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all129
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Message 1 of 14
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Packet Loss

Summary

Packet loss started a.m. Friday 21 December; continued; increased markedly today (23 December) to c. 20 per cent.  

Steps tried

Checked all hardware connections.

Rebooted modem.

Speed checks out OK.

VM online checks show no issues.

Details

BQM graphs are at

https://www.thinkbroadband.com/broadband/monitoring/quality/share/735204851da58cb68730526255afb7cdba...

 https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ddf529de525478f99ea6d7ad963f403cc...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b3809eb0bbf4b69f7ca84027a7974d4332...

Power levels etc etc

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

299000000

6.5

38

256 qam

21

2

403000000

6.6

40

256 qam

28

3

395000000

6.6

40

256 qam

27

4

387000000

6.5

40

256 qam

26

5

379000000

6.5

40

256 qam

25

6

323000000

6.4

38

256 qam

24

7

315000000

6.3

40

256 qam

23

8

307000000

6.4

40

256 qam

22

9

291000000

6.3

38

256 qam

20

10

283000000

6.1

40

256 qam

19

11

275000000

5.9

38

256 qam

18

12

267000000

6

40

256 qam

17

13

259000000

5.9

40

256 qam

16

14

251000000

6

38

256 qam

15

15

243000000

6

38

256 qam

14

16

235000000

6.1

38

256 qam

13

17

227000000

6.3

38

256 qam

12

18

219000000

6.3

40

256 qam

11

19

211000000

6.4

38

256 qam

10

20

203000000

6.4

38

256 qam

9

21

195000000

6.5

40

256 qam

8

22

187000000

6.5

38

256 qam

7

23

179000000

6.8

40

256 qam

6

24

171000000

7

40

256 qam

5

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

162

0

2

Locked

40.3

85

0

3

Locked

40.3

217

0

4

Locked

40.3

232

0

5

Locked

40.3

291

0

6

Locked

38.9

159

0

7

Locked

40.3

223

0

8

Locked

40.9

108

0

9

Locked

38.9

357

0

10

Locked

40.3

292

0

11

Locked

38.9

331

0

12

Locked

40.3

237

0

13

Locked

40.3

268

0

14

Locked

38.9

265

0

15

Locked

38.9

236

0

16

Locked

38.9

246

15

17

Locked

38.9

227

25

18

Locked

40.3

271

33

19

Locked

38.9

223

14

20

Locked

38.9

246

5

21

Locked

40.3

301

2

22

Locked

38.9

308

1

23

Locked

40.3

244

7

24

Locked

40.3

255

6

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

44

5120

64 qam

6

2

60300000

44.5

5120

64 qam

5

3

46200000

43.8

5120

64 qam

7

4

39400000

43.5

5120

64 qam

8

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

6

0

2

ATDMA

0

0

11

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

3

0

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-rtsl10016u-b.cm

 

Primary Downstream Service Flow

SFID

2930

Max Traffic Rate

115000000

Max Traffic Burst

10000

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

2929

Max Traffic Rate

6320000

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

 

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legacy1
Alessandro Volta
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Message 2 of 14
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Re: Packet Loss

Thats a bad connection you got their likely upstream noise yet your modulation stays at 64qam and does not drop to 16qam.

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all129
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Message 3 of 14
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Re: Packet Loss

I finally managed to speak to VM support who saw nothing wrong from their checks.  

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warbit
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Message 4 of 14
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Re: Packet Loss

I am getting this same packet loss that started on the same date. Area Code 15, which area are you?
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ozgurcan
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Message 5 of 14
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Re: Packet Loss

Im having the same issue, area 15 too .Got an engineer coming on friday

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all129
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Message 6 of 14
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Re: Packet Loss

I am also Area 15.  I think I'll phone again as the packet loss is still there and peaking at around 20%.

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Sptz
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Message 7 of 14
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Re: Packet Loss

My Broadband Ping - Virgin Media SH3Same here... Again with this crap in this area. Also Area 15... We had that horrendous time 2 weeks ago now it seems to be making a comeback.
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all129
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Message 8 of 14
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Re: Packet Loss

Continuing loss this a.m.  Spoke VM support.  Visit booked for 2 January.

FWIW I notice your (Sptz's) graph shows packet loss coincides with vastly increased latency just like mine don't.  I've no idea of the odds but I'd guess that with such a large base of users in Area 15 we might all have coincidental but separate, local faults.   Shame as it'd be nice to imagine a devoted VM engineer trudging through the snow to fix core network hardware and so give many people what they want most on Christmas day - the ability to ignore get online and ignore who they're with Smiley Sad

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all129
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Message 9 of 14
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Re: Packet Loss

An update - which in summary is no change in the service but a markedly less happy customer.

Tech. arrived on 2 January (late, without apology or explanation).  Not interested in my evidence of the problem.  Attached his meter; said there was noise; replaced the F plug at modem and 2 F plugs where cable enters house and fitted an isolator.

When I queried how connections not touched for years could cause a sudden and dramatic onset of dropped packets – and one that then temporarily vanished for a few hours on 29 December –  he suggested I run whatever further tests I wanted. 

I did so. The problem remained  as evidenced by BQM; by speeds which vary randomly when downloading large files from news.virginmedia.com; and by manual pings. 

Phoned CS on 3 January.  Spent much time going round in circles with someone who seemed not to understand "packets" and insisted on asking if I had "lost the connection" (and yes, I had made clear I was using Ethernet, not wireless, and that there was no problem between PC and router).  I suspected a script where resistance was futile so remained polite and after several periods on hold spoke to her supervisor. 

The supervisor told me my router showed 2 devices not properly connected and recognized; that I should disconnect those and monitor further; and assured me that he would call me on Friday or Saturday to check the results.  I said the 2 devices were a Smart TV and a switch which were powered down (and in passing which did not show as connected when I checked the router).  But I agreed to do so, and also volunteered to try putting the router in modem-only mode.

I have done all that (including modem mode).  Nothing changed.  Packet loss continued. 

And on top of that there was no call back Friday or today (Saturday).

I’ve had cable internet since it was first made available in Hackney (the old Cable London area).  I’ve sung the praises of the service’s reliability – despite the price.   But the lack of response since 21 December means I can no longer do so; shall be looking for a formal response; and at other ISPs.

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holtend4life
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Message 10 of 14
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Helpful Answer

Re: Packet Loss

Exactly the same experience in Hackney too.

Im going to have to leave and move to Sky or BT fiber instead, in fact sky will pay the cancellation costs in credit on their bills up to £100 for internet and £250 for internet and tv. 

And it’s not just the packet loss issue that has forced me into this decision, it’s the lack of customer service I’ve received their end throughout that makes me think how can I trust them in the future? 

I can’t, so why should I give them anymore money.

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