Upgraded to 1Gig - less stable than M600 before?

[WhiteHartMart]

Not sure if I have issues with my connection but upgraded to 1Gig a week or so back but it's just not as consistent/stable as the 600mb plan I had before.

Had the SH3 in modem mode to a Negear Orbi system before and now have the SH4 connected in the same way.

I seem to get regular loss of connection for a split second or so every day around 5pm as I lose connection to some work based systems which need a constant connection.  Occasionally, family members have issues with basic tasks (web browsing etc) and my BQM seems to have significant latency spikes - my 600 connection had been pretty stable in recent months.

Wondered if someone can take a look please - thinking I might just cancel and move back to a slower but more consistent connection else.

BQM 

Refresh data

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	411000000	3.799999	38.983261	QAM256	1
2	419000000	3.400002	38.605377	QAM256	2
3	427000000	3.500000	38.983261	QAM256	3
4	435000000	3.400002	40.366287	QAM256	4
5	443000000	3.500000	40.366287	QAM256	5
6	451000000	3.299999	38.605377	QAM256	6
7	459000000	3.099998	38.983261	QAM256	7
8	467000000	3.200001	40.366287	QAM256	8
9	475000000	3.400002	38.983261	QAM256	9
10	483000000	3.700001	38.983261	QAM256	10
11	491000000	3.799999	40.366287	QAM256	11
12	499000000	3.900002	40.366287	QAM256	12
13	507000000	3.799999	40.366287	QAM256	13
14	515000000	3.900002	38.605377	QAM256	14
15	523000000	4.099998	38.983261	QAM256	15
16	531000000	4.199997	40.366287	QAM256	16
17	539000000	4.199997	40.366287	QAM256	17
18	547000000	4.300003	38.983261	QAM256	18
19	555000000	4.300003	38.983261	QAM256	19
20	563000000	4.300003	40.366287	QAM256	20
21	571000000	4.300003	40.366287	QAM256	21
22	579000000	4.199997	38.983261	QAM256	22
23	587000000	4.199997	38.983261	QAM256	23
24	595000000	4.099998	40.366287	QAM256	24
25	603000000	4.099998	38.605377	QAM256	25
26	611000000	4.400002	38.983261	QAM256	26
27	619000000	4.300003	40.366287	QAM256	27
28	627000000	4.300003	38.983261	QAM256	28
29	635000000	4.099998	40.366287	QAM256	29
30	643000000	4.199997	40.366287	QAM256	30
31	651000000	4.199997	40.366287	QAM256	31

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.983261	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	1	0
10	Locked	38.983261	7	0
11	Locked	40.366287	1	0
12	Locked	40.366287	1	0
13	Locked	40.366287	1	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	40.366287	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	40.366287	0	0
28	Locked	38.983261	1	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[WhiteHartMart]

Hi

Speeds are fine thanks but the fairly frequent latency spikes to 160ms+ on the BQM are something I never had on the 600mb connection I had.  When working from home I get dropped from time to time from an office server connection I have and never really had any issues before I upgraded.  Equipment here is unchanged except the Hub 4 replacing the Hub 3 I had.

The kids complain that it is impacting their gaming also (wired connections via powerline - same as we had before with little issue).

[WhiteHartMart]

[Ayisha_B]

Hi @WhiteHartMart,

I've checked our systems for you and a short term connectivity issue was identified but this is now showing as being fixed.

Can I just ask if you have noticed any improvements with your service now?

Thanks

[WhiteHartMart]

Hi - the connection in general seems ok but there are still 8 - 10 significant (160ms+) latency spikes which are usually accompanied by me getting disconnected from the services I connect to for work - as if the connection drops just for a second or two then is back up.  I'd say these extreme latency spikes are not so frequent as they were but it's still disappointing given its the top package being paid for and not really 'great for gaming' either as marketed.

When I was on the M600 package there were some occasional issues but day to day the connection was much better/more consistent.  Speeds are fine - just want to remove the latency spikes and improve consistency.

I tried to cancel my package change a couple of days back but instead have had a complaint logged for this (as I was told in writing I could exit the package without penalty should the complaint issue not be resolved) so hopefully it will be looked into for me.

[Andrew-G]

@WhiteHartMart I tried to cancel my package change a couple of days back but instead have had a complaint logged for this (as I was told in writing I could exit the package without penalty should the complaint issue not be resolved) so hopefully it will be looked into for me.

If you've got it in writing then it will be enforceable, but if it does come to cancelling an upgrade without penalty but outside a cooling off period, don't expect VM to readily agree - you may have to force the issue.  And don't get your hopes up for proper investigation of a complaint - I raised a complaint recently, and handling was very poor.

[Paul_DN]

Hi WhiteHartMart,

Thank you for reaching back out to us, sorry to hear you have had to go Via the complaints route to change back to your previous package, I would like to help you get this resolved, I will invite you into a private chat, I will send the invite shortly, please click on the purple envelope to accept.

Regards

Paul.

[WhiteHartMart]

Seems things have been getting worse for the past day or so - today has been awful from mid afternoon - barely keeping a connection and so I started a new BQM. Doesn't look great so far.

[legacy1]

Are you uploading?

[WhiteHartMart]

No nothing at all - was just trying to do some pretty basic home working - couldn't maintain a connection long enough to do hardly anything - seems to have settled overnight but then I'm sure during the working day it'll start playing up again!

[WhiteHartMart]

So it was bad again last night at peak times (8pm-10pm) - could this be signs of over utilisation in my area (which I guess will only get worse)?