Virgin Media

Nikolaijai · ‎13-02-2023

I've been having massive issues with lag and packet loss over the last week. The issue is constant, but the spikes seem to come and go everyone few seconds. The packet loss means things like submitting tickets and information usually takes 3/4 tries before the information is actually passed.

I am a big World of Warcraft player, and unfortunately the game has been unplayable over the period in question, with massive lag spikes and packet loss.

I have tried all of the tips listed on similar posts, and on the actual virgin website. I even tried the Blizzard recommended fixes, but as the problem persists outside of World of Warcraft as well, it seems the issue is not anything on Blizzards side. I have reset renewed my IP, I have reset the router with the pinhole, I have reset the router to factory settings using the web browser, and nothing has fixed my issues. Ofcourse I have checked all the cabel connections, and the connection itself is over ethernet. Internet features on my Virgin Media TV are also affected intermittently, with it showing connectivity errors when in the menu's etc.

Service Status shows no issues in my area (including no Broadband issues), but when I then run a further Broadband specific test, it shows an issue in my area, but gives no further details regarding the issue, and no expected ETA on any fixes, just to check back to the page for further updates, of which there has been none over the last 4 days.

I really need this issue to be sorted out, as it is making the internet basically unusuable for my needs.

Can someone please help me with this issue as I waited over a week now to raise any concerns due to the Broadband status saying there is an issue, but ofcouse, it is still saying this and giving no details. I have rang Virgin, and get told the same thing, without having any option to speak to a human.

Please help :((

Nikolaijai · ‎13-02-2023

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 Blizzard Blizzard 1.369 ms 1.635 ms 1.918 ms
2 * * *
3 137.221.66.46 (137.221.66.46) 0.345 ms 0.347 ms 0.348 ms
4 137.221.78.52 (137.221.78.52) 8.891 ms 8.907 ms 8.907 ms
5 * * *
6 137.221.78.34 (137.221.78.34) 1.032 ms 1.585 ms 1.566 ms
7 nl-ams14a-ri1-ae-26-0.aorta.net (213.46.182.193) 0.682 ms 3.625 ms 3.621 ms
8 * * *
9 nl-ams04a-ri3-ae-8-0.aorta.net (84.116.130.97) 5.077 ms 5.111 ms 5.106 ms
10 * * *
11 nott-core-2b-ae13-0.network.virginmedia.net (62.254.42.78) 9.893 ms 9.880 ms 9.865 ms
12 * * *
13 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 38.503 ms 19.717 ms 20.738 ms

13/02/2023 14:25:45 UTC
--------------------

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.845 ms 1.240 ms 1.405 ms
2 * * *
3 137.221.66.44 (137.221.66.44) 0.433 ms 0.465 ms 0.475 ms
4 137.221.78.66 (137.221.78.66) 25.417 ms 25.441 ms 25.449 ms
5 * * *
6 137.221.78.34 (137.221.78.34) 1.013 ms 0.970 ms 0.955 ms
7 nl-ams14a-ri1-ae-26-0.aorta.net (213.46.182.193) 1.332 ms 0.793 ms 0.805 ms
8 * * *
9 nl-ams04a-ri3-ae-8-0.aorta.net (84.116.130.97) 1.631 ms 1.675 ms 1.474 ms
10 * * *
11 nott-core-2b-ae13-0.network.virginmedia.net (62.254.42.78) 10.034 ms 10.037 ms 10.018 ms
12 * * *
13 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 19.475 ms 20.723 ms 17.886 ms

13/02/2023 14:25:46 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=1 ttl=51 time=21.7 ms
64 bytes from 82.14.66.83: icmp_seq=2 ttl=51 time=20.6 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 2 received, 50% packet loss, time 3000ms
rtt min/avg/max/mdev = 20.642/21.172/21.703/0.550 ms

13/02/2023 14:25:45 UTC
--------------------

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 Blizzard Blizzard 1.190 ms 1.610 ms 2.315 ms
2 * * *
3 137.221.66.46 (137.221.66.46) 0.383 ms 0.406 ms 0.409 ms
4 137.221.78.52 (137.221.78.52) 2.083 ms 2.119 ms 2.123 ms
5 * * *
6 137.221.78.34 (137.221.78.34) 29.140 ms 28.765 ms 28.749 ms
7 nl-ams14a-ri1-ae-26-0.aorta.net (213.46.182.193) 0.599 ms 0.814 ms 0.791 ms
8 * * *
9 nl-ams04a-ri3-ae-8-0.aorta.net (84.116.130.97) 14.499 ms 14.513 ms 13.753 ms
10 * * *
11 nott-core-2b-ae13-0.network.virginmedia.net (62.254.42.78) 9.932 ms 9.783 ms 9.983 ms
12 * * *
13 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 20.665 ms 23.387 ms *

