Bang 💥 😂

The BQM is looking worse than ever today...

Any word from Virgin Media @suttonscloud ?

Sorry only just got round to replying to everyone's suggestions.

No response from VM, Community Forums are awful and i dont understand how anybody manages to get help on there.

Had some weird issues with home devices, my Sky Glass TV wouldn't connect to the internet, it shown a network connection but the connection to internet step failed, although all the devices were working properly.

Upload speed today is terrible, 6mbps, and yes just to reiterate, i have the 2gbps symmetrical package.

In reply to a post by Pheasant:

Just in the short space of time I've been looking at your BQM there remains large ongoing packet loss from the event early this morning from approx 7:20am onwards. There is some recovery, but then goes back to full loss after 8am

Right now at 8:15am it looks pretty terrible.

This is definitely not right for an XGS-PON based connection (that has been installed and is operating correctly). Yellow latency spikes are normal and to be expected, especially on a well utilised connection. However there should be no red on that graph at all.

You have an installation issue. I could be wrong, but given the initial installer didn't cover themselves in glory, I would think you may have other/further optical loss issues. These can be intermittent too. Or you could have a duff combo ONT/router.

Yes i agree, although we had some packet loss before, for some reason its absolutely terrible now that cable was changed, i dont really know why either.

Im having issues with a few devices not even registering the network connected to the internet. As mentioned above in a previous reply, my speedtest was around 2000mbps download, but 6mbps upload, which is shocking!

In reply to a post by Chrysalis:

Also VM congestion typically pushes up latency and jitter, might also slow throughput, when you see packet loss on VM graphs for coax its usually noise ingress not congestion.

What this issue is, I am scratching my head, I think its just going to have to be reported, and go through the motions until they find what the problem is.

I think a lot of these issues were solved on the FTTP rollout, latency and jitter has never really been a problem for me, when you do a traceroute you can see some hops in the VM network that shoot the latency from around 2-3ms to 9-10ms but i guess this is just VM's older kit handling newer connections, and now being a bottleneck whereas compared to HFC response times were never a boasting point anyway.

Awaiting a response from VM on my app, today has been shocking!

In reply to a post by jchamier:

The OP needs to deal with the Virgin Community Forum team whom can get things resolved better than any call centre.

Strongly disagree with this comment! - VM Community forums have been a nightmare with me, i have had nothing from them, actually raised a complaint from dealing with them. The Forum team wont deal with XGSPON customers, they outright refuse.

In reply to a post by suttonscloud:

Sorry only just got round to replying to everyone's suggestions.

No response from VM, Community Forums are awful and i dont understand how anybody manages to get help on there.

Had some weird issues with home devices, my Sky Glass TV wouldn't connect to the internet, it shown a network connection but the connection to internet step failed, although all the devices were working properly.

Upload speed today is terrible, 6mbps, and yes just to reiterate, i have the 2gbps symmetrical package.

Raise a service ticket. Packet loss on your connection is excessive and effectively is an unusable service, as you’ve pointed out in your latter posts. Paint it in black and white terms and don’t take no for an answer.

You either have an equipment fault or an optical issue.

In reply to a post by Pheasant:

In reply to a post by suttonscloud:

Sorry only just got round to replying to everyone's suggestions.

No response from VM, Community Forums are awful and i dont understand how anybody manages to get help on there.

Had some weird issues with home devices, my Sky Glass TV wouldn't connect to the internet, it shown a network connection but the connection to internet step failed, although all the devices were working properly.

Upload speed today is terrible, 6mbps, and yes just to reiterate, i have the 2gbps symmetrical package.

Raise a service ticket. Packet loss on your connection is excessive and effectively is an unusable service, as you’ve pointed out in your latter posts. Paint it in black and white terms and don’t take no for an answer.

You either have an equipment fault or an optical issue.

Just wanted to see your thoughts and if anyone else experienced this on XGSPON. I obviously know the ins and outs of fibre networks with the nature of my business but just wanted to see if it was usual behaviour or potentially even a overlook on my behalf and the connection was fine and it was the BQM requests that were being dropped by the router. This was a much more likely scenario previously as the packet loss didn’t really give me any issues, but after that engineer visit to hopefully solve that issue it’s got a lot worse!

The VM Forum team won’t deal with XGSPON customers, I don’t think it’s cause they don’t want to, it’s more likely they don’t have the system yet as it’s fairly new still.

I’ve got to wait another day till I can schedule an engineer visit and have them look into it. As XGSPON isn’t available on business, otherwise I’d be a business customer, I have to go through the same route as all other customers and while I know a lot about networking and telecom, the operator does the usual and just ignores that and still makes you factory reset the router, every time. Which is annoying. Business support is a lot better.

I will keep everyone updated though, I was thinking to take home a fibre cleaner from the office and clean the fibre connector to the router, but as it’s VM’s kit I’m very reluctant to touch any of it unless I absolutely need to.

Once this is all fixed I’ll try the XGSPON ONU Stick and see if I can get it working in my pfSense router which would be a far better solution to me than being limited by the 5X with no modem mode.

Just to clarify, Modem mode DOES exist on the 5X, it’s a bit of a hack to get it to work though.

But it only works on the 1Gb ports, which are no use to me being a 2Gb subscriber.

Just wanted to clear that up before everyone screams at me for living under a rock, haha.

Hammer Virgin Media Of Horror! Steer clear!