Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
290 Views
Message 1 of 7
Flag for a moderator

Bad internet around 8pm GMT every night

I play World of Warcraft quite competitively, for people familiar with WoW I go for CE every tier in a top 100 guild as well as dabbling in a few other games.

I've recently changed over to Virgin in the run up to the new expansion and around 7-10pm every night I get awful connection issues, to the point in game I'm getting up to and over 12000ms, where as when I was with BT / TalkTalk my previous providers I was rarely seeing over 30-40ms

Not only that I'm regularly getting disconnects that can last up to 30 seconds at a time, taking me out of game, Discord and ruining Keys / Raids. 

I've been out today and bought a TP-LINK AX3000 and installed it into the PC, unfortunately hasn't made a difference. Wireless connection is a must as running ethernet cable to my PC from the hub isn't feesable without having wires trailing through the house, I have 2 young kids so would rather avoid it, Power line adaptors don't seem to work in my house either.. Though I've never had a problem with WiFi before.   (This all so happens on the sons Nintendo Switch too so isn't localized to my PC)

I should also note I'm on the 500mbps package.

Thank you for any advice, Jamie.

0 Kudos
Reply
Highlighted
  • 4.37K
  • 743
  • 1.78K
Very Insightful Person
Very Insightful Person
275 Views
Message 2 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

Set up a Broadband Quality Monitor.  Let it run for 24 hours and then post a link to shared live graph.  That'll give us an idea of what's going on, and we can comment accordingly.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 4
  • 0
  • 0
Tuning in
261 Views
Message 3 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

Live Broadband Quality link      Downstream bonded channels

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

12830000001.540256 qam19
2139000000340256 qam1
31470000002.740256 qam2
41550000002.540256 qam3
51630000002.540256 qam4
61710000002.940256 qam5
7179000000340256 qam6
81870000003.240256 qam7
91950000003.240256 qam8
10203000000340256 qam9
11211000000340256 qam10
12219000000340256 qam11
13227000000340256 qam12
142350000002.740256 qam13
152430000002.540256 qam14
162510000002.440256 qam15
172590000002.240256 qam16
182670000002.240256 qam17
192750000001.740256 qam18
202910000001.540256 qam20
212990000001.540256 qam21
223070000001.540256 qam22
233150000001.740256 qam23
243230000001.740256 qam24



Downstream bonded channels

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

1Locked40.940
2Locked40.960
3Locked40.980
4Locked40.950
5Locked40.350
6Locked40.370
7Locked40.350
8Locked40.9190
9Locked40.9190
10Locked40.340
11Locked40.350
12Locked40.340
13Locked40.350
14Locked40.960
15Locked40.360
16Locked40.980
17Locked40.960
18Locked40.340
19Locked40.940
20Locked40.3120
21Locked40.350
22Locked40.360
23Locked40.950
24Locked40.350

 

 

Upstream bonded channels

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

1537000003.25512064 qam10
2394000003.25512064 qam12
3462000003.25512064 qam11
4602999863.25512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
209 Views
Message 4 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

So it isn't a time specific incident like I thought it was, just had terrible MS in game up to 14000 again with 'lag spikes' happening for 30-40 seconds where I'm unable to do anything. 

Terrible service so far, if I could leave and go back to my old ISP I would in a flash 😞

0 Kudos
Reply
Highlighted
  • 4.37K
  • 743
  • 1.78K
Very Insightful Person
Very Insightful Person
191 Views
Message 5 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

Looks to me like your upstream power levels are too low.  That can cause dropouts, so I'll flag that for the forum staff to advise.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 7.67K
  • 460
  • 485
Forum Team
Forum Team
78 Views
Message 6 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

Hi Softstab, 

Thanks for your post and welcome to our community. 

Very sorry for the issues you've been having and for the delay in getting back in touch, we have been busier than usual. 

I've had a look at the back end of things and as advised there are an issue with the power levels, therefore I've booked you the next available engineer visit. 

 

The details of the visit can be found via your online account, if the time doesn't suit or something becomes available earlier then you can book it from there. You'll also need to ensure somebody over the age of 18 is in the property at the time. 

 

Any further issues let us know and keep us posted with how the visit goes. 

Emma_C - Forum Team
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
34 Views
Message 7 of 7
Flag for a moderator

Re: Bad internet around 8pm GMT every night

Thanks for sending the engineer out Emma, though unfortunately the problem has not been resolved. Still constant disconnects, packet loss and high pings when playing / using the internet across all platforms in the house. 

0 Kudos
Reply