Packet loss and low upload

[Daniel_C]

Posted about this before in another section but feel its speed related so its under the speed section, obviously.

Suffered really bad packet loss plus low upload speeds (barely 3 mbps) due to a SNR area outage over Christmas, this was resolved towards the end of the month and I thought that was the end of it.

Today, however according to my BQM there's alot of packet loss and speed tests show only 8-10mbps upload (I should be getting 20).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/41231e6e251120221d7c782baeeae99f0b... 

This is really annoying as I do video calls for work and need a good upload speed. 8 is probably ok to get by on but the platform I use shows packet loss by up to 4% which makes the video slightly choppy.

[Paul_DN]

Hi Daniel,

Thank you for reaching back out to us, we are sorry to see you are facing some issues, I can advised there is a SNR issue in the area, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineer are working to resolve this ASAP.

This was raised on 29/03/22 @ 16:59 however may have been present earlier, the estimated fix date is 30/03/22 @ 17:00, apologies for any inconvenience this may cause.

Regards

Paul.

[Daniel_C]

Hi Paul thanks for the update, the only service I have with VM is broadband. There's been patches of packet loss on my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1f98d4c2e5c6c07e73f5f7d6c2c8a7a1f3...

Why are there regular SNR issues? I've had more since switching to the hub 3 than I did when using the old one.

[Alex_RM]

Hi Daniel_C,

The SNR issue is down to the area not the equipment. 

I am sorry this is ongoing, the latest fix date is 10th April, I assure you we'll be doing everything to get this resolved.

Alex_Rm

[Daniel_C]

Ok thanks for the update. Still small patches in areas so hopefully it'll be fixed by 10th.

[Kain_W]

Thanks for the update Daniel_C,

Sorry this hasn't been resolved sooner however our team will work as efficient as possible to get this sorted for you.

Let us know after the ticket has been closed whether your issues are still present.

Thanks,

[Daniel_C]

Still not fully resolved, packet loss yesterday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7063deceb2e0a1bbf9dd036a58b2025137...

And today around 4pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6192e6fb3b8de482de7abc319ad01a9171...

[legacy1]

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@Daniel_C wrote:
Still not fully resolved, packet loss yesterday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7063deceb2e0a1bbf9dd036a58b2025137...

And today around 4pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6192e6fb3b8de482de7abc319ad01a9171...

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Problems with BQM for everyone might not be caused by VM routing or DDoS issue and if you ping out to 194.168.4.100 no packet loss but if you do then its a problem.

[Daniel_C]

Hmm ok. Should I turn off my BQM or something then? 

[legacy1]

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@Daniel_C wrote:

Hmm ok. Should I turn off my BQM or something then? 

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No but keep in mind that BQM is not 100% due to network errors and what not.

Your low upload speed might be due to something else like low upstream Modulation that you could post from the hub.

keep a ping to 194.168.4.100 with

ping -t 194.168.4.100 

and upload see if your ping spikes and your upto speed is below said upload speed

[Daniel_C]

Sorry I don't quite understand, by a ping is this something I change in the settings of the hub or the BQM?