1gig, hub 5, unusable for online gaming, packet loss and latency issues

[JuicyGoomba]

Hello,

I've been with Virgin for almost 4 years now, as they are unfortunately the only provider nearby that does high speed broadband.

I say unfortunately, because I have nothing but issues both with dropouts and online gameplay since joining Virgin. The Hub 3 and Hub 4 were both awful even in modem mode and contributed their fair share towards the issues. I've recently managed to get upgraded to the Hub 5, but aside from the dropouts being fixed, the issues with latency and packet loss continue.

Online gaming is virtually impossible now. Even when the latency is good, I get constant packet loss varying from 1%-5%. 1% is noticeable, especially on competitive games, and 5% is just a waste of time. I setup a BQM a couple of days ago along with the Hub 5, the connection seemed relatively stable for the first day outside of a single large latency spike, but the packet loss could still be seen. As the days have gone by, the packet loss has only increased in number and frequency, as has the latency issues.

My current network setup is as barebones as can be. I previously had the Hub 4 in modem mode, connected to a Nest Wifi router as it was noticeably more reliable for everything. I've since been trialing the Hub 5 as the only router, and all I have connected to it is 2x phones via wifi, 1x Fire Stick by ethernet, and 2x PCs by ethernet. In fairness to the Hub 5, it is actually capable of functioning as a decent router, and is comparable to the Nest Wifi in performance (likely helped by no longer using the god awful Intel Puma chip in the Hub 3/4).

I figured only having the Virgin router and a barebones setup would at least help with finding the issues here. The packet loss is just as bad as with the Hub 3/4, as is the latency spikes. As I said before, the only improvement so far is that I don't have dropouts as far as I can see. The Hub 4 in modem mode still required an almost daily power cycle to maintain some degree of stability.

I have shared the BQM below. I'm currently debating switching to BT's slow copper FTTC for the sake of making online gameplay usable. I play a lot of competitive shooters, and it is literally killing me. Even online coop games were unplayable with the Hub 4 due to the dropouts. My neighbour is 3 doors down connected to the same line, and he has all of the same issues.

I've tried all the usual fault reporting processes via the My Virgin area, but the whole process is as useless as it is frustrating.

I have also attached my logs from the router below as well, if that helps.

Spoiler

Upstream:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	43	5120	QAM 64	1
1	43100000	42	5120	QAM 64	2
2	36600000	41.5	5120	QAM 64	3
3	30100000	41	5120	QAM 64	4
4	23600000	41	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Spoiler

Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330000000	3	42	QAM 256	25
2	138000000	6.9	43	QAM 256	1
3	146000000	6.7	43	QAM 256	2
4	154000000	6.4	43	QAM 256	3
5	162000000	5.8	43	QAM 256	4
6	170000000	5.6	43	QAM 256	5
7	178000000	5.5	43	QAM 256	6
8	186000000	5.5	43	QAM 256	7
9	194000000	5.6	43	QAM 256	8
10	202000000	5.3	43	QAM 256	9
11	210000000	5.2	43	QAM 256	10
12	218000000	4.3	42	QAM 256	11
13	226000000	3.2	42	QAM 256	12
14	234000000	3	42	QAM 256	13
15	242000000	2.8	42	QAM 256	14
16	250000000	2.7	42	QAM 256	15
17	258000000	2.7	42	QAM 256	16
18	266000000	2.6	42	QAM 256	17
19	274000000	2.6	42	QAM 256	18
20	282000000	2.6	42	QAM 256	19
21	290000000	2.7	42	QAM 256	20
22	298000000	2.7	42	QAM 256	21
23	306000000	2.7	42	QAM 256	22
24	314000000	2.8	42	QAM 256	23
25	322000000	2.9	42	QAM 256	24
26	338000000	3.2	43	QAM 256	26
27	346000000	3.1	43	QAM 256	27
28	354000000	2.7	42	QAM 256	28
29	362000000	2.4	42	QAM 256	29
30	370000000	2.1	42	QAM 256	30
31	378000000	1.9	42	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	42	12705	0
2	Locked	43	1522	0
3	Locked	43	1947	0
4	Locked	43	1912	0
5	Locked	43	2770	0
6	Locked	43	6614	124
7	Locked	43	3360	0
8	Locked	43	3149	0
9	Locked	43	3123	0
10	Locked	43	2718	0
11	Locked	43	3617	0
12	Locked	42	3370	0
13	Locked	42	3967	0
14	Locked	42	4525	0
15	Locked	42	5927	0
16	Locked	42	6581	0
17	Locked	42	7539	0
18	Locked	42	7913	0
19	Locked	42	7187	0
20	Locked	42	8266	0
21	Locked	42	10488	0
22	Locked	42	13910	0
23	Locked	42	13019	0
24	Locked	42	11273	0
25	Locked	42	12152	0
26	Locked	43	15691	0
27	Locked	43	14751	0
28	Locked	42	18280	0
29	Locked	42	20581	0
30	Locked	42	25315	0
31	Locked	42	33029	0

