I was having bad latency issues from approx. 3 weeks ago (when gaming, I was skating around the place and disconnecting) I called Virgin, who sent an engineer and he raised a valid point that the previous engineer who had disconnected my Tivo box had left the cables plugged in, and this was likely causing noise on the network, hense the bad connection - he fixed this, replaced the cables for good measure and off he went (this was about 2 weeks ago)
The problem has persisted, I have left it thinking it will sort itself out after a while, but it hasn't. The issue happens around the same time every evening.
I set up a BQM when I first started getting the issue:
Here is the link to the first 24h of data approximately 3 weeks ago (before engineer visit)
While all this was going on, I changed my package with Virgin from their 100 D/L to their 350 D/L so accepted there may be some teething issues with changing (even though I was advised on the telephone it would be a straight forward change over) so if this is causing the issue I'd much rather go back to a stable 100 D/L.
I am happy to post anything you need data wise from my Router - I will post the latest information below this post just to pre-empt being asked for it - I can see a lot of error logs but I am not savvy enough to know what these mean.
I am getting desperate for help now every time I call the call centre I get hung up on after waiting on hold for 30 minutes, it's starting to get to me that I'm paying for fast internet to enjoy a hobby while stuck at home and it's simply un-usable between 19:00 - 00:00.
Thank you for reading, look forward to any replies and help.
Just to be clear - the Hub information posted is after a Pin reset about 1 hour ago. I also did one yesterday at the same time hoping there may be settings that needed to be downloaded/changed automatically.
There's a bit too much spread on downstream power levels for my liking, but I don't know if VM admit that's a fault. It also looks like you've got noise on your line - one of the upstream channels is dropping back to 16 QAM, and this can interfere with the hub keeping synchronised with the gear in the street cabinet. And (since you'd recently reset your hub) you've got WAY TOO MANY errors on the downstream, and those will hit latency hard. This could be specific to your connection, or it could be an area fault affecting multiple customers - either way it is a job for the field technicians to fix.
You can try and text or phone for support, but it is a lot easier to wait (and hope) for the forum staff to pick up your post and advise.
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Thanks for the reply. I noticed that 16 QAM too and had googled if that was an issue, I didn't mention it as I didn't know enough about it...but I've had an engineer here who identified it may be noise on the line so checked & replaced all the cables for me, which I have also double checked. I'm confident it's not that at least...good to see someone else picked up on the same thing out of all the numbers.
Something else I've not mentioned as it's not as much of an issue to me as the wired connection, my WiFi drops on my phone 1-5 times a day and the message on my phone is that it can't find the IP address?
I connect to the router again manually and it works fine....I can't wait to sort the issues out there's enough going on in life without stressing about my internet connection ☹️