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

[legacy1]

---

@Ashleigh_C wrote:

I can see the Hub has been online for 19 days, are you able to perform a pin hole reset for us? To do this push a pen into the reset hole and hold in for 20 seconds.

---

If solving a headache by using a hammer would work we all be doing that. Stop delaying the support by unnecessary resets and your hub has been on too long.

[legacy1]

For a deeper look into the problem if its downstream or upstream run hub in modem mode with a PC with Wireshark and new BQM allowed in firewall

https://www.wireshark.org/

main filter

host 80.249.99.164

then filter

ip.src== 80.249.99.164

in main bar > view > time display format set to

seconds since previous displayed packet

and in milliseconds

Under time you see 1.000 ~0.999 when this goes beyond 2.000 its downstream packet loss but if its stable its upstream packet loss.

[Adri_G]

Hi tievolu, thank you for reaching out on our help forum about this issue.
We're sorry to hear of the service problems faced recently, from our checks we can advise there is currently an area outage that may be affecting you.
Please, visit here for more details on this.

We can advise that based on the latest updates, this issue is being looked into and is estimated to be fixed by 30th December at 13:15pm.
Apologies for any inconvenience caused by this, please rest assured our staff is working their best to have this restored as soon as possible.

Let us know if you have more questions or concerns about the above, happy to advise more.

[tievolu]

---

@Adri_G wrote:

We're sorry to hear of the service problems faced recently, from our checks we can advise there is currently an area outage that may be affecting you.
Please, visit here for more details on this.

---

The only issues listed there are two TV issues and neither of them have an ETA of December 30 🤷‍

This has been going on for months now.

[Ayisha_B]

Sorry, it hasn't updated on the Service Status. 

I can confirm the outage is open and the estimated time of fix is 30 DEC 2022 13:15.

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 all impacted in the area. 

Thank you

[tievolu]

---

@Ayisha_B wrote:

I can confirm the outage is open and the estimated time of fix is 30 DEC 2022 13:15.

---

I can confirm that this is still not fixed.

[Robert_P]

Apologies for the delays tievolu, outage F010239012 now has an estimated fix date of the 5th January at 13.15. Sometimes the issues are more complex and require more work than originally anticipated which can delay the estimated fix time provided via our Service Status page here.

Rob

[tievolu]

---

@Robert_P wrote:

Sometimes the issues are more complex and require more work than originally anticipated which can delay the estimated fix time provided via our Service Status page here.

---

Understood, but this issue has been going on for about three months now, with money and time wasted on what appears to have been an unnecessary re-pull. Is there any further detail you can provide about why this is taking so long to fix? For example, has the problem actually been identified yet? Is the solution understood, but waiting for parts/funding etc.?

Also, and I've mentioned this several times now, this issue is not mentioned on your service status page, which currently looks like this for me:

If nothing else, can you at least get the issue listed on the service status page so I can track it without having to waste my time repeatedly following up in this forum thread?

[tievolu]

CityFibre just turned up this morning to start digging up our road. Let's see if they can install a completely new fibre optic network in my street before VM can fix their existing one.

Either way I'm out of here as soon as I can cancel my VM contract - I'm hoping for a nicely timed VM price increase 🤞

[Natalie_L]

Thank you for your reply. 

I am afraid the information you have requested is not made available to us and we are only able to provide the details listed on the outage report from the field. 

We appreciate this must be frustrating and apologise for the delays. Our team will do all they can to have this resolved as soon as possible. 

Thanks,