Virgin Media Community

[slappy]

Had lots of issues over Xmas. They seemed to get fixed around 28th

The past week getting lots of packet loss, you can see the spikes.

It is causing disconnects from VPN and in games 

pfSense reports it starting on 17/1/2023 and slowly getting worse. 

Not sure if its SNR issue or local issue

3.0 Downstream channels

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

2	147000000	4.900002	34.925610	QAM256	2
1	139000000	5.300003	34.925610	QAM256	1
3	155000000	4.699997	35.083549	QAM256	3
4	163000000	4.500000	35.083549	QAM256	4
5	171000000	4.300003	35.083549	QAM256	5
6	179000000	3.900002	34.925610	QAM256	6
7	187000000	3.599998	35.083549	QAM256	7
8	195000000	3.400002	34.925610	QAM256	8
9	203000000	3.200001	34.925610	QAM256	9
10	211000000	3.099998	34.925610	QAM256	10
11	219000000	3.200001	35.083549	QAM256	11
12	227000000	3.000000	35.083549	QAM256	12
13	235000000	2.599998	35.083549	QAM256	13
14	243000000	2.099998	35.083549	QAM256	14
15	251000000	2.099998	34.483570	QAM256	15
16	259000000	2.000000	35.083549	QAM256	16
17	267000000	2.200001	34.925610	QAM256	17
18	275000000	2.400002	35.083549	QAM256	18
19	283000000	2.200001	35.083549	QAM256	19
20	291000000	2.299999	35.083549	QAM256	20
21	299000000	2.099998	35.595078	QAM256	21
22	307000000	2.200001	35.779911	QAM256	22
23	315000000	2.299999	35.595078	QAM256	23
24	323000000	2.200001	35.779911	QAM256	24
25	331000000	1.900002	35.779911	QAM256	25
26	339000000	1.200001	34.925610	QAM256	26
27	347000000	0.200001	35.083549	QAM256	27
28	355000000	-0.200001	34.483570	QAM256	28
29	363000000	-0.299999	34.925610	QAM256	29
30	371000000	0.000000	34.925610	QAM256	30
31	379000000	0.500000	35.083549	QAM256	31

3.0 Downstream channels

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

2	Locked	34.925610	153	0
1	Locked	34.925610	170	0
3	Locked	35.083549	152	0
4	Locked	35.083549	70	0
5	Locked	35.083549	60	0
6	Locked	34.925610	80	0
7	Locked	35.083549	167	0
8	Locked	34.925610	147	0
9	Locked	34.925610	196	0
10	Locked	34.925610	64	0
11	Locked	35.083549	40	0
12	Locked	35.083549	45	0
13	Locked	35.083549	63	0
14	Locked	35.083549	89	0
15	Locked	34.483570	837	0
16	Locked	35.083549	45	0
17	Locked	34.925610	40	0
18	Locked	35.083549	40	0
19	Locked	35.083549	64	0
20	Locked	35.083549	38	0
21	Locked	35.595078	22	0
22	Locked	35.779911	7	0
23	Locked	35.595078	5	0
24	Locked	35.779911	14	0
25	Locked	35.779911	17	0
26	Locked	34.925610	82	0
27	Locked	35.083549	277	0
28	Locked	34.483570	528	0
29	Locked	34.925610	290	0
30	Locked	34.925610	291	0
31	Locked	35.083549	157	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

35

-8.6

577914267

10947445

[slappy]

Just happened again VPN down, very annoying 

[carl_pearce]

Looks like your DOCSIS 3.1 channel doesn't have enough power to give a stable connection.

Way too many 'Uncorrectables'.

[slappy]

I did notice the power difference on channels 27 onwards correlated with the increase in errors

So what's the fix?

[carl_pearce]

---

@slappy wrote:

I did notice the power difference on channels 27 onwards correlated with the increase in errors

So what's the fix?

---

Report to VM and they'll check if it's a local area issue, or specific to your line.

[ColinsDad]

Virgin are throttling your connection in peak hours, you are not guaranteed a specific speed, jus a minimum] if you pay for gigabit.

Using third party software to monitor your connection isn't reliable, but I very much doubt Virgin reducing the downstream is your issue, it is most likely the way you are using the equipment in your home causing the issue, because you need no more than 1Mb to run online gaming.

World of Warcraft is one of the most bandwidth hungry games ou there and it uses tiny amounts of data.

I imagine any difficulty you are experiencing is packet loss through a low quality hub or bad GPU driver

[carl_pearce]

---

@ColinsDad wrote:

Virgin are throttling your connection in peak hours, you are not guaranteed a specific speed, jus a minimum] if you pay for gigabit.

Using third party software to monitor your connection isn't reliable, but I very much doubt Virgin reducing the downstream is your issue, it is most likely the way you are using the equipment in your home causing the issue, because you need no more than 1Mb to run online gaming.

World of Warcraft is one of the most bandwidth hungry games ou there and it uses tiny amounts of data.

I imagine any difficulty you are experiencing is packet loss through a low quality hub or bad GPU driver

---

VM don't throttle.

[Tudor]

"Virgin are throttling your connection in peak hours" rubbish, VM do not throttle connections. It look to me to be problem with the high frequencies and unless there is an area fault reported it’s probably a cabinet fault, possibly a bad amp.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[slappy]

I imagine any difficulty you are experiencing is packet loss through a low quality hub or bad GPU driver

If you look at the traffic graph you will see its pfSense, this is running on enterprise hardware. GPU drivers may drop frames but not create latency on networks. I agree most games do not use a lot of bandwidth.

My issue is the packet loss is significant at times causing the VPN to drop when I work or games to disconnect when IO am playing so with respect if you do not know what you are talking about, don't talk as it just causes frustration 

Thankyou to others

I thought the point of this place was so I do not have to ring up and a ticket would be raised and the issue investigated by VM

[gitty · Accepted solution]

Can you post the upstream channels and the network log?