Packet loss / slowness on upstream since virgin carried out "Essential works" in my area...

[Cyirak]

I've really had enough of virgin, i had this issue middle of last year and it took 6 months to get resolved...

previous post.

Re: Slow speeds during peak times - Slower speed a... - Page 9 - Virgin Media Community - 4752246

This could be a different issue but the symptoms are identical. Low upstream modulation, constant upstream packet loss, but downstream seems fine, and after virgin carried out work. Has anyone else experienced this?

Since Thursday 3rd of November ive been experiencing this problem. I've also noticed a few things.

Firstly, ping monitors:

Day before work 02/11/2022 - and previous graphs are similar, with few anomalies of packet loss.

Last 24h

Things like VoIP, gaming and UDP traffic suffers and its noticeable compared to before the works were undertaken. Ping on virgin has never been good but was the sacrifice for the speed delivered.

I noticed that after the work i gained another docsis 3.0 upstream channel and also looks like a docsis 3.1 upstream channel was enabled. However, the modulation went from 64QAM to 16QAM on the 3.0. I'm not sure what modulation is healthy for 3.1.

3.0 Upstream channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1	36600000	39.770599	5120 KSym/sec	16QAM	3
2	43100000	39.520599	5120 KSym/sec	16QAM	2
3	30100000	40.020599	5120 KSym/sec	16QAM	4
4	23600000	40.270599	5120 KSym/sec	16QAM	5
5	49600000	39.770599	5120 KSym/sec	16QAM	1

3.0 Upstream channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	16	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

ChannelChannel Width (MHz)Power (dBmV)FFT TypeModulation

6

10.8

35.2

2K

QAM8

3.1 Upstream channels

ChannelChannel TypeNumber of Active SubcarriersFirst Active Subcarrier (Hz)T3 TimeoutsT4 Timeouts

6

OFDMA

220

53.4

16

0

[Cyirak]

Downstream stats tho from my limited testing downstream seems fine.

3.0 Downstream channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

25	330750000	5.300003	40.366287	QAM256	25
6	178750000	6.300003	38.605377	QAM256	6
7	186750000	6.099998	38.983261	QAM256	7
8	194750000	5.900002	38.983261	QAM256	8
9	202750000	5.599998	38.983261	QAM256	9
10	210750000	5.199997	38.983261	QAM256	10
11	218750000	4.800003	38.983261	QAM256	11
12	226750000	4.400002	38.983261	QAM256	12
13	234750000	3.900002	38.983261	QAM256	13
14	242750000	3.700001	38.983261	QAM256	14
15	250750000	3.200001	38.983261	QAM256	15
16	258750000	3.700001	38.983261	QAM256	16
17	266750000	4.699997	38.983261	QAM256	17
18	274750000	5.800003	38.983261	QAM256	18
19	282750000	6.199997	38.983261	QAM256	19
20	290750000	6.199997	39.854763	QAM256	20
21	298750000	5.900002	38.983261	QAM256	21
22	306750000	5.400002	40.366287	QAM256	22
23	314750000	5.199997	39.854763	QAM256	23
24	322750000	5.400002	39.854763	QAM256	24
26	338750000	5.300003	40.366287	QAM256	26
27	346750000	5.500000	38.983261	QAM256	27
28	354750000	5.599998	39.854763	QAM256	28
29	362750000	5.900002	40.366287	QAM256	29
30	370750000	5.599998	38.983261	QAM256	30
31	378750000	4.500000	38.983261	QAM256	31
32	386750000	3.799999	38.605377	QAM256	32
33	394750000	3.599998	38.983261	QAM256	33
34	402750000	3.599998	38.983261	QAM256	34
35	410750000	3.700001	39.854763	QAM256	35
36	418750000	4.199997	39.854763	QAM256	36

.

[Cyirak]

3.0 Downstream channels

ChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors

25	Locked	40.366287	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	39.854763	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	39.854763	0	0
24	Locked	39.854763	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	39.854763	0	0
29	Locked	40.366287	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	39.854763	0	0
36	Locked	39.854763	0	0

3.1 Downstream channels

ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)

37

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)

37

Locked

42

3.3

1620265632

0

Corrected errors seem high but it's been like that for the last 8 months and not caused an issue

[Molly_T]

Hi Cyriak, welcome back to the community! Thank you for posting. 

Sorry to hear your concerns regarding your connection, particularly given your previous experience with us.

Having had a quick look for you I can see are currently affected by a local outage. Sincerest apologies about this! The outage was due to end on 9th November but it is still showing as active. I have raised this internally to ensure this is updated, however it may not be until Monday. 

If you can please keep an eye on our outage services for an updated fix date/time: https://virg.in/service or by calling 0800 561 0061. Hopefully this is resolved ASAP!

Please do let us know if you are still having issues but there has been no update on the outage by 16.11.22. 

Thank you! All the best. 

[Cyirak]

Thanks Molly,

Checking using the link you provided shows there are no issues.  I'll wait until the 16th and message you then if I'm still having issues.

Kind Regards

[Cyirak]

Hi Molly,

Still having problems and if i call the number you provided it reports theres a known issue however theres no estimated fix time. Are you able to advise on this?

Kind Regards

[Cyirak]

Any one from virgin able to provide an update on this please?

[Ayisha_B]

Hi @Cyirak,

I can see my colleague Gareth has responded to your PM in regards to this but just to update the thread, the current estimated time of fix has been extended to 21 NOV 2022 13:43.

Apologies for any inconvenience caused. Our engineers are working on getting things resolved as quickly as possible.

Thank you