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gabrielc
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High latency and packet loss

Hello community! 

I'm getting high latency and packet loss on my broadband. Video calls and VoIP is beaking up all the time.

I called service 3 times by now, they made me reboot/reset the modem, and check the reception values and they said they are OK and that there is a failure on the area. Please could you have a look on my config and let me know if you sees any unusual? Do you think a Hub replacement may be useful here?

As you will see, there are no post RS errors and SNR is quite good.

Thanks!

 

2020-06-03 10_16_43-Greenshot image editor.jpg

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
45800034
Locked
Provisioning State
Online

 

Downstream bonded channels

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

14027500001.240256 qam25
22027500000.538256 qam9
32107500000.438256 qam10
4218750000040256 qam11
5226750000038256 qam12
6234750000038256 qam13
7242750000-0.240256 qam14
8250750000-0.240256 qam15
9258750000-0.238256 qam16
10266750000038256 qam17
11274750000038256 qam18
122827500000.538256 qam19
132907500000.740256 qam20
14298750000138256 qam21
153067500001.540256 qam22
163147500001.538256 qam23
173227500001.438256 qam24
184107500001.438256 qam26
194187500001.540256 qam27
204267500001.540256 qam28
214347500001.740256 qam29
224427500001.940256 qam30
234507500001.740256 qam31
24458750000240256 qam32



Downstream bonded channels

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

1Locked40.340
2Locked38.950
3Locked38.960
4Locked40.370
5Locked38.930
6Locked38.6100
7Locked40.340
8Locked40.960
9Locked38.970
10Locked38.960
11Locked38.650
12Locked38.640
13Locked40.980
14Locked38.6100
15Locked40.350
16Locked38.960
17Locked38.990
18Locked38.960
19Locked40.350
20Locked40.350
21Locked40.9120
22Locked40.370
23Locked40.370
24Locked40.320

 

Upstream bonded channels

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

1458000344.425512064 qam1
2536999864.425512064 qam4
3274000004.275512064 qam3
4358000124.275512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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gabrielc
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Re: High latency and packet loss

Wider timeframe. Problem seems to start after 8:30am...

thinktest.jpg

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Natalie_L
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Re: High latency and packet loss

Hi Gabriel. 

 

Thanks for posting to the Community.

 

I have taken a look at your account from our side and can confirm that there is a known issues in your area that our engineers are working to fix.

Details for the issue are - 

 

Reference: F007926770  

Status:Our engineer is on site and they're working to fix the problem

Estimated end date:08 JUL 2020 09:00

 

We apologise for any inconvenience caused. 

 

 

Nat
shauncotter
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Re: High latency and packet loss

Hi -what area does this impact? I'm in TW11 and been getting the same latency spikes and packet loss for the last two months now, with no resolution....31d4d704c203d7d9df3c889b0bbe1a1130038bc6-06-07-2020

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Chris_W1
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Re: High latency and packet loss

Hi shauncotter thanks for the message and we are sorry to hear that there is an issue with the service, we can see that the area is suffering from high congestion and is due to be resolved on the 22nd July. The fault ref is F007944937  -Chris 

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gabrielc
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Re: High latency and packet loss

Hello Natalie and team!

                        Just an update, I'm still having the same problem. Please could you check if the fix is taking longer than expected?

Thanks!

e16d9c93a4f267dc18da02db3b8a899db2c3c3b1-09-07-2020.png

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Chris_W1
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Re: High latency and packet loss

Hi gabrielc,

 

The fault reference number is F007926770  and is estimated to be fixed on the 29th July - Chris  

gabrielc
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Re: High latency and packet loss

Thank you Chris!

Do you know what happened since the previous fix date? it's 20 days more...

Reference: F007926770  

Status:Our engineer is on site and they're working to fix the problem

Estimated end date:08 JUL 2020 09:00

I know that's not your fault but I'm waiting for three months now for this to be fixed, I can't wait one more month with the risk for this not to be fixed by then.

And one more thing, I'm working on a company that provides equipment's to Virgin, I know what I'm talking about when I say, this should be fixed in not more than 1 and a half months if the company pushes for it. 

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Chris_W1
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Re: High latency and packet loss

HI shauncotter, the fix time is only an estimated time and on occasion they will need to extend it. That fault number is for your area and the engineers will aim to get this resolved as soon as they can- Chris 

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gabrielc
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Re: High latency and packet loss

I would agree that if you say to me it is going to take 25% more time.

Is like I tell you, we estimate your car is going to be fixed in one month then is 2, 3, and now 4 months. Sorry, I don't believe Virgin is going to fix it by July.

In my case, this problem makes me impossible to work from home so I will terminate the service, I think you (Virgin) had enough time for fixing this.

I suggest the rest of the community to pay special attention when Virgin says that a problem will be fixed in X amount of time, in my case, you (Virgin) are taking 4x and probably more.

 

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