I 'upgraded' from m100 to Gig1 about a month ago. My connection had been stable for years so was confident that the upgrade would be smooth and indeed replacing the hub and setting it up was (they messed up my packages but that's a different set of issues).
Ever since the swap to a Hub 4 and Gig1 my connection has been awful and I'm interested if others have a similar problem or if it's just an isolated case.
Samknows realspeed tests show some packetloss but generally a good speed to the router (usually around 945Mbps) but then even wired connections direct into the hub4 only get between 200-600Mbps (I've tried multiple cables).
Worst of all is the constant packet loss
this is today so far
all my calls/video meetings etc are getting dropped or interrupted and it's constant.
So, since the only things that have changed are the hub and the package and I am stuck in a loop of being passed to 2nd line support who say it looks fine then hang up on me, I'd like to know if it's just me - is Gig1 really this unstable for other people - constant 10-20% packet loss looks to me like an issue with the line but i can't get anyone to book an engineer.
Has anyone else had this resolved by getting a replacement Hub4 or sorting issues with the line?
At this point I just want my old hub back and the m100 that was rock solid.
I have been able to look into your account and as @carl_pearce suggested there is an issue with modulation, upon running tests on your account to try and rectify this, we would need to arrange a technician visit to get this resolved.
I have been able to arrange an engineer visit for you to get this issue resolved, you can find all the information about your appointment on your online account then clicking My Account and Order tracking.
Thanks for sorting out getting an engineer to me @Steven_L - I hadn't been able to get anyone by phoning up. Unfortunately the guy who came was from out of my area and had no experience with Gig1 or the Hub4. He got his boss to call me and whilst both tried to help me, it's now gone quiet and I still have the same constant packet loss with no sign of a fix.
So since the engineer (nice but with zero experience of Gig1 or Hub4) left after doing nothing I got a call from his manager saying he'd try to have a look. that was 3 weeks ago and still nothing.
I don't understand why I have to do this in a public forum but here's today's fun graph - you can imagine how much fun it is trying to do video or even audio calls with that much packet loss.
I honestly don't understand what other options I have now - if it were me at the other end I'd want to go through everything step by step to find the cause - I tried asking for a different Hub4 to swap out in case that was the cause - if not then it has to be the line or cables to the hub as I've swapped everything on my side of the ub - all devices/cables etc and am testing on a direct wired connection to the hub.
One thing I've noticed is in that these don't seem right do they?