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

[Soulja]

I've also been having issues with packet loss for a week or so now. Can you take a look into it please?

[Link removed]

[Link removed]

[MOD EDIT: Links removed as IP address revealed]

[Martin_N]

Hi Soulja, 

Thank you for your post. I'm very sorry to hear about the issue you've been having. 

Can you expand on the issue you've been having on your devices?

Is this on a Wired & Wireless connection? 

^Martin

[tievolu]

I received a text message this morning saying the issue has been fixed, bit it isn't fixed.

It has actually got worse since I received that message.

[Kath_F]

Hi tievolu,

Thanks for coming back to us and apologies to hear things haven't resolved with the fault. 

Checking our systems, I can see that there is a new fault open that is affecting you. The details of that are here: 

• Fault reference number: F010496041
• Estimated fix time: 28 FEB 2023 12:25
• Description: Status report  ||  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.

I have made a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. 

If there is anything else we can do, let us know. 

Thanks,

[tievolu]

---

@Kath_F wrote:

I have made a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved.

---

Do I get compensation for the five months that this problem has been going on so far?

[Akua_A]

You can check the following link to see if you are entitled to compensation https://virg.in/autocomp I have checked the fault for you for updates. The estimated fix time is 28 FEB 2023 12:25. Please bear with our team while they resolve this. If the issue persists after the given estimated fix time, let us know and we will do our best to help.

Thanks,

[tievolu]

The fix date has already been pushed out, over and over again, for five months. The history is all here in this thread.

[tievolu]

Just as an example of how this is impacting me (in addition to the constant packet loss), I currently have a large upload job running, and my logs show that the upload rate is hardly ever getting above 4Mbps. So a backup job that should take about two days (at 30Mbps) is going to take two weeks.

Is there a minimum guaranteed upload speed? I see some stuff here for download speeds, but nothing for upload.

[Adri_G]

Hey tievolu, thanks for the updates and sorry to hear of the up-speed issues and the ongoing outage.

Please, visit this link here to view all details on our advertised broadband speeds if you scroll down to ''Our Estimated Broadband Speeds'' and select your current speed tier.
Our guaranteed speeds can be also seen there, let us know if you have more questions in regard.

 About your packet loss and the outage issues, our latest updates advise of a fix on 7th March at 12:25pm.
This may be also affecting your uploading as intermittencies are caused.

Tell us how you get on and happy to advise on anything more you need.

[tievolu]

---

@Adri_G wrote:

Please, visit this link here to view all details on our advertised broadband speeds if you scroll down to ''Our Estimated Broadband Speeds'' and select your current speed tier.
Our guaranteed speeds can be also seen there, let us know if you have more questions in regard.

---

I don't see anything in the page you linked to about estimated or guaranteed upload speeds (you linked to a page titled "How to use Virgin TV Go app and website", which doesn't seem relevant).

As I said before, I see some information about download speeds here, but nothing about upload speeds.

You have also not answered my question about compensation for the disruption to my service for the last five months. This conversation is becoming increasingly frustrating.