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Connection, Latency and packet loss problems

Hi, I currently have the M200 Fibre broadband package which up until a few weeks ago was working ok, by ok I mean I was actually getting 200Mbps at some points during the day.

I mainly use my broadband for online multiplayer gaming and have always been able to get a solid connection via the wifi with no problems up until recently when I have started to encounter incredibly bad latency and packet loss issues. Because of this I now run a wired ethernet connection via a CAT6 wire. Unfortunately this has not cured the problem.

I have already complained via the off shore customer service team who indicated it was the HUB3 that was the problem, this I doubted very much after reading some of the posts on this forum, but played along and agreed to receive the new equipment. Once the new HUB3 arrived I installed it as instructed and the issues did not disappear in fact they became worse.

It has now got to the point where I am totally unable to game online and my connection is so bad that it is a miracle if if a receive a download speed in double figures, streaming by Netflix etc and surfing the internet at anytime of the day has now also become an issue with frequent drop outs and no internet.

Please find "thinkbroadband" graph below for the last 24hrs.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4a34330ed7f2d064244a0bea6478b7cc27e2aa3a-20-05-2020"><img alt="My Broadband Ping - My Virgin Media Broadband Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/4a34330ed7f2d064244a0bea6478b7cc27e2aa3a-20-05-2020.png" /></a>

As you can see it is all over the place, I'm not an expert but looking at the graph it would indicate to me that my area is heavily over subscribed and the network is unable to cope with it as the hours between midnight and 8am look to be ok.

Would appreciate it if one of the Virgin Media team could contact me and help me out with this issue.

Cheers, Adam.

 

 

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Re: Connection, Latency and packet loss problems

Hey Adam_VB

 

Thank you for coming to the forums to post your issue. Welcome 🙂

 

Firstly, I'd like to apologise for the various issues you've been experiencing with your broadband. 

 

I have had a quick look from behind the scenes and I can see that you are currently being affected by some high utilisation in the area. The problem is estimated to be resolved on the 10th June once we have undertaken some upgrade work to support the increase demand for our services.

 

I'm really sorry for the inconvenience this causes whilst we get this fixed. If there's anything else you need from me at all just give me a shout.

 

Kind regards,

 

Beth

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Re: Connection, Latency and packet loss problems

Hi Beth,

Thank you for the quick reply and advising on the high utilisation issues in my area.

Obviously it's good to know that it is not my equipment but a wider Virgin Media issue, this still doesn't help me in the short term as my broadband connection is basically unusable as it struggles to even stream a movie on Netfilx or any of the other streaming services and you can completely forget about online multiplayer gaming.

I wouldn't even mind if I had a slower download speed, say a solid 50mbps and that the latency and packet loss weren't affected, at least then I could play online, but unfortunately this doesn't even happen.

As my current service is falling well below the service that I am paying for and will not be fixed until an "estimated" date of the 10th June, will we be entitled to a refund for the current period?

Kind regards.

Adam.

 

 

 

 

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Re: Connection, Latency and packet loss problems

Hi Adam_VB,

 

Yes, since this is being worked on by our team with [ref# F008008031] and you have been impacted by this it will be reflected on your account with the corresponding adjustments made to your bill.

 

Thanks,

Corey C

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Re: Connection, Latency and packet loss problems

Hi Corey, 

Thanks for the information regarding account adjustments and works ref# number.

Unfortunately my broad band connection has become even more unstable during the time that I have hi-lighted the issue on the forum, I didn't think that it could get any worse, but it has. I am now experiencing average latency of around 140 with the maximum going off the charts throughout the day no matter what time I go online and packet loss which ranges between 20%-60% (thinkbroadband test). At peak times I am receiving a maximum of 1.5mbps and below download speed, as you can imagine this is extremely frustrating as I have always received a solid broadband service without any issues.

I appreciate that we are currently in an unusual situation what with COVID 19 and everything, but I do feel like Virgin Media have really not responded well to this situation and are seriously letting their loyal customers down.

I am a long time customer and have been with Virgin Media and previously NTL for many years and through experience know that the estimated fix date of the 10th June will not happen and will more than likely slip by weeks or even months. With this in mind I am really considering swapping providers and cancelling my contract with Virgin Media which I believe has run it's full term, can you please advise on how I would go about doing this if I decide to take this course of action?

Kind regards.

Adam.

 

 

 

 

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Re: Connection, Latency and packet loss problems

That’s why the fix dates are estimated.

The forum team can’t handle account or billing queries so you’ll need to call up if you want to leave. 


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