Multiple BQM graphs showing 100% Packet Loss/Drop outs

Hello,

I've been a user here since April as I've been monitoring my virgin media broadband after having this issue for over 10 months, I've since had 3 engineers out to my address to attempt to solve the issue by replacing cables and 3 new superhub boxes.

I have attached below my BQM for the 3rd new hub that was installed today

My Broadband Ping

I have other BQM's from our previous hub that was showing the same issues with drop-outs at random times,

This issue only occurs when the Virgin hub is in WIFI mode, when it's in modem mode and we use a Third-party TP Link router we have zero issues.

I can't get to the bottom of what's causing it.
Any help is greatly appreciated towards troubleshooting


Thanks

Edited by mortx (Mon 16-May-22 22:22:35)

Is the connection actually dropping out at those times - or is it just the router dropping pings?

It's dropping out at those times when you see the packet loss,
I have to restart the modem to regain connection
as we speak it's literally dropped out again 5 minutes ago so twice now in the space of 22 hours bare in mind this has just been installed

i'm at a loose end as to what could be causing it

thanks

In reply to a post by mortx:

It's dropping out at those times when you see the packet loss,
I have to restart the modem to regain connection
as we speak it's literally dropped out again 5 minutes ago so twice now in the space of 22 hours bare in mind this has just been installed

i'm at a loose end as to what could be causing it

thanks

Are you still having problems?
I’ve been having the same problem for some time. VM have changed the cable, the connectors & the Hub but nothing has helped. They’re reluctant to do a re-pull & suggested I separate the SSIDs by adding G2 (for 2.4Ghz) & G5 (for 5Ghz).
I looked into this further & found that turning off the Hub’s Firewall solved the problem.

In reply to a post by Bastet:

In reply to a post by mortx:

It's dropping out at those times when you see the packet loss,
I have to restart the modem to regain connection
as we speak it's literally dropped out again 5 minutes ago so twice now in the space of 22 hours bare in mind this has just been installed

i'm at a loose end as to what could be causing it

thanks

Are you still having problems?
I’ve been having the same problem for some time. VM have changed the cable, the connectors & the Hub but nothing has helped. They’re reluctant to do a re-pull & suggested I separate the SSIDs by adding G2 (for 2.4Ghz) & G5 (for 5Ghz).
I looked into this further & found that turning off the Hub’s Firewall solved the problem.

See https://forums.thinkbroadband.com/bqm/t/4718982-keep...

In reply to a post by Bastet:

I looked into this further & found that turning off the Hub’s Firewall solved the problem.

This is the second time I've seen you post this and as there is no comment about only temporarily turning it off (to prove the issue) I am concerned for your internet security.

Turning the router’s firewall on again only makes the problem return. If the OP is concerned about the problem this is the only way to correct it.

I still have a Firewall via Defender + MalwareBytes.
I’m not a newbie to computers & have been fixing my own PC problems for over 20 years.

My help is obviously not welcome so I’ll not bother helping other users here.

In reply to a post by Bastet:

I still have a Firewall via Defender + MalwareBytes.
I’m not a newbie to computers & have been fixing my own PC problems for over 20 years.

Honestly this really isn't good advice. Telling others to turn off their firewall without knowing what devices are on their local Lan or Wlan is beyond belief.

Edited by deleted (Fri 12-Aug-22 14:16:40)

In reply to a post by Bastet:

Turning the router’s firewall on again only makes the problem return. If the OP is concerned about the problem this is the only way to correct it.

Sometimes disabling firewall disables protection against incoming scans over the NAT, which is the case on my ASUS.

Surely you've looked for a "ICMP ECHO" or "Eanble Ping on WAN" setting separate to the firewall?

On the Virgin Hub 3 it is known as "WAN Ping Respond". I've not seen a Hub 4.

If your Hub is in Modem Mode then you need to look fro the setting on your third party router.

In reply to a post by dect:

In reply to a post by Bastet:

I still have a Firewall via Defender + MalwareBytes.
I’m not a newbie to computers & have been fixing my own PC problems for over 20 years.

Honestly this really isn't good advice. Telling others to turn off their firewall without knowing what devices are on their local Lan or Wlan is beyond belief.

If you’re uncomfortable in your car seat… just don’t wear that pesky seatbelt 🙈