BQM ping system keeps losing connection with HUB

I'm a Virgin Media customer with the GIG1 service and HUB4 currently installed.

My BQM was consistently pinging fine for many months but now it loses sync all of the time. The HUB4 occasionally reboots to apply firmware updates and such but the BQM to HUB connection drops don't align closely to any firmware update. Virgin also spent a day applying some updates to the Virgin Media cabinet like 5 months ago but that too doesn't correspond with the graphs breaking all of a sudden. The only other thing to change was my IPv4 address, I think that happened late last year sometime, I updated my BQM immediately to reflect the changes, this worked fine initially, but now it stops tracking. I don't know if that is causing the drops or not though.

If I restart the HUB the BQM graph resumes. If I delete the graph and start a fresh one that also tracks the graph until it decides to stop pinging again. The HUB4 doesn't have an option for ICMP Echo request. This HUB hooked up with the BQM straight away for me without having to make a change in the HUB configuration.

My internet connection continues to operate so it isn't in relation to internet dropouts. The HUB stats for downstream, upstream, power levels are well within the norms of the service and have been the same the entire time.

I don't know what keeps causing this and why now after so many months of working perfectly? For anybody who can't make sense out of my post I mean the 100% red packetloss. BQM pings HUB, graph stops tracking causing 100% packetloss even though the internet connection is still up.

I will link my fresh BQM graph but it'll likely break again https://www.thinkbroadband.com/broadband/monitoring/...

Sounds like the IP address your hub has is changing each time it restarts, and sometimes overnight. That is why your graph stops working, you end up pinging either another customer or an unused IP.

That's not it.

The IPv4 address assigned to the HUB is the same one used for the BQM. If I was to check what is my ip on the internet it's the same one all around. Even when I delete and start a fresh BQM the IP ThinkBroadband identifies is the same one I have been using for months. So it's definitely not a regular IP update. I would have spotted that error straight away.

In reply to a post by Firk:

I would have spotted that error straight away.

Ok, great, that's ruled out. Then perhaps there is a firewall or security feature in the hub that thinks the ThinkBroadband ping box is malicious and blocks it after time. Some DSL routers are known to do this. (I have a VM Hub 3 in modem mode, so have no idea if the newer hubs do this).

The BQM isn't losing connection with the hub like your topic title suggests.
It's entirely the hubs fault. It simply stops responding to the pings that are still being sent.

There's been quite a few reports of Hub 4's doing that with BQM's on here and the Virgin forums. They aren't affected in modem mode (obviously).

I haven't seen the same reported about Hub 5's. Try get your hands on 1 from Virgin, though they are in very short supply right now.

Edited by j0hn83 (Mon 27-Feb-23 14:19:10)