Forum Discussion

Gmjay's avatar
Gmjay
Joining in
6 months ago

latency, and general lag

my connection is all over the place, i cannot game or stream my content properly and i have lost viewers and iam losing hope. over a year of back and forth, several claimed cable repulls broken taps in the green box. NOTHING has changed. the connection hasn't been stabilised in a whole year!!! this is my last resort of trying to get the connection rectified so i can potentially continue a contract with Vm as they provide the highest speeds within my area. iam not getting a stable connection or far too often iam not even getting the minimum speed stipulated. misinformation and ignoring basic consumer rights, over the phone. isnt working so far. so we will try this route, what resolution can you offer me as an alternative.. 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    6 months ago

    Hi Gmjay, thank you for your post.

    We're sorry to hear about the problems you're having and the poor experience you've had 😔

    I can see you've spoken to the team since you posted. Are you any further forward with this?

    If not, please follow the advice provided by legacy1 in the first instance.

    When setting up a Broadband Quality Monitor, you'll need to create and share a live graph as that will allow ourselves and other community members who wish to help to see your connection quality in real time.

    It'll then need to run for at least 24 hours before any results can be seen to work from.

    Regards,
    Daniel

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    Either you got something your side maxing out your speed (due to no QoS/BWM on hub) causing the ping spikes or people in your area are uploading causing you to ping spike. 

    • Gmjay's avatar
      Gmjay
      Joining in
      6 months ago

      I have only the Xbox running on the network I'am hardwired in all the way with ethernet cables that where provided to me on the last virgin media visit, I was told that 'there is noise on the network from omni box, and its sitting at the high end of the spec'. Surely the average latency should be more stable...

    • Gmjay's avatar
      Gmjay
      Joining in
      6 months ago

       (due to no QoS/BWM on hub)..... so how are we going to fix this. its hindering my gaming and streaming to twitch. 

      • Robert_P's avatar
        Robert_P
        Forum Team
        6 months ago

        We can see you have spoken to the team since posting, Gmjay. From the notes it looks like there was some confusion around your current broadband tier, we'd recommend checking your original contract or online account for confirmation of this.

         

        The speeds available to the hub, as tested remotely today, are showing as 380Mbps download and 34Mbps upload. The levels all look correct for where we would expect them to be.

    • Gmjay's avatar
      Gmjay
      Joining in
      6 months ago

      are we just going to ignore this then? after a whole year of dealing with bad connection and now just ignored... ill be going to citizens advice and trading standards as this breaks consumer rights. there is clearly a fault that needs to be sorted.