Constant low-level packet loss

[tievolu]

For the last month or so I've been getting constant low levels of packet loss (note the red signal at the top of the chart):

It doesn't seem to be affecting general day to day usage, but clearly something's not quite right. Rebooting the hub doesn't make any difference. The VM service page isn't working right now but last time I checked it indicated problems with TV in my area, but no issues with broadband.

Any ideas?

Downstream bonded channels

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

1	258750000	-3.5	37	256 qam	16
2	138750000	0.2	37	256 qam	1
3	146750000	0	37	256 qam	2
4	154750000	-0.7	37	256 qam	3
5	162750000	-1	37	256 qam	4
6	170750000	-1.5	37	256 qam	5
7	178750000	-1.9	37	256 qam	6
8	186750000	-2.2	37	256 qam	7
9	194750000	-2.7	37	256 qam	8
10	202750000	-3	37	256 qam	9
11	210750000	-3.5	37	256 qam	10
12	218750000	-3.9	37	256 qam	11
13	226750000	-4.5	37	256 qam	12
14	234750000	-4.7	37	256 qam	13
15	242750000	-4.7	37	256 qam	14
16	250750000	-4.2	37	256 qam	15
17	266750000	-3.9	37	256 qam	17
18	274750000	-3.7	37	256 qam	18
19	282750000	-3.5	37	256 qam	19
20	290750000	-4	37	256 qam	20
21	298750000	-3.7	37	256 qam	21
22	306750000	-3.7	37	256 qam	22
23	314750000	-4.2	37	256 qam	23
24	322750000	-4.2	37	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	474	0
2	Locked	37.3	144	0
3	Locked	37.6	166	0
4	Locked	37.6	244	0
5	Locked	37.6	347	0
6	Locked	37.6	253	0
7	Locked	37.3	214	0
8	Locked	37.3	223	0
9	Locked	37.6	272	0
10	Locked	37.3	357	0
11	Locked	37.3	578	0
12	Locked	37.6	647	0
13	Locked	37.6	1001	0
14	Locked	37.3	1295	0
15	Locked	37.3	1128	0
16	Locked	37.6	735	0
17	Locked	37.6	756	0
18	Locked	37.6	586	0
19	Locked	37.3	645	0
20	Locked	37.6	875	0
21	Locked	37.3	681	0
22	Locked	37.6	766	0
23	Locked	37.6	1063	0
24	Locked	37.6	998	0

Upstream bonded channels

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

1	43100000	44.5	5120	64 qam	2
2	49599976	44.8	5120	64 qam	1
3	30100000	44.8	5120	64 qam	4
4	36600000	44	5120	64 qam	3
5	23600110	47.2	5120	16 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	12	0

[Steven_L]

Thanks for coming back to us tievolu, you can look into our guaranteed upload speeds here.

The ongoing network issues are still showing an estimated fix time of 12.30 tomorrow (7th March).

We can look into compensation for this but first would need to take a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[tievolu]

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@Steven_L wrote:

The ongoing network issues are still showing an estimated fix time of 12.30 tomorrow (7th March).

The issue is still not fixed. Presumably the date has been pushed out again?

[David_Bn]

Thanks for coming back to us @tievolu.

Looking into the local area, the outage appears to be still present and is now estimated to be fixed on 15/03/23 at 12:25pm.

Sorry for the inconvenience this may cause you. 

We'll do all we can to have the fault resolved as soon as possible for you, and all effected customers.

Kindest regards,

David_Bn

[dorrpark22]

I get same issues.....!

No compensation received still.

[Zach_R]

Hi @dorrpark22,

Thank you for your post and welcome back to our community forums. We're here to help.

I can see that my colleague has already responded to you via the other thread that you made about your connection issues. We'll continue to assist you from there with this going forward.

Thanks,
 

[tievolu]

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@David_Bn wrote:

Looking into the local area, the outage appears to be still present and is now estimated to be fixed on 15/03/23 at 12:25pm.

---

Still not fixed. Presumably the date has been pushed out again?

[Paul_DN]

Hi tievolu,

Thank you for reaching back out, really sorry for any inconvenience the SNR (Signal to Noise Ratio) fault is causing, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

As this is caused by a damaged or exposed cable making noise on the Network, it can take a little while to locate this and once found becuase our cables are underground we usually require permission from the local council to carry out the needed work, this is what can take the longest time and causes a delay in getting the fault fixed.

This was first raised on 21/02/23 and the estimated fix time now is 22/03/22 @ 12:25.

Thank you for your patience, we will aim to get this resolved ASAP.

Regards

Paul. 

[tievolu]

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@Paul_DN wrote:

This was first raised on 21/02/23 and the estimated fix time now is 22/03/22 @ 12:25.

---

Thanks for the update.

The problem has actually been present since last September, perhaps earlier, as described in the first post in this thread.

[Molly_T]

Hi Tievolu 👋 thank you for coming back to us!

Sincerest apologies that this issue has been going on for some time, we appreciate this must be frustrating!

Hopefully once the SNR outage is confirmed as ended the primary issue causing your fault will be resolved. If not, and you are still experiencing problems please let us know! We can then investigate further and offer additional support. 

I will also mention that your hub is currently running in Modem mode, so we are limited with what data we can test with. If you do continue to have issues please pop your hub into router mode to pull some data for monitoring, which will help us when offering further support!

All the best. 🌞

[tievolu]

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@Molly_T wrote:

Sincerest apologies that this issue has been going on for some time, we appreciate this must be frustrating!

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Yep! 😂

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@Molly_T wrote:

Hopefully once the SNR outage is confirmed as ended the primary issue causing your fault will be resolved. If not, and you are still experiencing problems please let us know! We can then investigate further and offer additional support. 

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Sure. We'll cross that bridge when (or if) we come to it.

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@Molly_T wrote:

I will also mention that your hub is currently running in Modem mode, so we are limited with what data we can test with. If you do continue to have issues please pop your hub into router mode to pull some data for monitoring, which will help us when offering further support!

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I don't think this is an option, at least not for more than a few minutes, because I need my router in place and the resulting double NAT would cause all sorts of problems.