T3 timeouts, low upload speed, packet loss

[ShiroKen]

Hi there

About a month ago we rejoined Virgin and was working fine.  Up until recently I was getting a consistent 384mbps download and 37mbps upload

About a week ago I noticed a drop off in upload speed and some high pings.  Speed/ping tests also confirmed this.  There appears to be packet loss on upload and maybe some on download (but the amount might be considered normal/negligible for the donwload packet loss as it wasn't much)

Now if I speed test it goes straight to 384mbps almost as fast as previously, but upload seems like it's hunting around between 10-20mbps.  Pings seem fine though I do get some timeouts or random high ones (300+ms) which I guess might be related to packet loss/retransmission

I looked at the router status and noticed a lot of pre and post RS errors on the downlink (hundreds, if not thousands).  I also noted some T3 errors and the modulation changing in the uplink - sometimes it would drop to 32QAM or 16QAM.  There are also T3 time out mesages in the network log

There was apparently a known issue in my area.  The status page said TV and was supposed to have been fixed by now (though I can't say we had any issues with TV and the pre and post RS errors on downlink are lower since rebooting the modem)

Now, if I go to the service status check it says no known issues in my area, however if you click on broadband and test my hub, it will eventually return that there is an issue in my postcode with broadband and the technicians are sorting it

I suppose I just wanted to confirm this was the case as one status page says there isn't a problem and the other does, and if so is there an ETA?

I should note that a few years ago when we were with Virgin, we also had a hub 3 at that time and I would get occasional T3 timeout messages in the network log but it seemed to have no impact on performance and there were no RS errors or T3 errors in the uplink page.  I don't know if it's negligible/normal to have some amount of T3 errors?

I note that we have recently had a speed boost, so I wonder if others have too and it's a capacity issue?

Some data below for those interested.  Would appreciate any feedback as I do like to try to understand these things

Upstream bonded channels

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

1	43100000	41.2	5120	64 qam	10
2	23600000	38.3	5120	64 qam	13
3	30100000	39.5	5120	32 qam	12
4	36600000	40.3	5120	32 qam	11
5	49600000	42.5	5120	16 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	10	0
2	ATDMA	0	0	11	0
3	ATDMA	0	0	7	0
4	ATDMA	0	0	6	0
5	ATDMA	0	0	3	0

Downstream bonded channels

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

1	387000000	4.4	38	256 qam	32
2	203000000	4.4	40	256 qam	9
3	211000000	4.5	40	256 qam	10
4	219000000	4	40	256 qam	11
5	227000000	3.7	38	256 qam	12
6	235000000	3.5	40	256 qam	13
7	243000000	3.2	40	256 qam	14
8	251000000	4.3	38	256 qam	15
9	259000000	4.8	38	256 qam	16
10	267000000	5	40	256 qam	17
11	275000000	4.9	40	256 qam	18
12	283000000	5	40	256 qam	19
13	291000000	4.8	40	256 qam	20
14	299000000	5.1	38	256 qam	21
15	307000000	5	40	256 qam	22
16	315000000	5.3	40	256 qam	23
17	323000000	5.5	40	256 qam	24
18	331000000	5.5	40	256 qam	25
19	339000000	5.8	38	256 qam	26
20	347000000	5.3	38	256 qam	27
21	355000000	4.5	40	256 qam	28
22	363000000	4.1	38	256 qam	29
23	371000000	4.5	38	256 qam	30
24	379000000	4.8	40	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	461	539
2	Locked	40.3	32	0
3	Locked	40.3	14	0
4	Locked	40.3	23	0
5	Locked	38.6	45	0
6	Locked	40.3	45	0
7	Locked	40.3	67	0
8	Locked	38.9	38	0
9	Locked	38.9	21	0
10	Locked	40.3	20	0
11	Locked	40.3	21	0
12	Locked	40.3	14	0
13	Locked	40.3	18	0
14	Locked	38.9	15	0
15	Locked	40.3	30	0
16	Locked	40.3	28	0
17	Locked	40.3	12	0
18	Locked	40.3	30	0
19	Locked	38.9	26	0
20	Locked	38.9	28	0
21	Locked	40.3	21	0
22	Locked	38.9	54	0
23	Locked	38.9	17	0
24	Locked	40.3	18	0

[Adduxi]

Looks like problems with your US channels, they should all be at QAM64 and the T3 errors should be minimal. 

Usually caused by noise or a SNR fault.  All you can do is check the connections are tight, as loose connections can cause noise ingress.   A VM tech will need to sort this out, but if it's an area fault, they will not attend until the area fault is cleared.

If you wait here a day or two, a VM Mod will pick this up and discuss.

[Joseph_B]

Hey @ShiroKen,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, I would like to look into this further with you, for me to do so I will need to confirm some information from you in a private message.

Joe

[Joseph_B]

Hey @ShiroKen,

Glad we could go about looking into this further for you, if there is anything further we can do, please do let us know.

Joe