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Sinestah's avatar
Sinestah
Tuning in
7 months ago
Solved

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
    2 days ago

    Hi, I had an engineer out today whom cleaned all fibre connections and replaced the hub5x and since then I have had no ping spikes or lag in gaming for 7 hours so far

19 Replies

  • Sinestah's avatar
    Sinestah
    Tuning in
    7 days ago

    Well its back with a vengeance starting the other day constant spiking that is happening exactly the same time apart, through elimination I have switched off wifi incase a device was casing this but dint help, I have only 1 pc wired to hub that was also switched off during the night and checking today it is continuing strangely its an exact time apart so is virgin media running something in the background? this is with nothing connected to the hub5x, any ideas? 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      4 days ago

      Hi Sinestah,

      We're very sorry to hear about the service issues you've been having. 

      How are things today please?

      Please pop back to us when you can.

      • Sinestah's avatar
        Sinestah
        Tuning in
        2 days ago

        Hi, I had an engineer out today whom cleaned all fibre connections and replaced the hub5x and since then I have had no ping spikes or lag in gaming for 7 hours so far

    • legacy1's avatar
      legacy1
      Alessandro Volta
      7 days ago

      Its like VM are fascinated with this hmm BQM don't look good customer says its are lovely auto speed test hmm lets turn it off and see Ohh look customer say their BQM looks better...hmm we don't think its are lovely auto speed test we think its just I coincidence lets just turn it back on I'm sure we will not hear back from the customer... well they are back complaining but we still do not think its to do with us.

  • NoGGy's avatar
    NoGGy
    On our wavelength
    6 months 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!! 

  • Sinestah's avatar
    Sinestah
    Tuning in
    7 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

  • carl_pearce's avatar
    carl_pearce
    Superstar
    7 months ago

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

    Create a BQM and post the live link