Loss of connection every 45 minutes all devices and connection types

[phoenixvdp]

Not having any luck with phone support or engineer visits, the issue has been this bad since 24th September 2024.
I've tried setting up a quality monitor via thinkbroadband, that doesn't seem to be showing anything of use (just 100% loss at all times)

These are the most recent tracert piggy backing off my phone tethering, hopefully they might point to the cause?
I'm quite sad that the support or network teams have been unable to find the issue, I really don't want to have to switch to another provider after being a VM customer for 18 years (way back before it was VM in my area).

Tracert Results:

Tracing route to 86.21.128.121
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 172.20.10.1
2 * * * Request timed out.
3 * * * Request timed out.
4 53 ms 47 ms 54 ms 10.214.211.226
5 46 ms 34 ms 34 ms ae61.edge3.London1.Level3.net [212.187.192.253]
6 33 ms 40 ms 39 ms ae2.3215.edge7.lon1.neo.colt.net [171.75.8.71]
7 38 ms 43 ms 34 ms telw-ic-5-ae19-0.network.virginmedia.net [213.105.23.0]
8 * * * Request timed out.
9 * * * Request timed out.
10 102 ms 31 ms 33 ms aor.uk-lon03a-ri1.network.virginmedia.net [62.254.42.174]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 70 ms 32 ms * uk-lon01c-ri2-ae-4-0.aorta.net [84.116.135.50]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 68 ms * * uk-lon01c-ri2-ae-4-0.aorta.net [84.116.135.50]
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Tracing route to 86.21.128.121
over a maximum of 200 hops:

1 2 ms 4 ms 1 ms 172.20.10.1
2 * * * Request timed out.
3 * * * Request timed out.
4 65 ms 51 ms 38 ms 10.214.211.226
5 79 ms 39 ms 42 ms ae61.edge3.London1.Level3.net [212.187.192.253]
6 * * 84 ms ae2.3215.edge7.lon1.neo.colt.net [171.75.8.71]
7 76 ms 38 ms 38 ms telw-ic-5-ae19-0.network.virginmedia.net [213.105.23.0]
8 * * * Request timed out.
9 84 ms 45 ms 111 ms pete-core-2b-ae2-0.network.virginmedia.net [62.253.174.58]
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

[phoenixvdp]

Yeah, I did all the VM troubleshooting in router mode, which resulted in having everything changed, It's a shame it didn't work. 😞

[phoenixvdp]

Yeah, that's right, and I have the settings for responding to the ping enabled. The public IP is the correct one.

[phoenixvdp]

Managed to get the ping to record a packet this time:

Pinging 86.21.128.121 with 32 bytes of data:
Reply from 86.21.128.121: bytes=32 time=206ms TTL=54
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 86.21.128.121:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 206ms, Maximum = 206ms, Average = 206ms

it's been horrific overall for weeks 😞

[legacy1]

May you have a misbehaving device?

[phoenixvdp]

 

[Itzanotheruser]

It doesnt help, but your not alone. There is another thread on here that I have jumped in on and you seem to be experiencing the same issue as us ( https://community.virginmedia.com/t5/Networking-and-WiFi/Continual-disconnections-does-this-look-rig... ).

What I am saying is ... (trying to think of silver edge to this cloud) ...ehh, I got nothing to add !!

[phoenixvdp]

Updated BQM, how is this going unseen?

[Itzanotheruser]

All I can say to that log is ... eeeep!!

[phoenixvdp]

Well, tech support have given up, engineers have given up, guess that leaves me with no choice but to find an alternative provider, real shame to end an 18 year run with the service like this. VM you need to do better to keep long-term customers to be honest..

[Robert_P]

Hello Phoenixvdp

Really sorry to hear of the connection issues and appreciate you raising this via the forums.

We can see the Hub is currently in modem mode, so we can look into this further and get accurate readings can you put it back into router mode and let us know so we can check the connection and equipment?