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Network Drops, High Pings and No Ranging Response

Hi, please help.

We've been suffering constant disconnects in voice chats and games that cite a high ping or timeout when we get disconnected.

Virgin have replaced the hub, the issue is still happening. When we spoke to Virgin they said to put less devices on our network, which isn't helpful in a family of 5!

I've taken some screen shots from our router in the hope that someone can help (because kids who can't play games can be a nightmare).

When Looking at the hub's info tools, I also saw a message that said "no ranging response" (but that had a MAC address in it, so I didn't post that picture.

Both devices that are seeing the disconnects are on the wired network, NOT the wifi.

All help gratefully received.

thank you

A frustrated mum

HubDiag1.pngHubDiag2.pngNumber-of-Devices.png

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Re: Network Drops, High Pings and No Ranging Response

does anyone have any ideas of what this could be as is still happening and desperate for things to be working again 

grateful for any help given or ideas 

thankyou

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Re: Network Drops, High Pings and No Ranging Response

Hi Rh1v3r,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear this. I have taken a look on our side and I cannot see anything that could be affecting this. 

 

Can you confirm the games you're having the issue with? 

 

^Martin

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Re: Network Drops, High Pings and No Ranging Response

Hi Martin,

 its with any games that have online involved like overwatch, wreckfest,  content from other players in death stranding. Even things like facebook, google, netflix and prime take up to 10 minuets to load once opened 

we have had an engineer come out and found the drop rate were getting was +12 to 14 and -2, this has been attempted to be resoled but even with changing the wires inside that goes to the internet box and the ethernet  cables ext the issue is still being persistent  

with thanks

michelle

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Re: Network Drops, High Pings and No Ranging Response

Thanks Michelle, can you do a PIN reset for me on the router?

 

Kind regards

John

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Re: Network Drops, High Pings and No Ranging Response

Hello John,

I have done the pin reset and held it in for a full minuet 

unfortunately the issue has still continued 

kind regards 

Michelle

 

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Re: Network Drops, High Pings and No Ranging Response

What time did you do the pin hole reset ?

Can you please post a link to your Live BQM.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Network Drops, High Pings and No Ranging Response

Hi Michelle,

 

How's the service today? If still the same, can you do the BQM for us?

 

Kind regards,

John_GS
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