on 09-01-2022 08:28
Happy New Year all,
My connection has started suffering from severe packet loss and continual drop-outs. I've captured a BQM over last day. Not good. See trace here:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/795a45f14fec36db2df2440da190646d359c5f60-09-01-2022
VM Supehub log also reporting numerous 84020200 Lost MDD Timouts. U/S and D/S signal levels all look within spec.
Any help would be appreciated.
Thanks!
on 09-01-2022 08:42
The BQM looks like an amplifier fault (other causes also possible), and if that's the case chances are that VM are probably already aware and working on it. You can try phoning in and seeing if there's a known fault, or check using the patchy on-line service status checks. If you phone in and there's not a known fault you can report it (but only after you get past the diabolical chatbots and crummy phone system menus). If you can, try phoning now as the phone lines should be least busy.
on 09-01-2022 14:02
situation deteriorating...
phoning for help has been non productive, difficult to get a real person. Hoping VM customer service sees this post and can file a support ticket
on 09-01-2022 15:00
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as some small area faults are not listed on the VM status pages.
If you wait here a day or two a VM Mod will pick this up.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 11-01-2022 15:17
Hello @Mooogie,
Welcome back, thanks for posting.
I am sorry that your service is being affected.
I located your account using your forums details, I can not see an outage in your area. I can see you have a work order open on the account, can you let me know how this goes?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 13-01-2022 19:46
Hi @Hayley_S
Problem now resolved. Engineer installed new router. Suspected my old SuperHub 2 had a fault or not up to the job since network updates were made and speed increases.
Trace is now clear of packet loss and drop outs.
thanks for your help.
on 16-01-2022 10:24
And... the problem has come back this morning, severe packet loss and long periods of outage....
on 16-01-2022 10:49
Hi Mooogie
Thanks for your update
That's looking so much better now
Gareth_L
on 18-01-2022 11:44
Hi Mooogie,
Thanks for replying and welcome back to the community.
I can see on Sunday you experienced quite a bad service.
However since there's been no report of packet loss on SamKnows, with today's readings currently being in spec.
Has the service improved since you posted this?
Let us know.
Thanks,