Packet Loss

[Crossy1986]

Good afternoon all, 

Fairly new Virgin Media customer here, over the last few days we have started to notice rubber banding and connection issues when gaming. At first we thought it was a issue with Xbox Live but in the last 24 hours we have seen it impact other devices as well, when running diagnostic tests on the consoles which are connected via ethernet cables we noticed a considerable amount of packet loss occurring (sometimes as high as 66% as shown in the screenshot below.) When contacting Virgin Media via telephone they ran a check and said they could see no issue and had little to no idea what I was talking about concerning packet loss and suggested I speak to Microsoft about the issue (disregarding the fact I said this was happening across multiple devices) 

Following the call the packet loss across the devices returned to 0 which we thought was the end of it but sadly in the last hour or so things have been getting worse again, I have registered for the Broadband Quality Monitor but do not have any data to show yet regarding this. Any help would be appreciated as we appear to be going around in circles

[Crossy1986]

Here is a link to the Broadband Quality Monitor (as I said above not much to go off so far

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5677c961d954f8faeb64609ffc708a6941...

[Crossy1986]

Upstream bonded channels

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

1	53700000	34.2	5120	64 qam	6
2	60300000	34.5	5120	64 qam	5
3	46200000	34	5120	64 qam	7
4	39399990	34.3	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Crossy1986]

Downstream bonded channels

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

1	330750000	1.9	38	256 qam	25
2	202750000	3.7	38	256 qam	9
3	210750000	3.5	38	256 qam	10
4	218750000	3.5	38	256 qam	11
5	226750000	3.4	38	256 qam	12
6	234750000	3.2	38	256 qam	13
7	242750000	3	38	256 qam	14
8	250750000	3	38	256 qam	15
9	258750000	2.7	38	256 qam	16
10	266750000	2.2	38	256 qam	17
11	274750000	2	38	256 qam	18
12	282750000	1.5	37	256 qam	19
13	290750000	1.5	37	256 qam	20
14	298750000	1.5	37	256 qam	21
15	306750000	2	38	256 qam	22
16	314750000	1.9	37	256 qam	23
17	322750000	1.9	38	256 qam	24
18	338750000	2	38	256 qam	26
19	346750000	1.9	37	256 qam	27
20	354750000	1.9	38	256 qam	28
21	362750000	1.7	37	256 qam	29
22	370750000	2.2	37	256 qam	30
23	378750000	2.4	37	256 qam	31
24	386750000	1.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	8	0
2	Locked	38.6	6	0
3	Locked	38.6	10	0
4	Locked	38.9	5	0
5	Locked	38.6	8	0
6	Locked	38.6	7	0
7	Locked	38.6	5	0
8	Locked	38.6	7	0
9	Locked	38.6	5	0
10	Locked	38.6	6	0
11	Locked	38.6	11	0
12	Locked	37.6	17	0
13	Locked	37.6	16	0
14	Locked	37.6	23	0
15	Locked	38.6	13	0
16	Locked	37.6	17	0
17	Locked	38.6	21	0
18	Locked	38.6	12	0
19	Locked	37.6	8	0
20	Locked	38.6	8	0
21	Locked	37.6	24	0
22	Locked	37.6	10	0
23	Locked	37.6	10	0
24	Locked	38.6	5	0

[Crossy1986]

Refresh data

Network LogTime Priority Description

15/10/2021 17:52:13	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2021 00:01:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:11:48	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:05:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 22:02:34	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 21:15:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 20:06:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2021 20:05:34	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 22:41:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2021 21:33:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 06:28:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 05:43:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2021 05:43:43	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 15:25:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 07:53:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2021 07:53:5	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/10/2021 02:22:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2021 08:05:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2021 06:26:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2021 12:23:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

As per other post I can confirm I had a reply from a staff member who advised many SK post codes are affected. My friend in SK5 is also suffering. 5 day fix ETA they say. 

[Crossy1986]

That's potentially good news Notaker, what did they say it was? So it will be sorted by the middle of next week?

[Anonymous]

Fingers crossed. Yeah, 20th they said. They didn’t give a reason unfortunately other than a lot of SK is affected by this issue.

[Corey_C]

Thanks for your post and welcome to the Community Forums, Crossy1986,

Sorry to hear that you have been having connection issues. How has things been since your post? I have run a remote diagnostic and have not been able to identify any issues with your connection.
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
Let us know if you need any further help.

Cheers,
Corey C

[Crossy1986]

Hi Corey thanks for getting in touch, apparantly SK postcodes should have the issue fixed by 20th October. I'll provide a further update then but I have noticed a reduction in packet loss occurring