Dropped Packets since the 15th in BR7 area

[nbk2z84]

Something happened on the 15th since then constant 1-5% dropped packets, today router had to be rebooted because it peaked to be totally unusable.

Call helpdesk and just get told no area issues reboot, Virgin works perfectly but once issues start it takes forever to get acknowledged and fixed

BQM of today...

BQM from today

[nbk2z84]

Downstream bonded channels

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

1	330750000	-0.5	38	256 qam	25
2	202750000	2.7	38	256 qam	9
3	210750000	2.2	38	256 qam	10
4	218750000	1.9	38	256 qam	11
5	226750000	2	38	256 qam	12
6	234750000	1.5	38	256 qam	13
7	242750000	1.4	38	256 qam	14
8	250750000	1.2	38	256 qam	15
9	258750000	1	38	256 qam	16
10	266750000	0.7	38	256 qam	17
11	274750000	0.5	38	256 qam	18
12	282750000	0.2	38	256 qam	19
13	290750000	0.5	38	256 qam	20
14	298750000	0.5	38	256 qam	21
15	306750000	0.5	38	256 qam	22
16	314750000	0.5	38	256 qam	23
17	322750000	0	38	256 qam	24
18	338750000	-0.7	38	256 qam	26
19	346750000	-1.2	38	256 qam	27
20	354750000	-1.2	38	256 qam	28
21	362750000	-1	38	256 qam	29
22	370750000	-1	38	256 qam	30
23	378750000	-1	38	256 qam	31
24	386750000	-1	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	92	0
2	Locked	38.9	695	0
3	Locked	38.6	563	0
4	Locked	38.6	468	0
5	Locked	38.9	390	0
6	Locked	38.9	353	0
7	Locked	38.6	290	0
8	Locked	38.6	234	0
9	Locked	38.6	189	0
10	Locked	38.9	202	0
11	Locked	38.9	146	0
12	Locked	38.9	129	0
13	Locked	38.6	121	0
14	Locked	38.6	118	0
15	Locked	38.6	93	0
16	Locked	38.9	99	0
17	Locked	38.9	82	0
18	Locked	38.6	78	0
19	Locked	38.9	76	0
20	Locked	38.6	73	0
21	Locked	38.9	55	0
22	Locked	38.9	59	0
23	Locked	38.6	45	0
24	Locked	38.6	43	0

Upstream bonded channels

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

1	46199981	44.3	5120	64 qam	10
2	25800000	41.8	5120	32 qam	13
3	32600007	44.3	5120	64 qam	12
4	39400000	44.3	5120	64 qam	11

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[lotharmat]

Apart from 1 channel on the U/S being at 32 QAM all looks fine with the stats.

BQM clearly shows significant packet loss!

What does the 0800 561 0061 number say?

There must surely be a local fault for that amount of packet loss!

[nbk2z84]

Called them again this time they said it looks like cable issue between brown box and router. I was told to reconnect both ends and monitor for a week before calling back.  I disconnected and reconnected both ends monitor for an hour now and packet loss the same.  Guess I have to sit on my hand for a week before I can call to say issues still exists.

As always VM broadband is amazing when its working which to be fair is most of the time, but when something goes wrong is a real pain to get it sorted in  timely manor and its certainly not the cheapest option.

[lotharmat]

That's BS to get you off the phone!

Call them back and tell them that you have evidence of massive packet-loss!

[Ayisha_B]

Hi @nbk2z84,

Welcome to our Community Forum and thanks for posting.

I am sorry to hear you are having some issues with your service. I have taken a look at the account and can see your area is currently impacted by a SNR (Signal to Noise Ratio) outage which is expected to be resolved by 31 AUG 2021 09:00. The Fault Reference Number for this is F009233292.

You might find that your Virgin Fibre, Virgin TV or TiVo® 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.

We do apologise for any inconvenience caused.