For the past three nights my connection has been incredibly unstable. Whenever I try to play anything, talk on Discord or watch anything etc. I just start getting anywhere between 30-60% packet loss, which then obviously drops back down when the connection isn't under load.
Nothing's changed on my setup. Just a direct connection to the VM hub. I've tried the usual rebooting it etc. There are no issues being reported on the service status page and running the VM tests doesn't detect an issue. Doesn't seem to make any sense.
Is anyone from the forum team able to take a look at my connection for any potential issues please? This is incredibly frustrating. A singe night of issues I could understand, but to have this ongoing for 4 days now is infuriating.
If the forum team haven't got to your message by the time you read this, could you post the Upstream, Downstream and Network logs tabs from Advanced settings>Tools>Network Status when you've logged in to your hub?
Most (but not all) connection problems are fixable, and they seem to be more easily fixed when the customer knows a little bit about what needs fixing.
SNR looks fine, and power levels are (nominally) within the expected range, but the BQM shows an awful connection, and streaming and gaming will be impossible, general web browsing erratic and slow.
Your downstream is showing too many errors on all channels, the range of power levels of 0.9-6.6 is unusually wide, and your upstream channels are dropping back to 16 QAM, which whilst nominally permissible is not the norm and probably further evidence of the problem. Hang on until the forum staff pick this up, it'll need a field technician to visit and sort it out, assuming there's no upstream problem in your area that's already scheduled for a fix.
You could phone the support line rather than waiting on the forum staff, but I'd recommend not wasting your time - the offshore staff are unlikely to even understand what you're talking about, and will probably tell you there's no problem.
Yeah, I've not had a great experience with the phone support in the past, so figured I'd try here instead! Thanks for looking over this, here's hoping someone sees it soon as it's so frustrating 😞
Just seen the response from the forum team. Crazy that it's going to take that long, but at least it's being looked at I guess! Thanks for the heads up, guess I'll just have to find something else to do for another week ha!