Forum Discussion

KMA1's avatar
KMA1
On our wavelength
14 days ago

My Broadband constantly drops with terrible speeds and latency and page refusals and on and on...

My broadband is abysmal and has been for the last 7 weeks, trying to get a resolution is almost impossible!

I am not here to bash VM however after 25+ years  of being a customer with little to no issues, this is costing me money and seems like there is no help.

My Broadband constantly drops with terrible speeds and latency and page refusals and on and on...

I can fix it by using my phone as a hotspot and there are no more issues!!!

I have over 30 years within the IT network industry and have run various tests to prove this fact, however, the engineer turns up, replaces HUB3 to HUB4 still no joy…PLEASE HELP!

Short of looking at other providers, whether its online or a phone/AI robot call all I get is, there is no fault when tested and to reset the box, yet no one to send the info or talk to, which would be an easy fix within the exchange/comms room etc.

Thanks in advance!

  • Cardiffman282's avatar
    Cardiffman282
    14 days ago

    Please post all of your hub stats and begin a BQM to further monitor your connection. The link for the BQM is below. 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    14 days ago

    Please post all of your hub stats and begin a BQM to further monitor your connection. The link for the BQM is below. 

  • KMA1's avatar
    KMA1
    On our wavelength
    14 days ago

    Thanks for your reply, I shall run BQM you suggested.

    I am a Kali Linux user for my day to day and have run many different tests outside the box to prove where it drops, IP address, packet loss, latency etc all after my HUB4 first hop. 

    A simple constant ping to google.com all day with visuals all correspond to page freeze dropouts etc.

    If this forum allows I can post up the results?

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      14 days ago

      You can post the results but it’s the Hub stats and BQM we need to see as noted by Cardiffman282 .  VM will ask for the BQM as well. 

    • KMA1's avatar
      KMA1
      On our wavelength
      14 days ago

      Thanks I shall use the tool you suggested also.

      For background info. Speed service is 250mbs, I have been a BB user since conception with a company called Homechoice, speed then was 28k.

      For giggles look at some screen shots above???

  • Client62's avatar
    Client62
    Alessandro Volta
    14 days ago

    You can post trace route or similar output.

    Seeing a trace route reach a VM core node in a low number of hops and then failing to resolve any more host names or IP's has been seen when VM have had some kind of local routing issue.

    Usually this only affects customers in the same vicinity that route via the same core node(s),
    often the target nodes affected have been the development or production websites or
    virtual machines on a major cloud hosting provider.

  • KMA1's avatar
    KMA1
    On our wavelength
    14 days ago

    As with all the tools used to read what's happening, most times will show ok unless you have them running constant to view. the tools above are cool and new to me (you learn new tricks everyday) Thanks for those.

    Also to note; I am using a win7 box and win10 box a win11 box an arch linux box and android phones and iphones

    • KMA1's avatar
      KMA1
      On our wavelength
      14 days ago

      I know this looks good with no issues, however, trying to watch bbc as an example...

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      14 days ago

      The SamKnows is showing the 250 tier to your Hub.  This would suggest the problem is on the LAN side.  Either a bad cable, switch or some other faulty kit. 

      • KMA1's avatar
        KMA1
        On our wavelength
        14 days ago

        Thanks for your response, that's what i thought 5 days into my problem; which started the day after the first storm 6-7 weeks ago now.

        So, I used my IP tester to ensure all cables pins 1 - 8 all intact, replaced an 8 way 1gb switch (because I have spare brand new ones) and tested throughput throughout my setup running various lan speed tests packet loss etc internal LAN is spot on, for more info, speed has never been an issue, I can comfortably use less than 100mbs throughout my setup with full streaming HD and remote administrations for world wide global organisations, with constant zoom/teams meetings. (Have been for for 10 years) seamlessly, so I tend to notice issues quickly, when I log into secure servers i don't get a quick enough handshake for authorisation and its due to latency packet loss outside my house. To prove my network and cables etc, iset up my mobile as a hotspot, turned of the hub completely and ran it for 24hrs with 2 devices constantly streaming HD films and remote logins worldwide and all the same tests using Kali and it was perfect, thus proving by deduction its not internal, unless I am missing something? hence my frustration.... 

    • KMA1's avatar
      KMA1
      On our wavelength
      14 days ago

      The above is a pathping traceroute and packets tracer in one to google.com

    • asim18's avatar
      asim18
      Rising star
      14 days ago
      KMA1 wrote:

      One for you guys. MTR 

      You are getting 8% packet loss to 192.168.0.1 ??

      I also noticed you are getting up to 8ms latency to 192.168.0.1 ??

      I would replace 192.168.0.1 with a better 192.168.0.1 with 1gb ports.

      For comparison my 192.168.0.1 can survive a 1 million packet ping flood with only 2 piped pings and an average latency of 0.1ms and absolutely zero packet loss. 8ms latency and 8% packet loss is unheard of within a LAN.

      (PS never send a ping flood to a public address)

       

       

  • KMA1's avatar
    KMA1
    On our wavelength
    14 days ago

    Is there an actual tel. number to call and get a real person with knowledge to point all this out to?

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      14 days ago

      The telephone number is 0345 454 1111 / 150 but the level of knowledge available on it is open to question. 

  • KMA1's avatar
    KMA1
    On our wavelength
    14 days ago

    I do mean within virgin techs, you guys have been extremely helpful with just 2 comments.

    Cheers!

  • KMA1's avatar
    KMA1
    On our wavelength
    14 days ago

    Thanks all for your responses, much appreciated..

    I shall post up BQM results later after some time.

    I will be back!