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bastila07
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New 1GBPS connection on Home Hub4 and having packet loss.

Hi All,

I've recently upgraded from my 350mb Virgin connection to the 1GBps connection and obviously using the home hub 4.0.

Since the change I've noticed latency and lag spikes occuring all the time, I've noticed anything from 5% packet loss to 15% packet loss when running continous pings to Google (8.8.8.8) and cloudflare DNS 1.1.1.1.

The main reason for looking into this is its effected my gaming in Apex Legends and Dota 2, I've been noticing latency and delay at times when I'm experiencing packet loss, the only change to my home network is the going from the home hub 3.0 to the 4.0 and the gig connection.

My gaming pc is hard wired in and running at 1GBPS. I only notice this instability when gaming.

I've verfied everything and I've even disconnected all other devices and no luck with the packet loss.

Is this occuring for others as well? Let me know if you need additional troubleshooting or evidence for this.

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bastila07
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Re: New 1GBPS connection on Home Hub4 and having packet loss.

Just created a BDM link although I believe it will take a couple hours to monitor this.

Broadband Quality Monitor | thinkbroadband

Example of a 1000 ping result to Google is below: 12 percent packet loss, nothing downloading or gaming, basically idle.

bastila07_0-1608139220614.png

 

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bastila07
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Re: New 1GBPS connection on Home Hub4 and having packet loss.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7530663da0fd3c2977d1ac85e33f19254b...

So yeah lots of packet loss even in completely low peak times, from my testing seperate from BDM, its goes from 5-20% throughout the day.

Anybody on here to suggest anything?

bastila07_0-1608196042114.png

 

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bastila07
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Re: New 1GBPS connection on Home Hub4 and having packet loss.

Had to re-upload this image as i forgot to block out some of my IP

 

bastila07_0-1608201626853.png

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jpeg1
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Re: New 1GBPS connection on Home Hub4 and having packet loss.

That is dreadful - completely unacceptable. You need an engineer visit to check it out.

In the meantime, have a check that your indoor coax connections are secure because that could just possibly cause dropouts like this.

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bastila07
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Re: New 1GBPS connection on Home Hub4 and having packet loss.

After waiting 2.5 hours on a call, finally got through to the SMS support Team, Engineer booked for Tuesday 22nd December, they will bring a replacement hub 4 so hopefully this gets resolved, if not i will be going back to the M350!

Now no online gaming or work video calls this week as its a horrible experience.

I've checked the coax connections are secure in the router and the wall connection. All seems good and as stated before, my M350 had none of these issues.
The 1gig was installed 1 week ago.

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