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bastila07
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Intermittent Pack Loss since upgrading to 1GB and Home Hub 4

Hi All,

I've been experiencing packet loss and connection issues since my M350 upgrade to the 1GB line and Home hub 4.0 since the 9th December. I had no issues on my M350 connection previously

TBM Link - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7530663da0fd3c2977d1ac85e33f19254b46bb9d


Picture example of one of the days.

bastila07_0-1608739024304.png

As you can see i'm having intermittent packet loss of up to 25%, I also have to reboot the hub quite frequently as my internet just drops. All my testing is done on wired connections of course to rule out any wireless issues. The problem when I have this packet loss, gaming is horrible as you can imagine, I'm working from home so any packet sensitive applications such as video/audio calls on Teams/Zooms keep dropping out which is super frustrating!

I've got an active case number with Virgin 16917970 logged on the 17th December. 

Had to hold a total of over 2 hours to get a ticket logged. Its crazy that phone is the only way to actually log a fault but oh well.

They arranged for a technician to come yesterday 22nd December and they physically verified on my connections and singalling etc and everything seems fine. He said he would escalate it to the networking department to be in touch but of course no update or email or any contact confirming this has been done so I'm sitting on hold for 1 hour now to see if I can escalate this some how.

Can anybody on the forums assist escalating this instead of me having to wait 2-3 hours for my phone call to be picked up. 




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bastila07
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Re: Intermittent Pack Loss since upgrading to 1GB and Home Hub 4

3.0 Downstream channels

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

21467500005.09999838.983261QAM2562
11387500006.00000038.983261QAM2561
31547500004.09999838.983261QAM2563
41627500003.50000038.983261QAM2564
51707500002.90000238.983261QAM2565
61787500003.40000238.983261QAM2566
71867500004.09999838.983261QAM2567
81947500004.40000240.366287QAM2568
92027500004.50000038.983261QAM2569
102107500004.50000038.605377QAM25610
112187500004.19999738.983261QAM25611
122267500004.40000238.983261QAM25612
132347500004.80000338.605377QAM25613
142427500004.40000238.605377QAM25614
152507500004.50000038.983261QAM25615
162587500004.80000338.983261QAM25616
172667500004.59999838.983261QAM25617
182747500004.69999738.983261QAM25618
192827500004.69999738.983261QAM25619
202907500004.19999738.983261QAM25620
212987500003.09999838.605377QAM25621
223067500003.00000038.605377QAM25622
233147500003.20000138.605377QAM25623
243227500003.09999838.605377QAM25624
253307500002.50000038.605377QAM25625
263707500003.09999838.605377QAM25626
273787500002.59999838.605377QAM25627
283867500002.20000138.605377QAM25628
293947500003.00000037.636276QAM25629
304027500002.90000238.605377QAM25630
314107500002.29999937.355988QAM25631



3.0 Downstream channels

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

2Locked000
1Locked403694817000
3Locked174030150800
4Locked173642693400
5Locked173761896000
6Locked173745871200
7Locked154038764500
8Locked75095418800
9Locked75037453800
10Locked75298968500
11Locked75179111100
12Locked73130661100
13Locked73070521200
14Locked73161100100
15Locked73191763300
16Locked65072682100
17Locked68903749700
18Locked68824662900
19Locked68923589100
20Locked68791815900
21Locked68947737700
22Locked68819683400
23Locked68960895200
24Locked102999165900
25Locked113460038400
26Locked110479787900
27Locked113516650000
28Locked114011909000
29Locked113703929000
30Locked114145125700
31Locked8623489500



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159864K1680QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 2.449345922665
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bastila07
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Re: Intermittent Pack Loss since upgrading to 1GB and Home Hub 4

3.0 Upstream channels

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

15370000045.5205995120 KSym/sec64QAM2
23940000045.2705995120 KSym/sec64QAM4
34620000045.5205995120 KSym/sec64QAM3
46030000043.7705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0020
2US_TYPE_STDMA0020
3US_TYPE_STDMA0020
4US_TYPE_STDMA0020
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