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Betgear
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Billingham Area very poor performance and dropped packets

I'm on 350Mb and the internet is mostly unusable for online gaming and video conferencing. Constantly kicked from games and dropped video calls.

Here's the last few days performance.

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It's been like this for weeks, and appears to be getting progressively worse.

Can this be rectified, or am I cancelling my contract?

Glen.

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jbrennand
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Re: Billingham Area very poor performance and dropped packets

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage", there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers 1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection and if possible, get a fault reference number – the UK call center is still picking up.

Then, do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

Then, you could try a factory reset – a lot of the VM techies on here are suggesting it as a first option and it has worked for many customers.
Note that a pinhole reset on a Hub3 can be a bit problematic - so do it EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible or you will be stuffed ! If its not – DON’T DO IT !

With the Hub "on" disconnect any ethernet connections and push in the “reset pin” with the end of a paperclip/thin nail or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 5' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings one to access the Hub.

Finally if its still problematic after that.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).



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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Betgear
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Re: Billingham Area very poor performance and dropped packets

Hi John,

Thanks for the very comprehensive answer. I've been through the steps, won't know if this has fixed anything yet for a few hours, but here are the details from the hub

1.png2.png3.png4.png

Glen.

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jbrennand
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Re: Billingham Area very poor performance and dropped packets

At t first sight the stats look ok - albeit the down power levels are near the top of the recommended range. Look and see what happens in the RS error columns every hour or so. They shouldnt be increasing - particularly the PostRS ones - if they do build up quickly there is a problem.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
SCA1972
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Re: Billingham Area very poor performance and dropped packets

@Betgear Your BQM images have been rejected as they contained your WAN IP address.  Posting personal info like this is against the forum rules to protect your privacy.  There are options on the BQM pages for sharing your graphs without exposing your IP address.

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Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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