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chrisjbooth's avatar
chrisjbooth
Joining in
2 months ago

High Latency

Hi,

I've been having issues with my internet for a while now. I've set up a BQM to monitor it. I tend to use the internet for video calls for my work and also for online gaming. I've had a few freezes during video calls and I've noticed a lot of ping spikes and jitter when playing Counterstrike 2.

Ethernet is not an option to the router in daily life, however when I have plugged my laptop in to test and used packetstats.com I've still seen spikes as high as 300ms, but usually around the 35-40ms mark.

I've tried with the Hub5 and had spikes. I've tried to put it into modem mode and run my own Asus AX3000 v2 router, no change. I've updated my router firmware, set AdaptiveQOS and put it into Game Mode. No change.

I've updated my WIFI drivers. No change.

I've set a custom config on my laptop that has slowed my download speed, which has reduced "bufferbloat" but has had no change in game.

My home office is in the room directly above the Hub 5 & Router. My laptop shows full strength. I play games in the same room as the Hub 5/Router.

Below are a couple of examples of my monitor.

What should I do?

 

14th March

 

15th March

 

16th March

 

These are all from this evening 17th March at 7:29pm, 7:30pm and 7:31pm.

33 Replies

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  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    Might not be a lot you can do if many in your area use the upstream however you don't want to use AdaptiveQOS as it tests your speed and ping spikes your connection.

    Use Traditional QoS set your limit as -10Mb of your package download speed and -1Mb of your upload speed then test here.

    https://www.waveform.com/tools/bufferbloat

  • chrisjbooth's avatar
    chrisjbooth
    Joining in
    2 months ago

    I'll give that a try but not confident it'll make much difference. I'm getting A score on that tool currently.

    I often get jitters and spikes even when I'm the only active user. I have other WiFi devices but surely they're not maxing out my upload and download.

    • legacy1's avatar
      legacy1
      Alessandro Volta
      2 months ago

      Its other people on the shared upstream channels your on that imparts everyone when it hits the limit then you buffer in the modem waiting for your turn to send.

      VM knows this and its been a problem for years 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    It may not be an ideal connection, but there are many people posting worse than yours. I doubt you will get much done to improve it. 

  • chrisjbooth's avatar
    chrisjbooth
    Joining in
    2 months ago

    I've changed the QOS to Traditional and limited as suggested, not changed anything.

    This is my latency this morning at 7am. No one else in the house is up yet.

    I know there are worse on here, but the standard from virgin shouldn't be that my connection isn't the worst. It's not suitable for my use.

     

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    I tried packetstats.com this morning and the results are Bad. No I mean the results are utter nonsense, the reported latency averaged 62ms, ranging from low of 37 to max of 148.

    The reality is latency on this VM connection is < 18ms on Wi-Fi a little less on a LAN port.

    When using network tools, understanding when the output is unreliable is important.

  • chrisjbooth's avatar
    chrisjbooth
    Joining in
    2 months ago

    This is on my street, across the road from me. Is this a Virgin cabinet?

  • chrisjbooth's avatar
    chrisjbooth
    Joining in
    2 months ago

    My internet is still jittering today. Froze during a work video call and I've had ping spikes during an online game.

    Anyone from virgin responding on here?

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 months ago

      Hi chrisjbooth 

      Welcome to the Community Forums. 

      Sorry to hear about the service issues you're experiencing when online gaming and video calling. Checking the systems on our side we can't see any area issues or issues with your upload specifications that might be causing this. 

      We can see that there are customisations made and we can't run full checks on our side with a router in modem mode. We recommend trying a 60-second pinhole reset on the router. This will revert any customisations to factory settings and fully update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pinhole request. Keep the hub in router mode after this and test the connections when online gaming and video calling without any third-party networking equipment within your setup, and let us know if this has helped or what other experiences you notice. We aren't able to support third-party setups, so we would need this to be removed to run full checks on our side. 
       

      • chrisjbooth's avatar
        chrisjbooth
        Joining in
        25 days ago

        My hub is back in Router mode now.

        This is my latest BQM

        I reset around midday.

  • chrisjbooth's avatar
    chrisjbooth
    Joining in
    25 days ago

    It's been ok for a week or so, a bit of jitter here and there. Yesterday was absolutely terrible, jumping all over the place in games and freezing during calls.

    I will reset router mode later and post back. I'd like to get this sorted as I'm locked into a contract for ages.

      • chrisjbooth's avatar
        chrisjbooth
        Joining in
        24 days ago

        It has. I was hoping that would sort it and it appeared to but like I said, it's been terrible the last few days. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    24 days ago

    It will vary from day to day, depending how busy on line other users are in your area. Popular TV programmes, football matches etc. And of course within your home, multiple users are sharing the connection. 

    Realistically there is little you can do.