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HuplesCat's avatar
HuplesCat
Joining in
27 days ago

Intermittent internet connectivity - FTTP Hub 5

I am writing to seek assistance with intermittent internet connectivity issues since recently switching to Virgin Media on a 2 Gb fiber plan.

While generally the performance meets the expected speed and latency on speed tests, I experience frequent delays of 5-10 seconds in loading web pages. Additionally, voice and video calls suffer from inconsistent quality and I often have to hot spot off my phone to resolve, I work from home and its very meeting heavy and 2 out of 5 meetings I have issues.

The issues persist on both wireless (even in close proximity to the Hub 5) and wired connections. I have also tried using my own wireless router with the Hub 5's Wi-Fi disabled, but the problem remains.

An engineer recently visited after a two-day service outage/issue (caused by a local area/exchange issue). During the visit everything appeared ok, but the engineer noted a kink in the external fiber installation but stated it was not causing any issues but could need replacing in the future.

I am wondering if this kink in the fiber could be responsible for the intermittent connectivity problems. Are there other potential causes or troubleshooting steps I should consider to identify the source of the issue?
Any assistance would be greatly appreciated, I've only been a customer for 20 days but considering terminating contract and going back to FTTC service from a different provider.

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connectivity issues
FTTP
Hub5

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    • HuplesCat's avatar
      HuplesCat
      Joining in
      26 days ago

      Thanks for the reply, engineer checked inside and out connectors, said he had cleaned the outside one as it was dirty and it had improved the test results considerably. 

      I do have BQM set-up and its not showing any issues since the "local area" issue. 

      Still lots of issues with performance today, its almost like a slow DNS lookup/failure, but once a site or meeting loads a second time everything seems to work and stay working. However I have tried changing DNS settings from VM to Google/OpenDNS servers and still get similar issues. Also have a work Cisco router for VPN that since moving to VM drops VPN connection every 30 seconds. We have 300+ of those being used in homeworkers and offices but appears to only be mine behaving like this since the ISP switch over.

      Interestingly I ran Virgin Media Serice status checker again last night and it came back stating an error and an enginer visit is required so thats booked in for tomorrow and they'll replaced the outside fibre that has a kink in it. Fingures crossed its just that.

      Is there anywhy to see the CRC error count in for the line in the Hub5 ?