Packet Loss and connection loss

[stiffers]

Hi all, had my virgin media installation last satuday (9th Oct) and since then I've had quite a few issues. First day of install the connection dropped a few times, came back after a few minutes each time but was still worrying considering it had just been installed. I haven't experienced this since but then last night I have been getting packet loss issues. Looking into the router status I can see a lot of errors so I've come here to get some insight. My main PC is connected via ethernet to the router, all cables etc are tight.

I set up a BQM as of last night and you can see some packet loss:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c67ba2a8eeaba4671597ae0f6ebaeb89c9...

 Then the live BQM here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e8519d0356254e361c499aac2465c0fe81a53a6

Router Logs:

Downstream bonded channels

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

1	387000000	1	38	256 qam	32
2	203000000	2.4	38	256 qam	9
3	211000000	2	38	256 qam	10
4	219000000	1.9	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	1.7	40	256 qam	13
7	243000000	2.2	38	256 qam	14
8	251000000	2.7	40	256 qam	15
9	259000000	2.5	38	256 qam	16
10	267000000	2.5	40	256 qam	17
11	275000000	2.2	40	256 qam	18
12	283000000	2.2	40	256 qam	19
13	291000000	2	38	256 qam	20
14	299000000	2	38	256 qam	21
15	307000000	2	38	256 qam	22
16	315000000	2.2	40	256 qam	23
17	323000000	2.2	38	256 qam	24
18	331000000	2.2	38	256 qam	25
19	339000000	2.2	38	256 qam	26
20	347000000	1.9	40	256 qam	27
21	355000000	1.7	38	256 qam	28
22	363000000	1.4	38	256 qam	29
23	371000000	1	40	256 qam	30
24	379000000	1	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	7973	2316
2	Locked	38.9	10158	12116
3	Locked	38.9	10329	11956
4	Locked	38.9	10114	11031
5	Locked	38.9	10138	10423
6	Locked	40.3	10146	9964
7	Locked	38.9	10028	9386
8	Locked	40.3	9978	8702
9	Locked	38.9	9954	8403
10	Locked	40.3	10013	7441
11	Locked	40.3	9905	7144
12	Locked	40.3	9956	6387
13	Locked	38.9	9904	6137
14	Locked	38.9	9594	5711
15	Locked	38.9	9734	5317
16	Locked	40.3	9409	5054
17	Locked	38.9	9294	4576
18	Locked	38.9	9293	4256
19	Locked	38.9	9146	3925
20	Locked	40.3	8989	3394
21	Locked	38.9	8664	3564
22	Locked	38.9	8621	3054
23	Locked	40.3	8310	3021
24	Locked	38.9	8074	3043

[stiffers]

This seemed to fix the issue or at least made the line more stable for a while. Looking into the router status it is still getting a T3 timeout every few days and there are Pre RS errors. BQM shows packet loss now and again too. I still feel like this isn't normal, sometimes its quite noticable that a web page takes a while to load.

[Steven_L]

Thanks for coming back to us @stiffers.

I have looked into your account and can see that all of the network settings and power levels are all well within spec for a good connection.

Are you still having the same packet loss and connection issues at the moment? If you are, would you be able to post a recent BQM to show us the problems.

Regards,

Steven_L

[stiffers]

Hi, sorry for the late reply. I will provide a BQM asap, been awkward as some days its fine then others its packet loss all day. Still a lot of T3 timeouts happening too.

[Tom_F]

Please keep us updated on this stiffers - if you can upload recent hub logs too that will help us identify any issues. 

Tom

[stiffers]

So heres a recent BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6872d9f314adb61b61f772ffe7c128822ac61ca8-19-12-2021

This isn't an every day thing but happens often, we haven't been with Virgin long but we have noticed so many drop outs and laggyness since we joined.

