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]

Thanks John.
Phil

[Beth_G]

Hi Phil,

Thanks for PM and for confirming your account details.

Following on from our conversation from here, I have booked in the next available engineer appointment for you. To manage the appointment time slot, please head over to your My Virgin Media account or app.

Please keep us posted with how the visit goes and if there's anything else we can help you with

Kind regards

Beth

[AlfTupper]

Thanks Beth. Got that. Let's see how it goes.

Regards
Phil

[AlfTupper]

Amazed and delighted to find that the issue seems to have been suddenly resolved at 4pm yesterday 😃. wth.

 

[AlfTupper]

Divine intervention? Magic? Luck? Perseverance and/or Ingenuity 🤔😃.

[AlfTupper]

Just found this from yesterday on another post...

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UPDATE:

There is a ticket raised in the Wigan area for errors with broadband that may well be causing these issues - F009263477. It's being looked at as we speak, but currently has a fix time of 14/09/21

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So big thanks to Virgin and everyone involved. Maybe next time the comms and notifications could be handled a little better.

Phil