Dave sent me his ip address and dynamic DNS domain and both are responding to pings (and the dns is resolving to the same IP).

In case anyone is interested here is a tracert with the initial nodes inside my network removed and the final address redacted:
4 * * * Request timed out.
5 16 ms 13 ms * 62.172.102.136
6 15 ms 13 ms 16 ms 62.6.201.201
7 13 ms 13 ms 12 ms 109.159.253.63
8 * * * Request timed out.
9 25 ms 26 ms 20 ms brad-core-2a-ae17-0.network.virginmedia.net [62.254.42.250]
10 * * * Request timed out.
11 32 ms 34 ms 32 ms [redacted]

I'm on EE but also able to ping from my work connection via a leased line.

Edited by ian72 (Tue 28-Jan-25 08:49:20)

I've had it confirmed that the router does indeed respond to ICMP requests from external connections that aren't Virgin Media connections so I am still at a loss to understand why the monitor I set up isn't working.

I set up a BQM to the address you gave me. I am NOT seeing 100% packet loss - but I am seeing very high packet loss. That suggests there are responses but that it is very poor.

This is the live graph here

Thanks guys, I really appreciate the effort you're putting to help me with this - yes, initially i was getting 100% (or pretty damn close to) packet loss but when I've checked the initial one i set up I'm seeing the same:

22/01/25 graph

27/01/25 - this is where it seems to be slightly less than 100% packet loss graph


and today's: graph


Still a long way from the odd packet being lost!

Once again, many thanks for everything you're doing to help with this - I'm beginning to think I should put some form of monitoring box on the inside of the network - I've got a Raspberry Pi 3B which I might investigate putting something on to monitor as the form factor lends itself to being placed in the vicinity of the router which is on a shelf in a kind-of public area.
I could run an ethernet cable to a PC (I've got an old PC I was going to run pfSense or OPNsense on at home) - I don't want to run that permanently because it's way overkill for what we need - Ive used pfSense in my previous job and thought it was excellent for combining the 2 ADSL connections we had plus a mobile backup and allowing RDP over SSH for remote workers.

Cheers.

Edited by Daveytee (Tue 28-Jan-25 12:57:47)

And for those who are wondering why I've not contacted VM about this - yes I have but currently am unable to because the connection we have was facilitated by a third party (charity) and we get through our local council.

For some reason nobody seems to have considered that as it's our connection, we might need to speak to VM about it rather than the local council, who, I would imagine have neither the time nor the resource to come out and get the info VM want every time they ask for something.

I'm currently in the process of finding out who I need to speak to to get the ability to discuss the problems with our connection but thought I might as well use this opportunity to gather some intel so I've got something to go back to them with - I've even got screenshots of the router showing no WAN IP address and the DOCSIS Event log showing errors.

I get the feeling that maybe VM do some sort of blocking from TBB due to the amount of monitors set up - perhaps they see it as a potential network attack. I pinged your address for a couple of hours from my home laptop - about once a minute it fails 3 or 4 pings but otherwise kept pinging fine so it looks like it isn't a general block on the router.

Thanks, that's exactly the same as I see when I ping from home. Your explanation sounds entirely feasible

In reply to a post by ian72:

I get the feeling that maybe VM do some sort of blocking from TBB due to the amount of monitors set up - perhaps they see it as a potential network attack.

This would be something on the business router; or in the L2TP tunnel they provide for business services (to give IP address options) that consumers don't have.

I guess the OP needs to go through every screen in the Hitron router; and ask in the VM forum here on TBB.