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Packet loss, massive lag loading webpages, slow speeds and confused VM status checker(s)

booner
Joining in

Hi All, 

I'm wondering if anyone else is seeing similar (I'm in West London/Brentford area), or can help understand my superhub logs. I'm not sure whether this is a problem within my area that is being dealt with or something Virgin Media need to see and act on.

Firstly, I've been getting massive variance in pings (to Google DNS 8.8.8.8 etc) with frequent packet loss. Webpages take an age to load completely and even FTP downloads and upload speeds are way below my 250mb/s service max speeds. This has been happening the last couple of days.

The virgin media status checker doesn't know what's going on and is clearly confused
booner_0-1674039709776.png

..but then after following "Test your hub" I get . So which is it?

booner_1-1674039746285.png
My router is showing the following..

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
250750000
Locked
Ranged Upstream Channel (Hz)
49600083
Locked
Provisioning State
Online

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1250750000-2.934256 qam15
2138750000-0.227256 qam1
3146750000-0.727256 qam2
4154750000-0.230256 qam3
5162750000-0.531256 qam4
6170750000-0.528256 qam5
7178750000-1.729256 qam6
8186750000-1.432256 qam7
9194750000-133256 qam8
10202750000-0.235256 qam9
11210750000-0.536256 qam10
122187500000.433256 qam11
13226750000033256 qam12
14234750000-0.235256 qam13
15242750000-2.934256 qam14
16258750000-3.533256 qam16
17266750000-235256 qam17
18274750000-1.536256 qam18
19282750000036256 qam19
20290750000037256 qam20
212987500001.538256 qam21
223067500000.938256 qam22
233147500002.238256 qam23
243227500001.538256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked34.962980399176
2Locked27.823698491917666940
3Locked27151792033103938430
4Locked30.4193300025612
5Locked31.616927674086306
6Locked28.42479859222941761
7Locked29.122964259725791119
8Locked32.224256584012368795
9Locked3319335874117572
10Locked35119723789191
11Locked36.3127874097224
12Locked33.9115997439141
13Locked33.910018537226
14Locked35.7110730884105
15Locked34.4118584834121
16Locked33.991065864101
17Locked35.5603775465
18Locked36.31659272098
19Locked36.3329601317
20Locked37.6117642530
21Locked38.6190524200
22Locked38.6105400090
23Locked38.610824
24Locked38.95850

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14960008354512064 qam1
24310003652512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000


Any thoughts welcome! Thanks,
A

5 REPLIES 5

Client62
Superstar

This looks like a local fault or an engineer visit to resolve signal issues.

Check for area and local faults using :

https://my.virginmedia.com/faults/service-status

Call 0800 561 0061 for local faults



Reading the logs,

Downstream Bonded channels :

The ideal SNR (dB)  is 33 or higher and there are channels ( E.g. 2 & 3 ) here that range down to 27 & those have clocked up many uncorrectable errors.

Some kind of local noise issue looks a problem - typically damaged or loose coax cables.

Upstream bonded channels :

There are only 2 channels connected; 4 or 5 channels is normal which could be due to the incorrect
Power (dBmV) which should be 35-49 dBmV, but here we see 52 & 54 which is outside the preferred range.



The status checker is still demonstrating a split personality as per the OP. First it tells me there are no reported problems in my area, but then once I trigger a hub test I get

booner_1-1674117029685.png
Still seeing the unreliable pings and slow loading webpages etc. No loose cables here either 😞

 

The ( much wider ) Area level check can come back fine,  but there can be a locality defect say that affects just 1 street cabinet.

The Hub sees some kind of issue, is that reflected in the locality defects from phoning 0800 561 0061

Adduxi
Very Insightful Person
Very Insightful Person

Try a full 60 second factory pinhole reset as below.  This will set the Hub back to "out of the box" conditions.
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

If the Hub comes back with the same horrendous levels, then as noted by @Client62 it's most likely a local issue.

You can either phone in or wait here a few days for a VM Mod to pick this up.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi booner, 

Thank you for reaching out to us here on the community. 

I am very sorry to hear of the issues you have been experiencing with the service, I appreciate this must be frustrating. 

On checking things from our side, I can see that there is currently a known issue in the area related to SNR (Signal to Noise Ratio) impacting our customers. 

The team are working to get this resolved and the estimated fix time is 24th January 14:45pm. 

Thank you for your patience whilst we work on this. 

 

Nat