Worthwhile to Pursue An Engineer/Technician Visit?

Hi again folks.

Just thought I'd follow-up with my final set of tests/diagnostics, this time from my Hub 5.

Test 7.  Hub Diagnostics Review  (Status, Downstream, Upstream, Configuration, Network Log)

I went into the Hub 5’s administration link (http://192.168.0.1), selected “Check Router Status” (no login required this way), then checked the following tabs/pages:

• (7.1.) Status
• (7.2.) Downstream
• (7.3.) Upstream
• (7.4.) Configuration
• (7.7.) Network Log

7.1.  Status

7.2.  Downstream

7.3.  Upstream

7.4.  Configuration

7.5.  Network Log

Conclusion

Thank you very much to anyone who has made it through my long posts.

I hope some of the details presented have been informative.

All things considered, my basic question is this: is it worthwhile for me to pursue a technician/engineer visit in this case?

Thanks so much for any feedback or opinions.

The Samknows Realspeed test is the interesting one.

The speed at the Hub is correct, at the computer the Upstream speed is ok too, but at the computer the Downstream speed is low. 

What is the connection between the VM Hub and the computer, is it a direct cable or is it a via Power Line Adaptors  (PLAs)?

If it is direct cable - reboot the computer into Safe Mode and see if the Samknows Realspeed test improves - if it does perhaps a Norton or similar anti virus packages are degrading the performance.

If it is via PLAs these could be limiting the speed.

Hi folks.

I just thought I'd leave a reply to the thread using the "reply" button at the bottom, instead of using the "reply" button that is nested in the last visible post.

The reason is that large swathes of posts seem to be invisible to me (and presumably others), after they have been made.

When I click on the thread title from the Speed subforum, I get an incomplete thread, with many posts missing.

Hopefully, this particular post shows up properly.

This new post is really a reply to both Client62 and VM's Alex.  I hope it is useful.

All things considered, I feel there are two ongoing problems regarding my connection quality.

Problem 1:  My Device's (My Desktop Computer's) Connection Quality Does Appear To Be Inhibited Under Standard Windows Running Conditions

As requested/advised by Client62 (thanks again!), I have now run the SamKnows RealSpeed test in Windows Safe Mode.

As Client62 predicted, the test came back with zero speed disparity over the Hub versus my single connected device (a desktop computer).

Here is a screenshot, taken on 28/05/2025:

When using Windows 10 as standard, while I do not feel that I run any very obvious culprits that may degrade connection performance, I could perhaps, tentatively speculate the following might be factors:

• Very old install of Windows 10.
• Comodo Internet Firewall.
• VPN application installed, albeit inactive and unused most of the time.

So, this problem is certainly something I need to solve myself, via my own research.

Problem 2:  Packet Loss Still Occurring

In addition, I am still getting what I feel are unacceptable instances of packet loss on a daily basis now.  It is negatively impacting my workflow and productivity, as there are moments when I have zero connectivity to the internet.

Here is a Broadband Quality Monitor snapshot from yesterday (28/05/2025):

As you can see, I had some bad moments at around 0200hrs and 2100hrs on 28/05/2025.

I am hopeful that I can get a VM-side fix process started, perhaps with an engineer visit as part of that.  On the off-chance that this thread is being monitored by a VM forum colleague, I would be very grateful if they could start the ball rolling with that.

Thanks again for reading my post folks, and thank you very much for all the very useful guidance posts I have received from various parties.

Hi there @Daniel_Et , thanks so much for posting -- I really appreciate your input.

Ah, yes, my connection experienced quite a bad outage last night.

It was problematic from a productivity standpoint.

Here is my Broadband Quality Monitor (BQM) snapshot for the past 24 hours (31/05/2025 to 01/06/2025):

As you can see, the outage was from circa 2200 to 0200.

My internet seems to be functional again thankfully.  (Whatever fix has been implemented appears to be ahead of schedule in its effectiveness, so many thanks for that.)

