Help me fix my broadband

[bubblegun23]

My broadband is rubbish. It downloads really fast but the connection is really poor for any normal usage. Streaming is patchy, music streaming stops frequently, internet radio cuts out every few minutes. I have a BQM running from thinkbroadband and it looks terrible. I used this when I had Sky Broadband and it looked much less noisy so its something to do with my line. I'm in a FTTP RFoG area. Its been on and off like this for a year.My BQM 

[bubblegun23]

The streaming issue has always been the issue.

The horrible BQM was just what I thought was the problem showing in a clear way.

The horrible BQM with the Asus router may just have been a thing that the Asus router did. The fact that its not there and I still have the same problem is very telling. Hopefully if I call tech support in router mode we can get this fixed. Then I can look at which router is better on a working broadband connection.

[bubblegun23]

Called Virgin technical support this morning.

First call - they got me to push the pin hole reset button.

They have run a forced firmware update and they've "refreshed things at their end".

"It will be fixed within an hour" she stressed.

Well still can't even get through Stairway to Heaven without the connection cutting.

Calling again at 10.30am.

[bubblegun23]

Second call 11.45 am.

"Our diagnostics are down."

I'll call you back and see if I can get you a pod.

I don't want a pod, wifi isn't the issue.

Streams dropping on the call.

[bubblegun23]

It's 2pm now and they haven't phoned back. Surprise, surprise!

Found another thread with the same issue - fixed by replacement router.

Just to make sure, in the meantime, I connected Sonos to the Hub directly instead of via a switch.

It made it all the way through Stairway to Heaven on the second attempt but then skipped and jumped through every song after that.

So same issue is persisting.

[bubblegun23]

3rd call.

I'm just going to run some diagnostics.

....a few minutes later the call drops and no callback.

Grrr.

[bubblegun23]

Fourth call.

Apparently there's an outage in my area affecting streaming services.

There is nothing about this online!

Apparently they cannot tell me anything about it except that it'll be fixed at some point and I'll be notified by email.

They tried to send me a pod for a wired connectivity issue. 🤣

Called the local fault line on 0800 561 0061 and it says there are no local issues affecting broadband in my area.

Truly terrible service.

[bubblegun23]

So I've opened a complaint about the poor service.

Just need a new router or an engineer, what's so difficult?

They charge me if it's not their fault so I don't see why they try not to.

[legacy1]

Run these tests (no tabbing when running each one)
https://packetlosstest.com/
https://devicetests.com/packet-loss-test

[bubblegun23]

I ran the first one for 90 seconds, my internet died for 2 minutes after it completed. Couldn't browse, getting DNS not found errors.

I'll just post the summary:

Total Packet Loss: 26.51%
Upload Packet Loss: 0.07%
Download Packet Loss: 26.43%
Late Packet Rate: 1.71%

Average Latency: 41.84ms
Average Jitter: 24.60ms

Test Settings:
Duration: 90 seconds
Frequency: 15 pings/second
Average Size: 220 bytes
Acceptable Delay: 200ms

Here's the second one:

Packet Loss Test

Test Progress

Sent Packets1499 / 1500 packets

Received Packets1492 / 1500 packets

Test Time60s / 60s

Test Results

Upload Packet Loss

0.00% (0 / 1499)

Download Packet Loss

0.47% (7 / 1499)

Total Packet Loss

0.47% (7 / 1499)

Late Packets

4.89% (73 / 1492)

Average Latency

121.94ms

Average Jitter

32.08ms

1374747111914920ms50ms100ms150ms200ms250ms300ms350ms400ms

[legacy1 · Accepted solution]

Ok maybe for the best to get a hub swap