Significant latency and connection problems

Your upstream/downstream stats and Network Log from the Hub's user interface would be helpful in helping to diagnose the problem.  The BQM is unusual (compared with others) in that the greatesy latency appears on the downstream (the yellow bit) yet the packet loss often means an upstream problem.  If both are suffering, it may be nothing more than a loose coax cable.

Also do please provide a postcode and if you have an opportunity to check with neighbours, are they experiencing problems?

Thanks.  There's a clue in the stats.  The downstream power& SNR are in spec but low.  The upstream power is fine (albeit low - but that power level is commanded from the VM end).  I suspect the following:

1.  Your house is situated near to the street cabinet serving your broadband;

2.  There is an attenuator attached to the rear of your Hub 3.  This might now be a noise source.

If you do have an attenuator, please remove it and tighten everything up again.  Then post your stats again.  I would like to see the downstream SNR rise to around 39/40 and the power level rising to present + whatever the attenuator says as a number.

PLEASE NOTE:  There is a 2nd page of downstream stats showing the number of uncorrected errors (as in lost packets).  We should see the before/after data.

Keep us posted.  If this solves it, no need for the round-the-houses you might suffer if the VM bods say everything is in spec!

So the 2nd page of Downstream stats for completeness:

There is a device on the rear of the hub, although it's a Wideband Equaliser rather than attenuator. A quick google tells me that the two effectively have opposite functions, so I'm hesitant to remove it for now. 

Happy to remove it and see what happens, if you also think a Equaliser could be a source of noise opposed to an attenuator? 

Edited: Replaced Image of downstream stats with table 

You can safely remove the equaliser.  It's a passive device but it could break down internally.  The worst that can happen when you connect it all back up is that your power levels go out of spec - that will affect performance and damage nothing.

Your stats haven't been approved by the mods so I can't see them.  Are there any uncorrectable errors?

I can see them now.  It's exactly as I suspected.  The downstream is in serious trouble.  Those numbers are lost packets.  I hope that removing the equaliser removes the problem.  If not, we'll talk about that.

Will give it a try and report back shortly!

Apologies! I'll add it as a table instead:

The Post RS Errors look to be v high.

Equaliser removed (And hub restarted) and I'm afraid there doesn't appear to be ay improvement. 

Here's the "after" of the downstream stats:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

Downstream bonded channels

That was in any case worth doing assuming that the upstream power levels are still in spec.  

Are you able to ask any neighbours if they are having problems?  This leaves a number of possibilities that the Forum Team will have to pick up on:

1.  Your Hub 3 is going rogue.  An attending technician will deal with that anyway.

2.  There is a problem at you street cabinet - in which case neighbours will have the same issue.

3.  Least likely, but possible, is a physical problem with the cable from street cabinet, to your drop point and to your external house box.

4.  The visiting technician could look at your external wall box and replace the splitter or add a terminator to any unused ports.  Indeed, if you have a splitter in your house, a worthwhile longshot would be to decouple the splitter and put the incoming cable straight into the Hub 3.

Otherwise, we've done everything by way of self-help and you'll be in VM's hands.  If they quickly arrange a technician visit, it'll get sorted - though all this will take a few days end-to-end.

Keep us posted.  

I have arranged a Technician visit as a last resort. I was hoping to get to the bottom of it with your help, alas I think it's out of our hands now.

Will try to find some other neighbours with VM and report back if/when a Technician fixes the issue.

Thanks v much again for your support @Sephiroth! 

Update: TLDR - Issue remains even after technician visit.

Technician Visited today and performed a few things to hopefully resolve the issue:

• Cleaned the Fibre
• Changed Fibre splitter
• Replaced the Hub 3 with a new one 
• Installed attenuator at rear of the hub

Unfortunately none of this has had any positive impact.

I'm unsure what to do next. Quietly hopeful someone from VM can jump in here and save the day!