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

[skyuser]

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

[Ashleigh_C]

Thank you @skyuser please do let us know how things are looking after the reboot. 

If you are also able to run checks while the Hub is in router mode please do let us know. 

[skyuser]

Just an update,  had a late night and forgot to reset the hub.

However, checked the thinkbroadband quality monitor this morning and the  packet loss appears to have scaled back somewhat..  this also suggests it's not an equipment issue at home as I have made no changes.

I will try a reset anyway, but thought I'd mention this.

[Kain_W]

Thanks for the update on this skyuser,

Keep us posted on how the service is after the reset.

Regards,

[skyuser]

Hey,

So today, things got much much worse, no changes on my end...issue went away as above and came back,dont think it's equipment, why would it be? Either it works or it doesnt..

Got through the day - rebooted the hub 4 - same issue - now carried out a reset about 20 mins ago...  lets see what happens

did the full reset 60 seconds pinhole -  will add more pictures when I can

[skyuser]

So, VM SH4 in modem + router mode - as requested by tech's here.

Still packet loss -   hopefully, this proves not equipment here - just your router in modem/router mode after a factory reset.

[skyuser]

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	330750000	2.500000	38.983261	QAM256	25
1	138750000	5.300003	40.366287	QAM256	1
2	146750000	5.300003	40.366287	QAM256	2
3	154750000	5.699997	40.366287	QAM256	3
4	162750000	5.599998	40.366287	QAM256	4
5	170750000	5.599998	40.366287	QAM256	5
6	178750000	5.300003	40.366287	QAM256	6
7	186750000	5.300003	38.983261	QAM256	7
8	194750000	5.300003	40.366287	QAM256	8
9	202750000	5.300003	40.366287	QAM256	9
10	210750000	5.099998	40.366287	QAM256	10
11	218750000	5.199997	40.366287	QAM256	11
12	226750000	5.099998	40.946209	QAM256	12
13	234750000	4.900002	40.366287	QAM256	13
14	242750000	4.800003	40.946209	QAM256	14
15	250750000	4.599998	38.983261	QAM256	15
16	258750000	4.400002	38.983261	QAM256	16
17	266750000	3.500000	38.983261	QAM256	17
18	274750000	3.200001	38.605377	QAM256	18
19	282750000	3.500000	38.983261	QAM256	19
20	290750000	3.900002	40.366287	QAM256	20
21	298750000	4.599998	38.983261	QAM256	21
22	306750000	4.199997	38.983261	QAM256	22
23	314750000	3.599998	38.605377	QAM256	23
24	322750000	2.900002	38.605377	QAM256	24
26	338750000	3.099998	38.983261	QAM256	26
27	346750000	3.299999	38.983261	QAM256	27
28	354750000	3.099998	38.983261	QAM256	28
29	362750000	3.599998	38.983261	QAM256	29
30	370750000	3.700001	38.983261	QAM256	30
31	378750000	3.599998	38.605377	QAM256	31

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	38.983261	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	38.983261	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	40.946209	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	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	5.7	51486927	0

[skyuser]

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	33.520599	5120 KSym/sec	16QAM	3
2	39400000	34.020599	5120 KSym/sec	16QAM	4
3	53700000	34.020599	5120 KSym/sec	16QAM	2
4	60300000	35.020599	5120 KSym/sec	64QAM	1

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

[skyuser]

Couple of hours in VM SH4 modem+ router [standard mode]

Hopefully, that's enough for you to go on - I've rebooted it all and gone back to my VMSH4 in modem mode with the rest of my kit behind it

please let me know how to proceed/ what we can do now as I really need this resolved.

thanks

[Steven_L]

Thanks for coming back to us skyuser and I'm sorry to hear that your issues are still ongoing. I have looked into your connection on our system and cannot see anything that would be causing the issues that you're having on your individual connection , I have also checked for issues in your local area and cannot see any there either. How has your connection been running since you last posted?

Kind Regards,

Steven_L

[skyuser]

Hey Steven,

The issue is back again, what seems to happen is (as per the chart, when even tested seems  ok,but you can see the packet loss fromthe charts above, It is back again this morning

Another thing I have noticed, when I now do a speed test wired, on  different wired PC's the upload is always 0.50 Mbps or below, I suspect this may be part of the issue?

I noticed this last week, however, it didnt click it may be related, over the weekend upload speeds tests were 50 - 70 MBps. Now (and last week during the packet loss) it's back to 0.25 - 0.50 Mbps upload.

Hope that helps!

cheers