13/02/2023 14:25:48 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=2 ttl=51 time=18.0 ms
64 bytes from 82.14.66.83: icmp_seq=4 ttl=51 time=17.9 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 2 received, 50% packet loss, time 2999ms
rtt min/avg/max/mdev = 17.942/17.976/18.011/0.138 ms

13/02/2023 14:25:47 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=1 ttl=51 time=18.5 ms
64 bytes from 82.14.66.83: icmp_seq=2 ttl=51 time=19.9 ms
64 bytes from 82.14.66.83: icmp_seq=3 ttl=51 time=18.4 ms
64 bytes from 82.14.66.83: icmp_seq=4 ttl=51 time=22.6 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 2998ms
rtt min/avg/max/mdev = 18.430/19.910/22.672/1.712 ms

13/02/2023 14:25:50 UTC
--------------------

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 37.244.50.146 (37.244.50.146) 1.141 ms 1.536 ms 1.712 ms
2 * * *
3 137.221.66.32 (137.221.66.32) 0.490 ms 0.510 ms 0.523 ms
4 137.221.77.78 (137.221.77.78) 8.302 ms 8.334 ms 8.337 ms
5 137.221.65.19 (137.221.65.19) 7.601 ms 7.614 ms 7.615 ms
6 137.221.79.34 (137.221.79.34) 8.326 ms 7.812 ms 7.764 ms
7 uk-lon03a-ri2-ae-4-0.aorta.net (213.46.175.137) 7.838 ms 10.450 ms 10.435 ms
8 * * *
9 * * *
10 uk-lon01c-ri2-ae-4-0.aorta.net (84.116.135.50) 8.251 ms 8.263 ms 8.259 ms
11 * * *
12 * * *
13 nott-core-2a-ae13-0.network.virginmedia.net (62.254.42.74) 18.195 ms 18.243 ms 18.191 ms
14 * * *
15 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 26.508 ms 31.279 ms 31.310 ms

13/02/2023 14:25:51 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=1 ttl=52 time=28.9 ms
64 bytes from 82.14.66.83: icmp_seq=2 ttl=52 time=25.8 ms
64 bytes from 82.14.66.83: icmp_seq=3 ttl=52 time=24.7 ms
64 bytes from 82.14.66.83: icmp_seq=4 ttl=52 time=33.3 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 2998ms
rtt min/avg/max/mdev = 24.701/28.204/33.338/3.350 ms

13/02/2023 14:25:53 UTC
--------------------

MTR:
Start: Mon Feb 13 14:25:45 2023
HOST: ams1a-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- Blizzard 0.0% 10 1.1 1.1 0.7 1.8 0.0
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.44 0.0% 10 0.4 0.5 0.3 0.9 0.0
4.|-- 137.221.78.66 0.0% 10 146.1 32.7 0.9 146.1 51.0
5.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
6.|-- 137.221.78.34 0.0% 10 1.3 4.3 1.0 31.4 9.5
7.|-- nl-ams14a-ri1-ae-26-0.aorta.net 0.0% 10 0.8 1.9 0.6 12.5 3.7
8.|-- nl-ams02a-rc2-lag-5-0.aorta.net 90.0% 10 1.5 1.5 1.5 1.5 0.0
9.|-- nl-ams04a-ri3-ae-8-0.aorta.net 0.0% 10 1.6 2.6 1.5 8.9 2.2
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- nott-core-2b-ae13-0.network.virginmedia.net 0.0% 10 10.1 10.2 10.0 10.4 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 90.0% 10 31.7 31.7 31.7 31.7 0.0

