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 packets1 cpc83987-pool15-2-0-cust148.15-1.cable.virginm.net (82.4.28.149) 0.000 ms 0.000 ms 0.000 msTrace 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

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

get yourself and better router like this and use hub in modem modeZYXEL - SOHO NBG7510 AX1800 WIFI 6 ROUTER : Amazon.co.uk: Computers & Accessoriescables1aTTack.de 1m Cat6 Ethernet Cable Lan Patch Cat 6 Cables Internet Rj45 Plug 1Gbit/s SFTP PIMF for switch, router, modem, computer, gaming, tv, patchfields - gray - 10 pieces 1m : Amazon.co.uk: Computers & Accessories

Thank you for the suggestion, but we're having issues with Wi-Fi in the same room as the router. Will look more into these as a last resort but this is not a large flat we're talking about 8m in length and 6m across.That shouldn't be a coverage issue seems like a bad router (to me) and this is also what troubleshooting articles about smart home devices imply about VM 3.0 routers. We did not have any issues with our previous provider (Sky) where Wi-Fi reached all rooms with expected levels of latency (although it was at a much slower speed).

CrimsonAlpacca wrote:That shouldn't be a coverage issue seems like a bad router (to me) and this is also what troubleshooting articles about smart home devices imply about VM 3.0 routers.odds of you getting a hub where the wifi works is less then 50% its that bad but its bad because VM what you to buy/get their hard to get pods

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.

High download latency Hub 3.0 | Virgin Media Community

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.
- legacy1
  Alessandro Volta
  2 years ago
  get yourself and better router like this and use hub in modem mode
  ZYXEL - SOHO NBG7510 AX1800 WIFI 6 ROUTER : Amazon.co.uk: Computers & Accessories
  cables
  1aTTack.de 1m Cat6 Ethernet Cable Lan Patch Cat 6 Cables Internet Rj45 Plug 1Gbit/s SFTP PIMF for switch, router, modem, computer, gaming, tv, patchfields - gray - 10 pieces 1m : Amazon.co.uk: Computers & Accessories
- CrimsonAlpacca
  Joining in
  2 years ago
  Thank you for the suggestion, but we're having issues with Wi-Fi in the same room as the router. Will look more into these as a last resort but this is not a large flat we're talking about 8m in length and 6m across.
  
  That shouldn't be a coverage issue seems like a bad router (to me) and this is also what troubleshooting articles about smart home devices imply about VM 3.0 routers. We did not have any issues with our previous provider (Sky) where Wi-Fi reached all rooms with expected levels of latency (although it was at a much slower speed).
  - legacy1
    Alessandro Volta
    2 years ago
    CrimsonAlpacca wrote:
    That shouldn't be a coverage issue seems like a bad router (to me) and this is also what troubleshooting articles about smart home devices imply about VM 3.0 routers.
    odds of you getting a hub where the wifi works is less then 50% its that bad but its bad because VM what you to buy/get their hard to get pods
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
  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
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
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?
legacy1
Alessandro Volta
2 years ago
did say a new hub will not fix your problem
- 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
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
  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
  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
    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
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
  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
    Forum 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
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

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