Increasing packetloss - best way to resolve?

Morning all,

Long time lurker, first time poster.

I have Virgin's M200 Broadband package using a Hub 3.0 in modem mode. I've been a customer for many years now but have increasingly seen connection issues (seems like a common thread).

Normally, rebooting the modem (and/or router) will clear the problem for a while. Previously my connection might be ok for weeks between reboots. Now, I'm rebooting every day. Take a look at my BQM for the last 24 hours as an example:

Virgin Media

I'm seeing a lot of packet loss, and really bad latency. Modem was rebooted at 1pm yesterday and I had about 7 hours of decent connection until the packet loss crept back in again.

I'd be grateful for anyone who can give me pointers about the best way to approach Virgin Media support about this.
I have bitter experience with raised blood pressure during previous interactions with them so I'd appreciate hearing about people's successes/failures with VM support and try to work out the best way to get this resolved.

Not sure if this is useful, but here's the 'Router Status' from my Hub 3.0:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
202750000
Locked
Ranged Upstream Channel (Hz)
25800019
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 -5.2 38 256 qam 9
2 210750000 -5.2 38 256 qam 10
3 218750000 -5 38 256 qam 11
4 226750000 -5 38 256 qam 12
5 234750000 -5 38 256 qam 13
6 242750000 -5.2 38 256 qam 14
7 250750000 -5.2 38 256 qam 15
8 258750000 -5.5 38 256 qam 16
9 266750000 -5.5 38 256 qam 17
10 274750000 -5.9 38 256 qam 18
11 282750000 -6 38 256 qam 19
12 290750000 -6.2 37 256 qam 20
13 298750000 -6.4 37 256 qam 21
14 306750000 -6.5 37 256 qam 22
15 314750000 -6.7 37 256 qam 23
16 322750000 -7 37 256 qam 24
17 330750000 -6.5 37 256 qam 25
18 338750000 -6.4 37 256 qam 26
19 346750000 -6.2 37 256 qam 27
20 354750000 -6.2 37 256 qam 28
21 362750000 -6.2 37 256 qam 29
22 370750000 -6.4 37 256 qam 30
23 378750000 -6.7 37 256 qam 31
24 386750000 -7 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 27 0
2 Locked 38.9 24 0
3 Locked 38.9 40 0
4 Locked 38.6 39 0
5 Locked 38.6 29 0
6 Locked 38.6 21 0
7 Locked 38.6 30 0
8 Locked 38.6 33 0
9 Locked 38.6 40 0
10 Locked 38.6 26 0
11 Locked 38.6 29 0
12 Locked 37.3 37 0
13 Locked 37.3 50 0
14 Locked 37.6 35 0
15 Locked 37.6 31 0
16 Locked 37.6 44 0
17 Locked 37.6 52 0
18 Locked 37.6 37 0
19 Locked 37.3 25 0
20 Locked 37.6 25 0
21 Locked 37.6 39 0
22 Locked 37.6 27 0
23 Locked 37.6 48 0
24 Locked 38.6 22 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800019 46.2 5120 16 qam 4
2 39400014 48.2 5120 16 qam 2
3 46199988 49 5120 16 qam 1
4 32600058 47.2 5120 16 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 26 0
2 ATDMA 0 0 15 0
3 ATDMA 0 0 20 0
4 ATDMA 0 0 24 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID 7438
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 7437
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort


Additionally, I've seen these type of errors in the log:

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:bb;CM-QOS=1.1;CM-VER=3.0;

Edit: Clarifications, router status
Edit 2: Removed MAC addresses!

Edited by LoZZoL (Fri 02-Sep-22 10:04:20)

1. Downstream power levels too low.

Modulation should be QAM 256

2. Upstream channels should be QAM 64

Probably require a visit from V.M. "Tech"

In reply to a post by Brunel:

1. Downstream power levels too low.

Modulation should be QAM 256

2. Upstream channels should be QAM 64

Probably require a visit from V.M. "Tech"

Thanks Brunel! I knew this was the place to ask.

Now for the difficult support question - is this a call up, on hold for 2 hours, go through scripted responses before 'accidentally' being cut off and starting the process all over again?
Or is there a simpler way to log a call with VM Support regarding your suggestions?

Try ascertaining if there are any area faults 0800 561 0061

If not try the VM help Forum: https://community.virginmedia.com/t5/Networking-and-...

Thanks for the pointer - I called the number and found that they've got ongoing intermittent problems with calls, broadband and TV in my area. I think VM have nicely covered all their bases on that one!
If things haven't improved in a week's time I'll call again and see if I get the same canned response. If not I'll log on the VM forums.

Just a quick further question - would the general problems in my area cause the low power levels reported in my original post, or should I seek to get them reported even if things improve?

Thanks anyway for your swift and helpful response!

If/when the area fault is cleared, check your hub again, after a reboot.

There is info. on the VM forum site Re. what the correct figures should be.

If still incorrect, then try posting on the help forum.

Edited by Brunel (Fri 02-Sep-22 11:40:21)

Noise on your local network. This is an area fault. VM support should describe it as 'FEC errors' or an 'SNR fault'.

Needs a VM network engineer to go find the source of the noise and resolve it. There's nothing you can do. They will be aware, it'll have triggered their automated monitoring systems. Looks pretty bad.

Thanks XGS_Is_On - I've called their area fault line and they're saying there's an ongoing intermittent problem with all services. So I'll give it a week and check again.