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mattbens
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Poor internet speeds and constant drops, poor latency etc

Hello,

My household’s broadband has been generally quite poor since we moved in a few weeks ago and recently we’ve been suffering several drops daily, lasting usually no longer than a minute or so. It has been particularly rough the past few days and speeds are also inconsistent (wired and wireless, but especially wireless).

This occurs with both wireless and wired connections and makes it basically impossible to play online video games and is extremely disruptive and frustrating when working from home.

I would understand having these issues with many devices in use simultaneously but we usually only have a couple mobile phones and one computer using the WiFi at once, often less.

Below is a BQM from today and yesterday, respectively.

Hope someone can help, thanks.

D524878F-D557-46C8-80E9-6FDE530720E7.png

6FAF70A8-E544-40B6-91CC-F55593DA9EA0.png

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Natalie_L
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Message 2 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Hi mattbens, 

 

Welcome to the Community and thank you for getting in touch. 

 

I am very sorry to hear you are experiencing issues with the broadband. 

 

Unfortunately, the images provided for your BQM's have not come through. Are you able to post a link to your graphs so that we may take a look?

 

Thanks 

 

 

Nat
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mattbens
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Re: Poor internet speeds and constant drops, poor latency etc

Hi Nat,

Thanks for your response. Here’s some links to my BQM from the past few days:

05/09/2021: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aac9c2dbd77038bcfc3555c1aa8d45d4d9f29fe0-05-09-2021

06/09/2021: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3df361abe9c73a56f6c1befb20535746a24b4f37-06-09-2021

 07/09/2021: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c3ce70fc6431592e637c0ccf08c65303fd260463-07-09-2021

 Many thanks

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Zach_R
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Message 4 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Hi @mattbens,

Can you supply us with a link to the live BQM that you have set up? That way we can check the current status of your connection.

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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mattbens
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Message 5 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Hi Zach,

Here’s the live link to my BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/054184713adccef04b8d84d25805d8b8f0c2e0bb

Thanks 

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Jodi_S
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Message 6 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Hi mattbens,

 

Thanks for posting your BQM link. Unfortumately when we have gone to view this we are experiencing and error, so we do apologise. We can certainly understand the frustration this issue is causing especially when your online gaming and WFH is being interrupted. 

 

Remotely looking from our end, we have located your account and run a quick diagnostics check for you. The good news is all your power levels are good currently and in green, you're not being affected buy any SNR issues or area faults which is also a good sign.

 

Can we ask how things have been over the weekend? Has anything improved with the services at all?

 

Please let us know and we can assist you further. 

 

Kind regards Jodi. 

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mattbens
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Message 7 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Thanks Jodi, things have been better than last weekend but we still do suffer the occasional drops and latency spikes, albeit at a lesser rate than the previous week.

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Lee_R
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Message 8 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Thanks for getting back to us @mattbens

Sorry to hear you're still having issues with your connection.  When remote checking again.  We can see there are issues that may be impacting your WiFi, however we cannot find anything to explain why your internet signal may be  dropping.  How have things been since you posted?

Regards


Lee_R

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mattbens
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Message 9 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Thanks,

It has been the same as previously mentioned. Today has been poorer than most days.

61333728-9252-4B27-A116-60820B5CBB1C.png

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Andrew-G
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Message 10 of 18
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Re: Poor internet speeds and constant drops, poor latency etc

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  This check has been done remotely by the forum staff, sometimes there's things that need a second look, and the BQM shows the problems are continuing.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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