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Packet loss issue - ongoing for months [started Jan 2023 under fault no F010403749]

skyuser
On our wavelength

Hey,

Hoping someone from  Virgin media can look into my issue please?

I have had difficulties with packet loss for going on a few months. Started back in  Jan 2023 under fault no F010403749 and went away for a while..but has returned and does not appear to be solved/solvable.

The automated 0800 faults line has said the same 'area issue, some faults take longer etc etc'

The BQM graph is a real mess, the solid red parts are power off/restarts after I've checked/rechecked and tightened all connections.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1401b4501efff9e57c01c7ce2c5b38a5551d1ded
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/1401b4501efff9e57c01c7ce2c5b38a5551d1ded]My Broadband Ping[/url]

 Is there an ETA for for the fix? Can an engineer check locally? Whilst this affects streaming, gaming, web pages  etc as it's not TLOS so likely no compensation for months of issues.

However, I would like this resolved, thanks

62 REPLIES 62

skyuser
On our wavelength

image.png

skyuser
On our wavelength

 

Cable Modem Status

Item

Status

Comments

Cable Modem Status

Online

DOCSIS 3.1

Primary downstream channel

Locked

SC-QAM

Channel Overview

Downstream

Upstream

DOCSIS 3.0 channels

31

4

DOCSIS 3.1 channels

1

0

 

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

28

354750000

3.099998

38.983261

QAM256

28

1

138750000

5.300003

40.366287

QAM256

1

2

146750000

5.500000

40.366287

QAM256

2

3

154750000

5.900002

40.946209

QAM256

3

4

162750000

5.599998

40.366287

QAM256

4

5

170750000

5.500000

40.366287

QAM256

5

6

178750000

5.300003

40.366287

QAM256

6

7

186750000

5.300003

40.366287

QAM256

7

8

194750000

5.300003

40.366287

QAM256

8

9

202750000

5.199997

40.366287

QAM256

9

10

210750000

5.099998

40.366287

QAM256

10

11

218750000

5.099998

40.366287

QAM256

11

12

226750000

5.000000

40.366287

QAM256

12

13

234750000

4.800003

40.366287

QAM256

13

14

242750000

4.599998

40.366287

QAM256

14

15

250750000

4.500000

38.983261

QAM256

15

16

258750000

4.300003

38.983261

QAM256

16

17

266750000

3.599998

38.605377

QAM256

17

18

274750000

3.200001

38.983261

QAM256

18

19

282750000

3.700001

38.983261

QAM256

19

20

290750000

3.900002

38.605377

QAM256

20

21

298750000

4.599998

38.983261

QAM256

21

22

306750000

4.199997

38.983261

QAM256

22

23

314750000

3.700001

38.983261

QAM256

23

24

322750000

2.900002

38.605377

QAM256

24

25

330750000

2.599998

38.605377

QAM256

25

26

338750000

3.099998

38.605377

QAM256

26

27

346750000

3.299999

38.983261

QAM256

27

29

362750000

3.500000

38.983261

QAM256

29

30

370750000

3.700001

38.983261

QAM256

30

31

378750000

3.599998

38.983261

QAM256

31

 

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

28

Locked

38.983261

0

0

1

Locked

40.366287

0

0

2

Locked

40.366287

0

0

3

Locked

40.946209

0

0

4

Locked

40.366287

0

0

5

Locked

40.366287

0

0

6

Locked

40.366287

0

0

7

Locked

40.366287

0

0

8

Locked

40.366287

0

0

9

Locked

40.366287

0

0

10

Locked

40.366287

0

0

11

Locked

40.366287

0

0

12

Locked

40.366287

0

0

13

Locked

40.366287

0

0

14

Locked

40.366287

0

0

15

Locked

38.983261

0

0

16

Locked

38.983261

0

0

17

Locked

38.605377

0

0

18

Locked

38.983261

0

0

19

Locked

38.983261

0

0

20

Locked

38.605377

0

0

21

Locked

38.983261

0

0

22

Locked

38.983261

0

0

23

Locked

38.983261

0

0

24

Locked

38.605377

0

0

25

Locked

38.605377

0

0

26

Locked

38.605377

0

0

27

Locked

38.983261

0

0

29

Locked

38.983261

0

0

30

Locked

38.983261

0

0

31

Locked

38.983261

0

0

 

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

94

4K

1800

QAM4096

424

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

41

5.6

258321347

0

skyuser
On our wavelength

 

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46200000

34.270599

5120 KSym/sec

64QAM

3

2

23600000

35.520599

5120 KSym/sec

64QAM

6

3

32600000

35.520599

5120 KSym/sec

64QAM

5

4

39400000

35.020599

5120 KSym/sec

64QAM

4

 

3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_ATDMA

0

0

0

0

2

US_TYPE_ATDMA

0

0

0

0

3

US_TYPE_ATDMA

0

0

0

0

4

US_TYPE_ATDMA

0

0

0

0

General Configuration

Network access

true

Maximum Number of CPEs

1

Baseline Privacy

true

DOCSIS Mode

3.1

Config file

54k;fg87dsfd;kfoA,.iyewrkldJK

 

Primary Downstream Service Flow

SFID

6064

Max Traffic Rate

1200000450

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

6063

Max Traffic Rate

110000274

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

bestEffort

Hi @skyuser 

Thanks for posting and welcome back to the community.

I am sorry to hear you're still having issues. The ticket number you posted in the subject of your post, F010403749, that was closed as fixed as of January 31st. 

I have done a system check today and you are affected by an SNR issue (signal to noise ratio). Fault number is F010484200 and the estimated fix date is May 29th. 

Please monitor the connection after this date and let us know if any issues, we'll be happy to help. 

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

skyuser
On our wavelength

Thanks for looking into this for me John.

I'll keep an eye on it and check in after the 29th to see if it still persists or  if there is another update/ERT

cheers

Was this a fault with the cabinet or at the front door ?

I have something similar but it is really random and only really noticeable when gaming. Mostly Rocket League or World of Warcraft.

Any tips to show any data ? I get it directly connected (Ethernet) to the Virgin Hub.

 

Hi John_GS,

Can you tell me if I am suffering the same issue as skyuser as I have been unable to game recently due to the upload speed being dire.

ironically, I keep reading about Virgin upgrading the upload speed.

Personally, I have been with Virgin for years and in their defence have had very few issues over the years. When there was an issue it was resolved quickly, my issue is with their pricing and once my contract ends in a few months will be moving to another ISP providing double the speed I have now at a lower price.

I really don’t understand why companies keep ramping up charges when if the price was kept lower they would retain customers and get even more new subscribers for having a competitive price, but no greed is boss for businesses.

ukcobra_0-1685962410238.png

This is what i see, following SKyuser's guidance on how to measure the Latency and Packet Loss. This visually shows what I have been epxeriencing for months now. I have both SKY and VM at home here, I never see these issues with the SKY service. Currently on hold with VM customer support, who are having a tough time understanding my issue is not speed related. 

I will also do the same data capture on the Sky side to see what is normal/comparable.

VM - Your Broadband and VOIP services are very poor.

 

ukcobra_0-1685963810510.png

Just spent 45 mins on the call with CS - including transfer to Tier 2. They say there is no problem at their end !

So we monitor for 24 Hours and then see what happens next. From a user perspective, browsing, voice and gaming is affected and noticeable by me.