PACKET LOSS/DROPS
I've been having issues where my connection experiences spikes and complete dropouts, 30 minutes apart. I have been running BQM since Friday 6/6/25, as you can see in the attached graph from 8th-9th, the space between drop outs are quite consistent. I have: - Fully reset to factory settings. - Disabled IP Flood Detection (suggested solution on another site) - Tested other devices (another PC, 4 Phones, Xbox Series X, 2 TVs) all experience the same connection issues. - Pinged various IP Addresses and all came back with no loss. I am connected via Ethernet to the 10gbps port, my PCs ethernet port is compatible with those speeds: https://www.speedtest.net/my-result/d/812c9d78-d2e7-4766-9f17-9cd7acd688b1 Other devices are Wifi (PC is Wifi 6, rest are 5ghz/2.4ghz) Package Info: 2gig up and down These are my router stats: PON modem status Online Connection mode IPOE IPv4 firewall Online IPv6 firewall Online IP_VOIP Down IP_DATA Up Transceiver temperature 29 Transceiver voltage 3 Laser bias current 12 ONT transmit power 5200 ONT receive power -16400 Network access Allowed Baseline Privacy disabled PON Mode XGS-PON 09-06-2025 11:12:46 notice GUI Login Status - Login Success from LAN interface 09-06-2025 11:11:29 notice erouter0 ipv6 address is empty 09-06-2025 10:56:29 notice erouter0 ipv6 address is empty 09-06-2025 10:41:29 notice erouter0 ipv6 address is empty 09-06-2025 10:31:20 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:31:14 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:37 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:06 notice GUI Login Status - Login Fail from LAN interface 09-06-2025 10:26:29 notice erouter0 ipv6 address is empty 09-06-2025 10:11:29 notice erouter0 ipv6 address is empty 09-06-2025 09:56:29 notice erouter0 ipv6 address is empty 09-06-2025 09:41:29 notice erouter0 ipv6 address is empty 09-06-2025 09:36:50 notice IPoE IPv4 ping failed 09-06-2025 09:26:29 notice erouter0 ipv6 address is empty 09-06-2025 09:11:29 notice erouter0 ipv6 address is empty 09-06-2025 08:56:29 notice erouter0 ipv6 address is empty 09-06-2025 08:41:29 notice erouter0 ipv6 address is empty 09-06-2025 08:37:10 notice IPoE IPv4 ping failed 09-06-2025 08:37:00 notice IPoE IPv4 ping failed 09-06-2025 08:26:29 notice erouter0 ipv6 address is empty 09-06-2025 08:11:29 notice erouter0 ipv6 address is empty 09-06-2025 07:56:29 notice erouter0 ipv6 address is empty 09-06-2025 07:41:29 notice erouter0 ipv6 address is empty 09-06-2025 07:36:49 notice IPoE IPv4 ping failed 09-06-2025 07:36:39 notice IPoE IPv4 ping failed 09-06-2025 07:26:29 notice erouter0 ipv6 address is empty 09-06-2025 07:11:29 notice erouter0 ipv6 address is empty 09-06-2025 06:56:29 notice erouter0 ipv6 address is empty 09-06-2025 06:41:29 notice erouter0 ipv6 address is empty 09-06-2025 06:36:59 notice IPoE IPv4 ping failed The network logs go much further, with regular error messages stating "IPoE IPv4 ping failed". This will be the 2nd router I am on, having the 1st replaced by an engineer for similar issues. Frankly, at £96 per month, I expect a far superior service. The speeds are good, sure, fantastic even. But it's no good having "lightning speeds" when you can't use them! If anyone else is experiencing this issue, or similar, please feel free to contribute your findings. VM, I eagerly await your advice/solutions as this is now affecting my employment. Regards.Constant Disconnects / SYNC Timing Synchronization failiure
Internet Frequently disconnects multiple times a day for up to 5 minutes rendering it completely unusable. Sometimes if i check the logs it is accompanied by a SYNC Timing Synchronization failiure but often disconnects are not accompanied by one. Been happening for at least a month. Multiple router restarts and the problem persists. Network Log From Today Mod Edit: Details Removed / Personal information Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49599556 49.5 5120 32 qam 1 2 36599900 50.3 5120 32 qam 3 3 23599933 49.7 5120 16 qam 5 4 30100266 49.8 5120 32 qam 4 5 43099984 49.8 5120 32 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 2 0 2 ATDMA 0 0 3 0 3 ATDMA 0 0 3 0 4 ATDMA 0 0 6 0 5 ATDMA 0 0 3 0 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 138750000 -2.7 36 256 qam 1 2 146750000 -2.7 35 256 qam 2 3 154750000 -2.7 35 256 qam 3 4 162750000 -3 34 256 qam 4 5 170750000 -2.5 32 256 qam 5 6 178750000 -2.4 35 256 qam 6 7 