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

JuicyGoomba
On our wavelength

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.

62ff60fbe6b29bb5b2b9a41c586220ff74851a48

Spoiler
Upstream:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000435120QAM 641
143100000425120QAM 642
23660000041.55120QAM 643
330100000415120QAM 644
423600000415120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Spoiler
Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330000000342QAM 25625
21380000006.943QAM 2561
31460000006.743QAM 2562
41540000006.443QAM 2563
51620000005.843QAM 2564
61700000005.643QAM 2565
71780000005.543QAM 2566
81860000005.543QAM 2567
91940000005.643QAM 2568
102020000005.343QAM 2569
112100000005.243QAM 25610
122180000004.342QAM 25611
132260000003.242QAM 25612
14234000000342QAM 25613
152420000002.842QAM 25614
162500000002.742QAM 25615
172580000002.742QAM 25616
182660000002.642QAM 25617
192740000002.642QAM 25618
202820000002.642QAM 25619
212900000002.742QAM 25620
222980000002.742QAM 25621
233060000002.742QAM 25622
243140000002.842QAM 25623
253220000002.942QAM 25624
263380000003.243QAM 25626
273460000003.143QAM 25627
283540000002.742QAM 25628
293620000002.442QAM 25629
303700000002.142QAM 25630
313780000001.942QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked42127050
2Locked4315220
3Locked4319470
4Locked4319120
5Locked4327700
6Locked436614124
7Locked4333600
8Locked4331490
9Locked4331230
10Locked4327180
11Locked4336170
12Locked4233700
13Locked4239670
14Locked4245250
15Locked4259270
16Locked4265810
17Locked4275390
18Locked4279130
19Locked4271870
20Locked4282660
21Locked42104880
22Locked42139100
23Locked42130190
24Locked42112730
25Locked42121520
26Locked43156910
27Locked43147510
28Locked42182800
29Locked42205810
30Locked42253150
31Locked42330290
Spoiler
Router network log for today:

Time Priority Description
13-03-2023 16:12:36warningDBC-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 16:12:36noticeUS 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 15:35:26noticeUS 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 15:35:26warningDBC-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 15:35:23errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-03-2023 14:52:57warningDBC-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 14:52:57noticeUS 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 13:49:29noticeUS 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 13:49:29warningDBC-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 13:42:13warningDBC-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 13:42:13noticeUS 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 13:11:43warningDBC-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 13:11:43noticeUS 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 13:08:58noticeUS 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 13:08:58warningDBC-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 12:43:13warningDBC-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 12:43:13noticeUS 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 12:12:45noticeUS 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 12:12:45warningDBC-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 11:12:55noticeUS 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 11:12:55warningDBC-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 10:16:46noticeUS 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 10:16:46warningDBC-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 09:14:06noticeUS 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 09:14:06warningDBC-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 08:26:01warningDBC-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 08:26:01noticeUS 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 06:24:52warningDBC-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 06:24:52noticeUS 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 06:14:45warningDBC-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 06:14:45noticeUS 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 05:08:19warningDBC-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;


 

60 REPLIES 60

JuicyGoomba
On our wavelength

Packet loss seems to be minimal from 12am to 8am each day. Reset the hub again, setup a new monitor, same outcome. The random large spikes aren't helping either.

The packet loss is particularly nasty right now. Again, online gaming is impossible, streams keep cutting out, and websites will randomly stop responding due to the packet loss. Even the built in compensation methods all of these online services have can't prevent failures due to the sheer amount of loss occuring.

Other than the connection issues all day today as usual, the packet loss from 4pm onwards is abysmal and completely unacceptable.

3a0bf84597583af35a1a212fd7409720626fbf93-15-03-2023

Surprised no one from VM has jumped on this thread or DM’s you yet. 

Adduxi
Very Insightful Person
Very Insightful Person

Your stats are all good, except for one DS channel showing PostRS errors. Ideally they should all be zero.  Also your US is flapping from one Profile to another.  I would have though it should be stable on one Profile?

As for packet loss in the afternoon/evenings I would normally suggest over subscription in the area, but the BQM does not show this and it normally would.

As an aside, when I needed redundancy for work, I used to run VM and BT together on a Dual WAN router and routed all my gaming traffic via BT (running at around 65/18)  circuit, even though it was a lot slower, it was better for gaming.

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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The packet loss is very sporadic and sadly I don't think it's consistent enough to show up. From about 4pm onwards it usually sits at less than 1% until the big spikes hit. 

Last night was a mess. As expected after running for a few days longer the stability is getting worse however the giant spike happened for everyone in the street, coincidentally right after I got a engineer booked through live chat. 

924ae2689309ea810d8cb41bd78598f610ebc137-16-03-2023.png

As for the channel swapping, it does this up to 30-40 times per day since I got the Hub 5. The Hub 4 had about a quarter of the errors/warnings at most, yet constantly dropped connection...Switches channels a few times a day. 

Blimey I'm glad I found this post because playing 2042 at the minute is just impossible. I literally play for 5 minutes then see people running in the air before being booted to the main loading screen.

The first settings page on 2042 should have a "Network" tab, you can go in there and enable the graphcs at the bottom, select "Always".

For me right now it's showing between 3-5% packet loss on uploaded packets (PL OUT) on 2042, it's completely unplayable.

Worst part is, BQM doesn't show any of these moments.

@JuicyGoomba are you in the 02 area code as your BQM chart looks exacly like mine did on the 15th march, ive hade sevral new lines, new tap and a new node fitted at the exchange yet the same issue is happning in the area i am, hight latency spikes in games and dropped packets nirly every day.

Vodafone FTTP / Orbi / Nighthawk SX10 Pro / Netgear External Beta Tester My Broadband Ping - FTTH

JuicyGoomba
On our wavelength

In the 01 area, by the looks of it the whole network must have had issues at the same time last night. Good to know it isn't our local boxes though!

On the plus side you don't have the big packet loss spikes for the most part, but BQM really doesn't tell the whole story. 

 

When i ring just get same ancer every time blaiming my equiptment, but its the same even when using just the hub. Glad im leaving i get cityfibre installed next week and my virgin gets disconnected in aprill.

Vodafone FTTP / Orbi / Nighthawk SX10 Pro / Netgear External Beta Tester My Broadband Ping - FTTH

JuicyGoomba
On our wavelength

Unfortunately that's the first red flag when it comes to any business. It's called giving you the run around.

The longer they do it, the longer they retain your contract value, and ultimately your money. It's frustrating, but at the same time Virgin are relying on such old wiring for their network that they literally can't do anything until it's all replaced by fibre cable in the next 5 years.

Unfortunately for them, BT will have installed a large amount of their full fibre network and will have lapped up all the frustrated Virgin customers with plenty of discount offers.

Glad you don't have to suffer with this any longer and theres a suitably fast replacement in your area! No more pain 🙂

This is the last 24 hours, the packet loss is at least consistently showing up on the graph now. Unusable for gaming, but I'm (stupidly) going to attempt to play the Diablo 4 beta later tonight. I expect much rage and disappointment as I die over and over again due to the uploaded packets not leaving the area and Blizzard's servers seeing me as idle.

If the engineer is unable to fix this at the weekend, the packet loss that is (variable latency is fine as long as the damn packets get to where they need to be), then the complaints dept will be getting an earful sadly. I expect to be on old slow BT FTTC by the end of next week going by other users experience on here.

339b4163c17f530499a06c6e9f1b0139f5aae332-17-03-2023