Very unstable ping and download speed

[Andrew07]

Hi,

We recently switched to the 500mbps broadband and installed the HUB 3.0. Despite download and upload speeds reaching around 390-430 mbps and 30-40 mbps respectively, they are not stable at all. At times, the download speed can stick around 100-150mbps for prolonged periods of time. However, even when reaching the target speed, ping is extremely unstable coupled with packet loss which makes the gaming experience unbearable. We've had a technician change the first HUB we received because it would not work at all but it has not changed anything with regards to the performance of the network. Is there anything that can be done?

[Chris_W1]

Hi Andrew07, thanks for the message and sorry to hear that you are having issues with the connection. Can you confirm if these issues are still present?. Can you please confirm if you are testing over wireless and wired connections and if this is on Wireless.. Can you do a test here with the Ethernet connection and let us know if anything changes? - Chris.

[Andrew07]

Hello Chris,

I am testing over wired connections ( both laptop and console) and the results always vary. As I mentioned previously, even when target speeds are reached, the ping is still very unstable. Just recently, 100% packet loss was recorded for a big portion of the day. The issues are still present and have been since the installation day. Thank you very much for your response!

-Andreas

[Zach_R]

Hi @Andrew07,

Thank you for getting back to us on this and apologies for the delayed response. Do you still need our help?

If so, would you mind setting up and sharing a live BQM here with us? It'll allow us to have a more in-depth look of your connection.

Thanks,
 

[Andrew07]

Hello @Zach_R 

Apologies for the late response as well. Here's the link for the live BQM. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/277bb0c7986b9133178ecf24dbfe4e884899a9d6

[David_Bn]

Thanks for coming back to us @Andrew07,

Check out the purple envelope in the top right hand corner.

I'd like to locate your account and run diagnostics on the connection for you, and may request an engineer for you if this is required.

Kindest regards,

David_Bn