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Is this normal for latency on my wifi hub 5x

On our wavelength


 been having bad drop outs every like 30mins - 1hour , I checked and all I see is high latency around the same times. Is this a network issue with the hub or fiber wiring to my house? 


Super solver

It's VM doing open ended automated remote speed testing across the XGS-PON network. I'd be cheesed off too as the Ts and Cs don't allow for it. 

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Alessandro Volta

I have an idea for VM if they love doing these tests so much how about they do them for longer for better Statistics I'm sure no one would mind.😁


Alessandro Volta

It'll be interesting to see how the Forum Team deal with this one beyond suggesting a factory reset!  

Seph - ( DEFROCKED - My advice is at your risk)

Forum Team
Forum Team

Hi there @RyanS21 

Thank you so much for your post and welcome to the community forums, its great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. 

I have taken a look and I can see that this is one of our new services with a Hub 5x as such we are not able to advise here but our specialist team on 0345 454 1111 can take a closer look and advise further for you. 

Alessandro Volta

Of course ... I should have anticipated that reply too!   I'll interpret that reply for you.

The Hub 5x uses fibre directly into the modem.  Accordingly, the DOCSIS 3.x protocol used by the older cable estate no longer applies.  The data delivery method is XGS-PON (without explaining all of that!) and no training has been given to the Forum Team on how to diagnose issues.  

Cardiffman has provided the likely explanation for what is happening.  If you can be bothered, do call the number offered by the illustrious Forum Team and ask for Hub 5x support.  Then please come back to the forum and document your experience step by step.

Also, you could, at the right moment, contact ISPREVIEW and see if they're interested in taking up your story.  VM are sensitive to what ISRREVIEW publishes.

As regards Modem Mode, it's a trivial change to the firmware and may even be present but inhibited (I think that's true).  Incidentally, ISPs like Gigaclear charge £3/month on their XGS-PON service to turn Modem Mode on (aka Bridge Mode).

Seph - ( DEFROCKED - My advice is at your risk)