Morning. Been with VM for a few weeks and had nothing but issues with the internet dropping out. Was given a HUB4, which was replaced by a HUB3 but the problems still exist. Both the hubs are poor at wifi and have my own orbi system. Speeds anything from 1mb to 650mb via ethernet but it's just not consistent nor reliable. Even though I've had this issue since the beginning they now won't let me leave unless I pay £200+ in termination charges.
I have a 3rd engineer coming tomorrow but looking at the Think Broadband BQM, which I have set up thanks to this forum a typical day looks like below. Is it over-utilization?
Your BQM has been rejected because it is from your logged in view and shows your IP address (that's why a "share" option on Thinkbroadband exists for), but previewing it, I can confirm that shows what looks like a noisy connection, and there's nothing to suggest an over-utilisation issue. Which is good news, because VM ought to be able to sort out a noise problem. A broadband noise issue is separate from a wifi problem. Wifi is just that last little bit of wireless to your devices, not the whole caboodle of cable network and internet connection, and poor range or wireless connection unreliability can exists completely separately from any broadband performance problems. Possibly that's led to difficult conversations between you and customer service staff, who are told that when a customer mentions wifi problems, they mean wireless.
A Netgear Orbi is a decent piece of kit and should have quashed any wifi range problems, but you have made sure that you're using the Orbi in access point mode if the hub is in router mode, or (and preferrably) the hub is in modem mode and the Orbi manages all wifi and wired connections? If both are in router mode they'll cause unpredictable behaviour, and sometimes that can also affect the BQM trace.
Some technicians understand what a BQM shows, many don't, and just do what the computer says. You could post the hub status data here and we can take a look. Connect to the hub log in page, but don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
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