For the last 4-5 months I've been getting really frustrating lag on games, the ping within the game will spike occasionally to 180-200ms and will obvious cause jumping etc..I phoned VM and they advised that my Omada gear was likely the issue, so I reluctantly dropped the VM Super Hub out of modem mode and into router mode - no dice.I'm honestly at my wits end with this, the service is completely unusable, I never get > 800mbps on my line even though I'm paying for 1gbit.Stats:[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/da89f701edd0196d557ce6e68b2b3f101ff51633][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/da89f701edd0196d557ce6e68b2b3f101ff51633.png[/img][/url] 3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 11380000008.341QAM 256121460000008.141QAM 256231540000008.141QAM 256341620000007.741QAM 256451700000007.241QAM 256561780000007.941QAM 256671860000008.241QAM 256781940000008.540QAM 256892020000008.140QAM 2569102100000007.740QAM 25610112180000007.440QAM 25611122260000007.340QAM 25612132340000007.541QAM 25613142420000007.441QAM 25614152500000007.741QAM 25615163300000009.641QAM 25625173380000009.841QAM 25626183460000009.741QAM 25627193540000009.641QAM 25628203620000009.641QAM 25629213700000009.641QAM 25630223780000009.741QAM 25631233860000009.541QAM 25632243940000009.441QAM 25633254020000009.541QAM 25634264100000009.541QAM 25635274180000009.441QAM 256362852200000010.142QAM 256382953000000010.142QAM 256393053800000010.342QAM 256403154600000010.742QAM 256413.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked4124102Locked4125903Locked4128504Locked4127705Locked4135106Locked41486237Locked4130908Locked4042209Locked40489010Locked40539011Locked40547012Locked40641013Locked41668014Locked41789015Locked41821016Locked411101017Locked411027018Locked411138019Locked411157020Locked411298021Locked411555022Locked411723023Locked412028024Locked411559025Locked411736026Locked411741027Locked411805028Locked422947029Locked422827030Locked422803031Locked42291803.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37924K1800QAM 409611283.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37Locked429.537942786981403.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000049.35120QAM 321143100000495120QAM 322236600000495120QAM 32333010000049.35120QAM 32442360000049.55120QAM 3293.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00002ATDMA00003ATDMA00004ATDMA001603.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 1010.444.72KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 10OFDMA20874000000210

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 11380000008.441QAM 256121460000008.141QAM 256231540000008.141QAM 256341620000007.741QAM 256451700000007.241QAM 256561780000007.941QAM 256671860000008.241QAM 256781940000008.540QAM 256892020000008.140QAM 2569102100000007.740QAM 25610112180000007.440QAM 25611122260000007.440QAM 25612132340000007.541QAM 25613142420000007.541QAM 25614152500000007.741QAM 25615163300000009.741QAM 25625173380000009.841QAM 25626183460000009.741QAM 25627193540000009.641QAM 25628203620000009.641QAM 25629213700000009.641QAM 25630223780000009.741QAM 25631233860000009.541QAM 25632243940000009.541QAM 25633254020000009.541QAM 25634264100000009.541QAM 25635274180000009.442QAM 256362852200000010.142QAM 256382953000000010.142QAM 256393053800000010.342QAM 256403154600000010.742QAM 256413.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked4124102Locked4125903Locked4128504Locked4127705Locked4135106Locked41486237Locked4130908Locked4042309Locked40489010Locked40539011Locked40547012Locked40641013Locked41669014Locked41789015Locked41821016Locked411101017Locked411027018Locked411138019Locked411158020Locked411299021Locked411555022Locked411724023Locked412028024Locked411560025Locked411736026Locked411742027Locked421805028Locked422949029Locked422831030Locked422805031Locked42291903.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37924K1800QAM 409611283.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37Locked429.53814376151140

VM have not good control of upstream when people in your area upload causing you to spike even if your idle

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29115f3de133a10563b567e988173dbf3414704f

Even if VM rate limited each upstream channel with QoS/BWM due to APP and infected devices doing DoS the QoS/BWM tries to rate limit and drop packets in order for the other end to slow down which does not happen causes Docsis to buffer all in the area

TheWibbles

Joining in

5 months ago

Constantly lagging / ping spikes / poor performance

For the last 4-5 months I've been getting really frustrating lag on games, the ping within the game will spike occasionally to 180-200ms and will obvious cause jumping etc..

