Forum Discussion

gervinho's avatar
gervinho
Tuning in
23 days ago

Intermittent broadband

Hi,

I have been a VM broadband customer for many years. I am on the M350 broadband package.

Over the past week I have had frequent internet dropouts spanning multiple days. Annoyingly this is happening intermittently which makes it harder to debug. There are no known broadband issues in my area.

My internet can be working fine for a good few hours but suddenly I will have no internet bandwidth on my devices and I am unable to access any web pages. When this happens the connection drops for varying periods of time ranging from a few mins to sometimes as long as an hour. When I have no internet connection there doesn't appear to be any change in the status lights on the superhub.

I have the superhub 5 which I upgraded to over 4 months ago and it's been working absolutely fine until last week. The superhub is running in router mode. I connect from multiple devices over wifi and there is no difference which device im using, the problem occurs on all of them.

I have tried restarting the superhub many many times. Sometimes the internet comes back when the hub reboots but often it doesn't. 

When the internet is working I get very fast speeds:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I setup a Think Broadband broadband quality monitor a few days ago. Below you can see some graphs over the past few days...

Friday had no dropped packets:

Saturday had some:

This morning / overnight has been terrible:


I would appreciate some help to try and understand what's going on here as it's been extremely disruptive especially when im working from home.

Thanks in advance

Broadband
Connection
dropout
intermittant

8 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    23 days ago

    If you have not rebooted the hub and try not too if you can look in the hub loggin for T# times outs if any have happened in upstream.

    • gervinho's avatar
      gervinho
      Tuning in
      22 days ago

      I don't think I've restarted the router since Friday. Are these the timeouts you were referring to?

       

      • legacy1's avatar
        legacy1
        Alessandro Volta
        22 days ago

        Odd how there are not more timeouts...

        You can check the uptime in admin > info

        Likely not a DoS as I would expect a spike in latency but then being in router mode its hard to tell only modem mode with a PC can you really tell with Wireshark being idle with BQM if VM network is the problem.

        It could be a inbound ping flood that the hub in router mode rate limits if you can run these tests when packet loss happens that would help

        Packet Loss Test – Test Your Connection Quality

        https://devicetests.com/packet-loss-test

  • Frigan's avatar
    Frigan
    Tuning in
    23 days ago

    I've had the exact same issue (at the same times as well), noone at VM cares. It's been months, I've tried all avenues to communicate (Phone,Webchat,Whatsapp,Complaints,Engineer Visits (6!) ) and nothing gets done.
    Noone escalates anything to anyone who could take any action and it'll just come and go forever from what I can see. This is 'totally normal' and 'a factor of the internet' according to VM.