Why so many dropped packets

[gittingr]

I've had recent issues with my broadband and it disappears for a min or so, or the wifi or Wired devices cant connect. Some times the router cant be found by the app!

So working in networking I started to look into the connection and found that the next hop from my router ( leed-bng-1-sub.network.virginmedia.net) is dropping lots of packets. The drops range between 20 and 50%. If this is common it will seriously impact the connectivity.

The issue is how do you report this, the help support is unhelpful even when you get past the robot chat. This makes my previous dealing with TalkTalk look brilliant and they for years were voted the worst support in the UK.

[Adduxi]

Setup a BQM to monitor and record the incoming circuit, it seems this is the one VM take most notice of.  www.thinkbroadband.com/ping

It will take a couple of days for the VM Mods to pick this up and discuss with you.  As for the Connect app, personally I wouldn't bother with it.  You can do all you need in the Hub's admin console.

[Matthew_ML]

Hey gittingr, thank you for reaching out and I am so sorry to hear you are having some connection issues.

I have taken a look and I can see you've spoke to the team since this, did they manage to help?

[gittingr]

Hi, Luckily the 2nd time I lost all connectivity I got through to a guy who listened and went through what he was doing and his work looks to have mainly sorted the issue. I do still have occasional issues but only for short periods ( 30Sec or so). So not sorted but a lot better. Strange it was fine for nearly the first year.

[Kath_P]

Hi gittingr, 

Thanks for coming back and updating us. We're happy to hear things are in a much better place now and the team were able to help. 

If you have any further issues, pop back and let us know.

Thanks,