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.

[Roger_Gooner]

My trace route.

C:\>tracert 86.21.128.121

Tracing route to cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     8 ms    10 ms     9 ms  haye-core-2b-ae36-650.network.virginmedia.net [80.3.178.221]
  4     *        *        *     Request timed out.
  5    14 ms    14 ms    14 ms  pete-core-2a-ae2-0.network.virginmedia.net [62.253.174.54]
  6     *        *        *     Request timed out.
  7   206 ms   467 ms     *     cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
  8   634 ms     *        *     cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]
  9     *        *        *     Request timed out.
 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     *        *      172 ms  cpc126550-gtya5-2-0-cust120.4-4.cable.virginm.net [86.21.128.121]

Trace complete.

[phoenixvdp]

I've just switched it back to Router Mode so you can carry out your checks.

[phoenixvdp]

Just put it back into router mode for you to do your checks.

[Hugamara]

Great, Thanks a Lot.

[phoenixvdp]

The updated IP for when the hub is in router mode is: backup.xtreme-server.com

[Sabrina_B]

Hi @phoenixvdp 👋.

Thanks for reaching out to us, apologies for the issues that you are having with your service, we would need to run some diagnostics. We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina