About two weeks ago, I started lagging very badly in online games. I've been running a broadband monitor at thinkbroadband and saw that my ping was spiking very high, and very frequently. However, the lag began to ease off, and the spikes began to become less frequent, but still very consistent. I compared the results to a friend's in a nearby area, and saw that, while my broadband had improved, it still wasn't nearly as clean it should be.
Over the last weekend, the lag came back. I checked my monitor today, and the ping spikes had become so frequent and high that it was less of a "spike" and more of a "wall".
This is my monitor from today, at time of writing.
I'm at a bit of a loss on how to solve the issue. My devices are wired, and my download and upload speeds have been checked and usually seem to be normal. I've tried restarting the router, but it made no difference. I think I have an original SuperHub, or at the very least I haven't found any identifying marks that would say it's a SuperHub 2 or 3.
I've tried powering off the router, which fixed the issue for a few hours, but before long the spikes have returned. It's not as bad as it was, but there is still definite spiking, and it's been gradually getting worse.
I've tried running the hub in modem mode three times now over three nights, but each time the monitors on thinkbroadband have given me no data. I have tried disabling firewalls and running new tests but each time the test has come back with nothing. The graphs have just been full red bars.
It's unfeasible for me to run in modem mode any more than that, as there are several internet users in the household, so I am unable to restrict the internet to a single machine. I can't really test whether or not modem mode is making any significant difference.
So I've called Virgin Media about this issue that I'm having, and quite frankly, I'm appalled. The people I spoke to seemed to have no concept of what "ping" or "latency" were, but because my download speed appears fine, I'm apparently having no issues whatsoever, in spite of my Broadband monitors coming back with results like this fairly consistently for almost a month now.
And because my Playstation 4 is my device I'm having issues on (because it's the device I use for online gaming, and thus requires low latency, and is connected via ethernet cable), I was passed to a "premium" service that had the operator attempting to charge for a troubleshoot on my PS4. I've taken my PS4 elsewhere, ran it on other people's internet and had absolutely no issues whatsoever. I've posted ping tests, ran my Superhub in modem mode three times and not been able to get any results (even though I set up new monitors on the new IP address).
I've had some replies from people on this forum offering ideas, but only one reply two weeks ago from the forum team, and have been ignored since then. If I can't get help here, and I can't get help calling customer support, quite frankly I'm at a loss of what to do. The only reason we're paying for the internet we have at the moment is for online gaming, and if it's not going to work anymore, should I simply cancel my subscription and look at other ISPs?