Forum Discussion

Sid-Wiz's avatar
Sid-Wiz
On our wavelength
2 years ago
Solved

My Router has been busted for 2 days straight now

I thought it was my £300 ASUS Router messing me around. As I'm gaming or streaming via Ethernet or WiFi  it either says "stream is slow  change quality" or for gaming, it will hitch and Sutter and sometimes freeze for around 5 seconds. Basically I'm not able to stream or game without it stopping and chopping.

I've got Cat 5e and tried Cat 6 cables

 I even reset my Modem (Hub 3) back to factory and it still happened after 5 mins.

I tried rebooting but looks like it doesn't change anything. Last 2 days are painful for patience. I also signed upto BQM 

 Is it suppose to look like super Saiyan energy?

 

buffer
lag choppy
latency
stutter
WIFI
  • Sabrina_B's avatar
    Sabrina_B
    2 years ago

    Hi Sid-Wiz 
     

    Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for Hub issue – you can check and amend the date and time of your appointment via your online account.

     

    There will be no charge for this visit unless:

    •    The technician diagnoses the faults as not being caused by our network/equipment 

    •    The technician discovers that the fault or problem relates to your equipment

    •    The technician discovers that the fault or problem relates to any system that we are not responsible for
     

    The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
     

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Please keep us updated on how your appointment goes and if you need any further assistance.

     

    Thank you.

    Sabrina
     

17 Replies

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  • Sid-Wiz's avatar
    Sid-Wiz
    On our wavelength
    2 years ago

     

    Just an update of the whole days result. 4am seemed to be what Ideally I'd like to see.

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago

      Lets see all the data - do this....

      __________________________

      In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle of the Login page.
      Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Sid-Wiz 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your internet service. We can certainly assist you, 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

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Sid-Wiz 
       

      Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for Hub issue – you can check and amend the date and time of your appointment via your online account.

       

      There will be no charge for this visit unless:

      •    The technician diagnoses the faults as not being caused by our network/equipment 

      •    The technician discovers that the fault or problem relates to your equipment

      •    The technician discovers that the fault or problem relates to any system that we are not responsible for
       

      The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

      Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
       

      If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

      Please keep us updated on how your appointment goes and if you need any further assistance.

       

      Thank you.

      Sabrina
       

      • Sid-Wiz's avatar
        Sid-Wiz
        On our wavelength
        2 years ago

        Hey Sabrina, Unfortunately the problem has come back. It started around last weekend. And now this weekend has been especially bad. Do you think something has changed? 

         

        Many thanks

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Is the BQM reporting the response from the VM Hub in Router mode   ?

    Or is the BQM reporting the response from the ASUS Router with the VM Hub in Modem mode ?

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 years ago
      Client62 wrote:

      Is the BQM reporting the response from the VM Hub in Router mode   ?

      Or is the BQM reporting the response from the ASUS Router with the VM Hub in Modem mode ?

      Makes no difference really if we know ASUS Router is good with ping only VM like to change to routers mode in the hope the next day will be better to then blame ones router

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    According to the BQM the problem is indeed congestion - too many users active on the local VM network. When this might really be fixed is anyone's guess. 

    • Sid-Wiz's avatar
      Sid-Wiz
      On our wavelength
      2 years ago

      Is there anything to push for this to be fixed? It's unplayable when I hook up an online game.

      • Arissa_H's avatar
        Arissa_H
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Sid-Wiz 👋🏼.

        Thank you for posting and coming back to us on this thread 😊.

        Sorry to see you are still having issues with this whilst playing online games ☹.

        Let me investigate 🧐 and see what we can find. 

        In order for me to look into this, I will have to private message you. 

        Please watch out for the envelope ✉. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    It would help if you posted a live link to your BQM, to see if the brief pattern you posted above is continuing.

    But in reality there is nothing you can do apart from a formal complaint which will go nowhere.