Forum Discussion

JuicyGoomba's avatar
JuicyGoomba
On our wavelength
2 years ago

1gig, hub 5, unusable for online gaming, packet loss and latency issues

Hello, I've been with Virgin for almost 4 years now, as they are unfortunately the only provider nearby that does high speed broadband. I say unfortunately, because I have nothing but issues both w...
JuicyGoomba's avatar
JuicyGoomba
On our wavelength
2 years ago

As predicted many times on here, engineer turned up on the morning and was very helpful and understanding, but ultimately couldn't do anything as the connection was fine. He agreed that it was pointless as most issues always rear their heads around peak hours, despite my proof of constant packet loss on BQM.

So yeah, nothing to do about it, I'll be calling Virgin tomorrow to discuss the contract that ends this month.

Gaming this evening is strangely playable, about time? Lag spikes exist still but no packet loss currently.

However for the last 24 hours this is a gem:

 

Robert_P's avatar
Robert_P
Forum Team
2 years ago

Hello JuicyGoomba

 

We're sorry to hear the visit wasn't successful in helping ease the issues, we're you able to speak to the team in regards to your package?

 

If you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you.

 

Rob

  • JuicyGoomba's avatar
    JuicyGoomba
    On our wavelength
    2 years ago

    Hi Robert,

    Apologies for the late reply. Gave the number a call today, which then told me to go through text, which then told me to go through Whatsapp, till I was eventually told by the useless rep (seems harsh, but he repeatedly ignored what I was saying) that I would have yet another engineer here on Friday to "look at the cables".

    I don't even want the contract discount anymore, I'm done with Virgin. Feel sorry for all the customer service reps who have to peddle Virgin's nonsense to customers, but I've worked for a company like this in the past and it's not nice.

    Also for the lols:

     

    • JuicyGoomba's avatar
      JuicyGoomba
      On our wavelength
      2 years ago

      Just to note: that snapshot was from my neighbour 2 doors down on the same node, hence all the details cropped out.

      For an even bigger joke, here's mine for this evening (a bit short as I've only just set up a new one):

       

      Joke

      • Travis_M's avatar
        Travis_M
        Forum Team (Retired)
        2 years ago

        Hi JuicyGoomba 

         

        Thanks for posting on our community forum and sorry to hear about the issue with your hub.

         

        How has your connection been since your last post? Have you noticed any improvement at all - the power & signal levels look OK today after I've conducted a remote check

         

        Regards