Packet loss still continuing since Hub 4

[bucklez]

Hey, 

Need help from staff if possible - This issue has been going on since going to Hub 4 (Gig1) but sometimes it goes away - I never had one issue with the Hub 3 on 350

Rebooting the hub can resolve the issue for a few days but it always comes back. My son is having a real hard time trying to game on his Xbox - it's unplayable right now - Videos are freezing too when watching live.

BQMs...

Today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3cbdbea2dc3c9517afb6d849185c1c9584... 

Yesterday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f771f249e0c88b3662cca2f46323140314...

Tuesday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/169415c714d8c3ae6d771af19257a2fc4b... 

[Steven_L]

Thanks for your update @bucklez and please let us know how it goes over the next few days.

Regards,

Steven_L

[bucklez]

Well seems to be resolved, ain't had any problems since the new router. Thanks again

[Corey_C]

Thanks for your reply and update, glad to hear it's been resolved. 

[bucklez]

Bad news, this started again today, I'm really stumped now as ive had multiple engineers and a new hub?

i restarted the hub when i noticed it was happening again and it's fine again for now

https://www.thinkbroadband.com/broadband/monitoring/quality/share/464b84a9ef75caf7d158e8bb8db61aaf0a...

[John_GS]

Hi bucklez

Thanks for coming back to us. I am sorry to hear it's not sorted. I've had a check on the system today and there are a few of the downstream levels out of spec.

I'll send a PM now to get the address details.

Best,

[Paul_DN]

Hi Arthur,

There are some level issues showing which may be down to a internal/ external cable as you advised the Router has been changed, I have arranged another technician for tomorrow between 12 pm and 4 pm, if we aren't able to resolve this for you then we will let you leave with no termination fees.

Regards

Paul.

[bucklez]

Hi,

Sorry only seeing this and the time doesn't suit.

 Also will the engineer come out knowing what to do? as everytime I am asked the issue and feel like i'm making it up as he tests the line and says it fine.

[Travis_M]

Hi @bucklez

The engineer should indeed know what to do.

Regards

[bucklez]

Can we rebook for Thursday PM ?

[Travis_M]

This has been rebooked for 12-4 on Thursday @bucklez as this was the only Thursday slot available. You can reschedule via your online account if needs be.

Regards