Hi, seems I am another victim of this disconnect and packet loss issue with 5x hub and 2gig fiber, which occurs every 30mins, which seems to be caused by 'RealSpeed' checking the speed of my connection (?!).Can someone from support PLEASE stop this from happening to my service?I need this resolved asap as I rely on the connection for WFH, competitive gaming and streaming with friends. The constant disconnects are making all 3 impossible to work with.Here's the issue SOLVED by doing exactly that (getting someone to turn off the auto speed testing): https://community.virginmedia.com/discussions/Wireless/upgraded-to-2gig-and-see-ping-time-outs-and-youtube-buffering/5537915/replies/5546444It's extremely worrying that I can find many threads nearly 2 years old with this same issue.Waited nearly 6 months for the install due to 4 rescheduled installations - now this... feeling like I should've waited for BT to reach my area. 😢

Why a private message? Its clear as day what the problem is caused by VM tests

If anyone interested you can Email Contact - nexfibre which I have as I'm interested in having VM disable speed test for everyone for a better internet.

It is interesting this only occurs on the Nexfibre connections? I'm wondering if this is outside of VM's control on this infrastructure. Just a thought.

Same again today HOWEVER! - weirdly when I was watching a twitch stream (CS2 Major Final) from 8:30 onward and I had no latency/packet loss and was able to play Counter Strike at the same time uninterrupted with no disconnects. I stopped watching this just before the usual 30min latency spike at 11:30 and bam, the BQM is showing the spike again.I read on another thread that if you're actively 'downloading' RealSpeed doesn't do the auto speed testing. Potentially the twitch stream was enough data being streamed to interrupt the speed test?I will test this theory again in the coming days and report back, just incase it's a work around

Exactly the same here, the engineer reckons they only do linetesting like that if they find a fault on the line, which they haven’t. He’s called other engineers and they’re claiming they’ve never seen this before. God help us!Running a large download (Call of Duty for me) at 2.5Mbps also stops the line testing from occurring.

Hub 5x, 2gig up/down - packet loss / latency / disconnects every 30 mins

21 Replies

KingHoward
Just browsing
21 days ago
Here's my BQM showing the exact issue
KingHoward
Just browsing
21 days ago
Cardiffman282
Wise owl
21 days ago
One VM forum team member has claimed (so far without evidence) that this VM speed testing is an Ofcom requirement and therefore can't be stopped
2gig user game freeze | Virgin Media Community - 5643591
- Anonymous
  20 days ago
  One VM forum team member has claimed (so far without evidence) that this VM speed testing is an Ofcom requirement and therefore can't be stopped
  2gig user game freeze | Virgin Media Community - 5643591
  
  Which is odd, as others on here have reported that the (pointless) speed tests have been terminated on request. Which would imply that they can’t be ‘mandated’ by OFCOM. Come to think of it, why would OFCOM require this, and for only three months? Sounds odd!
  On the other hand, I’m sure that if someone were to call it out and ask VM/Kath for the specific OFCOM requirements which mandate this, then they will be more than happy to oblige.
  Or not; again see the linked thread. Hint, Kath was simply lying, outright lying to customers, think of it, VM employees on here, deliberately lie to customers. Wow!
Adduxi
Very Insightful Person
21 days ago
It is interesting this only occurs on the Nexfibre connections? I'm wondering if this is outside of VM's control on this infrastructure. Just a thought.
- legacy1
  Alessandro Volta
  21 days ago
  How is it outside of VM's control when the hub is by VM and they control it!
  I hope RealSpeed get DDoS
  - Adduxi
    Very Insightful Person
    21 days ago
    No, I mean the whole network is by Nexfibre. I wasn't talking about the Hub. At bit like Openreach own and manage the infrastructure.
KingHoward
Just browsing
20 days ago
Same again today HOWEVER! - weirdly when I was watching a twitch stream (CS2 Major Final) from 8:30 onward and I had no latency/packet loss and was able to play Counter Strike at the same time uninterrupted with no disconnects. I stopped watching this just before the usual 30min latency spike at 11:30 and bam, the BQM is showing the spike again.
I read on another thread that if you're actively 'downloading' RealSpeed doesn't do the auto speed testing. Potentially the twitch stream was enough data being streamed to interrupt the speed test?

I will test this theory again in the coming days and report back, just incase it's a work around
- KingHoward
  Just browsing
  19 days ago
  Today's update (23/06/2025)
  12:00am to 9:30pm, At work and wasn't on PC until evening. Packetloss and latecy every 30mins as expected.
  9:35pm, Forgot to have Twitch open to test the theory and began playing Overwatch with friends as I usually would
  10:00pm, unsure why but no latency/packet loss here
  10:30pm, usual packet loss / latency spike and disconnected right on cue mid game
  10:35pm, I opened a Twitch stream which was using 400mbps (50MB/s) bandwidth and had it running in the background on a second monitor
  11:00pm, as expected no packetloss/latency spike. My theory is no automated speed test occurs when actively 'downloading'
  11:30pm, stopped playing just before and closed the Twitch stream. Right on cue the latency spike occurs
  I want to be clear this is NOT a 'solution' but seems like it may be a workaround for anyone else who games and gets these incredibly frustrating and unacceptable disconnects due to these automated speed tests. I will keep testing this theory to see if it's a reliable workaround even if ridiculous.
  - Odynson90
    Joining in
    19 days ago
    Exactly the same here, the engineer reckons they only do linetesting like that if they find a fault on the line, which they haven’t. He’s called other engineers and they’re claiming they’ve never seen this before. God help us!
    Running a large download (Call of Duty for me) at 2.5Mbps also stops the line testing from occurring.
KingHoward
Just browsing
13 days ago
29/06/2025 Update - Still the same issue! Virgin Media support email just said to restart router.
It's so annoying, disconnects all my devices. PLEASE stop this.
- Akua_A
  Forum Team
  11 days ago
  Hi KingHoward,
  
  Welcome back to our forums, and sorry to hear you are having ongoing issues with disconnections on your service. We can understand the inconvenience caused, and we want to do our best to help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
  
  Thanks,
  - legacy1
    Alessandro Volta
    11 days ago
    Why a private message? Its clear as day what the problem is caused by VM tests
lindsaygi
Settling in
11 days ago
Agreed, I'd like to see a public reply. I'm having constant internet connection problems which is really affecting my work A LOT. Not an issue late evening when I'm streaming TV, but a huge issue during the day when I'm working. I don't know how to do the tests posted on this thread, but it sounds like my same problem.
- Carley_S
  Forum Team
  9 days ago
  Hi lindsaygi
  
  Welcome back to the Community Forums.
  
  Sorry to hear you're also having service concerns.
  
  I can see that you've a thread regarding this already and a Forums team member has responded to support you further. Please respond on your original thread and we'll be able to assist you further on there if you still need.