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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/7530663da0fd3c2977d1ac85e33f19254b...

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.

I will post home hub 4.0 stats below

 

 

 

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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
102107500004.50000038.983261QAM25610
112187500004.19999738.605377QAM25611
122267500004.40000238.983261QAM25612
132347500004.80000338.605377QAM25613
142427500004.50000038.983261QAM25614
152507500004.50000038.983261QAM25615
162587500004.80000338.983261QAM25616
172667500004.69999738.605377QAM25617
182747500004.69999738.983261QAM25618
192827500004.69999738.983261QAM25619
202907500004.30000338.605377QAM25620
212987500003.09999838.983261QAM25621
223067500003.00000038.605377QAM25622
233147500003.29999938.983261QAM25623
243227500003.09999838.983261QAM25624
253307500002.50000038.605377QAM25625
263707500003.09999838.605377QAM25626
273787500002.59999838.605377QAM25627
283867500002.20000138.605377QAM25628
293947500003.00000037.636276QAM25629
304027500002.79999938.605377QAM25630
314107500002.29999937.636276QAM25631



3.0 Downstream channels

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

2Locked000
1Locked408854591900
3Locked177454421300
4Locked177086332200
5Locked177157603600
6Locked177186321900
7Locked157356272600
8Locked76947279900
9Locked76887735300
10Locked77150350800
11Locked77048464400
12Locked74940165200
13Locked74884301000
14Locked74986403900
15Locked75000581100
16Locked66835913000
17Locked70688181800
18Locked70593572200
19Locked70684240200
20Locked70568450700
21Locked70731396100
22Locked70603915200
23Locked70729138400
24Locked105192636500
25Locked116057148800
26Locked113081143800
27Locked116140337100
28Locked116613426100
29Locked116254060400
30Locked116775438100
31Locked13829209100



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 2.449915945665
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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
1 53700000 45.520599 5120 KSym/sec 64QAM 2
2 39400000 45.270599 5120 KSym/sec 64QAM 4
3 46200000 45.520599 5120 KSym/sec 64QAM 3
4 60300000 43.770599 5120 KSym/sec 64QAM 1


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 2 0
2 US_TYPE_STDMA 0 0 2 0
3 US_TYPE_STDMA 0 0 2 0
4 US_TYPE_STDMA 0 0 2 0

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jpeg1
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Re: Intermittent Pack Loss since upgrading to 1GB and Home Hub 4

It's hard to see wht the networking department could do to improve that connection.  Apart from a couple of T3 timeouts it looks very good.

A BQM trace would be helpful  https://www.thinkbroadband.com/broadband/monitoring/quality

What devices are you using and how are they connected to the Hub?

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

BQM Trace has been running since the 16th - https://www.thinkbroadband.com/broadband/monitoring/quality/share/7530663da0fd3c2977d1ac85e33f19254b...

If you want i can post more days if required. Look in the link above using the BQM trace. You can see high ammounts of packet loss.

So its a PC connected directly to the home hub 4 running at 1gbps, along with all the portable stuff but the main concern is working from this PC, real time services as video/audio Teams/Zoom meetings and gaming are the most effected.

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

Trace Route is below.

# Host Sent Recvd Best Avg Worst
1 thinkbroadband-gw2.core-rs2.thdo.ncuk.net 15 15 0ms 1ms 14ms
2 po4-31.bdr-rt3.thdo.ncuk.net 15 15 0ms 12ms 155ms
3 po11-13.bdr-rt2.thn.ncuk.net 15 15 0ms 1ms 10ms
4 linx-gw1.router.ntli.net 15 15 1ms 1ms 3ms
6 brnt-core-2a-ae12-0.network.virginmedia.net 15 15 1ms 1ms 5ms
7 brnt-cmts-02-tenge412.network.virginmedia.net 15 15 1ms 1ms 2ms
8 cpc101482-brnt2-2-0-cust212.4-2.cable.virginm.net 14 15 11ms 67ms 563ms

 

 

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

According to a Virgin Technical Support, after being on hold for 90 minutes.

When you have a home hub 4.0, No other tests work with the home hub 4.0 🙂 

You can only use https://samknows.com/realspeed
What absolute nonsence!

They will not accept Broadband quality monitor graphs as packet loss or any connectivity issues.
I asked repeated to show my proof and send in results but no they won't take it if its not from https://samknows.com/realspeed/

So yeah back to square one with this, hoping a Virgin media Representative can reach out to me as this is unacceptable. 

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