13/02/2023 14:25:45 UTC
--------------------

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 37.244.50.146 (37.244.50.146) 2.076 ms 3.146 ms 3.172 ms
2 * * *
3 137.221.66.32 (137.221.66.32) 0.868 ms 0.942 ms 0.967 ms
4 137.221.77.78 (137.221.77.78) 7.646 ms 7.690 ms 7.695 ms
5 137.221.65.19 (137.221.65.19) 7.897 ms 7.934 ms 7.943 ms
6 137.221.79.34 (137.221.79.34) 7.691 ms 7.991 ms 7.979 ms
7 uk-lon03a-ri2-ae-4-0.aorta.net (213.46.175.137) 8.318 ms 8.360 ms 8.357 ms
8 * * *
9 * * *
10 uk-lon01c-ri2-ae-4-0.aorta.net (84.116.135.50) 8.137 ms 8.166 ms 8.167 ms
11 * * *
12 * * *
13 nott-core-2a-ae13-0.network.virginmedia.net (62.254.42.74) 18.166 ms 18.234 ms 18.210 ms
14 * * *
15 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 33.527 ms 25.629 ms 30.553 ms

13/02/2023 14:25:57 UTC
--------------------

MTR:
Start: Mon Feb 13 14:25:46 2023
HOST: ams1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- Blizzard 30.0% 10 1.0 1.0 0.7 2.2 0.0
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.46 30.0% 10 0.4 0.5 0.3 0.8 0.0
4.|-- 137.221.78.52 30.0% 10 3.9 22.0 0.9 100.6 36.5
5.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
6.|-- 137.221.78.34 30.0% 10 1.3 4.1 1.0 16.0 5.4
7.|-- nl-ams14a-ri1-ae-26-0.aorta.net 30.0% 10 0.6 1.6 0.5 7.3 2.4
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- nl-ams04a-ri3-ae-8-0.aorta.net 30.0% 10 1.3 3.4 1.3 14.9 5.1
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- nott-core-2b-ae13-0.network.virginmedia.net 30.0% 10 10.0 10.1 10.0 10.5 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 60.0% 10 20.2 24.3 19.9 32.6 5.8

13/02/2023 14:25:46 UTC
--------------------

MTR:
Start: Mon Feb 13 14:25:47 2023
HOST: ams1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- Blizzard 30.0% 10 0.7 1.2 0.7 3.0 0.7
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.46 30.0% 10 0.5 0.5 0.3 0.6 0.0
4.|-- 137.221.78.52 30.0% 10 29.6 21.9 0.8 102.1 36.9
5.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
6.|-- 137.221.78.34 30.0% 10 21.1 4.7 0.9 21.1 7.5
7.|-- nl-ams14a-ri1-ae-26-0.aorta.net 30.0% 10 0.8 3.7 0.6 15.5 5.6
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- nl-ams04a-ri3-ae-8-0.aorta.net 30.0% 10 1.4 1.6 1.3 2.7 0.4
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- nott-core-2b-ae13-0.network.virginmedia.net 30.0% 10 10.0 10.1 9.8 10.3 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 70.0% 10 36.0 25.6 19.7 36.0 9.0

13/02/2023 14:25:47 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=1 ttl=52 time=23.5 ms
64 bytes from 82.14.66.83: icmp_seq=3 ttl=52 time=23.8 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 2 received, 50% packet loss, time 3005ms
rtt min/avg/max/mdev = 23.588/23.736/23.884/0.148 ms

13/02/2023 14:26:00 UTC
--------------------

TRACEROUTE:
traceroute to 82.14.66.83 (82.14.66.83), 15 hops max, 60 byte packets
1 37.244.50.146 (37.244.50.146) 0.993 ms 1.202 ms 1.692 ms
2 * * *
3 137.221.66.32 (137.221.66.32) 0.498 ms 0.528 ms 0.496 ms
4 137.221.77.78 (137.221.77.78) 7.995 ms 8.030 ms 8.033 ms
5 137.221.65.19 (137.221.65.19) 14.771 ms 14.797 ms 14.798 ms
6 137.221.79.34 (137.221.79.34) 7.639 ms 7.743 ms 8.020 ms
7 uk-lon03a-ri2-ae-4-0.aorta.net (213.46.175.137) 8.305 ms 8.081 ms 8.060 ms
8 * * *
9 * * *
10 uk-lon01c-ri2-ae-4-0.aorta.net (84.116.135.50) 8.431 ms 8.203 ms 8.286 ms
11 * * *
12 * * *
13 nott-core-2a-ae13-0.network.virginmedia.net (62.254.42.74) 18.200 ms 18.259 ms 18.305 ms
14 * * *
15 cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net (82.14.66.83) 33.833 ms 38.673 ms 38.217 ms

