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Foyablanca
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Message 11 of 25
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Re: High ping jitter and packet loss

Traceroute….

1 ******* (********) 10.000 ms 10.000 ms 10.000 ms
2 cdif-core-2a-xe-7019-0.network.virginmedia.net (62.255.255.77) 10.000 ms 10.000 ms 40.000 ms
3 * * *
4 * * *
5 * * *
6 tele-ic-7-ae2-0.network.virginmedia.net (62.253.175.34) 20.000 ms 20.000 ms 10.000 ms
7 2-14-250-212.static.virginm.net (212.250.14.2) 10.000 ms 20.000 ms 20.000 ms
8 one.one.one.one (1.1.1.1) 10.000 ms 20.000 ms 10.000 ms
Trace complete.

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Foyablanca
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Message 12 of 25
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Re: High ping jitter and packet loss

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a6d24f18ff541154ba740f8cb7c5ea49c05e837e-04-07-2021]

 

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risc19
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Message 13 of 25
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Re: High ping jitter and packet loss

BQM looks ok.

Powerlevels look ok.

Upstream looks bad.

Looks like a network issue as there is nothing obviously wrong.

If you wait here virgin will be along and hopefully they have some info on your upstream problems.

Did you do a reset yet?

It's basically the only think left that you can do from your end.

 

My Broadband Ping - Gig1
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Robert_P
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Message 14 of 25
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Re: High ping jitter and packet loss

Hello Foyablanca,

 

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to make us aware of this via the forums.

 

From looking at the connection, as risc19 has advised there appears to be an SNR issue with the upstream channels. I'm going to send you a private message to get some more details from you to arrange for a tech to come take a look.

 

Looking forward to hearing back from you.

 

Rob

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Robert_P
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Message 15 of 25
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Re: High ping jitter and packet loss

Thanks for confirming the details Foyablanca, I have arranged for a technician visit to come and take a look into this for you. You can find the details of the visit here 

 

If there are any issues with the date and time of the appointment, or if there are any individuals shielding in the property please let me know and i can look to get this changed. Please be aware that this was the earliest appointment available so any changes may delay the visit.

 

Rob

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Foyablanca
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Message 16 of 25
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Re: High ping jitter and packet loss

The appointment is fine. All confirmed.  Thank you for your help.

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Foyablanca
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Message 17 of 25
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Re: High ping jitter and packet loss

Hi.  The engineer came out but he says I have identified a virgin network issue at the cabinet. They need to replace something there to address the packet loss and noise. He said it would hopefully be sorted in 48hrs. Also this will be affecting all users connected to the cabinet….so fingers crossed they fix it first time at the cabinet.

will update you when it is sorted…..thanks guys

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Ashleigh_C
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Message 18 of 25
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Re: High ping jitter and packet loss

Thank you so much @Foyablanca for letting us know and I am so sorry that this is requiring a larger fix. 

 

Please do let us know how things are looking and should you require further assistance I'd be more than happy to take another look for you.

 

Thank you again. 

Ash_C
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Foyablanca
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Message 19 of 25
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Re: High ping jitter and packet loss

Hi.  After the visit I was told that the issue was at the cabinet and that it would be fixed in 48 hours. I was told to expect a call too…but nothing has been fixed and no call…what to do?

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Ayisha_B
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Message 20 of 25
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Re: High ping jitter and packet loss

Hi @Foyablanca,

 

Sorry to hear the issue still persists after you were advised the issue at the cabinet would be resolved within 48 hours. 

 

Are you able to reboot the hub for me now and let me know if you notice any difference?

 

We may need to refer this to the Area Field Manager for advice. 

Ayisha_B
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