Virgin Media Community

[OokraMoO]

For the past few months/weeks I've been getting horrific packet loss, especially while gaming, making it unplayable, usually during peak times.

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

1	203000000	-4	40	256 qam	9
2	211000000	-4	40	256 qam	10
3	219000000	-4.2	40	256 qam	11
4	227000000	-4.2	40	256 qam	12
5	235000000	-4.5	40	256 qam	13
6	243000000	-4.7	40	256 qam	14
7	251000000	-4.7	40	256 qam	15
8	259000000	-4.7	40	256 qam	16
9	267000000	-4.5	40	256 qam	17
10	275000000	-4.7	40	256 qam	18
11	283000000	-4.7	40	256 qam	19
12	291000000	-4.7	40	256 qam	20
13	299000000	-4.5	40	256 qam	21
14	307000000	-4.5	40	256 qam	22
15	315000000	-4.7	40	256 qam	23
16	323000000	-4.7	40	256 qam	24
17	331000000	-4.5	40	256 qam	25
18	371000000	-4.4	40	256 qam	26
19	379000000	-4.2	40	256 qam	27
20	387000000	-4.5	40	256 qam	28
21	395000000	-4.5	40	256 qam	29
22	403000000	-4.4	40	256 qam	30
23	411000000	-4.2	40	256 qam	31
24	419000000	-4.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	9	0
2	Locked	40.3	4	0
3	Locked	40.3	5	0
4	Locked	40.3	5	0
5	Locked	40.9	4	0
6	Locked	40.3	7	0
7	Locked	40.3	8	0
8	Locked	40.3	6	0
9	Locked	40.3	5	0
10	Locked	40.9	7	0
11	Locked	40.3	5	0
12	Locked	40.3	6	0
13	Locked	40.9	6	0
14	Locked	40.9	19	0
15	Locked	40.3	6	0
16	Locked	40.3	7	0
17	Locked	40.3	5	0
18	Locked	40.3	1	0
19	Locked	40.3	4	0
20	Locked	40.3	7	0
21	Locked	40.3	8	0
22	Locked	40.3	5	0
23	Locked	40.3	4	0
24	Locked	40.9	8	0

Upstream bonded channels

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

1	46200205	45.8	5120	64 qam	1
2	25800000	44.8	5120	64 qam	4
3	32599870	45.3	5120	64 qam	3
4	39399912	45.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	188	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

What's going on?

Thanks

[jbrennand]

Your BQM's are rejected" as they contain your i.p.address. You need to either blank tat out on the images, or post as per the "share live link" instructions.

That said - I can see them and they aren't good! Neither is a mass of T3 timeouts.

Can you try this...
_______________

Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time

Then copy/paste as “Formatted Text” (not images) the full Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - or if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again for it to go).

Also see if the T3 error counts in the UP channels reset to 0 and see if they start building up and appear in the logs.

[jbrennand]

Forgot to add - check for any known issues... as well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[OokraMoO]

Thanks for the tips, I did do a factory reset 2 days ago the same way you said, didn't make any difference it seems. I called the Service Status number you said, and it said there are issues in my postcode and the engineers are working on a fix. It's been like it for a few months now so not holding out much hope, thanks. (Also fixed the graphs hopefully) (T3 Timeouts are now at 1078)

[jbrennand]

OK not much you can do until VM fix the known issue. Was there not an estimated fix date given?

What is slightly worrying is that the issues only seem to be present during "peak usage" hours and so could translate into an overutilisation (too many users) issue - which tend to drag on for months or years ! Lets see what VM have to say when they get here in a day or two and be able to give your more info on that.

[OokraMoO]

Oh I know all too well about the over utilisation issues in my area, every year or 2 VM sign up too many people and I have huge ping spikes and packet loss until they fix it after 8 or so months, then it happens again a year or so later. Unfortunately can't even switch to another ISP as it's all phone line and that's even worse for me.

[jbrennand]

Oh dear 😞 In that case you know only too well the value of the estimated fix dates ! Might get better once this pandemic is over and people are maybe using it less for WFH, Zooming, Video streaming, etc, in the daytime hours

What about a 5G BB SIM deal. Good unlimited data packages can be had for ~£25/month. Worth considering if you are in a 5G area - should be better than a phone line ?

[David_Bn]

I've looked into this for you @OokraMoO and it seems that the outage is currently running until 08/06/21 at 09:00

Sorry for the inconvenience this may cause you and we will do all we can to have this resolved for you as soon as possible 

Kindest regards,

David_Bn

[OokraMoO]

It's now the 10th, the issue is still there. I called the service number again and it says all issues resolved, they aren't.

8th9th10th

Spoiler

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	-4	40	256 qam	9
2	211000000	-4	40	256 qam	10
3	219000000	-4.2	40	256 qam	11
4	227000000	-4.4	40	256 qam	12
5	235000000	-4.5	40	256 qam	13
6	243000000	-4.7	40	256 qam	14
7	251000000	-4.7	40	256 qam	15
8	259000000	-4.7	40	256 qam	16
9	267000000	-4.5	40	256 qam	17
10	275000000	-4.7	40	256 qam	18
11	283000000	-4.5	40	256 qam	19
12	291000000	-4.5	40	256 qam	20
13	299000000	-4.4	40	256 qam	21
14	307000000	-4.4	40	256 qam	22
15	315000000	-4.5	40	256 qam	23
16	323000000	-4.5	40	256 qam	24
17	331000000	-4.5	40	256 qam	25
18	371000000	-4.2	40	256 qam	26
19	379000000	-4.2	40	256 qam	27
20	387000000	-4.5	40	256 qam	28
21	395000000	-4.5	40	256 qam	29
22	403000000	-4.4	40	256 qam	30
23	411000000	-4.2	40	256 qam	31
24	419000000	-4.2	40	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	236	0
2	Locked	40.3	60	0
3	Locked	40.3	88	0
4	Locked	40.3	90	0
5	Locked	40.3	158	0
6	Locked	40.3	100	0
7	Locked	40.3	80	0
8	Locked	40.3	78	0
9	Locked	40.3	109	0
10	Locked	40.3	293	0
11	Locked	40.9	137	0
12	Locked	40.3	91	0
13	Locked	40.9	124	0
14	Locked	40.3	62	0
15	Locked	40.3	106	0
16	Locked	40.3	62	0
17	Locked	40.9	165	0
18	Locked	40.3	72	0
19	Locked	40.3	38	0
20	Locked	40.3	71	0
21	Locked	40.9	46	0
22	Locked	40.9	73	0
23	Locked	40.3	60	0
24	Locked	40.3	86	0

Spoiler

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

1	46200000	46.5	5120	64 qam	1
2	25800009	45.5	5120	64 qam	4
3	32600000	45.8	5120	64 qam	3
4	39400000	46	5120	64 qam	2

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

1	ATDMA	0	0	5	0
2	ATDMA	0	0	6128	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	5	0

[Zoie_P]

Thanks for keeping us posted OokraMoO, 

I can see the SNR is still on track to be resolved to day at 6pm

Keep us posted 

Zoie