I've been experiencing latency issues and packet loss intermittently over the past few weeks or so, they've worsened in the last 24 hours. It's causing issues with online gaming, streaming and VOIP. I've been monitoring it via thinkbroadband since the issues occured. I largely ignored it, but the past 24 hours have been awful. Here's the recent graphs:
The total packet loss seen in the last graph are router restarts and the last of these is a result of following instructions during a very frustrating series of conversation I had with Virgin support. It took 4 people to find someone that understood what latency and packet loss was, apparently if you can run a successful test on speedtest.net, your connection is fine, it's ridiculous. Anyway, I digress. This issue is apparent when using the Virgin SH2 as well as when the SH2 is in modem mode and I use my router, an Asus RT-AC66U. All gaming, streaming and VOIP devices in my household use cat6a cables.
I'd appreciate any help with this matter. Many thanks.
Thanks for your post! Sorry to hear that you've been having troubles with high latency and packet loss, I apologise for any inconvenience caused.
I have tested your connection from here and I couldn't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of your power levels are within the preferred ranges.
Are you still having these issues? If so, please would you include a trace route for us to see and compare with the data we have here. You can run a trace route from within the command prompt screen on your computer.
When do you notice these issues, all times of day or just specific times?
Also, how are you connected wired or wireless?
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In regards to the BQM graph for Monday, this could of been apart of the increased latency issue that has now been resolved. You can check this link for more information if you wish> BQM Graphs showing increased latency.
The last one you posted is now much better. I've checked the network and everything has come back as fine as my colleague Adam mentioned.
Have you tried the connection without the ASUS router attached to see if you get the same issue? If you can complete trace routes when you notice the spike, that would help us further.
It's incredibly hard to capture a ping spike/packet loss if they're momentary occurrences. This is the best I could do, as you can see I spiked just as I was leaving the virgin network. There's a piece of software that constantly monitors your connection, I can't for the life of me remember what it's called though. Also, I still get ping spikes/packet loss when only using the Virgin router.
Tracing route to 206-127-159-228.ncsoft.com [22.214.171.124] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms RT-AC66U-8FD8 [192.168.0.1] 2 * * * Request timed out. 3 16 ms 12 ms 12 ms exe2-core-2a-xe-023-0.network.virginmedia.net [126.96.36.199] 4 * * * Request timed out. 5 * * * Request timed out. 6 * * * Request timed out. 7 * * * Request timed out. 8 * * * Request timed out. 9 151 ms 33 ms 117 ms nrth-ic-1-ae1-0.network.virginmedia.net [188.8.131.52] 10 79 ms 15 ms 27 ms m674-mp2.cvx1-b.lis.dial.ntli.net [184.108.40.206] 11 23 ms 25 ms 39 ms ldn-b1-link.telia.net [220.127.116.11] 12 18 ms 20 ms 18 ms ldn-bb3-link.telia.net [18.104.22.168] 13 27 ms 26 ms 31 ms prs-bb3-link.telia.net [22.214.171.124] 14 37 ms 41 ms 38 ms ffm-bb3-link.telia.net [126.96.36.199] 15 40 ms 42 ms 38 ms ffm-b1-link.telia.net [188.8.131.52] 16 30 ms 30 ms 29 ms ncsoft-ic-306349-ffm-b11.c.telia.net [184.108.40.206] 17 33 ms 28 ms 31 ms 206-127-157-86.ncsoft.com [220.127.116.11] 18 * 36 ms 35 ms 206-127-157-102.ncsoft.com [18.104.22.168] 19 37 ms 31 ms 28 ms 206-127-159-228.ncsoft.com [22.214.171.124]
I found the software, it's WinMTR. I'll run some persistent traceroutes when during periods of packet loss and ping spikes and come back with some decent data.
I do, however, find it somewhat ridiculous that this wasn't suggested from the get go. Asking someone to capture random ping spikes and packet loss, in CMD with tracert, is like trying to take photos of lighting strikes.