186750000 -2.5 34 256 qam 7 8 194750000 -2.2 35 256 qam 8 9 202750000 -1.7 38 256 qam 9 10 210750000 -2 37 256 qam 10 11 218750000 -1.4 34 256 qam 11 12 226750000 -1 33 256 qam 12 13 234750000 -1 38 256 qam 13 14 242750000 -1 38 256 qam 14 15 250750000 -0.7 40 256 qam 15 16 258750000 -1 38 256 qam 16 17 266750000 -0.7 38 256 qam 17 18 274750000 -0.5 40 256 qam 18 19 282750000 -0.9 38 256 qam 19 20 290750000 -0.5 38 256 qam 20 21 298750000 0 38 256 qam 21 22 306750000 -0.4 38 256 qam 22 23 314750000 0 38 256 qam 23 24 322750000 0.5 38 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 -775972770 4624805 2 Locked 35.5 1620671156 16882699 3 Locked 35.7 38286152 1161060 4 Locked 34.3 624128 63630 5 Locked 33 55030039 905192 6 Locked 35.7 266055 43429 7 Locked 34.2 5686489 181317 8 Locked 35.7 227298 24868 9 Locked 37.6 194516 15356 10 Locked 37.6 205668 20139 11 Locked 34.4 1677980 27486 12 Locked 33 69106813 12441 13 Locked 38.9 96254 8225 14 Locked 38.9 75161 7737 15 Locked 40.3 72805 5373 16 Locked 40.3 73534 3863 17 Locked 38.9 62083 2584 18 Locked 40.3 49057 1597 19 Locked 40.3 54626 2613 20 Locked 38.9 65460 3354 21 Locked 38.9 71817 2307 22 Locked 38.9 70004 2566 23 Locked 38.9 49785 2824 24 Locked 38.9 45446 1945Unable to successfully start the hub3
Ever since i moved from my old address into th new house, i haven't been able to get the internet up and running. All the lights on the hub look fine, but i just can't get it to activate through the app.i've sorted it all out my moving contract been reactivated, and all my billing addresses have been updated too.How to connect Cat6 cables in 1 room to Hub5 in another
Hi, I'm currently nearing the end of a home renovation project where we've had a utility room built, featuring a cupboard that I've asked the builders to run Cat6 cables to. These cat6 cables connect to ports in rooms of the house which will allow us to have a hardwired connection to various devices. Currently our Hub5 sits in our lounge next door to the utility room. What would be the best way to connect the cat6 cables to the Hub5? Can I use a wireless router, linked to a network switch for the cables to plug into in the utility room, and connect the router to the Hub5 wirelessly if I put the Hub5 in modem mode? Would this work or is there a better solution? Many thanks!Google Wifi Drops Each Time Broadband Drops
I've used Google Nest Wifi for many years with my current Virign Media router (in modem mode), but I have noticed through this time that when my broadband connection drops it also makes my local wifi connection turn off too. In my mind the way it should work (and I am sure I have observed other home networks operating this way) is that the home lan (wifi and wired) operate independantly of the internet connection. Why would a user still not be able to continue to use local LAN resources (via wifi and wired) just because the gateway has stopped working. How do people who use things like plex (via a local wifi connection) continue to do so locally? I have home automation like Hubitat and Home Assistant that are wired into my lan. When my broadband connection fails these continue to work fine on the LAN but when the broadband drops my wifi drops and I cannot even see a wifi connection is even present. Its very frustrating, if I wish to access my hubs or network locations on my network to administer them I have to connect a wired connection to my laptop into my switch in order to do so. I'm not 100% sure but I think external and local ought to operate independently, or at least local wifi should continue to operate like the local wired lan does and continue to be able to utilise local resources like shared folders etc? Welcome others thoughts and experiences My setup is as follows 1 Google Wifi Access point in my house with the virigin broadband router in modem mode connected to it in one port, the other port connects to my lan/switch. I have a wired network that goes out to my office with another Google Wifi router connected to it via cable. I have 3 Google Wifi wireless pods around the house. These work fine with only an occasional reboot when they show they have a weak signal. My network operates on 192.168.86.X The Router LAN Address is set to 192.168.86.1 I can recreate the problem just by turning the power off to the Virgin router (in modem mode), as soon as I do this all wifi connections drop. A simple example of the issue I have having is if I am using WIFI fine but pull the plug on the virgin router (in modem mode) all wifi devices across my network fall off the wifi - all wired devices continue to work fine. ThanksBad WiFi but normal download speed
