Having an issue with packet loss and latency spikes

Thanks for confirming the requested details via PM ian60 

I've booked an engineer for you to come out and have a look into the issue. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The engineer diagnoses the faults as not being caused by our network/equipment 
•The engineer discovers that the fault or problem relates to your equipment
•The engineer discovers that the fault or problem relates to any system that we are not responsible for

The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes! ☺️

Hi ian60,

Thanks for your post and welcome to our community.

We're sorry to hear about the issues you're having with the service. 

Is the issue affecting single or multiple devices?

Are you using any 3rd party networking equipment?

When the connection is lost, do all devices lose connection at the same time?

Please pop back to us when you can. 

What time do you normally game? Regardless the BQM is pretty bad across the piece. 

Check for local faults on 0800 561 0061. I wonder if this will actually turn out to be local network congestion (less common than it used to be on here).