Forum Discussion

suttonscloud's avatar
suttonscloud
On our wavelength
3 months ago

XGSPON - Intermittent dropped packet loss

Hi All, 

I seem to have noticed recently on my XGSPON connection (2gbps/2gbps) i seem to be getting intermittent packet loss. This becomes an issue when gaming online, and also streaming doing anything that requires a constant connection to the internet.

I have internal monitors on my network switches and router all of which report no drops internally, but the monitor to 8.8.8.8 will drop which is external.

Previously to this, there has been 2x times i can recall where the service has completely fell over and the internet has been unavailable for around 2-3 hours.

Has anyone ever had similar experiences, if so, what was done to resolve it? - I will raise it with VirginMedia but was just wondering what to expect as FTTP (XGSPON) doesn't really seem to have a lot of troubleshooting capability other than blowing new fibre etc.

You can see the packet loss at the top of the graph represented by the red. - This is an external monitor too.

Cheers

  • Carley_S's avatar
    Carley_S
    Forum Team
    3 months ago

    Hi suttonscloud 

    Welcome back to the community forums 

    Sorry to hear of your concerns with some packet loss on your services. 

    We've not been able to locate you on the systems on our side. 

    Do you find that this happens when you're playing certain games or that there is a pattern at all to the loss, such as the time of day?

    Are you able to provide the live link to your BQM so we can check that?

    Is anything showing at all on the service status page at all regarding any area issues?

    • legacy1's avatar
      legacy1
      Alessandro Volta
      3 months ago
      Carley_S wrote:

      We've not been able to locate you on the systems on our side. 

      We are off to a good start🙄

    • suttonscloud's avatar
      suttonscloud
      On our wavelength
      3 months ago

      Hi Carley, 

      as requested, here is my BQM live monitor for my XGSPON connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/6519077e551fe4b6e5f96ae1fa1ad878c20351ee

      nobody has been at home today and you can see the packetloss over the day. Latency stays pretty low but the packet loss continues. 

      You’ll find the account isn’t in my name, as there was issues setting it up, but you have notes on file that say I’m authorised to make changes to the account. 

      there has been times where we have had outages that last a few hours, not recently but it has happened before. (5X blinks blue). 

      let me know if you need anything else. 

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        3 months ago

        Thanks for the reply suttonscloud 👋🏽

        Are you able to perform a pinhole reset on your Virgin Media router please?
        Does this issue also occur when connected via an ethernet cable?

        Let us know.

        Kind regards,
        Ilyas.

    • suttonscloud's avatar
      suttonscloud
      On our wavelength
      3 months ago

      Never really understood factory resets. Especially when I’ve proven the issue is external 

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        3 months ago

        Hi suttonscloud đź‘‹.

        Thanks for the update, could you please join us in a private message so that we can look into this further. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina

  • Sauce245's avatar
    Sauce245
    On our wavelength
    3 months ago

    That's the latency with the FTTP? It's still not as good as the main competitor (at least with my soon to go FTTP connection from you know who, the BQM sticks to basically 0), that is surprising.

    • suttonscloud's avatar
      suttonscloud
      On our wavelength
      3 months ago

      People will sit here and argue with me over it, but Virgins network isn't setup for low response times, they have had years of HFC and RFoG where latency has never been below 10ms, but now we are seeing FTTP i can to a traceroute to 8.8.8.8 and see one of the hops to the core network hit 8ms straight away, all the previous hops are 1-2ms which are about normal for a FTTP network. Then sometimes on a different routing table i can get almost 6ms to google compared to 12ms. So there's definitely routing problems.

      Virgin still have some old stuff in the network that will eventually improve or be upgraded as part of their network upgrade plan, Im at least hoping anyway. - I have probably one of the best network setups possible, and the only weak point in my network is the CAT6A cable from Hub to switch. The rest is full fibre to all my devices and computers where possible.