Hi, my wife works from home and although she uses a wired connection, she has been having issues for the past two weeks. She contacted her work's IT support and they have told her the issues are due to high network latency, which sometimes spike to 80,000 ms and advised her to speak to the network provider. Can you please help, as she is unable to do her job due to this which could lead to serious consequences.
Her work's computer connects via VPN to Cisco or something like that. The connection drops every few minutes. She is connected via Ethernet cable. Her work's IT department said her average latency is 20,000 ms and once in a while spikes to 80,000. When doing speed tests, it only shows something between 20 to 40 ms though. But they are adamant she needs to speak to the network provider, as its not from their end, but the network's.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Post a 'Live Link' to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.