Forum Discussion

OllieDutts's avatar
OllieDutts
Joining in
7 months ago

Unstable Ping and packet Loss

For over a year now, I have been experiencing unstable ping and packet loss while playing online games. I use a graphical ping checker with Google, and the packet loss and increased ping occur simultaneously. I’ve researched this issue and found that the ping spikes when I lag in my game, which is hosted on another server. This indicates that my ISP is causing the problem. I have also attached a copy of my broadband performance over the last 24 hours, showing high ping directly to my router. I have called Virgin three separate times to resolve this issue, but it remains unresolved. My next step is to cancel my contract.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    Yup it due to uncontrollable upstream QoS/BQM that hits VM on Docsis they known about the problem for years but the problem comes and goes due to the load on the upstream at given times of the day and VM only fix that they only do if its bad like really bad is to split the network in the area to add more upstream channels.

    BQM is a good checker that VM somewhat take note of

    Broadband Quality Monitor | thinkbroadband

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    6 months ago

    Hi OllieDutts, thank you for your post.

    We're sorry to hear about the problem you've been having and that you're thinking of cancelling your contract 😔

    As suggested by legacy1, if you could please set up a Broadband Quality Monitor here, that'd be much appreciated.

    Please create and share a live graph as that'll allow us and other community members who wish to help to see your connection quality in real-time.

    Regards,
    Daniel

  • DannyEvans's avatar
    DannyEvans
    On our wavelength
    4 months ago

    Did you ever get this resolved. Im.having the same issue. BQM shows lag spikes but I'm currently 5 days with no response from yhr forum team and virgin media complaints just keep telling me there is no issue

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      4 months ago

      Hello DannyEvans.

      Sorry for the delay in getting back to you. We do ai to reply to posts as soon as possible.

      Looking at a few things from here especially the Hub, we can see you've arranged for an engineers visit to swap this over.

      Can you please let us know how this visit goes.

      Gareth_L

       

    • suttonscloud's avatar
      suttonscloud
      On our wavelength
      3 months ago

      Hi Ollie, 

      Your graph looks very similar to a lot of BQM's i've seen on the old HFC network. To be honest with you; like @Legacy1 mentioned above, the old HFC network gets hit with excessive interference and latency at busy times. You can see this on your graph the later it gets in the evening, the latency spikes increase.

      The only way round this is to either move to another provider, or wait till Virgin rollout RFoG, or XGSPON to your house. - XGSPON being full fibre into your home, RFoG being fibre to the house, and then converted to coax outside which then connects to the router.

      RFoG is better as it reduces the distance that your broadband service travels over coax, thus improving latency and your general quality of service. - I have XGSPON which is complete full fibre, into the router and my response times stay on average around 10ms at all times.

      Hope some of this info helps. 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      3 months ago

      Thank you for popping back to us OllieDutts 

      I am so sorry to hear you are still experiencing issues with your service, I have taken a look and I can see there is an outage in your area currently, this is estimated to be resolved October 29 at 9am. 

      Are you able to let us know how things are looking after this time?

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      3 months ago

      Hi OllieDutts

      We've checked today for you, and the issue in your area is ongoing. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We're sorry, our engineers are working hard to resolve this for you.

      The estimated fix time is showing at 7/11/24.

      You can check for updates here 

      We're very sorry for any inconvenience this interruption in service may be causing.

       

      • OllieDutts's avatar
        OllieDutts
        Joining in
        3 months ago

        I reported this issue back in July… I would also like to know how you know my address as I haven’t shared it with you. 

        the issue isn’t the consistency of the connection… it’s the latency of the ping. You have too much traffic for the lines to handle…. You need to either upgrade or you will continue to lose customers to BRSK.