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Packet loss / delays

Morty84
Tuning in

on ‎29-08-2023 20:02

For the past month or so i have been getting what looks like packet loss of upto 25% while gaming. i have tried logging with BQM but the daily reports are showing 100% packet loss at certain times when it cant be as i'm still online. Tried the usual search on google but i may as well be trying to read another language. I contacted Virgin and they advised there was no issue.

Other than the packet loss there's delay when loading websites, stutters/freezing i'm guessing this is also down to packet loss also?  I've done a ping test in CMD prompt and get the following - 

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=34ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=27ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=26ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=24ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Reply from 8.8.8.8: bytes=32 time=28ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=20ms TTL=57
Reply from 8.8.8.8: bytes=32 time=18ms TTL=57
Reply from 8.8.8.8: bytes=32 time=25ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=19ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=22ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=21ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=17ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=15ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=23ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57
Reply from 8.8.8.8: bytes=32 time=16ms TTL=57

Ping statistics for 8.8.8.8:
Packets: Sent = 292, Received = 238, Lost = 54 (18% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 34ms, Average = 18ms

Below are the tables from BQM for the past couple of days - the issue i have with this is when i rung the test it auto finds my IP address which does not match my my PC is telling me and also on the virgin hub 3 i cant find my PC via IP address.

 

28/8/23

Morty84_0-1693335511856.png

27/8/23 - PC was online all day

Morty84_1-1693335556315.png

26/8/23 - online all day

Morty84_2-1693335598339.png

21/8/23 - when its showing the most data

Morty84_3-1693335643949.png

If anyone can shed some light or point me in the right direction that would be appreciated.

 

 

0 Kudos
26 REPLIES 26

Client62
Alessandro Volta

on ‎31-08-2023 12:31

NIC = Network Interface Card.   It is the network port on the PC / Laptop.

0 Kudos

Morty84
Tuning in
In response to Client62

on ‎31-08-2023 16:12

Thanks, wont be that unless i'm really unlucky and they have both gone in my pc and laptop.

0 Kudos

legacy1
Alessandro Volta

on ‎31-08-2023 16:31

but you said your laptop is WIFI only?

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

0 Kudos

Client62
Alessandro Volta

on ‎31-08-2023 16:53

A faulty HUB 3 is looking very possible. VM may go round in circles with this as it is a fault that can not see or diagnose remotely. But if the Hub 3 was the fail.  Got a duff 3 amp fuse to hand ! 

0 Kudos

Morty84
Tuning in
In response to legacy1

on ‎31-08-2023 18:27

yeah i managed to get another laptop with an ethernet to test so could run my pc on my old ethernet cable and the laptop on a new ethernet and was getting the same result.

0 Kudos

Morty84
Tuning in
In response to Client62

on ‎31-08-2023 18:32

Knowing my luck they will just stick a fuse back in. Going to have to get on the phone again by the look of it. 

0 Kudos

Steven_L
Forum Team
Forum Team

on ‎03-09-2023 08:14

Hey Morty84,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection at the moment, I have ran some checks on the system and it has advised that we would need to arrange a technician visit to investigate your issues and possibly replace your router.  I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

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