Packet loss, High latency, Disconnections

[AlfTupper]

Afternoon folks,

We've been experiencing frequent disconnections which started around 2 weeks ago.  My son is struggling to play Warcraft due to disconnections. But more importantly (at least to us) is that my wife, son, and I are experiencing disconnections from Teams meetings as we continue to work from home.

My son playing Warcraft is on a wired connection.

We set up a BQM yesterday morning.  And it does seem to be showing Packet Loss.

We did a factory reset on the Hub 3 yesterday, which is in Modem mode.  We are using Netgear Orbi routers.

Hopefully the attached can provide some clues for the networking wizards.

I've noticed many other similar posts, and one in particular seemed to have been the result of congestion problems in the local area, and which Virgin were able to resolve.

Thanks.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a1d47cb42639e27a306847e280cd499ff07957b6-09-09-2021"><img alt="My Broadband Ping - whistler_home" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/a1d47cb42639e27a306847e280cd499ff07957b6-09-09-2021.png" /></a>

[AlfTupper]

Hopefully it shows that the cable between orbi  router and virgin hub is good? His laptop is on wireless, and he was pinging 192.168.100.1.

[lotharmat]

Ah - if he's pinging that then that should be fine!

I get similar (2ms Ping) 100% success

[AlfTupper]

Please ignore my shenanigans with Helpful Answers. I meant to say that previous comment was "a" helpful answer, and not "the" helpful answer, if you get my drift. Still learning the ropes here.

[lotharmat]

No problemo - feel free to unmark it as helpful as that unsolves it! - Save the helpful answer for the one that manages to provide the resolution! (The forum can be a bit counter-intuitive to be honest!)

[AlfTupper]

We just set the hub to router mode and created a new BQM...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9d9c66d77d51e2eebe9d5182f9b731dfce...

Now we wait 🤔. 

[AlfTupper]

Well it's 3:50am and I've been dreaming of networks and routers for the past 3 hours.

Here is the BQM graph for the Hub in Router mode...

So my interpretation is that the cause is the Virgin network. (As you can see, at the time I went to bed it looked like a different story, hence my fitful sleep). Not sure why everything was clear for 2 hours.

[AlfTupper]

Here is a link for the BQM snapshot

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dc6e2dec39dcd8ed863a607564014318835fc449-10-09-2021

[AlfTupper]

This was the BQM graph in router mode.

The image was rejected earlier by the forum because it contained personal info 

[AlfTupper]

Just to add that the stats are even worse this morning...

The large red section is where we switched the Hub into Router mode over night (and consequently had a different BQM, see previous), and now it's back in Modem mode.

[jbrennand]

I will flag for vm to take a look