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Fauztinuk
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Lag spikes and unstable ping in online games

Hi there I wonder if you could help me?.

These last few weeks I've had constant unstable ping and random lag spikes whilst playing various online games. I also had buffering issues with Netflix and other streaming video sites.

The issue seems to rectify itself for around a day if I restart the router which I shouldn't have to keep doing. I am using a wired connection for my PC which is what I'm gaming on and wireless for my phone, tv box etc.

I rang twice last week due to this issue and I feel as I was fobbed off by the  call centre staff there. I was told to reset my router and that they would "Complete technical processes". After this they said has been fixed and there would not be any more problems which there are. 

I'm pretty unhappy about the way I've been spoken to by the call centre staff as they would not acknowledge that I had a proper problem which I clearly do.

Here are the logs from my router. I'm using a SuperHub.

Modem Initialisation Stage Status

Downstream AcquisitionLocked
Primary Frequency203000000 Hz
DHCPComplete
TFTPComplete
Time Of Day15:07:24
SecurityEnabled
Counters T1,T2,T3,T4,Sync,Resets0, 0, 1, 0, 0, 0

 

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors
Locked1203000000 HzQAM2563.7 dBmV43.2 dB993947
Locked2211000000 HzQAM2563.9 dBmV43.2 dB986913
Locked3219000000 HzQAM2563.6 dBmV43.2 dB984422
Locked4227000000 HzQAM2563.2 dBmV43.2 dB994912
Locked5235000000 HzQAM2564.9 dBmV43.2 dB15545149
Locked6243000000 HzQAM2564.7 dBmV42.6 dB1538717
Locked7251000000 HzQAM2564.5 dBmV42.5 dB1565211
Locked8259000000 HzQAM2564.1 dBmV42.1 dB1574146
Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked1123600000 HzATDMA31.3 dBmV64QAM640000030720 Kbits/sec
Locked936800000 HzATDMA34.5 dBmV64QAM640000030720 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec

 

Network Log

Date Time Error Number Error Description
 12/11/2016  02:46:50  82000500  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
 11/11/2016  22:26:41  2436694078  TOD established 

 

 

 

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Vdera
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Re: Lag spikes and unstable ping in online games

I can almost guarantee this is due to VM over-subscribing in your area.  They're doing it all over the country; taking on too many customers which is straining their network at peak times.  I've been having issues like this for about a month and I'm told the issue wont be resolved until March.

I pay for the 200Mbit service.  During peak times I get about 1% of that speed with pings up to 400ms.

Customer service are a joke, and you'll easily wait a week on here for an official reply.  You're better off contacting them via Facebook

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Fauztinuk
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Re: Lag spikes and unstable ping in online games

Hi Vdera,

I don't use facebook but hopefully the forum team will get back to me soon. I am annoyed that the call centre has fobbed me off twice when I know there's a problem. I don't see why they can't just elevate to a higher level and ask an engineer to look at it.

Here's my broadband monitor log by the way

There does appear to be something very wrong with my connection so I'm hoping VM sort it out soon!

My Broadband Ping - Virgin Media PC

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Superuser
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Re: Lag spikes and unstable ping in online games


Fauztinuk wrote:

Hi Vdera,

I don't use facebook but hopefully the forum team will get back to me soon. I am annoyed that the call centre has fobbed me off twice when I know there's a problem. I don't see why they can't just elevate to a higher level and ask an engineer to look at it.

Here's my broadband monitor log by the way

There does appear to be something very wrong with my connection so I'm hoping VM sort it out soon!

My Broadband Ping - Virgin Media PC


That BQM is horrible. Which Super-hub do you have?

 


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Fauztinuk
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Re: Lag spikes and unstable ping in online games

I believe it's the 1st gen super hub that I have VMDG480 is the model number for it.

 

Also had to restart my hub tonight as all connections dropped on it again including my wired connection. Even though last week I was told by the call centre that it had been fixed and wouldn't happen again.  I'm really annoyed with the way I've been treated by VM at the moment as I've been a customer with them for a number of years. 

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Superuser
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Re: Lag spikes and unstable ping in online games

Yup that's SHUB1

Two options

  • Modem mode and your own router <=the best solution
  • 150, thinking of leaving us, tell them that your having to reset your HUB repeatedly, that the latency keeps ramping, the WIFi is constantly disconnecting and the range is unacceptable ,  and its not fit for purpose. You should be able to snag a SHUB2 or SHUB2AC (preferably) <=the cheap solution.

Take your pick.

 

 


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