I am hoping you can help. I work as a fulltime streamer.
It seems as of October 1st my upload speed from 6pm appears to be capped? It drops consistently after this time.Every ~10 seconds or so it drops 3000kb/s which you can imagine does not make for a pleasant viewing experience.
As a result of this I am currently unable to even begin my work day. I stream from 6:30pm until around 3am six days per week. I have attempted to contact Virgin several times by telephone but am yet to speak to a human-being.
I am connected by ethernet, the router is actually located in my office, I have attempted many restarts of the router and even a factory reset or 3.. I have even ensured no one else is using the internet in the house, including mobile phones. I have checked my streaming software with great detail to ensure no settings are astray.
Any suggestions to fix this will be greatly appreciated.
Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).
Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?
Guys.. I streamed again last night, persistent upload drops all night long. It's honestly unbearable at this point. I amended my whole sleep schedule to stream during the day as drops don't happen in the daytime but last night I HAD to stream at my normal hours (6pm-2am) because most of my viewerbase is from the US.
If it is how you earn your living, you might want to look at swapping to VM Business connection, as it is generally believed that has better provisions for fault fixing. A further thought is (depending on how much is at stake) is that anybody dependent upon an internet connection should pay the £30 or so a month for a 38 Mbps Openreach ISP package as a backup. You might even find that the Openreach connection is more robust, and more than fast enough for your streaming needs.
I had a look at the hub status data you posted, and I concur with @Anonymous that there's nothing obviously wrong. What did strike me about your BQM was that it looks somewhat like evening "over-utilisation" where the local VM network is marginally running out of capacity, and that causes slowdowns and disconnects. That's only a guess on my part, but if that's correct, then (a) VM may not recognise it as a fault because it's evening only and looks (by their standards) marginal, and (b) it normally takes a VERY long time for VM to fix these types of issue. So an Openreach line may still be the answer.
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I understand. I've already contacted VM Business regarding this. I looked into some other lines too.
I'm just astounded at how difficult it is to request an engineer visit, as a paying customer for over 2 years now I'm pretty sure I've never had an engineer visit prior other than for the installation. If a customer has a problem, why is it so hard to even request someone to even consider looking at a possible resolution.
After 1 hour 30 on the phone earlier and having to get my partner to speak to the gentleman on the phone (as he was so rude and talking over me) we finally have an engineers visit planned for tomorrow... Wish me luck!