Forum Discussion

ian60's avatar
ian60
Tuning in
6 months ago

Re: Having an issue with packet loss and latency spikes

Have been experiencing low packet loss 1%-4% and frequent ping spikes in online games. It's been happening on both WIFI and ethernet. Heres my bqm

 

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  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    6 months ago

    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). 

    • ian60's avatar
      ian60
      Tuning in
      6 months ago

      I game around evening but this can happen at any time. There are no faults in my area

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team (Retired)
        6 months ago

        Thank you for coming back to us, ian60 

        I am sorry for the ongoing issues. 

        I've ran a system check and can see an engineer visit is needed as the power levels are out of spec.

        I will pop you a PM now so we can get that arranged. 

        Speak soon!

         

  • Vikki_M's avatar
    Vikki_M
    Forum Team (Retired)
    6 months ago

    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. 

    • ian60's avatar
      ian60
      Tuning in
      6 months ago

      This issue is affecting multiple devices

      I am just using the hub 3 in router mode

      The connection isn’t lost. It just slows down and yes all devices at the same time

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team (Retired)
    5 months ago

    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! ☺️