Packets dropped question

I have been successfully running the Broadband Quality Monitor for many weeks.

My setup is Gig1 Virgin Media broadband. The Virgin Media hub is in modem mode connected to a UniFi USG-Pro4 router.

I recently reconfigured the UniFi network which caused the externally facing ip address to change. As a result the BQM turned red as expected.

My problem is that I cannot establish a BQM on the new externally facing IP address which doesn't report 100% dropped packets.

The router is configured to respond to Pings and if I ping from outside my own network the router does indeed respond. Nevertheless the BQM remains completely red.

Has anyone come across a similar problem... and a fix? I would be grateful for any guidance on where to start looking.

Are you putting the same IP address into the BQM setup as you are able to ping yourself?

Also, I wonder what happens if someone already has that address on BQM and have forgotten to clear it when theirs changed.

Thanks for your reply.

Yes, I am able to ping the same address that the monitor is trying to hit.

As for whether someone else's monitor is also trying to hit my address... I guess that is hard to know, but it feels like even if that were the case, there is no real reason why that should stop my monitor from working.

In reply to a post by LondonMark:

Has anyone come across a similar problem... and a fix? I would be grateful for any guidance on where to start looking.

Couple of ideas:

1) There are various tools on the main site for showing your own IP and to run a traceroute to your IP, these won't be from the pingbox but will be from the Thinkbroadband network.

2) Check ALL the various "show my IP" websites and that they are showing the same IP, and that you have any VPN services disabled.

See if you can ping and traceroute to pingbox1.thinkbroadband.com

Thanks for your suggestions. This is what I found...

* My IP address is consistently reported the same by all the online IP checking sites I have tried.

* I can ping and traceroute to pingbox1.thinkbroadband.com

* Using the thinkbroadband traceroute tool I am not able to tracetroute back to my IP address. When I try I see just this single response then nothing further...

1 thinkbroadband-gw2.core-rs2.thdo.ncuk.net 1 1 1ms 1ms 1ms

I would email your findings to [email protected] including the full trace route output. Something odd is probably up, but if its Virgin Media's network, or Thinkbroadband's network, the guys at Thinkbroadband are likely to see it earlier there, than if you post in the TTTS forum.

We've had broadband for 12 months now and we have had service issues from day one ... we've had numerous engineers come to our property and try and resolve the issue but all have failed ...at the start of the issue if the fault wasn't fixed we received £8per day until it was fixed ...when they thought they had fixed it the fault would be closed ... the fault would happen again so another fault would be opened well this has been going on for 12 months now there was a period last summer for a few months our broadband seemed fine but from September 2020 it became terrible...we called in the fault as normal but then we was getting engineers not turn up when they was meant to bt gave us £20 for the no engineer showing up then they would book another to come out and again no engineers turned up and still our Internet would just drop out and unable to use ...in November I think in the space of 2 weeks 5 engineers never came out to us but two of them said they did but we have cctv at our property and I said I can prove they never came and I made a formal complaint regarding them engineers that said they had been here but never heard anything back regarding this.... my husband has had numerous phone calls to bt complaining about this once he was accused of being drunk by a member of staff because he raised his voice obviously its been very thrustraiting and has took its toll on the both of us all we wanted was a stable Internet connection that was promised when we signed up ...we then had a lady called Olivia sted taking over as she was higher up we were told but still nothing has been fixed ...the last conversation my husband had with bt a gentleman who was fairly rude and cocky in our eyes said he was taking over our case and that we wouldn't be receiving any compensation what so ever even though 2 weeks previously Olivia offered us compensation but we wasn't happy with it ... when I explained to the gentleman that at the beginning of our contract we was given £8 per day until the fault was fixed but from September we never received that and when added up was a fair bit of money his whole attitude changed to us we asked for someone else to take our complaint over he refused blatant and said its him or nothing ....we have decided to go with a different provider as how we have been treated during this who contract is absolutely not on and wouldn't wish anyone to go through the same
Remedy Requirements
Letter of apology

Reimbursement of time off of work due to engineers not coming

Reimbursement for stress that this has caused us both
And the mental strain it has caused during the time of covid has been made worse