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DeltaVee595's avatar
DeltaVee595
Tuning in
2 years ago

Unstable broadband connection

I have had years of totally reliable connection with Virgin Media until about 3-4 weeks ago. Since then I have been experiencing 'reliably unreliable' connection, with reduced bandwidth and dropouts tending to occur morning and evening. 

A VM engineer visited (excellent service!), replaced my old hub with a nice new Hub5, but this has not made any difference. 

BQM shows latency spikes matching the periods of dropped connection (see attached files). Ookla indicates my bandwidth is going from 368Mbps/ 18ms ping /30ms jitter to 6Mbps / 160ms ping /1184ms jitter in the space of a few mins. 

I've tried a factory reset on the hub, tried the hub in modem mode and confirmed that the problem persists across ethernet and WiFi. I mostly use ethernet so this is not a WiFI problem. 

I would welcome any assistance or advice about resolving this. 

 

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  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    Doesn't look good - the downstream post-RS errors.  The Forum Team will get to this thread in a day or so and I hope they'll agree that this needs sorting.  Do please make sure that your coax cable is tightly screwed in at both ends (long shot because the tech has been but you never know).

    Also it would really help if you could see whether or not a neighbour has the same issue,

    Keep us posted.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    The purpose of booking a tech (they are not engineers) would be for them to pre-assess what's going on and then referring the matter to Networks.

    The tech has the necessary gizmo to detect noise.  Your challenge will be that the tech catches the right moment(s).

     

  • DeltaVee595's avatar
    DeltaVee595
    Tuning in
    2 years ago

    A very helpful Virgin Media Engineer visited today and found issues with excessive upstream levels and some issues with cable connectors between our house and the cab. 

    Hopefully, this is fully resolved now.

    Thanks @sephiroth @jbrennand @fizz for your help.