13/02/2023 14:26:02 UTC
--------------------

MTR:
Start: Mon Feb 13 14:25:52 2023
HOST: cdg1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- 37.244.50.146 0.0% 10 0.9 1.2 0.9 2.7 0.5
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.32 0.0% 10 0.6 0.5 0.3 0.7 0.0
4.|-- 137.221.77.78 0.0% 10 7.4 27.6 7.2 87.7 29.6
5.|-- 137.221.65.19 0.0% 10 7.5 11.1 7.3 31.7 8.2
6.|-- 137.221.79.34 0.0% 10 25.7 14.7 7.5 60.3 17.0
7.|-- uk-lon03a-ri2-ae-4-0.aorta.net 0.0% 10 9.5 10.2 8.0 28.2 6.3
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- uk-lon01c-ri2-ae-4-0.aorta.net 0.0% 10 8.5 8.5 8.3 8.8 0.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- nott-core-2a-ae13-0.network.virginmedia.net 0.0% 10 18.4 18.4 18.2 19.0 0.0
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
15.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 0.0% 10 25.5 28.2 25.5 36.6 3.2

13/02/2023 14:25:51 UTC
--------------------

PING:
PING 82.14.66.83 (82.14.66.83) 56(84) bytes of data.
64 bytes from 82.14.66.83: icmp_seq=3 ttl=52 time=26.9 ms

--- 82.14.66.83 ping statistics ---
4 packets transmitted, 1 received, 75% packet loss, time 2998ms
rtt min/avg/max/mdev = 26.905/26.905/26.905/0.000 ms

13/02/2023 14:26:03 UTC
--------------------

MTR:
Start: Mon Feb 13 14:25:56 2023
HOST: cdg1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- 37.244.50.146 0.0% 10 0.9 1.2 0.8 1.4 0.0
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.32 0.0% 10 0.5 0.7 0.5 0.8 0.0
4.|-- 137.221.77.78 0.0% 10 7.4 18.7 7.3 44.1 16.0
5.|-- 137.221.65.19 0.0% 10 7.8 10.2 7.2 33.7 8.3
6.|-- 137.221.79.34 0.0% 10 7.6 9.9 7.5 30.1 7.1
7.|-- uk-lon03a-ri2-ae-4-0.aorta.net 0.0% 10 8.2 8.2 8.0 8.7 0.0
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- uk-lon01c-ri2-ae-4-0.aorta.net 0.0% 10 8.4 8.4 8.3 8.6 0.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- nott-core-2a-ae13-0.network.virginmedia.net 0.0% 10 18.4 18.4 18.3 18.8 0.0
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
15.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 30.0% 10 25.9 27.1 25.3 31.0 2.2

13/02/2023 14:25:56 UTC
--------------------

MTR:
Start: Mon Feb 13 14:26:02 2023
HOST: cdg1a-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- 37.244.50.130 0.0% 10 0.9 1.1 0.7 2.8 0.3
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.38 0.0% 10 0.4 0.5 0.3 0.6 0.0
4.|-- 137.221.77.52 0.0% 10 7.4 10.2 7.2 22.8 5.9
5.|-- 137.221.65.19 0.0% 10 7.8 12.7 7.3 59.4 16.4
6.|-- 137.221.79.34 0.0% 10 7.4 15.7 7.4 67.8 18.9
7.|-- uk-lon03a-ri2-ae-4-0.aorta.net 0.0% 10 8.1 10.0 7.9 27.4 6.1
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- uk-lon01c-ri2-ae-4-0.aorta.net 0.0% 10 11.2 8.9 8.1 11.6 1.2
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- nott-core-2a-ae13-0.network.virginmedia.net 0.0% 10 18.0 18.4 18.0 19.6 0.3
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
15.|-- cpc127152-mapp14-2-0-cust82.12-4.cable.virginm.net 0.0% 10 24.5 24.5 23.2 27.3 1.1

13/02/2023 14:26:02 UTC
--------------------

That's the traceroute / MTU / Ping test to blizzard servers, showing plenty of packet loss.

Nikolaijai · ‎13-02-2023

Some data from the router that may help.

Kath_F · ‎15-02-2023

Hi Nikolaijai,

Thanks for posting here. I can see my colleague has already replied to your thread here: Connection Lag + Packet Loss

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

Have a look at my reply on the other thread and stick with that one so we keep all the information in one place.

Thanks,

Kath_F
Forum Team

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