Upto 50% packet loss since 6:30am

[matt84uk]

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!

[matt84uk]

3.0 Downstream channels

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

16	259000000	4.400002	40.366287	QAM256	16
10	211000000	5.099998	40.366287	QAM256	10
11	219000000	5.199997	40.366287	QAM256	11
12	227000000	5.199997	40.366287	QAM256	12
13	235000000	5.000000	40.946209	QAM256	13
14	243000000	4.699997	40.946209	QAM256	14
15	251000000	4.400002	40.366287	QAM256	15
17	267000000	4.599998	40.366287	QAM256	17
18	275000000	5.300003	40.366287	QAM256	18
19	283000000	5.800003	40.366287	QAM256	19
20	291000000	6.000000	40.946209	QAM256	20
21	299000000	6.000000	40.366287	QAM256	21
22	307000000	5.699997	40.366287	QAM256	22
23	315000000	5.400002	40.946209	QAM256	23
24	323000000	5.300003	40.366287	QAM256	24
25	331000000	5.300003	40.366287	QAM256	25
26	339000000	5.199997	40.366287	QAM256	26
27	347000000	5.199997	40.946209	QAM256	27
28	355000000	5.199997	40.366287	QAM256	28
29	363000000	5.000000	40.366287	QAM256	29
30	371000000	4.599998	40.366287	QAM256	30
31	379000000	4.400002	40.946209	QAM256	31
32	387000000	4.400002	40.366287	QAM256	32
33	395000000	4.400002	40.946209	QAM256	33
34	403000000	4.199997	40.366287	QAM256	34
35	411000000	4.199997	40.366287	QAM256	35
36	419000000	4.300003	40.946209	QAM256	36
37	427000000	4.500000	40.366287	QAM256	37
38	435000000	4.800003	40.366287	QAM256	38
39	443000000	5.000000	40.946209	QAM256	39
40	451000000	5.199997	40.946209	QAM256	40

3.0 Downstream channels

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

16	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	40.946209	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	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
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.946209	0	0
32	Locked	40.366287	0	0
33	Locked	40.946209	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0
36	Locked	40.946209	0	0
37	Locked	40.366287	0	0
38	Locked	40.366287	0	0
39	Locked	40.946209	0	0
40	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)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

159

Locked

43

1.7

1617186504

0

[matt84uk]

3.0 Upstream channels

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

1	43100000	42.270599	5120 KSym/sec	16QAM	2
2	23600000	42.020599	5120 KSym/sec	16QAM	5
3	30100000	41.520599	5120 KSym/sec	16QAM	4
4	36600000	42.270599	5120 KSym/sec	16QAM	3
5	49600000	42.270599	5120 KSym/sec	16QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

36.2

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

6

0

[matt84uk]

My BQM + hopefully   

[matt84uk]

Getting high losses again. What’s going on?

[Client62]

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.

[matt84uk]

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

[matt84uk]

3.0 Upstream channels

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

1	43100000	42.520599	5120 KSym/sec	64QAM	2
2	23600000	42.020599	5120 KSym/sec	64QAM	5
3	30100000	42.020599	5120 KSym/sec	64QAM	4
4	36600000	42.520599	5120 KSym/sec	64QAM	3
5	49600000	42.520599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

36.8

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[Steven_L]

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]

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.