Menu
Reply
  • 38
  • 0
  • 6
Sceliphron
On our wavelength
657 Views
Message 1 of 38
Flag for a moderator

Games unplayable due to terrible ping

So....

My internet speed has been terrible for months with download speeds going from 70 Mbps down to 5 Mbps during peak times. But at least I was able to play online games without much problems.

After numerous phone calls and forum discussions I decided to leave VM and find another ISP. My last day with them was supposed to be 11 November 2016. As soon as I declared I wanted to leave I got bombarded by phone calls both on my landline and my mobile phone offering me all kind of deals only to keep me as a customer. So eventually, after been promised that all problems were due to be fixed "any day now" I decided to stay with VM... and starting to regret my decision.

For roughly the last 2 weeks I've been unable to play any online FPS games due to terrible lag spikes. When looking for a new server (Battlefield 1, Battlefield 3, Battlefield 4, Battlefield Hard line, Counter Strike  GO, and many more) I naturally select the server with the lowest ping i.e. 20-30 ms. As soon as I am in game my ping starts to fluctuate horribly. One moment is 35 ms, 10 seconds later goes up to 220 ms, then suddenly drops to 80 ms and so on. The "rubber-banding" effect I am getting is absolutely off-putting. But even while staying in the menu with the server list I could see my ping going up and down every few seconds. 

I am in Edinburgh (EH8 area). Playing on PC with wired connection with the latest Superhub 3.0. I have tried resetting the router and my PC numerous times to no avail. I can't take it anymore. I want to be able to play on a RELIABLE connection. I don't care about the speed, but please.... I need a stable ping...

0 Kudos
Reply
  • 514
  • 27
  • 121
deviousiphone
Rising star
651 Views
Message 2 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Seems to me you have contention in your area, which is why they have stated they are fixing the problem, however they always push back the dates for that for sometimes around 18months, but being as they have told you its being fixed perhaps they are at the end stages of upgrading the network, could you post your routers power levels and network log? You can do that by going into its settings don't sign in and click router status the button top right usually, then you can see the downstream and upstream levels etc just to rule out any other problems, it can't be wireless interference as you say you are using a wired connection.
0 Kudos
Reply
  • 38
  • 0
  • 6
Sceliphron
On our wavelength
642 Views
Message 3 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Hello deviousiphone,

thank you for replying. I have already received numerous text messages from VM with the same text: "Hi, this is Virgin Media, we've fixed the network problem and everything should be working fine now". Sadly nothing seem to be fixed.

I'll try and post the results you asked for although with this new Superhub 3.0 which they sent me a couple of weeks ago menus are quite different. As a side note, that "new super'-duper router" was supposed to have an "immediate positive effect" on my connection according to the person from VM who arranged it for me. It didn't do anything at all.

I hope that's what you needed to see (mind you I reset the router very recently).

Cable Modem Status Item Status Comments

Acquired Downstream Channel(Hz)
307000000
Locked
Ranged Upstream Channel(Hz)
25800000
Locked
Provisioning State
Online
 

 

Network Log Date And Time Error Number Event Description
2016-10-28 02:40:13.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:41:45.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:42:21.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:43:25.0082000900B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:43:28.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:43:38.0084000500SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:44:15.0082000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:44:32.0084020100Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:44:48.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:45:53.0082000700Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-28 02:46:53.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-01 05:38:59.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-01 20:47:20.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-02 01:52:07.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-02 08:36:35.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-02 08:36:35.0068010600DHCP Renew - lease parameters tftp file-V0d8310cb0396200.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-03 17:29:26.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-05 12:45:56.0069010200SW Download INIT - Via Config file
2016-11-05 13:01:32.0069011200SW download Successful - Via Config file
2016-11-06 05:55:39.0082000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 38
  • 0
  • 6
Sceliphron
On our wavelength
641 Views
Message 4 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Downstream bonded channels

Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

13070000006.840.3256 qam14
23230000006.540.9256 qam16
33150000006.540.3256 qam15
42990000007.140.9256 qam13
52910000006.640.9256 qam12
62830000006.640.9256 qam11
72750000006.540.9256 qam10
82670000006.840.9256 qam9
92590000006.840.9256 qam8
102510000006.840.9256 qam7
112430000006.640.9256 qam6
122350000006.840.3256 qam5
13227000000740.9256 qam4
142190000006.940.9256 qam3
15211000000740.3256 qam2
16203000000740.3256 qam1

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

825800000ATDMA4316 qam64000005120
732600000ATDMA4316 qam64000005120
0 Kudos
Reply
  • 38
  • 0
  • 6
Sceliphron
On our wavelength
637 Views
Message 5 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

I just uploaded a short video of the latency fluctuation to a random Battlefield 4 server. Video was taken not even 10 minutes ago.

https://www.youtube.com/watch?v=Twz5oXM0uJE&feature=youtu.be

0 Kudos
Reply
  • 514
  • 27
  • 121
deviousiphone
Rising star
634 Views
Message 6 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Setup a thinkbroadband ping quality monitor on you connection its always good having a ping graph to see whats going on, if i'm reading your power levels correctly they look with acceptable ranges, ever been told about high peak time traffic or contention? Setting up a ping monitor will highlight this anyway.

http://www.thinkbroadband.com/ping

You will need to allow ICMP ping requests in the routers settings the bottom of this page will give you a rough idea on how to do that

http://www.thinkbroadband.com/faq/sections/bqm.html



0 Kudos
Reply
  • 514
  • 27
  • 121
deviousiphone
Rising star
632 Views
Message 7 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

For my question about peak time traffic I can see you already mentioned that and my mind wondered onto the thought without recognising you already mentioned it Smiley Tongue

0 Kudos
Reply
  • 38
  • 0
  • 6
Sceliphron
On our wavelength
616 Views
Message 8 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Hey,

thank you for taking interest in my issue and suggesting the Broadband Quality Monitor. I'm not sure I'm entirely comfortable with using/installing it though. I think I'll pass for now. What I'd really like is for Virgin to admit there is a real issue in my area, and giving me an honest ETA on solving it.

Last time I had issue with the internet it took roughly about 8 months to be fixed. Now, I'm just left with empty promises and unclear and dishonest beating around the bush. After complaining so many times they decided to cut the price in half which does help, but ultimately doesn't solve my problem. I'd be more than happy to pay the full price for my package... frankly, I'd pay even more, if in return I get a reliable internet connection.

I just want some honesty from VM... It can't be that hard.

0 Kudos
Reply
  • 297
  • 15
  • 39
Forum Team
Forum Team
547 Views
Message 9 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Hi Sceliphron,

 

I’m sorry to hear about the issues you are having with your broadband, I have had a very quick look in your account and it seems to be that this issue is resolved?

 

We would love to hear how you are getting on Smiley Happy

 

Chat soon,

 

 

Kelly

0 Kudos
Reply
  • 67
  • 1
  • 25
Hydrops
Dialled in
522 Views
Message 10 of 38
Flag for a moderator

Re: Games unplayable due to terrible ping

Hi Kelly,

the exact same issue being described by Sceliphron is plaguing my internet connection, EH11 area Edinburgh. After calling up and talking to VM staff I'm being told that it is an over utilisation issue and that they are upgrading the area. Well how about you don't sell a product that you cannot deliver on.

Getting consistently shafted by highly fluctuated ping during "peek" all daylight hours.
0 Kudos
Reply