High Latency and Packet loss for gaming and websites.

Question

Hi,&nbsp;Since about February I've been experiencing very high latency in online games such as World of Warcraft (pings of up to circa 14k, huge lag spikes every couple of minutes and frequent disconnects which make gaming more or less impossible). I have started seeing similar issues with other online games recently too and websites where a connection is maintained (roll20.net for example) often lag out and take time to load.The issue exists for me on both wired Ethernet and Wi-fi and exists on 2 separate PC's in my house, one running Win 11 and one running Win 10.&nbsp;If I switch to a VPN, the issue resolves and I no longer suffer latency and lag spikes so I believe my home equipment is sound. Using a VPN permanently is not a viable solution however and I need this resolved.I have been running a BQM graph for some time posted here below but it doesn't indicate significant issues that I can see.I have also run traceroutes through both WinMTR and Pingplotter and the issue seems to consistently begin at a hop labelled "aor.uk-lon03a-ri1.network.virginmedia.net" where I frequently start to see up to 100% packet loss on the route to whichever server I'm trying to trace.I have had an engineer call out, he checked all my equipment and the local exchange on my street and confirmed all was working correctly and also ran tests from my pc to confirm the router is operating properly. The router has also been replaced about 6 months ago as I believed at the time that may have been the issue but the problem has persisted.I am on a 1Gbit plan with a Hub5. I do not use modem mode.Everything I'm seeing indicates a problem with the particular network hop so I'm hoping someone can take a look for me.&lt;a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/bdca13531fcbaf42dd7fc257708c2371d258617d"&gt;&lt;img alt="My Broadband Ping - Home" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/bdca13531fcbaf42dd7fc257708c2371d258617d.png" /&gt;&lt;/a&gt;&nbsp;&nbsp;Thanks in advance&nbsp;&nbsp;

Bettymartin · Answer

Struggling with the BQM link, if someone could provide a link to instructions, I'll try and include again. Thanks in advance!

Client62 · Answer

"pings of up to circa 14k"&nbsp;&nbsp;&nbsp;Is that 14,000 ms ?&nbsp;&nbsp; If Yes, how is that being measured ?

Bettymartin · Answer

Yes, 14000ms. It's measured through an in game addon which measures latency. It updates once every 30 seconds so it's not an exact science but to put it into realistic terms I'm frequently waiting 5 - 10 seconds for a response having pressed an in game button when a spike occurs.

Bettymartin · Answer

Quick update. Obviously there's been no reply from mods to this thread - a shame - but I received an e-mail from Virgin today proudly telling me they had spotted a problem with my connection and had fixed it overnight.

Nothing has been fixed, my issues persist. I would be very grateful for a mod response to this please.

Akua_A · Answer

Hi Bettymartin&nbsp;
Welcome to our community forums and sorry for the delay in getting to you. We can understand the frustration caused by connectivity issues and we want to best help. We have run some tests and we can see ongoing issues and some hub data issues. We are sending you a private message to look into this. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.&nbsp;
Thanks,

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High Latency and Packet loss for gaming and websites.

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