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that seemed like a fix was to do with changing the settings, and unfortunately it was from 6 years ago so was quite outdated, I’ve also seen people requesting tests etc, now even though I’m a gamer I’m not quite the tech wizard, so if you request these things in the replies, could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

54 Replies

Rishi_Chopra
On our wavelength
11 months ago
update on my issue, just wanna firstly give a massive shoutout to Hayward as even after having his issue with this fixed, he didn’t get quiet, he kept making noise about the issue, I saw a post today that someone contacted the twitter team and were able to have these tests stopped, so I contacted them, told them my issue and said that I saw a post saying that they were able to contact the XGS-PON team directly to ask about the tests being stopped, and since their reply at around noon, there has been no massive latency spike 🥳
- Rishi_Chopra
  On our wavelength
  11 months ago
  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
  - haywardgg
    Dialled in
    11 months ago
    That was for the support tech. Luckily that's all they accidentally forwarded to you. 😆
    Glad it got your problem sorted.
    Enjoy 😉
Rishi_Chopra
On our wavelength
11 months ago
perhaps I spoke too soon 🙃
- haywardgg
  Dialled in
  10 months ago
  Has it settled down?
  Remove all devices from your router for a few hours, even disable WiFi.
  Just to rule out something on your network.
  What package are you on again?
  - Rishi_Chopra
    On our wavelength
    10 months ago
    M125 Full Fibre Broadband
    I’m still experiencing the one large latency spike identical to what the tests cause, however it’s happening less regularly, every few hours, sometimes less.
haywardgg
Dialled in
10 months ago
One of my clients is on the same package as you.
This is their BQM as of this morning.
Nuts..
- Rishi_Chopra
  On our wavelength
  10 months ago
  I contacted the team on Twitter again, and they provided the same instructions again as if I’m the tech team, when I told them I don’t think these instructions are meant for me to perform, and if they are where do I go in order to do so, they just did the copy and pasted contact the phone number message
  - Rishi_Chopra
    On our wavelength
    10 months ago
    phoned the number, was told that the tests have been turned off already and that it should be fixed within 48 hours, guess I’ll just have to wait and pray, even though others seems to have had their issue resolved instantly 🙃
haywardgg
Dialled in
10 months ago
Something has changed since around 1am today. They're probably testing out alternatives for monitoring performance on the routers.
- Cardiffman282
  Wise owl
  10 months ago
  And once they have done that they can introduce modem mode.
- Martyn
  Superfast
  10 months ago
  yup its made my ping double and triple to some places.
  why are they constantly messing with stuff?
Rishi_Chopra
On our wavelength
10 months ago
so as you can see these tests aren’t occurring anywhere near as much as they once where (as they used to occur hourly) however they haven’t completely stopped for me
Rishi_Chopra
On our wavelength
10 months ago
Virgins response to me on Twitter
“We wouldn't be able to stop the tests completely as it's part of how our system works with the Hub so that it can pre-empt any issues, but we're glad the issue with over testing has been resolved!”
Cardiffman282
Wise owl
10 months ago
https://www.ispreview.co.uk/index.php/2024/08/virgin-media-uk-working-to-fix-ping-spikes-on-2gbps-broadband-lines.html
jpeg1
Alessandro Volta
10 months ago
It's a very new system, rushed out by VM marketing.
You have recruited yourself to test it for them, so you have to expect that there will be changes as they continue to get it working.

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