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robbiekhan
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Packet loss noticed recently on 500Mb service (area code 20)

Recently when running speed tests I've noticed that packet loss being reported and jitter. Something I never saw for a long time now, years even. But before recently I was on 350Mb and had no real problem but few months back upgraded to 500Mb (still on Hub 3).

I am in modem only mode and am doing speed tests both from wired and wireless (5GHz @ 80MHz band so more than capable of maxing 500Mb WAN).

Nothing has changed on my side of things. Router (Asus AC68U), Hub 3 etc have been rebooted and no news devices have joined the network either. The packet loss exists in speedtests day or night whether 4PM or 4AM.

It should be noted that whilst streaming media, browsing and sustained download speed are not affected and I am able to download at 55MB/s or more typically, gaming performance is affected due to the packet loss.

The BQM I enabled today reflect what the speedtest.net results show too:

e95owuU

The Hub 3 status is as follows:

Downstream bonded channels

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

1234750000-4.937256 qam13
2242750000-4.537256 qam14
3250750000-3.937256 qam15
4258750000-4.737256 qam16
5266750000-4.737256 qam17
6274750000-4.237256 qam18
7282750000-4.937256 qam19
8290750000-4.537256 qam20
9298750000-3.737256 qam21
10306750000-4.237256 qam22
11314750000-437256 qam23
12322750000-3.737256 qam24
13330750000-537256 qam25
14338750000-4.737256 qam26
15346750000-3.738256 qam27
16354750000-4.537256 qam28
17362750000-4.237256 qam29
18370750000-3.238256 qam30
19378750000-437256 qam31
20386750000-3.937256 qam32
21394750000-2.738256 qam33
22402750000-3.237256 qam34
23410750000-2.737256 qam35
24418750000-1.538256 qam36



Downstream bonded channels

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

1Locked37.6430
2Locked37.6450
3Locked37.6320
4Locked37.3310
5Locked37.3300
6Locked37.6190
7Locked37.3560
8Locked37.6390
9Locked37.6170
10Locked37.3380
11Locked37.6270
12Locked37.6340
13Locked37.6480
14Locked37.6770
15Locked38.6300
16Locked37.6200
17Locked37.3560
18Locked38.670
19Locked37.3240
20Locked37.6380
21Locked38.6180
22Locked37.6490
23Locked37.6300
24Locked38.980

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16029999751512032 qam1
24620001851512032 qam3
33940004052512016 qam4
45370000051512032 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000
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jb66
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Message 2 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Your upstream power levels are too high, do you have an attenuator or unused splitter on your incoming feed you can remove?

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robbiekhan
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Re: Packet loss noticed recently on 500Mb service (area code 20)

There is an attenuator installed on the coax cable feeding into the Hub 3, this was installed by the VM engineer many many moons ago back when I was on the 200Mb package and then upgraded to 350 which has been fine too.

Do you think this could be it? Does the 500Mb service push more power through the line or something I'm not aware of meaning the attenuator should be removed?

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robbiekhan
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Re: Packet loss noticed recently on 500Mb service (area code 20)

I have removed the attenuator and rebooted the hub, new status:

Downstream bonded channels

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

12347500004.837256 qam13
22427500005.337256 qam14
32507500005.637256 qam15
42587500005.137256 qam16
5266750000537256 qam17
62747500005.537256 qam18
7282750000538256 qam19
8290750000537256 qam20
92987500006.337256 qam21
103067500005.537256 qam22
113147500005.837256 qam23
123227500006.137256 qam24
133307500004.537256 qam25
143387500005.137256 qam26
15346750000637256 qam27
163547500005.137256 qam28
173627500005.637256 qam29
183707500006.538256 qam30
19378750000637256 qam31
203867500005.837256 qam32
21394750000738256 qam33
224027500006.638256 qam34
234107500006.938256 qam35
244187500008.138256 qam36



Downstream bonded channels

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

1Locked37.660
2Locked37.600
3Locked37.640
4Locked37.600
5Locked37.600
6Locked37.600
7Locked38.620
8Locked37.600
9Locked37.650
10Locked37.600
11Locked37.660
12Locked37.600
13Locked37.600
14Locked37.610
15Locked37.650
16Locked37.600
17Locked37.330
18Locked38.600
19Locked37.660
20Locked37.360
21Locked38.600
22Locked38.600
23Locked38.600
24Locked38.60

0

 

Upstream bonded channels

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

16030003544512032 qam1
24619954145.8512016 qam3
33939987846.3512032 qam4
45369956045.3512032 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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risc19
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Message 5 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Well, your power levels are good now.

But you upstream is still struggling.

I have seen many people suffering from packet loss & poor upload performance recently.

I also had it, but it did pass eventually (touch wood).

I have no idea why it's happening to so many people at the moment, virgin have been tight lipped about it.

My Broadband Ping - M500 Hub5 Router Mode
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robbiekhan
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Message 6 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Hmm interesting, guess I will just keep an eye on it then and hope it passes. Perhaps congested area once again as it used to be years ago before VM did some upgrades locally.

Slightly annoying to say the least...

Cheers!

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robbiekhan
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Message 7 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Screenshot 2021-11-16 081625.jpg

ok so since my posts last night things seem to have gone back to normal. Gonna have to keep an eye on this!

robbiekhan
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Message 8 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Should be worth noting that speedtest reports 3ms jitter and 0.3% packet loss but that's way better than what it was. Ill run a test again this eve during peak time.

John_GS
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Message 9 of 10
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Helpful Answer

Re: Packet loss noticed recently on 500Mb service (area code 20)

Hi robbiekhan

 

Thanks for posting. My apologies for the broadband issues. 

 

You are affected by a known SNR (signal to noise ratio) issue.

 

F009454595 - this is your fault reference. The estimated fix date is the 23rd November. Please monitor the connection after this date and let us know if any further issues.

 

Best,

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

robbiekhan
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Message 10 of 10
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Re: Packet loss noticed recently on 500Mb service (area code 20)

Thanks very much! I'll keep an eye on things and check back after the 23rd.
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