I've had extreme packet loss and latency issues for the past two weeks, I've had an engineer out already and they just changed some cables but it's still the same. I was wondering if anyone could help? The same issues arises with all devices connected Wi-Fi and an ethernet cable and renders the broadband useless for majority of the day.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.
Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some more troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.
Your >> BQM << is a mess and this is reflected in the Network Logs.
You only have two Upstream Channels, we would expect to see four. Of those two that you do have one power level is too high and one close to max power and both are running at 32 QAM and these should be at 64 QAM.
This will need an engineer to put right.
You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.
If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.
Hi Derels. Thanks for posting and welcome to our community.
I am sorry you're having issues with your connection and power levels. I would like to take a closer look on your behalf. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.