I phoned VM and they advised that my Omada gear was likely the issue, so I reluctantly dropped the VM Super Hub out of modem mode and into router mode - no dice.

I'm honestly at my wits end with this, the service is completely unusable, I never get > 800mbps on my line even though I'm paying for 1gbit.

Stats:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/da89f701edd0196d557ce6e68b2b3f101ff51633][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/da89f701edd0196d557ce6e68b2b3f101ff51633.png[/img][/url]

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138000000	8.3	41	QAM 256	1
2	146000000	8.1	41	QAM 256	2
3	154000000	8.1	41	QAM 256	3
4	162000000	7.7	41	QAM 256	4
5	170000000	7.2	41	QAM 256	5
6	178000000	7.9	41	QAM 256	6
7	186000000	8.2	41	QAM 256	7
8	194000000	8.5	40	QAM 256	8
9	202000000	8.1	40	QAM 256	9
10	210000000	7.7	40	QAM 256	10
11	218000000	7.4	40	QAM 256	11
12	226000000	7.3	40	QAM 256	12
13	234000000	7.5	41	QAM 256	13
14	242000000	7.4	41	QAM 256	14
15	250000000	7.7	41	QAM 256	15
16	330000000	9.6	41	QAM 256	25
17	338000000	9.8	41	QAM 256	26
18	346000000	9.7	41	QAM 256	27
19	354000000	9.6	41	QAM 256	28
20	362000000	9.6	41	QAM 256	29
21	370000000	9.6	41	QAM 256	30
22	378000000	9.7	41	QAM 256	31
23	386000000	9.5	41	QAM 256	32
24	394000000	9.4	41	QAM 256	33
25	402000000	9.5	41	QAM 256	34
26	410000000	9.5	41	QAM 256	35
27	418000000	9.4	41	QAM 256	36
28	522000000	10.1	42	QAM 256	38
29	530000000	10.1	42	QAM 256	39
30	538000000	10.3	42	QAM 256	40
31	546000000	10.7	42	QAM 256	41

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	241	0
2	Locked	41	259	0
3	Locked	41	285	0
4	Locked	41	277	0
5	Locked	41	351	0
6	Locked	41	486	23
7	Locked	41	309	0
8	Locked	40	422	0
9	Locked	40	489	0
10	Locked	40	539	0
11	Locked	40	547	0
12	Locked	40	641	0
13	Locked	41	668	0
14	Locked	41	789	0
15	Locked	41	821	0
16	Locked	41	1101	0
17	Locked	41	1027	0
18	Locked	41	1138	0
19	Locked	41	1157	0
20	Locked	41	1298	0
21	Locked	41	1555	0
22	Locked	41	1723	0
23	Locked	41	2028	0
24	Locked	41	1559	0
25	Locked	41	1736	0
26	Locked	41	1741	0
27	Locked	41	1805	0
28	Locked	42	2947	0
29	Locked	42	2827	0
30	Locked	42	2803	0
31	Locked	42	2918	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

Locked

9.5

3794278698

140

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	49.3	5120	QAM 32	1
1	43100000	49	5120	QAM 32	2
2	36600000	49	5120	QAM 32	3
3	30100000	49.3	5120	QAM 32	4
4	23600000	49.5	5120	QAM 32	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0
1	ATDMA	0
2	ATDMA	0
3	ATDMA	0
4	ATDMA	16

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10.4

44.7

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

OFDMA

208

74000000

Joining in

Joining in

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138000000	8.4	41	QAM 256	1
2	146000000	8.1	41	QAM 256	2
3	154000000	8.1	41	QAM 256	3
4	162000000	7.7	41	QAM 256	4
5	170000000	7.2	41	QAM 256	5
6	178000000	7.9	41	QAM 256	6
7	186000000	8.2	41	QAM 256	7
8	194000000	8.5	40	QAM 256	8
9	202000000	8.1	40	QAM 256	9
10	210000000	7.7	40	QAM 256	10
11	218000000	7.4	40	QAM 256	11
12	226000000	7.4	40	QAM 256	12
13	234000000	7.5	41	QAM 256	13
14	242000000	7.5	41	QAM 256	14
15	250000000	7.7	41	QAM 256	15
16	330000000	9.7	41	QAM 256	25
17	338000000	9.8	41	QAM 256	26
18	346000000	9.7	41	QAM 256	27
19	354000000	9.6	41	QAM 256	28
20	362000000	9.6	41	QAM 256	29
21	370000000	9.6	41	QAM 256	30
22	378000000	9.7	41	QAM 256	31
23	386000000	9.5	41	QAM 256	32
24	394000000	9.5	41	QAM 256	33
25	402000000	9.5	41	QAM 256	34
26	410000000	9.5	41	QAM 256	35
27	418000000	9.4	42	QAM 256	36
28	522000000	10.1	42	QAM 256	38
29	530000000	10.1	42	QAM 256	39
30	538000000	10.3	42	QAM 256	40
31	546000000	10.7	42	QAM 256	41

