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frozenproduce
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High Latency and Packet Loss in KT4

Good Morning,

I recently moved house and joined Virgin Media, with the promise of faster download speeds than my previous VDSL connection. However the actual connection quality so far has been garbage. It's really disappointing, massive latency spikes, and high amounts of packet loss.

My 'Super' Hub 3.0 is in Modem mode, attached to a pfSense firewall running on a Dell PowerEdge R210 II. The modem's connection seems to be pretty solid. Good attenuation, and no Post RS errors on any of the downstream channels. However I continue to get periods where the connection is nigh unusable, up to 30-40% packet loss, and excessive latency. Leading me to believe that it's the upstream that's under-provisioned for the number of subscribers. Apparently the engineer that I've spoken to says that's a fault logged against the area: F008611099 with an estimated fix date of 11th May 2021. Although I cannot see anything when I check to see if there's a fault though the online portal

I've included my BQM graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d8b0d235d66f782c611a93caf090117b2e... 

I'll also go ahead and include the modem status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
60300014
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

11387500004.338256 qam1
21467500004.338256 qam2
31547500003.938256 qam3
41627500003.738256 qam4
51707500003.538256 qam5
6178750000338256 qam6
71867500003.238256 qam7
81947500003.238256 qam8
9202750000338256 qam9
10210750000338256 qam10
112187500002.938256 qam11
122267500002.938256 qam12
132347500002.738256 qam13
142427500002.738256 qam14
152507500002.938256 qam15
162587500002.938256 qam16
17266750000338256 qam17
182747500003.238256 qam18
192827500003.238256 qam19
202907500003.438256 qam20
212987500003.538256 qam21
223067500003.438256 qam22
233147500002.738256 qam23
243227500003.238256 qam24

 

Downstream bonded channels

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

1Locked38.9260
2Locked38.6490
3Locked38.9580
4Locked38.9340
5Locked38.9440
6Locked38.9420
7Locked38.6530
8Locked38.6370
9Locked38.6300
10Locked38.9340
11Locked38.6410
12Locked38.6420
13Locked38.6670
14Locked38.9740
15Locked38.9710
16Locked38.9430
17Locked38.6740
18Locked38.9520
19Locked38.6480
20Locked38.9430
21Locked38.6770
22Locked38.9670
23Locked38.61030
24Locked38.6990

 

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frozenproduce
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Re: High Latency and Packet Loss in KT4

 

Upstream bonded channels

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

16030001445.5512064 qam1
23940003346.3512064 qam4
34619990646.8512064 qam3
45370007046.8512064 qam2

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID925470
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID925469
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

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Zoie_P
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Re: High Latency and Packet Loss in KT4

Hi Frozenproduce, 

Thanks for your post I have managed to locate your account and can see you are affected by an outage and the estimated fix date is 11 MAY 2021 12:00

Thanks,

Zoie

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frozenproduce
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Re: High Latency and Packet Loss in KT4

Thanks Zoie.

I appreciate the update, any idea why this outage doesn't appear under the online outage tracker for my area?

Also how likely is it that it will actually be fixed by the 11th of may, from what I've seen with this fault, it appears that the fix date keeps getting missed and pushed back.

Cheers

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Zoie_P
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Re: High Latency and Packet Loss in KT4

Hi Frozenproduce, 

Thanks for your reply, I am sorry I know it is annoying but congestion outages do not show on the service status page, as it is not a total loss of service and does not affect everyone in the area, and effects, different customers, in different ways

Zoie

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frozenproduce
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Re: High Latency and Packet Loss in KT4

Thanks Zoie.

I appreciate that it's not a total outage, however it's certainly a degradation in service. I'm unable to rely on the connection to attend meetings, my 4G connection is better at times. 

Screenshot 2021-05-04 at 10.24.30.png

Is there anything you would recommend I do in the short term to alleviate this issue? As 64% packet loss is absolutely atrocious, and makes real time meetings nigh un-usable

Also a brief google of the incident number, refers me to another forum post by another use in the same are. https://community.virginmedia.com/t5/Speed/Slow-upload-speed/td-p/4611560 it would appear this is an ongoing issue, that has had it's resolution date continually pushed back. From the thread:

Fix dates so far have been 26th Feb, 10th March, 24th March, April 6th and April 12th.


That has then been pushed back again to the 27th of April, and then again to the 11th of May. The question is how likely is it be resolved on the 11th of May? Or should I look to cancel my contract and go back to a traditional VDSL provider?

We're currently both working from home, and it's quite frankly embarrassing constantly dropping on and off calls all day long 

Jodi_S
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Re: High Latency and Packet Loss in KT4

We completely understand the frustration caused due to this ongoing issue frozenproduce.

 

Unfortunately until this issues is resolved there is nothing much more we can offer in ways of recommendations. We appreciate the dates keep getting pushed back and that this is not helping your situation.

 

We have raised a a fault ticket on your account for you to advise that you are being affected by this congestion issue. 

 

We do hope that you do not leave for another provider due to this issue, however we fully understand that you need a reliable working service.

 

If you choose to cancel with us please call our cancellation team directly on 150/0345 454 1111 options 1,4 then 4 again.

 

Kind regards Jodi.

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