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Slow download, high latency & packet loss

scotsd
Joining in

Having exhausted all the resources I can find, I turn to the forums for help.  I have been in contact with Virgin directly several times since the turn of the year including a recent package resize (dropped TV and phone, switched to just internet; got my volt upgrade) and am running M350.  Or should be.

Poor internet speeds, high latency & regular packet have been plaguing me on and off this year but have been atrocious the last couple of weeks.  I've done all the usual in house activities.  Checked the cabling, re-seated everything, checked my hardware to make sure there is nothing underlying.  All to no avail.

I DO have an engineer in the books for mid April (my first date I can guarantee availability) however the issue still feels like it's something outside of what I expect said engineer will come and do (notably - probably what I've just done) and feels more like an external environmental problem based on the strange pattern and evidence - especially given the 3 times someone has checked my router from Virgin already this year they've advised everything is absolutely fine with the kit.

So, here I am.  Upload and download logs to follow.  Network log I likely won't paste here but safe to say it's full of RCS Partial Service & MDD Timeouts.  (Internet is of course showing Partial for DS too).

I also signed up to thinkbroadband and set up one of their monitors.  Below is typical for most days over the last couple weeks.  (Yes, I should sleep more, you're right!)

Thanks in advance!

 

bce953f60ddbf44f6e312ea865dedd488d802800-24-03-2022

Downstream bonded channels

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

1363000000-7.734256 qam29
2267000000-6.236256 qam17
3275000000-6.935256 qam18
4283000000-6.935256 qam19
5291000000-6.735256 qam20
6299000000-6.735256 qam21
7307000000-6.733256 qam22
8315000000-732256 qam23
9323000000-731256 qam24
10331000000-729256 qam25
11339000000-7.226256 qam26
12347000000-7.525256 qam27
13355000000-7.730256 qam28
14371000000-7.937256 qam30
15379000000-836256 qam31
16387000000-8.237256 qam32
17403000000-8.235256 qam34
18411000000-7.936256 qam35
19419000000-835256 qam36
20427000000-8.435256 qam37
21435000000-8.536256 qam38
22443000000-8.537256 qam39
23451000000-8.237256 qam40



Downstream bonded channels

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

1Locked34.920311211110
2Locked36.31314415045
3Locked35.71885615550
4Locked353081624422
5Locked35.72314623027
6Locked354517516105
7Locked33.9752806318872
8Locked32.310645824719598
9Locked31.621237086321348
10Locked298926151521292069
11Locked26.5-16798220851751608912
12Locked25.6969991664355747
13Locked30.4103129612817334
14Locked37.61424022028
15Locked36.61013548581
16Locked37.316200289629
17Locked35.7477322617
18Locked36.3431222866
19Locked35.5972717573
20Locked35.5805321615
21Locked36.6833325929
22Locked37.3352130092
23Locked37.6197620364

 

Upstream bonded channels

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

15370000051512064 qam2
23260001251512064 qam5
33939998851512064 qam4
44620000051512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
4 REPLIES 4

jbrennand
Very Insightful Person
Very Insightful Person

Thats a dreadful connection - looks like noise getting in somewhere - I will flag for VM to take a look - in the meantime can we start from a blank sheet by doing this.....

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi, thanks for the reply!

Happy to start from the blank sheet. I did a power down and back up as suggested. Used the time to check the cabling again. All the same amount of finger tight as they were a few days back.

Cabling all kink free and no damage seen to my front door. Top floor flat here and cabling runs to a cable closet then down a few floors; can't comment on any of that cable.

Will set myself an alarm for the next few hours to try and grab logs.

Cheers,
Dave

Gareth_L
Forum Team
Forum Team

Hi scotsd

Thanks for your post 
Sorry to hear about the issue with your service 
Looking at the power levels we do need to get someone out 
If you don't mind, I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

 

Hi @scotsd

Thank you for confirming the information on private message. Let us know how you get on with your tech appointment. Any further issues, please feel free to post back on this thread and we'll investigate further. If you need to cancel or reschedule you appointment for any reason, you can do so via your online account or the My Virgin Media app by 4pm the day before the appointment.

Here to help 🙂
Virgin Media Forums Agent
Carley