For completeness, here is a screenshot record of the recognition of a broadband issue in my area (screenshotted on 01/06/2025):

I'm hopeful that my connection stabilises over the next week, and that the instances of outages and packet loss diminish to zero.

Of course, if I have any further problems, I will post back!

Thanks again and all the best.

Hi there @Daniel_Et, many thanks for following up with me.

I've had a few moments of poor connection quality, but for the most part, I feel there has been an improvement in the quality of my connection today (04/06/2025), when compared to yesterday (03/06/2025).

Here's a quick rundown.

03/06/2025

On 03/06/2025, I experienced some poor connection quality (and severe packet loss) at circa 0030 to 0230 hrs.  Here is a wee BQM snapshot to demonstrate:

That was a little bit problematic, as I am going through quite an intensive phase of productivity tasks at the moment.  Still, it did resolve itself eventually by circa 0230 hrs.

04/06/2025

Today (04/06/2025), things have been pretty good in terms of connection quality.  I have not noticed any instances of packet loss at all today, which is an improvement.  Here is a wee BQM snapshot to demonstrate:

I'm hopeful that the engineer work (still in progress) can add even more stability to my connection.

Once again, for completeness, here are some VM Service Status Checker pages (screenshotted on 04/06/2025) that show a problem is still identified as being active in my area, and that fixing works are still ongoing.

So, overall, my connection looks to be improving (despite some blips), and I am hopeful that the engineer team fix further stabilises my connection.

Thanks again for taking an interest in my case, and if things go bad again, I will post back!

Hi there @Steven_L, many thanks for keeping tabs on my issue and thread.  Very much appreciated.

Sadly, after a lull of "okay" connection performance for a few days, my "poor connection quality" issues have started back up again.

Here are some Broadband Quality Monitor snapshots to demonstrate.

10/06/2025, going into 11/06/2025

12/06/2025

Needless to say, from a "work from home" (WFH) perspective, this is extremely problematic, and causes me consternation and various professional problems.

I have checked the VM Service Status checker page here, and a fault is registered, with a fix date of 16/06/2025.  Here are some screenshots to demonstrate:

My Plans and Some Commentary on VM's General Broadband Strategy

Regrettably, I feel this is the final push towards me leaving VM, and joining up with an OpenReach provider.  At time or writing, many choices are now available to me on that front.  Most likely, my main picks are going to be either BT or EE (I tend to favour established firms over the smaller/newer providers).

There are some factors behind this decision:

(1) Historical VM email service outages, that caused me some serious problems a number of years ago.  I learned from these problems, and migrated my email services away from VM to Proton Mail (paid-for provider) and Google Mail ("free" provider).  Note: other email providers are of course available.

(2) VM price rises at regular intervals, and yet, plateauing -- and sometimes degrading -- broadband service up-time (reliability).  From a work from home (WFH) perspective, I cannot tolerate or endure regular downtimes.  I need 24/7/365 up-time.  I am pretty sure I am not the only customer who has this perspective.

(3) The apparent need to "play games" on a yearly basis, to secure a reasonable price point for the provision of VM broadband services.  Some call this the "yearly dance" with VM.  I don't have the time, energy or inclination to play games of this nature.  I repeat: I don't "play games" with companies, and have no interest in doing so.  I expect a reasonable price-point, year on year.  If I get that, I will remain with the company.  Some might call this "straightforwards dealing".  I believe many VM customers are beginning to form a similar mindset.  Moreover, many competing companies in the marketplace are beginning to recognise this, and I feel VM are well behind the curve in that regard.  The "yearly dance" is just so inefficient and time-wasting, both for VM colleagues, and customers alike.

All things considered, I would like to thank the VM forum/community team members, who have been excellent on these forums over the years, and who have been a far superior point of contact to other VM support avenues.  I feel they do a very good job.  I would also like to thank the many "everyday" forum members who have helped me, both recently, and in the past.

If I get the chance, and assuming my switch is a "go" (a broadband service availability checker for my postcode indicates it should be), I may post back with my experiences of a switch, and perhaps some new Broadband Quality Monitor snapshots.