Downstream bonded channels

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

1	387000000	1.2	38	256 qam	32
2	203000000	2.4	38	256 qam	9
3	211000000	2	38	256 qam	10
4	219000000	2	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	1.5	38	256 qam	13
7	243000000	2	38	256 qam	14
8	251000000	3	38	256 qam	15
9	259000000	2.7	40	256 qam	16
10	267000000	2.7	40	256 qam	17
11	275000000	2.5	40	256 qam	18
12	283000000	2.4	40	256 qam	19
13	291000000	2.2	38	256 qam	20
14	299000000	2.2	38	256 qam	21
15	307000000	2.4	40	256 qam	22
16	315000000	2.4	40	256 qam	23
17	323000000	2.5	38	256 qam	24
18	331000000	2.5	38	256 qam	25
19	339000000	2.5	38	256 qam	26
20	347000000	2.4	40	256 qam	27
21	355000000	2.2	38	256 qam	28
22	363000000	1.7	38	256 qam	29
23	371000000	1.2	38	256 qam	30
24	379000000	1	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	219	0
2	Locked	38.9	327	0
3	Locked	38.9	316	0
4	Locked	38.9	282	0
5	Locked	38.9	321	0
6	Locked	38.9	318	0
7	Locked	38.9	325	0
8	Locked	38.9	280	0
9	Locked	40.3	256	0
10	Locked	40.3	241	3
11	Locked	40.3	200	13
12	Locked	40.3	242	0
13	Locked	38.9	231	0
14	Locked	38.9	265	0
15	Locked	40.3	216	0
16	Locked	40.3	213	0
17	Locked	38.9	274	1
18	Locked	38.6	252	0
19	Locked	38.9	216	0
20	Locked	40.3	223	0
21	Locked	38.9	184	0
22	Locked	38.9	173	0
23	Locked	38.9	197	0
24	Locked	38.9	279	0

[stiffers]

Upstream bonded channels

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

1	39400000	41.5	5120	64 qam	2
2	25800000	40	5120	64 qam	4
3	32600000	41	5120	64 qam	3
4	46200000	43	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	15	0
2	ATDMA	0	0	19	0
3	ATDMA	0	0	13	0
4	ATDMA	0	0	14	0

[Kath_F]

Hi stiffers, 

Thanks for coming back to us on this one and for providing the logs. 

I've double checked things this end and the power levels and signal levels are all great and optimal. The area network you're on is also great so nothing affecting you there. 

I can see some T3 timeouts and Post-RS Errors recorded however they are built up over the time the hub is online. As your Hub has been online for almost 50 days, we need these refreshed. Please reboot your hub by turning it off and leaving it off for a few minutes. This will refresh the logs and we can see if these build back up. 

Can you also post the live URL of the graph so we can keep an eye on this?

Many thanks, 

[stiffers]

Sorry the late reply again, been very busy times. I will reset the router and come back with fresh logs. This is the live graph, I posted the snapshot as this definitely isn't an 'all the time issue', just pops up a few times a week:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e8519d0356254e361c499aac2465c0fe81a53a6

One thing to note, other than the occasional packet loss which is quite annoying I get this issue where the internet will go off for a few seconds, then back on, then off again it repeats for a while. Not sure if that info helps.

[Kath_F]

Hi stiffers, 

Thanks for coming back to me with the live graph. This will allow us to monitor things as they happen now. 

In terms of the Hub itself, it still showing as having an uptime of over 60 days now so no reboot has been done yet. Whilst we can reboot the hub from this end, we try and avoid doing this in case you are currently online and doing something. 

Please let us know as soon as you have had a chance to reboot and refresh things so we can help further. 

Many thanks, 

[stiffers]

Hi, what info will I need to update you with next. Still experiencing packet loss daily (especially noticable when gaming) and a few dropouts a day (ethernet and wireless). This is really becoming inconvenient now, the issues have been persisting ever since our first day with Virgin. Sorry for the slow replies on my part, Its been an issue I've just put up with for the longest as I wasn't working from home as much making it less noticable.

After reboots the router instantly starts generating Pre-RS errors, this was > 50,000 before the most recent reboot. Not sure if this is normal or not? No T4 timeouts but quite a few T3 ones.