Hi all, had VM installed around 10 days ago now, I have the Hub 5x, whether it’s wireless, or with Ethernet hooked up to my Xbox (which is the main annoyance) I have high latency spikes that last around 10 seconds, I would say these occur around every 30 minutes, now that may not sound awful but for a competitive gamer it can get quite frustrating, is there any way to fix this, when I run the ping test on CMD the ping spikes to over 2000, and when I log in online to view my Hub 5x settings, when I run the network diagnostic tool, it says that my home network has a few problems, and it highlights the part saying “checking Ethernet connections” I’ve read quite a few of the posts involving latency spikes and the only one that seemed like a fix was to do with changing the settings, and unfortunately it was from 6 years ago so was quite outdated, I’ve also seen people requesting tests etc, now even though I’m a gamer I’m not quite the tech wizard, so if you request these things in the replies, could you explain it easily for me as I do have a hard time following instructions sometimes.

their response to me after asking if they contacted the team was“Kindly follow these steps on how to turn off automated speed tests:👉Click the "End Automated Test / Escape" button in the upper right corner.👉Use the command "Command + Shift + P" and type "SETTINGS.JSON" to open the workspace settings (JSON).👉Add "jest.autoRun": {} to the settings.json file to disable automated tests.Please let us know if it worked.”Not sure if they were asking me to do this as I hadn’t even been directed to a specific website to perform these actions or if this was a certain teams response to them, but since this message the latency spikes for me have stopped

Just to note that I can see no provision in the current Ts and Cs that enables VM to do this open ended and network wide remote speed testing. You could call customer services and ask for it to stop in your case and/or raise a formal complaint about it as being a unilateral breach of contract that is adversely affecting your connection. https://www.virginmedia.com/legal

Its simple VM stop DoS peoples connection for USELESS Statistics! We know your staggering the hubs to do speed test which means nothing! How about you synchronization all hub to do speed test at the same time! No! I wonder why because its useless no matter what way you do it SO STOP PLEASE!In fact I have a great idea! passive Statistics!

Say you want modem modeor set up a auto download and upload of something you don't need all the time non stop for days on end then blame VM if they stop their speed tests you stop yours

update on this, took it to Ombudsman and their decision was that no remedy to be provided, during this entire process Virgin haven’t even acknowledged that these tests on the hub exist, there’s obviously an option to challenge this decision but wondering if there’s any point as apparently clause F.2 states “We reserve the right to upgrade and update the system, the equipment and the services from time to time and you agree that we may do so” and clause F.3 states “We will not be liable for any interruptions, reception, picture degradation or other problems with the services which are beyond our reasonable control. You agree that you will tell us about any fault in the services and equipment by contacting our customer services team, who will aim to respond as promptly as possible. In many circumstances it is possible to correct a fault over the phone. If this is not possible and we think a technician can correct a fault, we will send a technician to try to do this.”

Latency Spikes | Virgin Media Community

Client62
Alessandro Volta
8 months ago
Apart from using a network cable from the Hub to the Game Consoles,
I doubt there are any VM Hub setting that can be made to affect / reduce latency.

VM do have this test with reports Latency to the Hub as well as to the end device :
https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to display Latency / Jitter / Packet loss / Upstream rate
Cardiffman282
Trouble shooter
8 months ago
Sounds like the automated remote speed tests VM is still doing with Xgs-pon connections.
Set up a BQM to further monitor your connection https://www.thinkbroadband.com/broadband/monitoring/quality
You are now 10 days in so keep in mind your 14 day cooling off period.
- Rishi_Chopra
  On our wavelength
  8 months ago
  I see, is there any way to stop these automated remote speed tests, I read one thread about someone complaining about latency spikes and mentioned these tests, he rang up customer support and after hours he asked if they could stop the automated remote speed tests for him specifically, and they said they’re not sure if they're able to do that but would check, and after the phone call by coincidence or them actually being able to stop the tests, his latency issues were gone
Rishi_Chopra
On our wavelength
8 months ago
should also note that with Ethernet connection I only get a download speed of around 90mbps and wireless is around 136mbps, (feels like it should be the other way around) but I’ve tried playing on the console with both types of connections and both result in the same amount of latency spikes
Client62
Alessandro Volta
8 months ago
Reaching around 90Mb/s over a network cable usually means the connection de-rated to 100Mb/s,
if you can see this is the case in the Hub menus try a different network cable.
legacy1
Alessandro Volta
8 months ago
If your testing by laptop on wire it might not have a 1Gb network card
get this
BENFEI 2in1 USB-C/USB 3.0 to Ethernet Adapter with 3*USB 3.0 Ports Compatible for iPhone 15 series, MacBook Pro/Air 2023/2022/2021/2020/2019 and More : Amazon.co.uk: Computers & Accessories
better cable should you need it
3m Cat6 Ethernet Cable Lan Patch Cat 6 Cables Internet Rj45 Plug 1Gbit/s SFTP PIMF - white - 1 piece 3m : Amazon.co.uk: Computers & Accessories
Rishi_Chopra
On our wavelength
8 months ago
my BQM results
- Cardiffman282
  Trouble shooter
  8 months ago
  Just to note that I can see no provision in the current Ts and Cs that enables VM to do this open ended and network wide remote speed testing. You could call customer services and ask for it to stop in your case and/or raise a formal complaint about it as being a unilateral breach of contract that is adversely affecting your connection. https://www.virginmedia.com/legal
  - Rishi_Chopra
    On our wavelength
    8 months ago
    will definitely attempt to contact them and bring this up, however I’ve heard so many complaints about it being so difficult to get through to a real human, do you know the best way to get through to them or do I just have to call and hope I eventually get lucky
legacy1
Alessandro Volta
8 months ago
Yup looks like VM DoS your ping by their speed checks
Rishi_Chopra
On our wavelength
8 months ago
would appreciate a response from someone on the forum team as it’s been 5 days now
- Gareth_L
  Forum Team
  8 months ago
  Hi Rishi_Chopra
  
  Thanks for your first and welcome to our community.
  
  We're sorry to hear about the latency spikes you are getting.
  
  We are able to run a few tests from here to check hub, check levels etc.
  
  However with the Hub 5x it is normally dealt with by a specialist team.
  
  Can we ask if you have been able to contact our team since your last post?
  
  Gareth_L
  - Rishi_Chopra
    On our wavelength
    8 months ago
    yes and they couldn’t seem to help
legacy1
Alessandro Volta
8 months ago
Its simple VM stop DoS peoples connection for USELESS Statistics! We know your staggering the hubs to do speed test which means nothing! How about you synchronization all hub to do speed test at the same time! No! I wonder why because its useless no matter what way you do it SO STOP PLEASE!
In fact I have a great idea! passive Statistics!
jpeg1
Alessandro Volta
8 months ago
Make sure the technician sees the BQM trace, and please post any progress here to help others with the same problem.

Forum Discussion

Latency Spikes

Related Content

Latency Spikes

Huge latency spikes

Latency Spikes (BQM included)

Frequent high latency spikes

Intermittent Broadband dropouts and latency