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	241	0
2	Locked	41	259	0
3	Locked	41	285	0
4	Locked	41	277	0
5	Locked	41	351	0
6	Locked	41	486	23
7	Locked	41	309	0
8	Locked	40	423	0
9	Locked	40	489	0
10	Locked	40	539	0
11	Locked	40	547	0
12	Locked	40	641	0
13	Locked	41	669	0
14	Locked	41	789	0
15	Locked	41	821	0
16	Locked	41	1101	0
17	Locked	41	1027	0
18	Locked	41	1138	0
19	Locked	41	1158	0
20	Locked	41	1299	0
21	Locked	41	1555	0
22	Locked	41	1724	0
23	Locked	41	2028	0
24	Locked	41	1560	0
25	Locked	41	1736	0
26	Locked	41	1742	0
27	Locked	42	1805	0
28	Locked	42	2949	0
29	Locked	42	2831	0
30	Locked	42	2805	0
31	Locked	42	2919	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

Locked

9.5

3814376151

140

legacy1
Alessandro Volta
5 months ago
VM have not good control of upstream when people in your area upload causing you to spike even if your idle
TheWibbles
Joining in
5 months ago
https://www.thinkbroadband.com/broadband/monitoring/quality/share/29115f3de133a10563b567e988173dbf3414704f

Carley_S
Forum Team
5 months ago
Hi TheWibbles

Welcome to the community forums

Sorry to hear that you're having issues with the service at this time. Checking the systems at our side we can see that you've already been in touch and have an appointment booked to investigate this further for you.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
- TheWibbles
  Joining in
  5 months ago
  Hi, this is still not resolved after having the engineer visit.
  
  How do we proceed?
  - Beth_G
    Forum Team
    5 months ago
    Hi TheWibbles
    
    We're sorry to hear the issue is still present. We can see that the engineer corrected some of the signal levels at the street cabinet and they appear to be stable now. We can't see any further issues at all on our side. Has there been any improvement at all over the last few days?
TheWibbles
Joining in
5 months ago
17-09-2024: Yet again incredibly poor performance on the connection, major packet loss to the point of service outage last night (16-09-2024).
Complaint that is logged with Virgin Media has essentially came back with steps like "Try repositioning your router, try turning it on and off". How insulting.
I've got to the point of ruling out all of my physical network by directly connecting a single computer with a cat6 cable to the superhub and I still get issues.

Tired of paying for a service that has me switching to 4g to have teams calls in the daytime, let alone gaming performance in the evenings.
TheWibbles
Joining in
5 months ago
It'd be good if my threads could be merged but I posted this on the other thread:

17-09-2024: Yet again incredibly poor performance on the connection, major packet loss to the point of service outage last night (16-09-2024).
Complaint that is logged with Virgin Media has essentially came back with steps like "Try repositioning your router, try turning it on and off". How insulting.
I've got to the point of ruling out all of my physical network by directly connecting a single computer with a cat6 cable to the superhub and I still get issues.

Tired of paying for a service that has me switching to 4g to have teams calls in the daytime, let alone gaming performance in the evenings.
TheWibbles
Joining in
5 months ago
Yet another issue in my area! Amazing, but you're right, it's probably my gear that's the issue.

Casual 1 week fix window for that too. Joke.
TheWibbles
Joining in
4 months ago
Specialist technician has come and gone. Issues are still present:

Joke of a product you are selling.
- Zach_R
  Forum Team
  4 months ago
  Hi TheWibbles,
  
  Thank you for getting back to us here. I'm very sorry to hear that unfortunately things haven't improved following a recent visit from an engineer.
  
  What did they advise and/or action during the visit exactly? Have you been in contact with the team again at all since your last post here?
  
  Thanks,

Forum Discussion

Constantly lagging / ping spikes / poor performance

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