Virgin SH3 - intermittent 100% packet loss

I am using a Virgin Superhub 3 on the latest revision 9.1.116.603 and I dont understand why I'm seeing large blocks of red (100% packet loss) on BQM. It is random, sometimes for hours, sometimes for short periods.

It doesn't relate to anything we do at home as it happens through the night too,

Here's an example.
https://www.thinkbroadband.com/broadband/monitoring/...

I'm not sure this is related, but I dont have an option on my Advanced/Tools/Ping screen to enable ICMP - and I've looked through other screens on the router settings and cant see it anywhere. But then again, the ICMP messages ARE getting through some of the time so I doubt it's because this option is disabled.

If I run the speed test on TBB and Speedtest.net, I am getting 300mb down and 20mb up. But I still get slow performance on my connection which, to my non-expert mind, is down to latency issues on the SH3 isnt it?

But does that explain the red bits on the graphs?

Any advice? This is driving me mad.

Is there any possibility you are on a pilot rollout for IPv6? You can tell from the format of the address the BQM is using.

If you are, then unless you are careful setting up the BQM it could be pinging the IP address of the device you were using when you set it up. That can cause this if that device is off or possibly asleep at those times.

IPv6 users need to establish their router�s address and set the BQM to that.

Hi Roberto
I'm not aware that I'm on a v6 pilot. My router address is v4 and its correctly defined in BQM.

It was just a thought, and worth ruling out. The red times did look a bit odd for an off or sleeping device.

The rest of the BQM looks uncommonly smooth for VM though.

Any chance you could put the live BQM link in your sig please, like many of us do. It tends to more useful than a snapshot, and even makes it easier for yourself to have a quick look .

Good idea Roberto.. I'm new to the forums so happy to pick up new tips. Hopefully my signature is showing my live BQM now. Todays graph is particularly interesting - lots of intermittent red blocks. I'm at a loss to explain it.

Yes, that is working , and very useful.

It is a right mess, as you say, but doesn�t look to me anything like congestion in the Virgin network. It is much more like a complete blockage. If we rule out the possibility already discussed it pinging a user device rather than the router, my next thought is some very heavy uploading taking place frequently.

Is that a possibility? Use of cloud storage? Heavy uploading can do two things, kill downloads and cause the router to ignore replying to pings.

Unlike the older SH's the SH3 has to have the firewall feature disabled, have you looked at that?

Hi
I do run a cloud backup on my PC (Carbonite) but I shut the PC down when I'm not using it. So there would be no cloud backup running overnight which is when some of the blockages happen.
Other things on my network are HIve, Sonos, and Tivo (Virgninmedia TV) - are any of these know to intermittently flood a network for hours on end?

@BuckleZ mentions firewall on the SH3. I have both the firewall enabled and IP Flood Detection enabled. Would turning these off make a difference? I can try it but does that make my network more vulnerable?

Chris

I would turn off the flood protection for a start. It may be taking a ping every second as flooding.

If that solves it you can happily turn it back on if you wish, as it would mean your service was basically OK. As I said earlier, the "normal" bits are far more steady than expected for VM Cable.