275
6Locked40.350508331711
7Locked38.939530231916
8Locked40.335649931224
9Locked40.331223828801
10Locked38.926795931556
11Locked38.924243527963
12Locked40.921765028261
13Locked40.328638534081
14Locked38.961252635076
15Locked38.934967534764
16Locked40.99427928475
17Locked40.33593027437
18Locked38.92811824742
19Locked40.92281026338
20Locked40.32102227466
21Locked40.31714223386
22Locked40.32025828070
23Locked40.33787524056
24Locked40.36853823859

Upstream bonded channels

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

14310000052.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00340

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
3254k;fg87dsfd;kfoA,.iyewrkld



Primary Downstream Service Flow

SFID26564
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID26565
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
 

 

15 REPLIES 15

JDB91
Tuning in

It's been patchy since it was first installed just over a month ago.

The family don't notice it that much as films etc buffer but I use a lot of live services so I feel it every time there's a hiccup!

I've removed the attenuator and reset, could've sworn it was a 3 but turns out it was a 6db

Downstream bonded channels

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

13310000009.940256 qam25
22030000007.540256 qam9
32110000007.540256 qam10
42190000007.640256 qam11
52270000007.540256 qam12
62350000007.540256 qam13
72430000007.840256 qam14
82510000007.640256 qam15
92590000007.540256 qam16
102670000007.838256 qam17
112750000007.540256 qam18
122830000007.640256 qam19
132910000008.140256 qam20
142990000008.640256 qam21
153070000008.540256 qam22
163150000008.940256 qam23
173230000009.540256 qam24
183390000009.640256 qam26
193470000009.640256 qam27
203550000001040256 qam28
213630000001040256 qam29
223710000009.940256 qam30
233790000001040256 qam31
2438700000010.440256 qam32



Downstream bonded channels

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

1Locked40.350
2Locked40.350
3Locked40.350
4Locked40.350
5Locked40.340
6Locked40.350
7Locked40.350
8Locked40.300
9Locked40.300
10Locked38.950
11Locked40.350
12Locked40.360
13Locked40.350
14Locked40.3110
15Locked40.360
16Locked40.350
17Locked40.950
18Locked40.300
19Locked40.900
20Locked40.960
21Locked40.350
22Locked40.950
23Locked40.350
24Locked40.900

Upstream bonded channels

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

14959997945512064 qam1
22360001243.5512064 qam5
33010001243.5512064 qam4
43659999345512064 qam3
54309998845512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

Client62
Legend

Great progress with the Upstream Channels !

Client62
Legend

Hub 3 Wi-Fi we find to be more stable with these settings where the Channels and Bandwidths are fixed and the older Wireless modes (a/b/g) are disabled : 


                    Wireless Security
Client62_0-1680359554768.png

Client62_0-1678622112364.png

Hey JDB891, thank you for reaching out and for posting these results, I can see you are in PM with my colleague at the moment.

Please do reach out with this information back in PM and he will take a look at this for you. Cheers 

Matt - Forum Team


New around here?

JDB91
Tuning in

Hi Matthew

I replied to your colleague last night but haven't heard anything back yet.

Removing the attenuator definitely appears to have calmed the connection but not completely eradicated the issue.

The spike after 8pm yesterday was me removing the attenuator & restarting the HUB

Post RS errors are still there but far reduced as well as T3 timeouts.

Screenshot 2023-07-17 183006.png

Downstream bonded channels

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

13310000001040256 qam25
22030000007.840256 qam9
32110000007.840256 qam10
42190000007.940256 qam11
52270000007.840256 qam12
62350000007.840256 qam13
7243000000840256 qam14
82510000007.940256 qam15
92590000007.640256 qam16
10267000000838256 qam17
112750000007.840256 qam18
122830000007.940256 qam19
132910000008.340256 qam20
142990000008.940256 qam21
153070000008.840256 qam22
16315000000940256 qam23
173230000009.840256 qam24
183390000009.940256 qam26
193470000009.940256 qam27
2035500000010.140256 qam28
213630000001040256 qam29
223710000001040256 qam30
2337900000010.140256 qam31
2438700000010.540256 qam32

Downstream bonded channels

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

1Locked40.3559521
2Locked40.31739648
3Locked40.31964691
4Locked40.92060651
5Locked40.317551136
6Locked40.31530843
7Locked40.31535623
8Locked40.91607922
9Locked40.31249685
10Locked38.91036549
11Locked40.3978656
12Locked40.98611552
13Locked40.9751950
14Locked40.3801566
15Locked40.37711099
16Locked40.36731220
17Locked40.3585543
18Locked40.3496658
19Locked40.34391008
20Locked40.9426456
21Locked40.3373509
22Locked40.9404851
23Locked40.3383567
24Locked40.3298662

Upstream bonded channels

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

14959997944.5512064 qam1
22360001244512064 qam5
33010001244512064 qam4
43659999345512064 qam3
54309998846512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA003480
3ATDMA003500
4ATDMA003480
5ATDMA003450

Hi @JDB91,

Thank you for getting back to me via private message so that we could look into this for you. As we discussed there, a technician visit has now been scheduled and booked.
 

I'm unable to confirm the date/time of the booking publicly, but this can be checked and managed via the My Virgin Media online account. It may not appear straight away, but after an hour or so it should update and show it.


A fault technician visit is free of charge unless one of the below instances apply:

•    You are not present for the technician visit.
•    The fault is due to your own equipment.
•    The fault is due to damage caused by yourself or someone at the premises which we were not aware of.
•    The fault is due to theft, loss, or removal of equipment.


If any of the above apply, there will be a £25 charge which will be added to the next monthly bill.


You can find more information about this here.

 

Let us know how the visit goes either way.


Thanks,


Zach - Forum Team
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