Hello, I’m having a very frustrating issue. I live in a 2 up, 2 down with one other person and have M350 fibre Upon running speed tests, I am mostly getting about 370mbps, however my internet is dreadful. If we are both scrolling on our phones it is incredible slow and when working from home I need to use an ethernet to get a decent connection. we have had a technician out twice but they have been unable to find any issues. It’s honestly dreadful. Surely 350mbps is enough to handle 2 people. also, WM Connect is unable to find my hub, no matter how may times I go through the set up or reset the hub. I don’t know what to do and unable to find any answers plesse can someone help with some form of solution.High ping, Random disconnections - Phone support states it's "Fine"
Hello, For a few months now I've noticed my internet becoming more and more erratic, I know around midnight theres a chance an update is pushed to the hub which knocks it off for a few moments which never used to be a problem but lately the hub will take several minutes to fully come back online. It will kick my devices offline, they lose connection to the internet first and then moments later it loses the WiFi signal, it regains the signal after a bit but then loses the signal again and again until it just randomly stabilises, this hasn't been the norm so it's odd and quite frustrating. Secondly, I'm noticing large ping spikes, which doesn't affect most things but certainly does effect gaming in a very negative way (30ms ping to 700ms ping spikes which lasts a few seconds and constantly happens then stops at random for a few minutes). I've had a talk on the support call line, the agent kept telling me everything looked fine and was operating normally, I raised my concerns about the errors and the power levels of the Downstream/Upstream channels and the fact that Virgins own website states: Broadband connection issues found Please wait for 15 minutes while we reconnect the WiFi Hub to our network. When I log in on the site and try to check out anything to do with my broadband from the website or the app itself, so how could it possibly be "Fine". I've now been told that I'm going to be paying a £25 fee for a technician to come out to my address, I assume because In their eyes, I must be imagining these ping spikes and issues I'm encountering, or they just refuse to acknowledge the problem. My network log is filled with a lot of these: RCS Partial Service;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; No Ranging Response received - T3 time-out;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; Lost MDD Timeout;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.0; These errors repeat throughout the day, every single day. Here's the Downstream/Upstream stats also: Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 203000000 0.2 38 256 qam 9 2 139000000 -0.4 38 256 qam 1 3 147000000 0 38 256 qam 2 4 155000000 0.4 38 256 qam 3 5 163000000 0.5 38 256 qam 4 6 171000000 0.9 38 256 qam 5 7 179000000 0.7 38 256 qam 6 8 187000000 0.9 38 256 qam 7 9 195000000 0.5 38 256 qam 8 10 275000000 1.2 40 256 qam 18 11 283000000 1.2 40 256 qam 19 12 291000000 1.2 38 256 qam 20 13 299000000 1.2 38 256 qam 21 14 307000000 1.2 40 256 qam 22 15 315000000 1.5 40 256 qam 23 16 323000000 1.7 38 256 qam 24 17 331000000 1.9 38 256 qam 25 18 339000000 2.5 38 256 qam 26 19 347000000 3 38 256 qam 27 20 355000000 3.2 40 256 qam 28 21 363000000 3.2 40 256 qam 29 22 371000000 3 40 256 qam 30 23 379000000 3.2 38 256 qam 31 24 387000000 3 40 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 38.9 48 0 2 Locked 38.6 54423 0 3 Locked 38.6 79676 345677 4 Locked 38.9 130935 263022 5 Locked 38.9 356 0 6 Locked 38.9 130 0 7 Locked 38.9 77 0 8 Locked 38.9 44 0 9 Locked 38.9 74 0 10 Locked 40.3 26 0 11 Locked 40.9 22 0 12 Locked 38.9 10 0 13 Locked 38.9 5 0 14 Locked 40.3 5 0 15 Locked 40.3 6 0 16 Locked 38.9 5 0 17 Locked 38.6 4 0 18 Locked 38.9 12 0 19 Locked 38.9 56 0 20 Locked 40.3 8 0 21 Locked 40.9 18 0 22 Locked 40.3 4 0 23 Locked 38.9 5 0 24 Locked 40.3 4 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 55.3 5120 64 qam 1 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0
