anyone else facing similar issues?I've been on XGS for sometime now, had 1000/1000 enquired recently and got 2000/2000 there just feels like something isn't right...I've been playing games LOL for example and I'll just randomly DC from it, never had issues before the upgrade, youtube now buffers.my TBB looks fine. seems to just drop connection for anywhere between 4-7ms, enough to D/C from games.

Finally, after useless complaints/tech support the executive team was able to get my issue over to someone in the project department who was able to turn off the auto speed testing on Friday, and now I have no more issues, shame it had to come to this, >.< hopefully, they learn from it and can fix the issue for others.

Upgraded to 2gig and see ping time outs and youtube buffering?

Client62
Alessandro Volta
7 months ago
Try streaming at 1080p. YouTube can skip frames when the streamed resolution requires downscaling.
Steven_L
Forum Team
7 months ago
Hey Martyn,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your services since you upgraded to 2gig. Have you been able to speak to our team about the issues that you've been experiencing?

Kind Regards,

Steven_L
- Martyn
  Superfast
  7 months ago
  Nope, but I've done all the "reboots/resetting" they'd recommend. I would like to test if dropping back down to 1gig still has the issue or not, can this be done temporarily? I've had 1000/1000 with zero issues, the connection has been solid, it's not until I upgraded to 2 gig that I noticed these issues.
  - Carley_S
    Forum Team
    7 months ago
    Sorry to hear of your concerns with the service Martyn
    
    I've checked the systems at our side and cannot see anything that would be affecting your services.
    
    Do you just have the disconnection on the one device when gaming or does this happen on multiple devices?
    
    If you have any third party networking equipment in your set up, can you please try testing the service without these and connected into the one device to see if the disconnection are still occurring
legacy1
Alessandro Volta
7 months ago
Martyn wrote:
my TBB looks fine.

seems to just drop connection for anywhere between 4-7ms, enough to D/C from games.
seems your getting hourly packet loss maybe VM in testing your speed have QoS/BMW the test high and your traffic low Priority.
IPFreely
Fibre optic
7 months ago
VM don't do that.

More likely the Hub's CPU and management plane is getting a pasting doing the Samknows tests at 2 Gbps and as it's the same CPU and management plane that'll be responding to the pings from Think Broadband a bit of loss happens.
- legacy1
  Alessandro Volta
  7 months ago
  I don't buy it😉
Martyn
Superfast
7 months ago
something I've managed to pin point now is every hour, around XX:09 I get huge package loss/drop, and it D/C's me from games o.0
legacy1
Alessandro Volta
7 months ago
VM need to stop doing auto speed test on the hub or give use modem mode
- Martyn
  Superfast
  7 months ago
  yup, never had an issue with 1gig but I was on the older software too, maybe there system is hanging or causing issues on the 2gig, or it could be the software has issues, or could be linked to this?
  https://www.ispreview.co.uk/index.php/2024/07/virgin-media-uk-start-phase-2-of-smart-support-to-boost-broadband-reliability.html
  - John_GS
    Forum Team
    7 months ago
    Hello Martyn
    
    Thanks for coming back to the thread.
    
    We've ran some checks and no issues are currently showing and the checks do indicate everything is performing as expected.
    
    Can you confirm if you have any Network Switches or third party equipment in use please?
madwayne
Dialled in
7 months ago
clearly an hourly fault is reoccurring and the only change is the update outlined many times, guessing the brick wall has blood from your forehead by now.
the request to drop back to the previous version seems a sensible way to show the fault has gone away and fairly confident it will have.
good luck and hope you get some decent support and issue resolved soon.
see updates cause problems from time to time in my line of work all the time, at least you have it reoccurring at a fixed point every hour, which should make it easier to track the fault down with help
- Martyn
  Superfast
  7 months ago
  I honestly thought it was something on my end causing the issues, I hjad a PI that I had setup running tests every half hour, so I completely removed it, still don't have it set back up, I thought something else maybe the AP I'm using or switches, so I bypassed all that and now I connect directly to the hub, I really shouldn't have to be waiting all this time for any or progression on the matter, but the fact is it's had zero progress through VM's chain, other than something my end is causing issues. I hate complaining about stuff, but it seems the only way to get any resoltuion.
legacy1
Alessandro Volta
7 months ago
I can see it now on ispreview
"People bypass VM auto speed test on VM hub 5x for better stable ping"
Martyn
Superfast
7 months ago
I did a download at 08 past, and sure enough, my ping to 1.1.1.1 did not drop! my drop is always between 09-10 past the hour, stupidly insane, hopefully samknows sort something out. It literally must be everyone on the 2/2 package using the hub5x.

We really need ispreview to pick this up, it seems the only way to get actual answers.
legacy1
Alessandro Volta
6 months ago
yup
Re: Packet loss - Virgin Media Community - 5489734
- Martyn
  Superfast
  6 months ago
  so its possible! why has it taken so long!