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FixYourService
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Broadband Continous Disconnects

Hi,

I'm continously having issues with internet droping out. It's not just WiFi - whole HUB3 has tendencies to reset itself multiple times before it stabilizes for maybe couple minutes before the cycle repeats... I'm having 350mb/s package, only 2 people using internet, 5 devices in total + I use TP-Link AC1200 as an actual router to ensure that VM Hub is not choking on trafficking data.

Devices:
Xbox + PC = Ethernet CAT6 (QoS priority turned ON for both)
2 Phones + Tablet = WiFi

Not only that, there are UNSPEAKABLE issues with stability of connection; my lag spikes, jitter and latency are skyrocketing on regular basis since February 2022 when VM decided to "improve quality of service in the area". Since then only occassionally it's quite stable where jitter stays at 2/3ms for maybe an hour or two. For comparison, BT in my office that uses 30 devices, on WIFI has 0.2ms jitter, stable below 4-8ms to London VULTRE.net servers...

I took couple screenshots with data from tests I made across couple weeks when internet goes bonkers... It's almost daily case, there is not a single day without internet not crashing out...
5e12cb18bf91683a62b012e226c26a74.png574476a5fc5cfe39fa8771b71fbb9a1e.pngb372c13f22188305b1de43494bf00ec1.pngcef2af33db0ae3548ae5740ccc1f3482.pnged952a2941a2f4d12331408e160018da.pngeee16f4efecc30d90e40f95d24401829.pngf4e5193e119a9ad5a9f8fcfaedf24308.pngf7fec45ca6f28eaf36d9eafe94ba6efa.png

I can't even tell when last time I had a weekend where I didn't had to get frustreted by how awful VM service is. I can't even find right words to describe how terrible this service is without being overwhelmingly vulgar. Before I even signed I was ensured 3 times by the representatives that my area has no network congestion, that lag spikes and latency are at minimum and there are no complains from this area. Well, that was a solid lie.

I also opened case, managed to book engineer that meant to come today only to be notified via message that my appointment is on hold as they check the issue in the area and there's nothing I can do about it right now.

My experience as of now: Unspeakable. Dissapointed. Disgusted.

3 times I had to live with VM (only first time it was up to me to decide), and every single time, time after time, I am straight up dissapointed. This time specifically as it's the least number of people sitting on hub, highest speed, and service is the sh*****t it ever been.

My hopes are low to have a permanent fix for this but I don't want to give up easily so here I am, reaching out to anyone who had similar problems and found solution or at least minimized these kind of problems.

Thanks in advance for helping out.

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legacy1
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Re: Broadband Continous Disconnects

No one said that cable is best for latency...as we wait for images to be checked.

How about setting up a BQM and what the model of that TP-Link?
https://www.thinkbroadband.com/broadband/monitoring/quality

you can check for Bufferbloat and post what you get setup your router QoS/BWM when your latency shows fine so that you know its VM causing the rest
https://www.waveform.com/tools/bufferbloat
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FixYourService
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Re: Broadband Continous Disconnects

Hi,

Thanks for dropping message!

I am aware that latency doesn't fuly rely on ethernet cable, but it helped me normalize things a bit so I though it's worth mentioning.

This my BQM since I set it up yesterday:

15/05/2022:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2e659a9263846adc7bc40bc0ef8b36c530...


16/05/2022:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/eb0b7528276085a1206baa637a3aa945f8...


Live Graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3eda48120c9844a4fc28921604f83b426...


Surprisingly this sunday was somewhat decent, internet didn't crash but there were some spikes with packet loss and latency while playing FIFA and that can be felt instantly. When packets are dropped and latency kicks in, games goes utterly sluggish, respective icons are showing up and in most cases right after the game or even in mid-game my whole internet crashes by itself.

As for BQM, what surprises me the most is the period between 12am-6PM today where no one was in the house to even use internet. I checked for connected devices and nothing was plugged in during the day and it still had lag spikes and even severe packet loss...

Regarding Bufferbloat, here are results from yesterday midday and today:

15/05/2022:
https://www.waveform.com/tools/bufferbloat?test-id=46c936f5-fdf1-4a59-b352-8afae4a172a3

16/05/2022:
https://www.waveform.com/tools/bufferbloat?test-id=46c936f5-fdf1-4a59-b352-8afae4a172a3

The router I'm using is TP-Link AC1200 Archer C6 V3:
https://www.tp-link.com/uk/home-networking/wifi-router/archer-c6/

Hope that give some light on the case.

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newapollo
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Re: Broadband Continous Disconnects

Hi @FixYourService 

The system has rejected yuor BQM's as they contain your ip address.  You either need to edit out the ip addresses or post a live link.

Instructions for a live link

On Think Broadband go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share 

On the next screen click on Share Live Graph

Copy the text in the Direct Link box (beware there may be more text than you can see so make sure you highlight it all)

On here when creating your post click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

Dave

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FixYourService
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Re: Broadband Continous Disconnects

Hi Dave,

Thanks for clarification. It should be alright now.

Just in case here's a link to live BQM again:

Live BQM

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