Spoiler

Router network log for today:

Time Priority Description

13-03-2023 16:12:36	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 16:12:36	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:26	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:26	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 15:35:23	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:49:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:49:29	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:42:13	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:42:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:11:43	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:11:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:08:58	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 13:08:58	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:43:13	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:43:13	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:12:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 12:12:45	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 11:12:55	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 11:12:55	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 10:16:46	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 10:16:46	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 09:14:06	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 09:14:06	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 08:26:01	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 08:26:01	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:24:52	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:24:52	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:14:45	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 06:14:45	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 05:08:19	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[JJG92]

My vm contract ended at the perfect time as the day my contract ended is the day cityfibre went live in my street, got a nice deel on it aswell 900Mbps up and down then in aprill i have the chance to upgrade that to 2Gb up and down. My network setup is able to go up to 10Gb so my current setup going to last me a while,on the pluss side aswell is cityfibres ONT only draws 7w under full load so i'm also going to be saving on power by changing broadband provider.

[darmo]

im guessing BT's ONT uses about the same power. It a shame these can't just simply be powered by the ethernet that connects into the router, saves a plug.

[JJG92]

With BT's ONT if you receve the one with orange ethernet port thats the one with 2.5Gb ethernet port. Im not going to be using my new providers router going to be using my own orbi mesh setup with 64bit 2.2GHz quad-core processor works good with VM but will bee good to see how it copes with faster upload speeds.

[JuicyGoomba]

As predicted many times on here, engineer turned up on the morning and was very helpful and understanding, but ultimately couldn't do anything as the connection was fine. He agreed that it was pointless as most issues always rear their heads around peak hours, despite my proof of constant packet loss on BQM.

So yeah, nothing to do about it, I'll be calling Virgin tomorrow to discuss the contract that ends this month.

Gaming this evening is strangely playable, about time? Lag spikes exist still but no packet loss currently.

However for the last 24 hours this is a gem:

[Robert_P]

Hello JuicyGoomba

We're sorry to hear the visit wasn't successful in helping ease the issues, we're you able to speak to the team in regards to your package?

If you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you.

Rob

[JuicyGoomba]

Hi Robert,

Apologies for the late reply. Gave the number a call today, which then told me to go through text, which then told me to go through Whatsapp, till I was eventually told by the useless rep (seems harsh, but he repeatedly ignored what I was saying) that I would have yet another engineer here on Friday to "look at the cables".

I don't even want the contract discount anymore, I'm done with Virgin. Feel sorry for all the customer service reps who have to peddle Virgin's nonsense to customers, but I've worked for a company like this in the past and it's not nice.

Also for the lols:

[JuicyGoomba]

Just to note: that snapshot was from my neighbour 2 doors down on the same node, hence all the details cropped out.

For an even bigger joke, here's mine for this evening (a bit short as I've only just set up a new one):

Joke

[Travis_M]

Hi @JuicyGoomba 

Thanks for posting on our community forum and sorry to hear about the issue with your hub.

How has your connection been since your last post? Have you noticed any improvement at all - the power & signal levels look OK today after I've conducted a remote check

Regards

[JuicyGoomba]

It's been about half and half. Last night was stable for the most part, but the night before it was unusable between 9pm-10pm, although you could argue that is an improvement over the previous times where it was unusable for an entire afternoon and evening. 

Engineer should be here soon so will see what they say. I have no choice currently but to keep the Virgin line running as it's a 3 week wait for BT. 

Strangely enough my download speeds were the highest they've been last night, even during peak. 122MB/s on the EA app. Unheard of during low load hours nevermind at 8pm at night. Consistent too, usually it fluctuates wildly between 30MB/s and 90MB/s but it remained above 100MB/s throughout the 80GB download.  

Had these purple patches before though, and now that it's the weekend it's usually the real test, usually expecting mass packet loss every Friday and Saturday afternoon/evening. 

[JJG92]

Ive had a BQM look liks that befor with VM and it was water ingressin in to the tap i was connected to and the tap brfor the one i was connected to took 1 to 2 years for VM to figar it out but once they where replaced my line went back to normal well VM normal and they did not replace the cover seel so it will possibly happen again.