Forum Discussion

gittingr's avatar
gittingr
Joining in
6 months ago

Why so many dropped packets

I've had recent issues with my broadband and it disappears for a min or so, or the wifi or Wired devices cant connect. Some times the router cant be found by the app!

So working in networking I started to look into the connection and found that the next hop from my router ( leed-bng-1-sub.network.virginmedia.net) is dropping lots of packets. The drops range between 20 and 50%. If this is common it will seriously impact the connectivity.

The issue is how do you report this, the help support is unhelpful even when you get past the robot chat. This makes my previous dealing with TalkTalk look brilliant and they for years were voted the worst support in the UK.

 

5 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    Setup a BQM to monitor and record the incoming circuit, it seems this is the one VM take most notice of.  www.thinkbroadband.com/ping

    It will take a couple of days for the VM Mods to pick this up and discuss with you.  As for the Connect app, personally I wouldn't bother with it.  You can do all you need in the Hub's admin console.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    6 months ago

    Hey gittingr, thank you for reaching out and I am so sorry to hear you are having some connection issues.

    I have taken a look and I can see you've spoke to the team since this, did they manage to help?

    • gittingr's avatar
      gittingr
      Joining in
      6 months ago

      Hi, Luckily the 2nd time I lost all connectivity I got through to a guy who listened and went through what he was doing and his work looks to have mainly sorted the issue. I do still have occasional issues but only for short periods ( 30Sec or so). So not sorted but a lot better. Strange it was fine for nearly the first year.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        6 months ago

        Hi gittingr, 

        Thanks for coming back and updating us. We're happy to hear things are in a much better place now and the team were able to help. 

        If you have any further issues, pop back and let us know.

        Thanks, 

  • aral's avatar
    aral
    Settling in
    2 months ago

    I’m seeing exactly the same thing (using Ping Plotter also to see what’s happening). When the packet loss starts the Internet is nigh on unusable and it’s making it impossible to work from home.

    Had an engineer come in and they couldn’t figure out what was causing it. They said they’d put our connection on a watch list of some sort for a week to figure it out. It’s been much longer than that; no updates.

    At this point, I’m on the verge of calling up to see how to cancel and move to Eir as they just started providing proper fibre in our area.

    (Can you possibly share what they recommend that worked. I have a nagging suspicion that the router might be to blame as – causation or correlation, I don’t know yet – Apple’s home hub also starts having trouble connecting to our various “smart” things at around the same time. Would appreciate any help as I’m at the end of my tether.)