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CrimsonAlpacca's avatar
CrimsonAlpacca
Joining in
2 years ago

High download latency Hub 3.0

Since swapping to Virgin Media in July we've had trouble with the internet in our flat.

Previously we could get internet in all rooms in our flat, but since swapping to Virgin Media the internet is intermittent in all rooms except the lounge (where the router is kept). This impacts our smart home devices, mobile devices as well as one of our home office set-ups. In video calls, we experience intermittent issues due to High Download Latency.

 

One of our computers is connected via. Ethernet has no issues, but our other computer is located usually around 3m from the router (same room) or the same distance (but in another room) connected via. wifi.

 

I have been monitoring the performance through a BQM since October and every day looks like the below;

 

I also regularly run a speed test and the results are pretty consistent, here's the results from today;

 

 Trace Statistics : traceroute to 82.4.28.149 (82.4.28.149), 30 hops max, 38 byte packets
1 cpc83987-pool15-2-0-cust148.15-1.cable.virginm.net (82.4.28.149) 0.000 ms 0.000 ms 0.000 ms
Trace complete.

 

PING 82.4.28.149 (82.4.28.149): 64 data bytes
--- 82.4.28.149 ping statistics ---
20 packets transmitted, 0 packets received, 100% packet loss

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

19 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    The all red BQM may not pointing at the Public IP of your VM Hub which is 80,4,28,149

    Use Wi-Fi repeater(s) or a Wireless Mesh or Wireless Access Point(s) to provide better coverage in the property.
    Don't rent the VM Pods at £8 per month each they would be money down the drain.

    Try video calls via a network cable.  
    The half duplex nature of Wi-Fi can triple the latency of your VM connection degrading the call quality.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to see all the stats.

    The speed at the Hub should reflect your subscription.
    The speed any WiFi device draws data at is limited by its data needs and technical abilities.

    • CrimsonAlpacca's avatar
      CrimsonAlpacca
      Joining in
      2 years ago

      Samknows is showing different data, but the speed is not the issue we're getting the speeds advertised it's just unreliable due to latency.

      It shows the router and the device as having 0% package loss. VM backend tests and BQM are showing 100% packet loss.

       

      Since my original images of BQM and Speedtest got deleted I post them here.

       

       
       
       
  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    download latency only happens went you max out your speed you would need a advanced router with QoS/BWM to allow you to download with low latency.

    BQM need you to allow ping reply in the hub settings if it spikes when your not using your connection thats a problem.

  • CrimsonAlpacca's avatar
    CrimsonAlpacca
    Joining in
    2 years ago

    A new router was installed yesterday, with no change to the latency issue. We tested extensively by switching off/unplugging various devices until only one was left on and the results did not change (All internet stats are consistent regardless of devices in use/connection type, including on mobile devices with no apps running.)

    We tested one of our laptops on wifi and ethernet, the ethernet connection matches the results I get on my computer but the wifi on that laptop is marginally worse.

    Could someone from VM respond and offer some advice?

     
     
     
     
     
     
    • CrimsonAlpacca's avatar
      CrimsonAlpacca
      Joining in
      2 years ago

      Your first response was a link to a replacement router for running Hub 3 in modem mode, this is what we did.

       
       
       
  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Setup a BQM on it and we see how it goes 

    also run a tracert 80.249.99.164

    • CrimsonAlpacca's avatar
      CrimsonAlpacca
      Joining in
      2 years ago

      traceroute to 80.249.99.164, 5 hops max, 38 byte packets

      1 * * *

      2 sotn-core-2a-ae57-650.network.virginmedia.net (62.252.60.9) 10.526 ms 10.447 ms 9.795 ms

      3 * * *

      4 * * *

      5 aor.uk-lon03a-ri1.network.virginmedia.net (62.254.42.174) 15.254 ms 14.511 ms 13.850 ms

      Trace Complete.

      traceroute is stopped.

    • CrimsonAlpacca's avatar
      CrimsonAlpacca
      Joining in
      2 years ago

      The BQM was set-up a couple of days ago to the router IP (as identified by BQM and confirmed in router settings), it looks exactly the same as when using VM Hub 3.0 (all red, 100% packet loss).

       

       
       
       
      • legacy1's avatar
        legacy1
        Alessandro Volta
        2 years ago

        odd traceroute...

         firewall settings you need to allow WAN to Router ICMP/ping 

        note your WAN IP would of changed for BQM so update it

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Odd I thought that router didn't have a QoS...but if it has you need to limit it correctly on 125M you set download to 115Mb and upload 19Mb

    • CrimsonAlpacca's avatar
      CrimsonAlpacca
      Joining in
      2 years ago

      I didn't get the specific model you originally recommended as I am not familiar with that brand but took a look at some similar ones from brands and reviews related to Hub 3 issues. Might be a little different functionality-wise wise it is a mid-range TP-Link router.

      On the QoS I had it set at the advertised limits from the VM site (132/20), I could set it a little lower as you mention and see if that makes a difference.

       

      We are getting much better internet consistency in other rooms now with the new router, i.e. we can use the internet in the bedroom and bathroom whereas on the Hub 3 we needed to use mobile data. Still not sure why the latency is high though if setting the QoS lower does not solve the issue, or why there are spikes on the BQM even under low useage. 

       
       
       
      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        2 years ago

        Hi CrimsonAlpacca

        Thanks for your update. I'm pleased to hear that your WiFi coverage has improved.

        Are you experiencing issues with your connection and broadband performance, despite the latency spikes visible on your BQM graph?

        We'll be happy to run further diagnostic checks for you on our side, however in order to do this we would need for you to be in router mode.

        Let us know.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Ping spikes could happened when you know your idle due to you being in a bad area with utilisation problems.

    But as you say your wifi is much better now