Virgin Media Community

[ejbh23]

For a few weeks now, I've been experiencing regular packet loss, at the worst case up to 12 times a day. These dropouts can last up to 10's of seconds at a time. There have been a few days in succession without any issues however. I had an engineer out this week, who said when assessing my Hub 3, that the Downstream power was slightly high, around 12dBmV. As a result, he simply added a 6dB attenuator, and sure enough the power reduced by half, with the Upstream power increasing slightly to compensate at around 42dBmV. 

That unfortunately hasn't solved the issue, and today the connection has been horrendous; the worst yet. The Down/Up power levels have shifted slightly since the engineer visited.

I have been running the Hub 3 in Modem mode, connected to an Asus RT-AX86U. Earlier today, I factory reset the Hub 3 to see if that helped. It did not. Next I put the Hub 3 back into Router mode, and ran solely off of that. That made the packet loss worse if anything.

I have two BQM's that overlap in time, as when I switched from Modem Mode to Router Mode on the Hub 3 my IP address changed. 

Hub 3 in Modem Mode until ~7pm. Factory reset was at ~4pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a2cc715665503df8236464b6ac9f95b5c9550537-22-08-2021

Hub 3 in Router mode from ~7pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0063e483cccef29dc85b7f43924b567e7a612131-22-08-2021

Downstream bonded channels

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

1	419000000	4.1	36	256 qam	32
2	203000000	5	33	256 qam	9
3	211000000	4.6	33	256 qam	10
4	219000000	5	34	256 qam	11
5	227000000	5	34	256 qam	12
6	235000000	5	34	256 qam	13
7	243000000	5.1	34	256 qam	14
8	251000000	5.1	34	256 qam	15
9	259000000	5.1	34	256 qam	16
10	267000000	5.1	34	256 qam	17
11	275000000	5.1	34	256 qam	18
12	283000000	5.1	34	256 qam	19
13	291000000	5.4	34	256 qam	20
14	299000000	5.8	35	256 qam	21
15	307000000	5.5	35	256 qam	22
16	315000000	5.5	35	256 qam	23
17	323000000	5.1	35	256 qam	24
18	363000000	4.9	37	256 qam	25
19	371000000	4.6	36	256 qam	26
20	379000000	4.5	36	256 qam	27
21	387000000	4.1	36	256 qam	28
22	395000000	4.4	36	256 qam	29
23	403000000	4.5	36	256 qam	30
24	411000000	4.5	36	256 qam	31

Downstream bonded channels

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

1	Locked	36.3	3282	21700
2	Locked	33.8	18952	20578
3	Locked	33.8	15947	21008
4	Locked	34.4	9705	21578
5	Locked	34.4	6748	21400
6	Locked	34.4	5815	21572
7	Locked	34.4	5531	19993
8	Locked	34.9	5253	20769
9	Locked	34.9	5275	19419
10	Locked	34.9	5320	19337
11	Locked	34.9	5751	19524
12	Locked	34.9	5503	18914
13	Locked	34.9	4932	19485
14	Locked	35	4720	19026
15	Locked	35.5	4137	19363
16	Locked	35.5	3783	20032
17	Locked	35.5	3802	20916
18	Locked	37.3	4437	17530
19	Locked	36.6	5406	13932
20	Locked	36.3	5686	12703
21	Locked	36.3	5081	15588
22	Locked	36.6	4313	17099
23	Locked	36.3	3807	18267
24	Locked	36.3	3487	19852

Upstream bonded channels

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

1	60300000	44	5120	64 qam	1
2	53700000	44	5120	64 qam	2
3	46200000	43.3	5120	64 qam	3
4	39400000	42.5	5120	64 qam	4

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

Any ideas or insight into what might be going on would be much appreciated.

Ellis.

[legacy1]

Likely to be a downstream problem in drop of packets.

[Steven_L]

Hey @ejbh23,

Welcome to the community and thanks for taking the time to post your issue here on our forums.

I have been able to locate your account and can see that you have had an engineer visit recently, have your issues now been resolved since the visit?

Regards,

Steven_L 

[ejbh23]

Hi Steven,

As of writing, the issue is still currently unresolved, with the connection being extremely intermittent. 

Today's BQM Graph:

However, a second engineer has visited me today, at around 4PM, and has confirmed the issue is originating from the Virgin Media network. He has been in contact with the Network team, and the working theory is that there is a faulty amplifier in the downstream link in the local area. An engineer from the Network team will be inspecting the hardware tomorrow (Wednesday 25th), so I have been told. 

[Zoie_P]

Hi Ejbh23,

Thanks for your update, I have checked your account and it looks like it has been reported and they are currently working on resolving the fix date is: 03 SEP 2021 14:30.

Zoie

[ejbh23]

Hi Zoe,

As of Wednesday the 25th, everything appears to have resolved and is functioning correctly. 

From looking at my BQM, there were connection disconnects associated with the engineers working on the network. 

I assume that it indeed was a faulty amplifier causing the issue I was experiencing

I consider this issue to be resolved.