Forum Discussion

phoenixvdp's avatar
phoenixvdp
Tuning in
7 months ago

Loss of connection every 45 minutes all devices and connection types

Not having any luck with phone support or engineer visits, the issue has been this bad since 24th September 2024.
I've tried setting up a quality monitor via thinkbroadband, that doesn't seem to be showing anything of use (just 100% loss at all times)

These are the most recent tracert piggy backing off my phone tethering, hopefully they might point to the cause?
I'm quite sad that the support or network teams have been unable to find the issue, I really don't want to have to switch to another provider after being a VM customer for 18 years (way back before it was VM in my area).

Tracert Results:

Tracing route to 86.21.128.121
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 172.20.10.1
2 * * * Request timed out.
3 * * * Request timed out.
4 53 ms 47 ms 54 ms 10.214.211.226
5 46 ms 34 ms 34 ms ae61.edge3.London1.Level3.net [212.187.192.253]
6 33 ms 40 ms 39 ms ae2.3215.edge7.lon1.neo.colt.net [171.75.8.71]
7 38 ms 43 ms 34 ms telw-ic-5-ae19-0.network.virginmedia.net [213.105.23.0]
8 * * * Request timed out.
9 * * * Request timed out.
10 102 ms 31 ms 33 ms aor.uk-lon03a-ri1.network.virginmedia.net [62.254.42.174]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 70 ms 32 ms * uk-lon01c-ri2-ae-4-0.aorta.net [84.116.135.50]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 68 ms * * uk-lon01c-ri2-ae-4-0.aorta.net [84.116.135.50]
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Tracing route to 86.21.128.121
over a maximum of 200 hops:

1 2 ms 4 ms 1 ms 172.20.10.1
2 * * * Request timed out.
3 * * * Request timed out.
4 65 ms 51 ms 38 ms 10.214.211.226
5 79 ms 39 ms 42 ms ae61.edge3.London1.Level3.net [212.187.192.253]
6 * * 84 ms ae2.3215.edge7.lon1.neo.colt.net [171.75.8.71]
7 76 ms 38 ms 38 ms telw-ic-5-ae19-0.network.virginmedia.net [213.105.23.0]
8 * * * Request timed out.
9 84 ms 45 ms 111 ms pete-core-2b-ae2-0.network.virginmedia.net [62.253.174.58]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.




25 Replies

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    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      7 months ago

      Hello Phoenixvdp

      Really sorry to hear of the connection issues and appreciate you raising this via the forums.

      We can see the Hub is currently in modem mode, so we can look into this further and get accurate readings can you put it back into router mode and let us know so we can check the connection and equipment?

      • phoenixvdp's avatar
        phoenixvdp
        Tuning in
        7 months ago

        Just put it back into router mode for you to do your checks.

  • phoenixvdp's avatar
    phoenixvdp
    Tuning in
    7 months ago

    Well, tech support have given up, engineers have given up, guess that leaves me with no choice but to find an alternative provider, real shame to end an 18 year run with the service like this. VM you need to do better to keep long-term customers to be honest..

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago

    My trace route.

    C:\>tracert 86.21.128.121

Tracing route to cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     8 ms    10 ms     9 ms  haye-core-2b-ae36-650.network.virginmedia.net [80.3.178.221]
  4     *        *        *     Request timed out.
  5    14 ms    14 ms    14 ms  pete-core-2a-ae2-0.network.virginmedia.net [62.253.174.54]
  6     *        *        *     Request timed out.
  7   206 ms   467 ms     *     cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
  8   634 ms     *        *     cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *      172 ms  cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]

Trace complete.
  • phoenixvdp's avatar
    phoenixvdp
    Tuning in
    7 months ago

    I've just switched it back to Router Mode so you can carry out your checks.

  • phoenixvdp's avatar
    phoenixvdp
    Tuning in
    7 months ago

    The updated IP for when the hub is in router mode is: backup.xtreme-server.com

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      7 months ago

      Hi phoenixvdp 👋.

      Thanks for reaching out to us, apologies for the issues that you are having with your service, we would need to run some diagnostics. We would need to bring you in for a private message to discuss this and resolve. 

       

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

       

      Thanks.

       

      Sabrina