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Upto 50% packet loss since 6:30am

matt84uk
Tuning in

Since 6:30am I’ve been getting 30%+ packet loss in the WV12 area. The webpage and phone service status both state no issues, is something actually going on again?

I’ve tried to add a BQM but the page hangs. I hope this is in the right place the forum navigation is terrible compared to when I last visited 

edited to add: it seems to be improving now, after 90 minutes, hopefully it doesn’t mess up again!

21 REPLIES 21

matt84uk
Tuning in

3.0 Downstream channels

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

162590000004.40000240.366287QAM25616
102110000005.09999840.366287QAM25610
112190000005.19999740.366287QAM25611
122270000005.19999740.366287QAM25612
132350000005.00000040.946209QAM25613
142430000004.69999740.946209QAM25614
152510000004.40000240.366287QAM25615
172670000004.59999840.366287QAM25617
182750000005.30000340.366287QAM25618
192830000005.80000340.366287QAM25619
202910000006.00000040.946209QAM25620
212990000006.00000040.366287QAM25621
223070000005.69999740.366287QAM25622
233150000005.40000240.946209QAM25623
243230000005.30000340.366287QAM25624
253310000005.30000340.366287QAM25625
263390000005.19999740.366287QAM25626
273470000005.19999740.946209QAM25627
283550000005.19999740.366287QAM25628
293630000005.00000040.366287QAM25629
303710000004.59999840.366287QAM25630
313790000004.40000240.946209QAM25631
323870000004.40000240.366287QAM25632
333950000004.40000240.946209QAM25633
344030000004.19999740.366287QAM25634
354110000004.19999740.366287QAM25635
364190000004.30000340.946209QAM25636
374270000004.50000040.366287QAM25637
384350000004.80000340.366287QAM25638
394430000005.00000040.946209QAM25639
404510000005.19999740.946209QAM25640



3.0 Downstream channels

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

16Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.36628700
13Locked40.94620900
14Locked40.94620900
15Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.94620900
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked40.36628700
25Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.94620900
32Locked40.36628700
33Locked40.94620900
34Locked40.36628700
35Locked40.36628700
36Locked40.94620900
37Locked40.36628700
38Locked40.36628700
39Locked40.94620900
40Locked40.94620900



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked431.716171865040

3.0 Upstream channels

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

14310000042.2705995120 KSym/sec16QAM2
22360000042.0205995120 KSym/sec16QAM5
33010000041.5205995120 KSym/sec16QAM4
43660000042.2705995120 KSym/sec16QAM3
54960000042.2705995120 KSym/sec16QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.036.22KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.960

Getting high losses again. What’s going on?

Client62
Hero

There is a severe noise issue on all five of the 3.0 Upstream channels, they are all degraded to 16 QAM modulation when the expected mode is 64 QAM.

Check for a local service fault on the automated number : 0800 561 0061.

The phone number pretty much always says everything is fine, but thanks for the suggestion. 

The mode has since changed, I’ll post the stats next but seems to be ok

the connection itself improved just after 9am yesterday and stayed fine apart from a shorter issue for 5-10mins at 6am this morning which I only know from checking BQM.

The main phone support was terrible yesterday though. First person started off really helpful, ran some tests  then told me my hub was switched off (it wasn’t!) and then for some reason transferred me to virgin mobile! He helpfully transferred me to a broadband person who after I explained the issue after 10 mins thought Wi-Fi pods would help so clearly didn’t understand the issue. After another 10 mins I was then put to an automated message which said “value is null, rolling back to previous value” and then hung up. By that time it was working more reliably again so I didn’t call back

3.0 Upstream channels

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

14310000042.5205995120 KSym/sec64QAM2
22360000042.0205995120 KSym/sec64QAM5
33010000042.0205995120 KSym/sec64QAM4
43660000042.5205995120 KSym/sec64QAM3
54960000042.5205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.036.82KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Hey matt84uk,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’ve had with your connection over the last few days, how are things looking at the moment with your connection. I would also like to apologise for the experiences that you had trying to get support online. 

Kind Regards,

Steven_L

wolvie
On our wavelength

Same things are happening to me in the Glasgow area.  When I run my speed tests, I have no idea what will appear.  The speeds constantly vary between 1Mbps to 277Mbps  (yes I said 1Mbps - took photos of several speed runs).  That is when I am able to connect to run the test.

I am constantly getting, everything is fine, while on the phone I was told there 'MIGHT' be maintenance or a problem with the line.  So, if fine there end, which is it?  It is either fine or there IS maintenance going on.  I am just not sure how a company has no clue what is going on!

The speeds might last about 15-20 mins then they go up and down constantly.  Not 1 person from Virgin can tell me what is happening.  I have an Engineer coming out, but that is pointless as there is nothing wrong with the connections in the house.  The issue is probably the line, but they don't seem to know how to fix it, or be able to tell anyone that there is a problem!

If they told me, yes the line is being worked on by engineers, and will be fixed within a day or 2, then I would be more willing to accept this.

I hope you get the problem fixed, but I am starting to give up hope on Virgin being as good and reliable as they used to be.