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kaadric
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high packet loss low upload speed

Hello VM Customer Service,

I am having a high rate of dropped packets over the last few days. See BM monitor VM Monitor 

Network log has a few No Ranging Response received - T3 time-out;CM messages.

B6029443-DC8D-4A9C-9E19-32B4B5886C22.jpeg

regards

Richard

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Andrew-G
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Re: high packet loss low upload speed

Your downstream power levels are too low.  Looking at the way the problem came on suddenly I'd hazard a guess that it is an area equipment fault, and if that's the case they'll hopefully already be working on it.  You can check online for a known fault in My Virgin Media and also the separate phone-in fault checker (that phone checking tends to be a bit more accurate than online, for reasons known only to VM).

Or wait here for the forum staff to pick up your post and advise - sometimes that's quick, sometimes a day or two.  If none of that cuts the mustard, then you can always try phoning it in as a new fault, and enjoy VM's legendary telephone support.

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uvarvu
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Re: high packet loss low upload speed

I have this too.

Downstream bonded channels

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

1267000000-3.431256 qam17
21390000000.931256 qam1
31470000000.531256 qam2
4155000000031256 qam3
5163000000-0.532256 qam4
6171000000-133256 qam5
7179000000-1.430256 qam6
8187000000-1.926256 qam7
9203000000-2.727256 qam9
10211000000-328256 qam10
11219000000-3.228256 qam11
12227000000-3.531256 qam12
13235000000-3.532256 qam13
14243000000-3.932256 qam14
15251000000-3.731256 qam15
16259000000-3.731256 qam16
17275000000-3.232256 qam18
18283000000-3.532256 qam19
19291000000-3.732256 qam20
20299000000-332256 qam21
21307000000-2.933256 qam22
22315000000-2.533256 qam23
23323000000-234256 qam24



Downstream bonded channels

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

1Locked31.66426782244615
2Locked31.617455913798321
3Locked31.76792401487931
4Locked318505927525070
5Locked32.34350857680284
6Locked331681831291761
7Locked30.59866312299969
8Locked26.71186747019903835
9Locked271499884915952427
10Locked28.7257921171997569
11Locked28.2254358414089806
12Locked31.65571847380138
13Locked32.66043634348566
14Locked32.313788510219075
15Locked31231802918897739
16Locked31.918281523212819
17Locked32.43843542248959
18Locked32.54868214159641
19Locked32.1355693792293
20Locked32.5297206568279
21Locked331962405103056
22Locked33.8861750175874
23Locked34.9684341164728

 

Network Log

Time Priority Description

25/06/2021 08:33:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:13Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 08:33:1Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Re: high packet loss low upload speed

Downstream power levels are patchy and SNR is poor, but that still looks to me like an area SNR problem.  I'll flag for staff to advise.

The good news is MOST area faults are dealt with as a priority, the bad news is it has seemed of late that there may be logistics issues with some parts, causing moderate delays.

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Travis_M
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Re: high packet loss low upload speed

Hi @uvarvu

 

Thanks for posting!

 

I'm going to drop you a private message to collect a few more details as i'm going to need to get a technician out to have this resolved.

 

Regards

Travis_M
Forum Team



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Travis_M
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Re: high packet loss low upload speed

Hi @kaadric

 

Thanks for posting on our forums!

 

An SNR outage (Signal Noise Ratio) is currently ongoing in your area with an estimated fix date of 28 JUN 2021 09:00.

 

This is the cause for the issues experienced and my apologies for this, our engineers will look to have this resolved as soon as we possibly can.

 

Regards

Travis_M
Forum Team



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uvarvu
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Re: high packet loss low upload speed

VM chap attended yesterday and saw a record of my problem on his grafana reports and he also did say the power limits were a little off but were still within limits.  He didn’t like look of the device at the demarc point so he replaced it.  He tried to find out what the utilisation is like in my area (07) but his report on that didn’t work, he said that you guys might be able to help on that.  But yeah everything seems to be better now.

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kaadric
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Re: high packet loss low upload speed

Hi @Travis_M / VM Customer Service

I am still facing issues with high packet loss low upload speed.

my Broadband Quality Monitor 

Please advise.

Thank You

Richard

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lotharmat
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Re: high packet loss low upload speed

Worth checking if the SNR issue persists!

Also post up the Hub stats again! - The RxMER was far too low for a stable connection last time!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Molly_G
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Re: high packet loss low upload speed

Hey @uvarvu,

 

Thanks for dropping back and sorry that your issues have persisted.

I've taken a look into your account using your forums details and can see that there is indeed an SNR fault affecting you that we are currently working on.

Details are:

 

Fault Ref. F009086166   
Estimated Fix: 02 JULY 2021 at 15:00

 

Apologies for the disruption to your services that this is causing, any further questions please let me know.

 

Kind regards,

Molly_G
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