Sudden Packetloss and loss of VOIP

[farske]

Hiya,

Yesterday I was wrought with connection issues, with packet loss, and VoIP failure.

I could still send messages, I could still view pages, but video games, connections, discord, skype, slack, all of them refused to hold a connection.

An oddity was with Discord voice and video, I could see and hear people in the chat, but they could not see or hear me.

Websites randomly timeout, frequently and often.

My PC has been updated, my hubs and router has all been restarted.

Today I just hit the same issues again, and lost VOIP which was a bit awkward mid-meeting.

Checks online and no issues found.

Any known issues in my area that are not reported online?

Anything I can do to resolve this sudden lack of VOIP and reliability?

Tests below:
See BQM:

3.0 Downstream channels

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

25	331000000	3.700001	40.366287	QAM256	25
1	139000000	1.299999	40.946209	QAM256	1
2	147000000	1.299999	40.946209	QAM256	2
3	155000000	1.599998	40.946209	QAM256	3
4	163000000	1.799999	40.946209	QAM256	4
5	171000000	2.099998	40.946209	QAM256	5
6	179000000	2.299999	40.366287	QAM256	6
7	187000000	2.299999	40.366287	QAM256	7
8	195000000	2.400002	40.946209	QAM256	8
9	203000000	2.500000	40.366287	QAM256	9
10	211000000	2.599998	40.366287	QAM256	10
11	219000000	2.599998	40.366287	QAM256	11
12	227000000	2.599998	40.366287	QAM256	12
13	235000000	2.299999	40.366287	QAM256	13
14	243000000	2.299999	40.366287	QAM256	14
15	251000000	2.299999	40.946209	QAM256	15
16	259000000	2.799999	40.946209	QAM256	16
17	267000000	2.900002	40.366287	QAM256	17
18	275000000	2.700001	40.946209	QAM256	18
19	283000000	2.299999	40.946209	QAM256	19
20	291000000	2.599998	40.946209	QAM256	20
21	299000000	4.000000	40.366287	QAM256	21
22	307000000	4.500000	40.366287	QAM256	22
23	315000000	4.300003	40.946209	QAM256	23
24	323000000	4.000000	40.366287	QAM256	24
26	339000000	3.900002	40.946209	QAM256	26
27	347000000	4.199997	40.946209	QAM256	27
28	355000000	4.000000	40.946209	QAM256	28
29	363000000	3.900002	40.366287	QAM256	29
30	371000000	4.000000	40.946209	QAM256	30
31	379000000	4.099998	40.946209	QAM256	31

[farske]

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 40.366287 0 0
1 Locked 40.946209 0 0
2 Locked 40.946209 0 0
3 Locked 40.946209 0 0
4 Locked 40.946209 0 0
5 Locked 40.946209 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.946209 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.946209 0 0
16 Locked 40.946209 0 0
17 Locked 40.366287 0 0
18 Locked 40.946209 0 0
19 Locked 40.946209 0 0
20 Locked 40.946209 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.946209 0 0
24 Locked 40.366287 0 0
26 Locked 40.946209 0 0
27 Locked 40.946209 0 0
28 Locked 40.946209 0 0
29 Locked 40.366287 0 0
30 Locked 40.946209 0 0
31 Locked 40.946209 0 0



3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 424


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 44 4.8 231857895 2577



3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 44.270599 5120 KSym/sec 64QAM 1
2 36600000 44.020599 5120 KSym/sec 64QAM 3
3 30100000 43.770599 5120 KSym/sec 64QAM 4
4 23600000 43.770599 5120 KSym/sec 16QAM 5
5 43100000 44.020599 5120 KSym/sec 64QAM 2



3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 18 0
4 US_TYPE_STDMA 0 0 17 0
5 US_TYPE_STDMA 0 0 0 0



3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.8 39.8 2K QAM8


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 220 53.4 17 0


https://www.thinkbroadband.com/speedtest/1663241033849517355

[Natalie_L]

Hi Farske, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing issues with your service. 

Can you please confirm if the devices impacted are connected to the Hub via WiFi or Ethernet? 

Can you also please check that your connection to the Hub are secure and without damage?

Thanks,

[farske]

Ethernet, I have a selection of ethernet linked pcs and devices.

The hub connection is fine, yes 🙂

[bigguy283]

Hi there!
I too am in the same boat as you, and have contacted VIRGIN about this problem, and have found out ,they have a serious isuue in my area CR5, and are working hard to fix this problem,BUT as it is a "complex issue" , their words,it may take some time!! , i have had 7 days out of the last 14 , with this problem( weirdly random days it is ok ) .
I have now just spoken to VIRGIN media via a landline phone, and have been told there is a "complex issue" in my area that needs fixing, and will take a further 4days to find and fix.
its a pity they do not think it is right to tell us of this problem,and let us think it is our end that is the problem,so we come on here to ask for help,and end up trying everything here first!!

[Gareth_L]

Hello bigguy283.

Thank you very much for joining our Community.
Can I just apologise for poor the connection you are having.
We have ran a few tests from here and checked your equipment.
Sadly we do have an SNR issue in the area. 

This is logged under reference number F010115708  and is due to be fixed on the 26/09 at 10:25am.

If it is still an issue tomorrow, Please pop back on here and we can take a look again for you.

Gareth_L

[bigguy283]

thnx gareth
i will let you know 26th if issue is better, i thought it was better sat 24th BUT not really ,as i could not upstream to my daughter as kept buffering and dropping connection! , also on your website to check my connection, it kept trying ,only to say "opps unfortunately we are unable to check"  all the time after a few minutes!
but again hopefully tomorrow after 10:30  i wll let you know, p.s when i spoke to your customer service about this , i was told they knew of this problem, and was expecting it to be fixed by the 26th!

[farske]

I am still having issues, today I have had constant connection drops.
It says its all fine on check, but its clearly not easily detectable.

[farske]

See here:

See here:

[Kain_W]

Hi there farske,

Thanks for posting updates regarding this. From checking our service today I can't currently find any readings that would attribute to the loss that you experienced on Monday.

Are the issues still present?

Let us know,