VM 1GIG TPLink Router - Broadband goes down daily

Your BQM has been blocked - presumably because you left your ip address on it.  Blank it out or click the "share live link" button and it should get stripped out.

All your up qam's are at 32 - ought to be at 64 - so that might be an issue.

As jbrennand says, there is an issue with the Upstream, in that they should all be QAM 64.  As for the packet loss, yes there should be none.  You will need VM to check your connection and fix these issues.  If you wait here a couple of days a VM Mod should pick this up and discuss with you directly.

thanks jbrennand and adduxi, here's the BQM again - the dropped packets are minimal but present, and you can also see an outage / downtime around 12.30pm.

Yes, your average latency is not great either IMHO.  The dropped packets are also an issue, whether or not they are small, they are still being dropped.  Check all the connections from the Hub to the outside Omnibox and make sure they are not loose, as this can cause noise ingress to the circuit.

Run the FULL tests on this website and post the results, using a wired connection directly to the Hub.

www.samknows.com/realspeed

I've run the full tests, see below. I also checked all connections and at one point the upstream QAM dropped to 16.

I've been on 1gig for a few months now and have never hit the advertised 50mbps upload speed so that could be part of the issue.

I also rebooted the HUB but no luck, still getting dropped packets.

Thanks @carl_pearce, I average around 40mbps for upload so definitely something not right there!

My hub info:

Hub 5 device information

The information below shows current status of this Hub 5.

Standard specification compliant:DOCSIS 3.1

Hardware version:1.2

Software version:LG-RDK_6.9.35-2302.6

Cable MAC address:aaaaaaaaaaaaaa

Cable modem serial number:aaaaaaaaaaaaaa

System up time:1day(s)12h:1m:53s

Network access:Allowed

 

Here's the latest and live BQM:

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4910f5fe36c2966ef2ed6a0770ed633af89e5067

 

@lee_r what are the next steps to get this resolved?

My broadband has had these issues since installation, I just assumed it was 'normal' to have down time now and then so much so i actually had to purchase a three 4g Modem broadband router to use as a failover ISP. So this is costing me more then it should. There are definitely issues when using video calls and having my camera on or presenting on different software (zoom, meets, teams)

Could the Virgin Media Team please contact me to resolve the issue?

also, I don't realy understand how this is possible - I have a lower speed at the hub then i do on my lan for upload? 🙃

Hi savvy111 thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes.

Regards

Lee

hey all, thanks for your help so far on this one.
we've had a technician out this morning, lovely guy - but since his repair things have actuallu got worse, with slower speeds and more frequent downtime. The red bars are when Router was offline for repairs in the BQM below.
he did also say to me for the the 1gig package VM only guarantee up to 550mbps....

FYI the repair inlcuded 2 what i believe are in line attenuators just before the HUB (1 is screwed onto the coax cable port on the hub, and the other 1 is off the white wall plate)

I also mentioned to him that as per this site, some feedback was that the upstream QAM should be 64 but he said 32 is normal. it currently stands at:

3.0 Upstream channels

3.0 Upstream channels