Hi I have been having problems with my broadband for years now. Despite every effort and multiple technicians visiting, the problems are unresolved. The issues are intermittent, they affect wired connections, overall speed and latency at seemingly random times that are both during off and on peak times. When I call to report the problem, it is identified as a fault by the automated service and someone on the phone says they can see issues and need to send out an engineer. The problem is that as these issues are intermittent, the engineer often comes while it is stable so can not confirm it.
I have been told by engineers that the problem is the cable lines in the area needing upgrades but they are unable to escalate it to start the works. About 6 months ago I was told it's due to covid and everyone working from home. Before that it was "high utilization" which due date kept being pushed further until it was no longer that issue. I am currently using a new superhub for the past month and nothing has changed. It needs restarting every day but the benefits from this are minor. I have tried everything, extensively researching and I need help!
I set a broadband monitor but it is showing 100% packet loss and I think this is due to an ICMP setting which is no longer on the Superhub 3. I suppose the solution is to disable the firewall but is that recommended?
Here is a typical ping test when it is unstable: Ping test
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.
Thank you for the instructions. I believe those are the default settings which match my own. I resolved it, for others reference it was due to my old monitor from a year ago having now changed IP address. Creating a new monitor seems best practice.
That’s interesting to know about the hub Carl, personally I could not make sense of it.
Yes I agree it’s likely to do with the area however when problems started happening a few years ago many works were carried out specifically for high utilisation which eventually finished last year. I would hope if this is a reason there could be works planned in the near future.
Not sure what else can be done, contract is up this month and I’ve upgraded broadband as far as they would let me. I fear I am running out of options!