Forum Discussion

Rishi_Chopra's avatar
Rishi_Chopra
On our wavelength
2 years ago

Latency Spikes

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one that seemed like a fix was to do with changing the settings, and unfortunately it was from 6 years ago so was quite outdated, I’ve also seen people requesting tests etc, now even though I’m a gamer I’m not quite the tech wizard, so if you request these things in the replies, could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.

Gaming
High Latency
ping spikes

54 Replies

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  • Rishi_Chopra's avatar
    Rishi_Chopra
    On our wavelength
    2 years ago

    would appreciate a response from someone on the forum team as it’s been 5 days now 

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years 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

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Yup looks like VM DoS your ping by their speed checks 

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      2 years 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's avatar
        Rishi_Chopra
        On our wavelength
        2 years 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 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years 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. 

  • Rishi_Chopra's avatar
    Rishi_Chopra
    On our wavelength
    2 years 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 

    • Rishi_Chopra's avatar
      Rishi_Chopra
      On our wavelength
      2 years 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

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years 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