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Sudden Packetloss and loss of VOIP

On our wavelength


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




On our wavelength

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

Forum Team (Retired)
Forum Team (Retired)

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?




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

The hub connection is fine, yes 🙂

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!!

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.


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!

On our wavelength

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.

On our wavelength

See here:


See here:

My Broadband Ping - VM HUB4 1GB

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,