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Posts: 22
Registered: ‎15-09-2010

High Ping? - Send this to HEAD OFFICE

[ Edited ]



If everyone who experiences high pings in peak hours sends this to head office. They should resolve, or compensate their users:
Dear Virgin,

As a paying Virgin National Broadband service, I have recently been experiencing poor service with my Broadband service.
During peak hours (between 6pm and 12am), my Ping(Latency) to all websites and gaming servers using your network is increased from 50ms to 300-1000ms.

This is unacceptable. A broadband service should offer the following:
1. A stable connection regardless of time of day
2. A network infrastructure that is capable of running effectively regardless of the number of users active and/or time of day.
3. A service that does not effect my usage of the Internet service provided (EG: i cannot play online games due to the higher pings in peak hours)

The above issue has been posted on "My Virgin Media" by many virgin national users. These users have then been "fobbed" off by the Virgin staff members.

I have spoke to Virgin Accounts to receive compensation for the lack of service is peak hours, this has resulted in this letter to you, as they are unable to assist me. Your management team on duty tried to blame the issue on BT.

Please find attached below, evidence of the high pings received during peak hours. It doesn't take a rocket scientist to see that the "MIDDLES-BOROUGH and OXFORD VIRGIN NETWORK" is the cause of the issue.

Tracing route to []over a maximum of 30 hops:
 1    <1 ms    <1 ms    <1 ms
 2    47 ms    46 ms    47 ms []
 3   254 ms   258 ms   256 ms []
 4   277 ms   271 ms   288 ms []
 5   265 ms   260 ms   244 ms []
 6   286 ms   269 ms   265 ms []
 7   279 ms   290 ms   305 ms []
 8   283 ms   265 ms   254 ms []
 9   352 ms   368 ms   329 ms []
10   233 ms   226 ms   236 ms []

Tracing route to []
over a maximum of 30 hops:
 1    <1 ms    <1 ms    <1 ms
 2    43 ms    42 ms    43 ms []
 3   298 ms   281 ms   291 ms

Pinging with 32 bytes of data:
Reply from bytes=32 time=318ms TTL=62
Reply from bytes=32 time=339ms TTL=62
Reply from bytes=32 time=361ms TTL=62
Reply from bytes=32 time=301ms TTL=62
Packet loss on this ping = 5%

Tracing route to []over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms
  2    41 ms    40 ms    45 ms []
  3   364 ms   429 ms   402 ms []

note: please also refer to "" for more evidence by other users.
I would like the following to be resolved or I will choose alternative ISP services which can handle and maintian their hardware as per user base levels:

1. 1st and foremost, the high pings in peak hours needs to be resolved. My ping should stay "stable" at all hours. My ping should not suffer and effect my use of the service simply because your network is either over capacity and/or not maintianed correctly.

2. Compensation for the reduced service. I would expect to recieve at least a months free service as i am unable to use the internet for online gaming during peak hours.
Kind Regards



Bright Spark
Posts: 40
Registered: ‎15-06-2010

Re: High Ping? - Send this to HEAD OFFICE

Where should i send this to? I've already tried the CEO, but has passed me off to, quite frankly, an idiot.

Posts: 22
Registered: ‎15-09-2010

Re: High Ping? - Send this to HEAD OFFICE

8. Customer complaints procedure

Complaints to Virgin Media can be made in writing to:


Virgin Media (National Broadband complaints)

160 Great Portland Street


taken from

Fresh as a Daisy
Posts: 1
Registered: ‎02-03-2011

Re: High Ping? - Send this to HEAD OFFICE

I am having this problem.  I have tried phoning Virgin with no luck - I do not really understand the 'ping' thing, but I did a 'ping test' and during the day it is fine, then it goes up in the evening.


Can you let me know what I have to do to get my results like you have posted yours?


I want to be well armed when I phone them up.