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Kath_F
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Message 21 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi mizzy887, 

Thanks for your patience on this one whilst I waited to hear back from the team. 

They have advised that someone is going to come out today to have another look at things for you. Are you available today for a visit? 

Thanks, 

Kath_F
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mizzy887
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Message 22 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi, yes I am free today. The latency is at its worst after 5-6 pm so It might be best they come around at those times.

 

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hortherky
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Message 23 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

I’m having the exact same issues as @mizzy887 and my BQM graph looks very similar. Interested to see if the engineer is able to do anything about the issues. As you said, it’s been going on for months for me as well and is unbearable at times. 

E3883EEF-895E-481A-A9E1-4BADE25DFC2F.jpeg

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8653454bed9800f1f15e05821c023c7170492eaa

 
I was thinking of getting a 3rd party router set up and using the VM hub as a modem only as I’ve seen it mentioned on these forums that the VM hub is very unreliable and causes a lot of issues. Not sure if you’ve tried that yet but that was going to be my next step. 

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Beth_G
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Message 24 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi mizzy887,

Thanks for letting us know, apologies  for the delayed response.

I can see that something we call a 'bench strength'  was done for you on Monday. This is where we basically just strengthen the signal to the property. How've things been since posting? Did the engineer still call round?

Thanks

Beth
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mizzy887
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Message 25 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi, the senior engineer came round and installed the super hub 5 on Monday. Unfortunately this has not solved the issue as I am still getting high ping/latency which can be seen on todays BQM. On the forums you guys are telling me this is not congestion so then what is this and how can this be fixed. Everyday I have to battle with this issue.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b784c67d39b0a25c967ee630491b06913fd195bc-30-03-2022
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Beth_G
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Message 26 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi mizzy887,

Thanks very much for letting us know. I'm sorry to hear this has now resolved the issues.

I've had a look and can see that the upstream channels are slightly congested, however they do not appear to be congested enough for our Networks Team to recognise this as an outage.

I have reached out to the Area Field Manager and asked for what the next steps would be.

As soon as I hear back I will be sure to let you know

Kind regards

Beth
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Beth_G
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Message 27 of 27
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Re: Huge Latency issues, ping spikes ongoing for 6 months

Hi mizzy887,

I believe that an engineer visited you this week to take a look at the issues? If so, can you please let us know how it went and if you're still having issues?

Thanks 🙂

Beth
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