Forgive the mega post, I've spent a ton of time browsing posts so tried to include much of whats asked for from the get go. Really appreciate any time support anyone can lend.
After 6+ months of living with (due to work / time), battling with (on the phone support) and reading up on (here is the forum which is by far the greatest source of actual logical info!!) its time to make my own post and ask for help here as i'm fast running out of mobile data every month.
Issue: When its not broken, its great! Low latency, great throughput! Frequency of occurrence varies vastly but most days its impossible to get through an hour meeting without at least a few drops outs (results vary based on application, Zoom quits and restarts, teams / webex / skype break up, robotic voices etc).
Some are very short lived and return within 10-15 seconds, other have me unusable for up to a minute. It very hard to pin down a pattern, some days are better than others.
Progress so far: During the Christmas break I waited it out (50+ mins) on the phone and was told there was an issue in the area: Work Order: 12148898 (Expect Completion 29th Dec).
This slightly changed the profile of the symptoms in that before the fix, id have a ping running it would mostly stall, there would be heavy loss / contention along with any successful packets being in the minimum 600 ms range so essentially completely dead.
After the "fix": Whilst the internet is effectively still dead during the spikes, pages wont load, calls dropped, pings up to the 300-600ms range etc etc, when staring at a ping its a softer outage than before, less are timed out / dropped and tends to recover a little faster.
So, what did you guys do for this fix and can you do more of it ?
Setup Details :
100M Plan (between 1-2 people, W.F.H during day, perhaps netflix, etc evening)
HUB 3.0 (Currently in Modem Mode)
GbE wiring throughout house
Problem occurs on both Wired and Wireless clients
New build, actual Line was installed April 2020, issue has been present to varying degrees since new
BQM:Live Link Created earlier today (ignore initial loss that was before i allowed ICMP through firewall).
My own ping script to hit google DNS written on Jan 5th having been kicked from all my morning meetings:
Trouble Shooting To Date:
Power Off / On Modem (off for ~5 mins from plug)
Confirmed all Coax connections tight
Tried shorter coax cable install tech left me
Issue occurs in both Modem and Router Modes
Red Light in Modem Mode, even straight after its been off and cooled down, had fans strapped to modem and got it to 19 degrees so issue not temp related. Not red in router mode.
If possible 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.
Please post a 'Live Link' to your BQM on here straight away.
Instructions for posting BQM Live 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.
Hi MikeRobbo, in case you thought i was not replying, I already posted a BQM monitor in my initial post following your instructions from another thread 🙂
To VM staff: If the network is oversubscribed (the impression i am getting looking at other similar posts) Surely it would be better VM just reduced my and others overall speed in exchange for stability until they can solve the issue .