Forum Discussion

J1822's avatar
J1822
Settling in
2 months ago

Gaming issues with hub5x

Hello recently I have been having issues with my broadband connection and are a new customer, the issues I have include lag spikes in games, speeds dropping on on the router (which I have caught on samknows real speed test) videos and video previews lagging on YouTube, this happens on both a mobile phone and Ps5, I have had an engineer out and we suspected that it was something to do with jitter and should sort itself out within a day or two but the issues have continued and another engineer has been booked for next week, in the meantime I have done a BQM monitor for the last day and cannot interpret the results, any help to identify if there is a problem will be appreciated. 

P.s Will a cropped screenshot of the BQM be sufficient as I do not know how to hide my ip.

35 Replies

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    Forgot to mention that the engineer replaced the router and fibre cable leading from the ont to the router if that makes a difference 

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 months ago

      Its normal for the hub 5x to be bad ask for modem mode and get your own router.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 months ago
        legacy1 wrote:

        Its normal for the hub 5x to be bad ask for modem mode and get your own router.

        modem mode isn't available on hub5x

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    And a few samknows real speed tests from last night: 

     

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    Forgot to add router stats:

    PON modem status    Online
    Connection mode    IPOE
    Firewall    true
    WAN layer interface

    IP_VOIP    Up
    IP_DATA    Up
    PON statistics

    Transceiver temperature    30
    Transceiver voltage    3304
    Laser bias current    11038
    ONT transmit power    -16100
    ONT receive power    5500

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    the engineer replaced the router and fibre cable leading from the ont to the router 

    A Hub 5x has an ONT ? ? ? 

    • J1822's avatar
      J1822
      Settling in
      2 months ago

      Is that not what the box on the wall inside the property is?

    • J1822's avatar
      J1822
      Settling in
      2 months ago

      I just checked and you are completely right, I meant the fibre cable leading from the router to the box on the wall.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Hi J1822 

        Welcome to the Community Forums. 

        Sorry to hear of your service concerns when gaming. 

        Checking the systems on our side, there doesn't appear to be any known area issues affecting your services at this time. 

        Please do keep us posted on how your visit goes, and please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    I have got a few more sam knows tests and thinkbroadband bqm's if they will be helpful?

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 months ago

      Hi J1822, thank you for your response.

      If, by any chance, you're continuing to experience issues on the back of the engineer visit, please pop back to us with those.

      Regards,
      Daniel

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    Hello, the engineer came and funnily enough his name was Daniel as well, and had a check of the fibre wires inside the home and they were slightly dirty so he has cleaned them and gave me his number just in case the issues I was having persist, upon checking over the last day the issues with jitter varying have seemed to have gone, but the speeds are still fluctuating slightly and are still having the issues with my ps5 and YouTube, the engineer recommend that if issues persist the drop pole or drop wire, I can't remember what he said would have to be cleaned as well, anyways I setup a bqm again and the results are a little bit better I think but not by much as there seems to be packet loss and latency variations on the connection so I don't know what else I can do but give the engineer a ring in the week, unless I can get help from here, the bqm will be partial as I only set up a couple of hours ago.

     

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 months ago

      Morning J1822,

      Glad to hear the arrived, how are things since your post on Friday?

      I've had a look at things from our side and everything looks fine.

      Do you have a link to your BQM?

      Alex_Rm

      • J1822's avatar
        J1822
        Settling in
        2 months ago

        I couldn't figure out how to share the link via phone so have sent screenshots instead as you can see in the other posts, previous post also mentions the visit, more sam knows tests have been posted below in a separate reply.

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    Here is another bqm when the internet is not being used:

     

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 months ago

      VM still going to say its normal, they know there tests don't lie!

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      That looks like the automated Samknows hourly tests.  There are other threads here complaining of this on the FTTP network.  

  • J1822's avatar
    J1822
    Settling in
    2 months ago

    Here are a few more speed tests from yesterday and today:

     

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 months ago

      Hi J1822.

      Thanks for coming back to us. When running a test it did say a known issue was fixed in the last 48 hours. 

      Is everything fixed now for you?

      If not, please pop back and we'll run further checks. Best,

      • legacy1's avatar
        legacy1
        Alessandro Volta
        2 months ago

        You really don't know the problem do you...