Hub5 constantly dropping

[BryMich]

As title really, I am seeing constant complete drops of internet access across both wired and wireless devices, these drops happen many times across the day and only last a few seconds at a time but are very frequent when they do happen.

Router status images attached showing state when there is access and when there isnt, we have an engineer booked but any help at this stage appreciated.

[carl_pearce]

HUB 5x I assume with it being FTTP. 

Not much can be done yourself if you have an intermittent issue (Could be a 'dirty' fibre cable).

[BryMich]

Everything has been fine since install, just started last few days.

Got an engineer booked for Wednesday , guess it's just a case of suck it up until then 😞

[Sabrina_B]

Hi @BryMich 👋.

Thanks for reaching out to us, and welcome to the Community Forums. Apologies for the issues you have had with your Hub 5x. Glad to hear you have an engineer booked, please keep us updated on this. 

Thanks

Sabrina

[BryMich]

So had the Hub replaced and wiring all checked on the 21st February, the following graphs are all showing regular latency spikes of 100ms roughly every hour

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f9e435f0e0eddc97c16b09c735c1263f5b8eac7d-21-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/6bad07f7d7e58dceb3335f257da53bd9d5b29cfe-22-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/b42464738889a14140ae83526d44bb7555ba2793-23-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8d7f6723300fb54a8eee09655f350293c0ae491-24-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/3e29ac6afe42f897afbd53e31fea545632a2c0f1-25-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/24d1181aeb5fb0bad14e6e30c497335cf635d3cd-26-02-2024]My Broadband Ping[/url]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f307f96413107edbab28e18e29a36b074240f688-27-02-2024]My Broadband Ping[/url]

These latency spikes are consistent every day, unsure of why or what is causing them??

Speedtest ran this morning 3/3/24

VM 1Gig package

Any advice or pointers appreciated

[Adduxi]

I believe those are tests being run by VM.  There is an older thread here somewhere about this topic.  Nothing you can do about this as I suspect it will stop eventually when the XGS-PON service is matured.

[Beth_G]

Hi BryMich

Thanks for your post. 

If you are an XGSPON customer, we're afraid that we won't be able to assist you further from here. We do have a specialised team who'll be able to assist if you give us a call on 0345 454 1111 - you'll automatically be put through to the ring-fenced team who can assist.

We hope you're able to get everything sorted.