Spikes and packet loss - wired connection

[Theneils]

Hello

My son is complaining about packet loss and spikes. We have a new router and a new ethernet cable, but he still has the issues. He has ASD and this is causing major issues in the house - any suggestions would be greatly appreciated (I do not understand any of this - so please use simple speak).

Thank you

Kind Regards

Georgina Neil

[legacy1]

setup a BQM
https://www.thinkbroadband.com/broadband/monitoring/quality

[Hayley_S]

Hello @Theneils,

Welcome back, thanks for posting.

I am sorry for the issues with your son's wired connection.

Does he have a forums account? So we can check his account? (Please do not post the information of his account)

Many thanks,

[Theneils]

He doesn't have a forum account. only I do.

[Adduxi]

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@Theneils wrote:

He doesn't have a forum account. only I do.

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So you are the account holder for the VM Broadband?  I think that's what   @Hayley_S   was asking.

[Theneils]

Yes, I am the account holder

[David_Bn]

Thanks for confirming @Theneils, have you possibly been able to set up a BQM - as per the advise offered by @legacy1?

Can you possibly confirm if you've been able to check the local area for any faults, via either virg.in/service or 0800 561 0061

Kindest regards,

David_Bn

[Theneils]

Hello

Sorry for the delay - I have been away. Here is one of the results from the BQM. Some days there are a lot more of the red bits! - I will ask my son to send me one of those. Also, our router is extremely hot!

[Theneils]

This is today

[Ilyas_Y]

Hey there @Theneils, thanks for reaching out to us.

I'm sorry to hear about the spikes on the broadband connection occur, I can understand your frustration.
I will send you a private message to further investigate the matter and action out a resolution - watch out for the purple envelope 🙂

Kind regards.