Lag Spikes
I've been experiencing high ping and packet loss on an ethernet connection. Speeds are fine, however these issues make online gaming pretty much unplayable. Going by the patterns shown on the BQM, I'...
Forum Discussion
Hey aiden4462, thank you for reaching out and I am sorry to hear you are having some connection issues.
I've taken a look and I can see you've spoke to the team about this, did they manage to get this sorted out for you?
No, this issue has not been resolved. A technician visited earlier today and informed me that all the stats looked fine from their end. However, when I asked about the latency spikes clearly shown on my BQM, they were unable to explain the cause and simply claimed it must be an issue on my side—without providing any evidence or a plausible explanation for this assertion. In the end, they didn’t do much beyond moving my ethernet cable to a different port, run a few speed tests and tell me that there was nothing more they could do.
I am confident the problem is not on my end. The BQM consistently shows significant latency spikes, which are clearly indicative of an ongoing issue. Despite this, the technician seemed more focused on pointing out that my upload and download speeds were "fine." This completely misses the point, as the problem I reported was never related to speeds but to latency and packet loss.
I'm currently 18 months into trying to get mine sorted. Virgin told me i needed to upgrade which did nothing. Was told because I installed a free game on the PlayStation that's why my Netflix on the chromecast kept dropping....
Waited nearly a month for a cable replacement as apparently the cable outside was faulty. That gone done yesterday and it's still the same.
Went back onto live chat " all looks good our end" try to explain your BQM is recording the spikes but they are just not interested. I've got BQM set on thr neighbours ip too which is spiking aswell but no doubt I will get another engineer come and check my hub and say it's fine
aiden4462 wrote:However, when I asked about the latency spikes clearly shown on my BQM, they were unable to explain the cause and simply claimed it must be an issue on my side—without providing any evidence or a plausible explanation for this assertion.
Yes VM you went to all the trouble of router mode so that BQM would ping YOUR equipment only to still show a problem how ironic.🤔
The problem is upstream and Docsis not so good at fair bandwidth scheduling timing for everyone in the area in fact I wouldn't put it past VM to make the scheduling so thats it bandwidth over latency and let the upstream buffer to hell
Sorry to hear the issue persists after an engineer appointment aiden4462 We can understand the frustration caused and we want to best help from here. Can you let us know if service has improved since the last posting? We have run some tests and everything seems fine.
Thanks,
The situation hasn't improved, I'm still experiencing high latency spikes and packet loss. I'm unsure what tests you're running, but there's a BQM attached to my original post which provides a clear picture of the situation. The graph is practically painted with huge yellow spikes, which is the opposite of 'fine'.
Hi aiden4462,
Thanks for coming back to us again on this one.
We've had another look at the network and cable you're on but there is nothing standing out to suggest any high utilisation or network fault.
We can see you posted an image of a previous BQM but unable to see the live link. Can you link this for us please?
The only other thing we can do from here at this point, would be to book another engineer visit however as there is nothing showing this end to suggest any type of fault - it may end in a £25 charge which is something we want to avoid.
Pop back to us with the live URL link and we can go from there.
Thanks,
