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tuneup
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Poor quality broadband/packet loss

Hi there, I have been struggling with poor quality broadband for a few months now. The speed drops to nothing and on occasions the online speed tests can't complete. If I try to do something data intensive the connection can loose the plot with packet losses all over the place and it will take a while to recover. Using the internet after a period of inactivity has a similar affect where it chuggs its way into action.


I expect it is due to the amount of people on the same line as me locally but it is becoming unusable at times. I do a lot of VoIP and the packet losses are a real pain.


When I contact vm for help it of course works fine when they do their tests. Can I get them to monitor over a period of time. It is frustrating going through the basic restarts, turn it off and on etc. every time I contact the help line.


I have attached some monitoring I have done over the past couple of weeks
Any advice or help would be much appreciated.

 

BBQ1.jpgBBQ2.jpgBBQ3.jpgBBQ4.jpg

 

 

 

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gary_dexter
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Re: Poor quality broadband/packet loss

Post back (as text) the network, upstream and downstream logs from the hub admin pages 


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Re: Poor quality broadband/packet loss

Thanks for you response.

 

Downstream

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

435000000

4.3

38

256 qam

36

2

235000000

3.5

37

256 qam

13

3

243000000

3.4

37

256 qam

14

4

251000000

3.7

37

256 qam

15

5

259000000

3.7

37

256 qam

16

6

267000000

3.9

37

256 qam

17

7

275000000

3.9

37

256 qam

18

8

283000000

3.2

37

256 qam

19

9

291000000

3.5

37

256 qam

20

10

299000000

3.7

37

256 qam

21

11

307000000

3.7

37

256 qam

22

12

315000000

4.1

37

256 qam

23

13

323000000

4

37

256 qam

24

14

347000000

4.3

37

256 qam

25

15

355000000

4.5

37

256 qam

26

16

363000000

4.9

37

256 qam

27

17

371000000

4.6

37

256 qam

28

18

379000000

5.1

37

256 qam

29

19

387000000

5

37

256 qam

30

20

395000000

4.9

38

256 qam

31

21

403000000

5.4

38

256 qam

32

22

411000000

5

38

256 qam

33

23

419000000

4.6

37

256 qam

34

24

427000000

4.8

38

256 qam

35

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

40

0

2

Locked

37.6

40

0

3

Locked

37.3

86

0

4

Locked

37.6

37

0

5

Locked

37.6

79

0

6

Locked

37.6

44

0

7

Locked

37.6

32

0

8

Locked

37.6

72

0

9

Locked

37.6

51

0

10

Locked

37.6

49

0

11

Locked

37.6

58

0

12

Locked

37.6

29

0

13

Locked

37.3

68

0

14

Locked

37.6

95

0

15

Locked

37.6

27

0

16

Locked

37.6

40

0

17

Locked

37.6

60

0

18

Locked

37.6

31

0

19

Locked

37.6

53

0

20

Locked

38.6

59

0

21

Locked

38.6

27

0

22

Locked

38.6

52

0

23

Locked

37.6

49

0

24

Locked

38.6

20

0

 

 

 

 

 

 

 

 

Upstream

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300007

4.35

5120

64 qam

1

2

39399988

4.175

5120

64 qam

4

3

46199998

4.2

5120

64 qam

3

4

53700002

4.35

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

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gary_dexter
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Message 4 of 9
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Re: Poor quality broadband/packet loss

Nothing untoward there to indicate any drops etc.

Whats dropping exactly and on what devices?


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Message 5 of 9
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Re: Poor quality broadband/packet loss

Everything, wired and wifi devices. VoIP calls, webpages and streaming will all drop at the same time, all on different devices.

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Gareth_L
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Message 6 of 9
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Re: Poor quality broadband/packet loss

Hi tuneup

Do we still need to have a look at this drop out 

Has it still happened since your post 

Gareth_L

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Re: Poor quality broadband/packet loss

Hi Gareth, thanks for your response. Yes I am still having some issue though it does seem a little better than it was during peak periods.

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Gareth_L
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Message 8 of 9
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Helpful Answer

Re: Poor quality broadband/packet loss

Hi tuneup

Thanks for the reply 

Still not perfect though, so on this basis.

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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Re: Poor quality broadband/packet loss

Thank you Gareth

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