Virgin Media Community

[Daniel_C]

Has been really bad for the past 24 hours:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/0f9747b0bc91ba1f34c23f1d3599a... 

[Daniel_C]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/05d39cc65ced610503f60cd9fe1...

[Daniel_C]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0f9747b0bc91ba1f34c23f1d3599afc56d...

[legacy1]

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@Daniel_C wrote:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/create/05d39cc65ced610503f60cd9fe1...

---

yes you seem to have a bit of packet loss likely on the upstream way to test would be to Wireshark the WAN in modem mode to see if your getting all requests.

you can do a short ping test to ping -n 200 194.168.4.100  

[Daniel_C]

Where do I do the ping test?

To Wireshark the WAN I would need to login into my hub settings right? Sorry this is all new to me and I don't fully understand how to do it all.

[legacy1]

Wireshark is a bit more of testing to find if packet drop upstream or downstream using BQM as a guide.

you can log in to your hub and find the t# timeouts counter which may show something.

run CMD in windows then
ping -n 200 194.168.4.100

[Daniel_C]

Ok, did the ping test,  these are the figures

Pinging 194.168.4.100 with 32 bytes of data:
Reply from 194.168.4.100: bytes=32 time=13ms TTL=61
Reply from 194.168.4.100: bytes=32 time=16ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=15ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Request timed out.
Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
Reply from 194.168.4.100: bytes=32 time=13ms TTL=61
Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
Reply from 194.168.4.100: bytes=32 time=6ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=14ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
Reply from 194.168.4.100: bytes=32 time=8ms TTL=61
Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
Reply from 194.168.4.100: bytes=32 time=6ms TTL=61

[Alex_RM]

Hi Daniel_C,

Sorry to see you're still experiencing an issue with the connection.

I have had a look at things from our side and can see there is an area SNR issue ongoing, this is currently set to be fixed on the 19th April.

Please let us know how you get on after this date.

Alex_Rm

[Daniel_C]

Hi Alex, still suffering some packet loss after the fix date has passed.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/41231e6e251120221d7c782baeeae99f0b169893

[Beth_G]

Hi Daniel_C,

I'm sorry to hear that you're still having issues with your connection.

I have checked the fault reference and can see that the estimated fix date for this issue has been delayed to the 26th April. I am really sorry about that. 

I can appreciate this must be frustrating but please be assured that we'll be working hard to resolve this.

Kind regards