I finally got through to customer support via live chat but they wasn't much help, they advised there seams to be no issues from there testing, so are blaming my equipment, which i doubt very much as this only started happening since i upgraded my service from M500 to Gig1, other than changing from a hub3 to a hub5 the equipment Im using is all exactly the same and I never had any issues before upgrading, i reset the modem plus setup a BQM for the past 24 hours, and it is showing I'm getting consistent packet loss, one major spike and consistently small spikes 0-5% throughout the day and the latency also seams a bit unstable too, iv arranged an engineer to attend next week, but was told if the issue is not related to there equipment i would be charged, after doing more research on this forum, and looking at my hub 5 network stats, the power levels on both the downstream and upstream seam within rage, downstream average's around 3.5 and upstream average's at 43, and since the reset, there are zero Post RS errors or timeouts, it is frustrating to say the least
Hi, i have placed the Hub 5 back into router mode for you to monitor, thank you for your assistance, the engineer came yesterday with no tools or equipment on him, he stared at the hub for a minute scratching his head, he then unplugged it and said, the hub has a virus, so i will replace it, he went to his van brought back another hub in a bag, he plugged it in then proceeded to sit in his van texing on his phone, blasting out some drum & bass music, for a further 10 mins, he then returned, contacted his phone to the wifi, did a samknows real speed test and told me it was all fixed, when i asked him if the lines were checked and ok, he said yes there all fine, my connection is still as bad if not worse than before please see the picture of my BQM below of the last 24 hours, im still experiencing packet loss and execessive latency, some of my devices are now dropping from the network, i am having to reconnect them, i ran the new hub for about 4 hours before i placed my own third party equipment back into the hub and turned it back into modem mode yesterday but the packed loss and latency issues were still present before and after, please monitor my network and advise on what i can do next, i have made a full complaint about the conduct of the engineer that visited, he never did any sort of checks or testing and never went to the green box outside for testing as was stated on the email i received after his visit, please investigate further many thanks
