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nbk2z84
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Dropped Packets since the 15th in BR7 area

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 todayBQM from today

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nbk2z84
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Re: Dropped Packets since the 15th in BR7 area

Downstream bonded channels

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

1330750000-0.538256 qam25
22027500002.738256 qam9
32107500002.238256 qam10
42187500001.938256 qam11
5226750000238256 qam12
62347500001.538256 qam13
72427500001.438256 qam14
82507500001.238256 qam15
9258750000138256 qam16
102667500000.738256 qam17
112747500000.538256 qam18
122827500000.238256 qam19
132907500000.538256 qam20
142987500000.538256 qam21
153067500000.538256 qam22
163147500000.538256 qam23
17322750000038256 qam24
18338750000-0.738256 qam26
19346750000-1.238256 qam27
20354750000-1.238256 qam28
21362750000-138256 qam29
22370750000-138256 qam30
23378750000-138256 qam31
24386750000-138256 qam32



Downstream bonded channels

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

1Locked38.6920
2Locked38.96950
3Locked38.65630
4Locked38.64680
5Locked38.93900
6Locked38.93530
7Locked38.62900
8Locked38.62340
9Locked38.61890
10Locked38.92020
11Locked38.91460
12Locked38.91290
13Locked38.61210
14Locked38.61180
15Locked38.6930
16Locked38.9990
17Locked38.9820
18Locked38.6780
19Locked38.9760
20Locked38.6730
21Locked38.9550
22Locked38.9590
23Locked38.6450
24Locked38.6430

Upstream bonded channels

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

14619998144.3512064 qam10
22580000041.8512032 qam13
33260000744.3512064 qam12
43940000044.3512064 qam11



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0060
3ATDMA0000
4ATDMA0000
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lotharmat
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Re: Dropped Packets since the 15th in BR7 area

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!



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Hub 3 - Modem Mode - TP-Link Archer C7

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nbk2z84
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Re: Dropped Packets since the 15th in BR7 area

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.

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lotharmat
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Re: Dropped Packets since the 15th in BR7 area

That's BS to get you off the phone!

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



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Hub 3 - Modem Mode - TP-Link Archer C7

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Ayisha_B
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Re: Dropped Packets since the 15th in BR7 area

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. 

Ayisha_B
Forum Team



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