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NajadSultan's avatar
NajadSultan
Joining in
12 days ago

Unstable connection

Hi 

I’m getting in touch about a broadband issue that’s been going on for about six months now, and I’d really appreciate your help sorting it out.

I’m on 1 Gbps with Hub 5 and every time I use the Ookla Speedtest app, the connection status circle shows yellow, warning me that the connection might be unstable. Alongside this, I’m also experiencing significant issues while gaming, such as unplayable lag spikes, which have made the experience incredibly frustrating. I’ve tried resetting the hub completely, as well as power cycling everything connected to it, but nothing seems to fix the problem.

Back in December, I had an engineer visit to address this issue. We replaced the router during that visit, but unfortunately, the problem still persists.

I’ve also tried running speed tests on other networks and even Virgin Media broadband at my family’s house, and none of them showed the same warning. So, it seems like there’s something specific to my setup or connection causing the issue.

Broadband

4 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    11 days ago

    Hi NajadSultan, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with gaming via your connection. If you've narrowed the fault down to something specific with your setup, there won't be much we can help with as we're not able to support or offer help with third party equipment. We can ensure the Hub and network connection is where it should be though.

    I've run some checks this end on your broadband connection and hub and all looks to be well. The hub's upstream and downstream power levels are all optimal and show no cause for concern. The hub speed is also looking good. There does seem to be a higher than usual amount of disconnections registered however not enough to cause any concern. 

    Are you finding the issues you're having happening across all devices or is it just the one you're gaming on?

    Pop back and let us know. 

    Many thanks, 

  • NajadSultan's avatar
    NajadSultan
    Joining in
    11 days ago

    Hi the issue is not just on one device, I was using this as an example of the issues I am facing. My tv randomly disconnects from the WiFi at times. My gaming rig which is connected via Ethernet results in lag spikes or in some cases also drops. Watching YouTube on my iPad also results in drop outs of the internet. It’s not a signal issue either as I get 3 bars across my house. Could it be an issue with the line itself? 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      10 days ago

      Thanks for coming back to us on this one and for confirming things. 

      Due to the disconnects, we'd like to book an engineer to come and check things out further. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

      Thanks,