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.
7:30pm Tracing route to jolt.co.uk [22.214.171.124]over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 47 ms 46 ms 47 ms oxfd-bam-1.network.virginmedia.net [126.96.36.199] 3 254 ms 258 ms 256 ms oxfd-core-1b-ge-015-15.network.virginmedia.net [188.8.131.52] 4 277 ms 271 ms 288 ms brnt-bb-1b-xe-703-0.network.virginmedia.net [184.108.40.206] 5 265 ms 260 ms 244 ms brnt-bb-1a-ae0-0.network.virginmedia.net [220.127.116.11] 6 286 ms 269 ms 265 ms nrth-bb-1b-as4-0.network.virginmedia.net [18.104.22.168] 7 279 ms 290 ms 305 ms tele-ic-1-as0-0.network.virginmedia.net [22.214.171.124] 8 283 ms 265 ms 254 ms linx-brocade1.netrino.co.uk [126.96.36.199] 9 352 ms 368 ms 329 ms bs1-core.netrino.co.uk [188.8.131.52] 10 233 ms 226 ms 236 ms bruce.ferrago.net [184.108.40.206]
Tracing route to www.bbc.net.uk [220.127.116.11] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 43 ms 42 ms 43 ms midd-bam-1.network.virginmedia.net [18.104.22.168] 3 298 ms 281 ms 291 ms midd-core-1b-ge-112-15.network.virginmedia.net
10.49pm Pinging 22.214.171.124 with 32 bytes of data: Reply from 126.96.36.199: bytes=32 time=318ms TTL=62 Reply from 188.8.131.52: bytes=32 time=339ms TTL=62 Reply from 184.108.40.206: bytes=32 time=361ms TTL=62 Reply from 220.127.116.11: bytes=32 time=301ms TTL=62 Packet loss on this ping = 5%
Tracing route to jolt.co.uk [18.104.22.168]over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 41 ms 40 ms 45 ms midd-bam-1.network.virginmedia.net [22.214.171.124]
3 364 ms 429 ms 402 ms midd-core-1b-ge-112-15.network.virginmedia.net [126.96.36.199]
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