Forum Discussion

Sinestah's avatar
Sinestah
Joining in
2 months ago

Gaming latency and ping spikes

Ever since I had VM installed 2gig about a month ago  I am constantly getting 5-10 second freezes in warcraft and ping shoots to 1000ms and settles back down again, had an engineer visit and said there was a few dirty fibres and have now cleaned them up, was hopeful but issue still there, I am hard wired to router and the wifi signal does the same when trying to work from home on zoom calls in a different room constant disconnects and having to reconnect again, any help or things I could try tpo rectify this.

Cheers

  • Sinestah's avatar
    Sinestah
    Joining in
    2 months ago

    Also meant to add the connect app hardly ever connects to hub as it cant locate it

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 months ago

      Hi Sinestah 

      Welcome back to the Community Forums. 

      Sorry to hear that you're having issues with your services at this time. We’re aware that a small handful of customers may be experiencing latency spikes and we apologise for any inconvenience caused. Our team has taken steps to help minimise any disruption while continuing to work on a permanent resolution as a priority.

       

      • Fernandofan08's avatar
        Fernandofan08
        Joining in
        24 days ago

        Any news on sorting it out? 3 months and it's still happening. I keep losing all internet and poor signal upstairs. It's a joke

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 months ago

    Assuming it's the HUB 5x on a fibre connection with it being 2Gig.

    Create a BQM and post the live link

  • Sinestah's avatar
    Sinestah
    Joining in
    2 months ago

    Hi,

    Appologioes for delay in getting back here and lack of info, yes it is on a hub5x I may have found the cuprit for teh random disconnects, noticed when I accessed my synology NAS while in  game the internet dropped, checked the error log and found 1 of the HD`s had a critical error and floods of errors, removed NAS from network and so far havent seen any disconnects while gaming although I work shifts so not been on too much to test, I have set a BQM and usede that to monitor, I have attached the image of yesterday, noticed a couple of P/L. 

    Thanks for the help/suggestions

  • NoGGy's avatar
    NoGGy
    On our wavelength
    23 days ago

    Hi Sinestah,

    Im a bit late to the party on this one and the response you got from Legacy is the best solution at the moment. I have had this issue since I had Virgin installed in December 2023. I'm 500mb Hub5x, you will struggle playing games over wireless (even sat next to the hub with full signal) I had numerous engineers out and raised this to the complaints team and they had no solution for this problem. I moved my gaming setup next to my hub and wired in ethernet to the 10gb port on the back of the HUB5x and all the latency, jitter and packet loss issues went away. Much smoother. I personally think it's just the router being crap, no qos, no packet optimisation etc etc. The HUB5x is simply terrible. I know they were going to release a firmware update but I was told by Virgin they had no ETA for this. The only thing I would recommend is plugged in physically to the router. I tried modem mode, but it didn't work for me. It's hidden menu on the router and I suppose it's hidden for a reason!!