on 22-08-2021 20:23
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.
on 22-08-2021 20:29
on 24-08-2021 20:48
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
on 24-08-2021 21:01
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.
on 27-08-2021 11:00
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
on 27-08-2021 11:04
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.