Huge packet loss and ping issue at peak times

[RhysD]

Hi all,

Just moved to Virgin Media and experiencing up to 50% packet loss and unstable pings between roughly 1800-2200, makes any king of VOIP gaming etc impossible. Similarly my download speed halves to well below the minimum guaranteed speed. Outside of these times it seems pretty solid. 

I have tested this with a wired and wireless connection, with Hub4 in modem mode using a different router and removed all devices but one from the network. 

I fully expect this is going to be an over-utilisation issue with no fix as it only happens at peak times but before I go down the route of getting out of my contract and moving back to BT was wondering if anyone had any suggestions?

Cheers,

Rhys

[lotharmat · Accepted solution]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[RhysD]

Thanks for the response, seems i have to post them separately due to character limit

Refresh data

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	4
DOCSIS 3.1 channels	0	0

[RhysD]

3.0 Downstream channels

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

25	330750000	7.900002	38.983261	QAM256	25
1	138750000	6.300003	40.366287	QAM256	1
2	146750000	6.300003	40.366287	QAM256	2
3	154750000	6.699997	38.983261	QAM256	3
4	162750000	6.500000	38.983261	QAM256	4
5	170750000	6.400002	40.366287	QAM256	5
6	178750000	6.500000	40.366287	QAM256	6
7	186750000	6.500000	40.366287	QAM256	7
8	194750000	6.400002	40.366287	QAM256	8
17	266750000	6.900002	38.983261	QAM256	17
18	274750000	7.000000	40.366287	QAM256	18
19	282750000	7.099998	40.366287	QAM256	19
20	290750000	6.699997	38.983261	QAM256	20
21	298750000	7.199997	38.983261	QAM256	21
22	306750000	7.400002	38.983261	QAM256	22
23	314750000	7.500000	38.983261	QAM256	23
24	322750000	7.300003	40.366287	QAM256	24
26	370750000	8.599998	40.366287	QAM256	26
27	378750000	8.699997	38.983261	QAM256	27
28	386750000	9.199997	40.366287	QAM256	28
29	394750000	9.199997	40.946209	QAM256	29
30	402750000	9.099998	40.366287	QAM256	30
31	410750000	9.500000	40.366287	QAM256	31
32	418750000	9.699997	40.366287	QAM256	32
33	426750000	9.400002	40.366287	QAM256	33
34	434750000	9.699997	40.366287	QAM256	34
35	442750000	10.199997	40.946209	QAM256	35
36	450750000	10.300003	40.366287	QAM256	36
37	458750000	10.199997	40.946209	QAM256	37
38	466750000	10.800003	40.946209	QAM256	38
39	474750000	10.900002	40.366287	QAM256	39
40	482750000	11.000000	40.366287	QAM256	40

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	40.366287	6	0
2	Locked	40.366287	8	0
3	Locked	38.983261	3	0
4	Locked	38.983261	7	0
5	Locked	40.366287	6	0
6	Locked	40.366287	7	0
7	Locked	40.366287	6	0
8	Locked	40.366287	5	0
17	Locked	38.983261	2	0
18	Locked	40.366287	2	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	40.946209	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	Locked	40.366287	0	0
35	Locked	40.946209	0	0
36	Locked	40.366287	0	0
37	Locked	40.946209	0	0
38	Locked	40.946209	0	0
39	Locked	40.366287	0	0
40	Locked	40.366287	0	0

[RhysD]

Refresh data

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

1	46200000	45.250000	5120 KSym/sec	64QAM	3
2	39400000	45.000000	5120 KSym/sec	64QAM	4
3	32600000	44.250000	5120 KSym/sec	64QAM	5
4	25800000	43.750000	5120 KSym/sec	64QAM	6

3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[RhysD]

Refresh data

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.0
Config file	cmreg-vmdg640-bbt062-b.cm

Primary Downstream Service Flow

SFID	1039240
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1039239
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[RhysD]

Network Log

Time Priority Description

Thu Jan 1 00:01:26 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:52:05 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:52:30 2021	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:58:00 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 29 19:58:26 2021	5	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[risc19]

Power levels on the downstream are too high.

You will need an engineer to adjust them.

Lets hope that all it is, but it may be worth setting up a BQM from think broadband.

It can really help.

[Akua_A]

Hi @RhysD,

Welcome to our community forums and thank you for your first posts. 

Sorry to hear you have been experiencing these ongoing issues. This is not the best service we look to provide to a new customer. We want to do our best to help. I have sent you a private message regarding this. Please look out for the purple envelope on the right hand side of the page and provide a response.

Many thanks,