My advice to VM upper/senior management:

• Focus on service reliability.  24/7/365 up-time should be the aim.  Forget about braggadocio on top-line speeds.
• Reward your support staff and technical staff with adequate compensation.  These are the people that actually make your company work.
• Remember that you are a technology company, not some kind of media and marketing company.
• Completely remove the strategy of the "yearly price-point dance".  It is a complete waste of time for everyone, and merely leads to ill-will.
• Adopt straightforwards price points and straightforwards, efficient dealing.

Thank you for reading my post folks.

Spirit,   While VM are sorting their network issues, you should probably check & clean browser clutter on your PC.    I have found similar Hub to Computer issues, especially when my browser cache has not been cleared for a while.   Try "ccleaner" free version & do a manual cleanup or cookies & history.   It should leave your bookmarks, passwords, etc intact. 

Your Samknows tests are exactly as they should be, so another PC test is to use the Speedtest Windows app instead of a browser to check performance.

Pete

Hi there @pete_at_home, many thanks for your post.

I will do those things today -- thank you very much for your suggestions.

Sadly, I've had a poor run of connection performance recently, at what was quite an important time, and so, I've decided to draw a line under my time with VM.  Despite a fix to an issue that was estimated to be implemented on 16/06/2025, unfortunately, I had more outages that day and today (17/06/2025).

Here is a Broadband Quality Monitor snapshot to demonstrate (17/06/2025):

I've had a decent run overall with VM (starting with contracting with NTL), and for many years, had no pressing issues in terms of connection reliability.  So, I must give VM credit for that.  Recently however, the connection has not been performing well.

I had initial conversations with an alternative large-scale/established provider today, and they were straightforward and efficient.  As an aside, a pleasing aspect of the proposed solution was a redundancy option, which initiates an automatic "mobile signal" connection, via an extra unit connected to the main router, should the standard fibre connection fail or have an outage.

For anyone in a similar position, and considering a similar move, here is my opinion (and that is all it is).  Assuming you are out of contract with VM, I would, on balance, recommend running 2 services concurrently, until the alternative option is fully up-and-running.  This is a different strategy to a standard "switch" protocol, which relies on very precise timing.  While there is additional expense to my own approach, I feel that the risk of being left without a connection (should anything go wrong with a traditional "switch" method) is greatly reduced.  Having worked for a large-scale telecommunications company, I am aware that switches can (and do) go wrong, with very inconvenient results.

I am hopeful that all goes to plan.

Thanks again to everyone who has posted in this thread.  Please also bear in mind that there are a number of posts that I have not responded to, as I simply cannot see them, due to some problems with this forum's management of layers of "nested" posts.

Hi folks.

Hope all are well.  Just a quick update post.

Regrettably, I am still getting daily outages, which can span multiple hours.

To say the least, this is not ideal for work from home (WFH) purposes, or general productivity.

Here is a Broadband Quality Monitor (BQM) snapshot to demonstrate today's outage (18/06/2025):

As the graph demonstrates, today's outage spanned from circa 1700 to 1900.

At time of writing, these issues have now spanned circa 26 days, at least.

Sadly, I do not have a workable "mobile phone tethering" redundancy option at this time.  (That is something I am working on.)

So, I am proceeding with a switch to a well-known OpenReach provider.

A rudimentary glance at various relevant online forums (including Reddit) suggests outages are not wholly uncommon with VM, as of June 2025.  That is unfortunate, as my early experience of this network (spanning back to my early contracting, in my area, with "pre VM" NTL) was one of reliable provision.  Once again, I encourage a root and branch reappraisal, at boardroom level, of VM's current strategy on broadband provision, with an emphasis on 24/7/365 service up-time and reliability.

Hi there @Lee_R, many thanks for your post and private message -- very much appreciated.

I am very grateful to you for your input, plus the input received from other members of the VM forum team.

I will read and reply to your private message this evening.

Thanks again.