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rrm2000
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Constant Drop-outs and Ping Spikes

Hi, 

So this problem has gotten progressivley worse over time. But it is at the point where there is a dropout (Ethernet & Wi-Fi), and spike lag (up to 260ms), every few minutes. I decided to do a BQM to see how bad it was, and even I was suprised! 

My expectations were low, but this was incredible. What can be done to fix this? VM has previously sent out a new router, so it isn't anything with that (unless there are settings that need to be altered). And it is with every device in the house, wired and wireless. I play on my xbox, so it is more apparent to me when this happens, as the drop only lasts a few seconds (enough for me to disconnect from the servers, but not enough for a netflix video to start bufffering). 

Here's a link to the BQM.

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/db81451df7024ca5e75e97d1a8178e2f5df7dffc-25-12-2020"><img alt="My Broadband Ping - Test 24/12/20" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/db81451df7024ca5e75e97d1a8178e2f5df7dffc-25-12-2020.png" /></a>

Thanks,

RM

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AlteranAncient
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Re: Constant Drop-outs and Ping Spikes


@rrm2000 wrote:

What can be done to fix this? VM has previously sent out a new router, so it isn't anything with that (unless there are settings that need to be altered). And it is with every device in the house, wired and wireless.


Listening to your story and looking at your graph, it looks a lot like a utilisation problem, caused by a combination of Virgin taking on too many subscribers in your area, subscribers using their services heavily, and Virgin not having suitable load balancing in place. This means there isn't a lot you can personally do to resolve this until Virgin manages to clear the bottleneck in your area. I have had a similar problem in my area since March that Virgin claim won't be fixed until the end of February next year - so almost a year of defective service.

The only real choice within your control is to leave Virgin and sign up with a different provider. If you're stuck inside contract, then you should follow my guide to obtaining an early termination without incurring a termination fee: Solved: Re: Another bad ping/latency post - Page 2 - Virgin Media Community - 4515074

Virgin have no incentive to improve their service as long as people are happy to pay £50-90 a month for a sub-par service and do nothing to persuade Virgin to actually improve things. As discovered by so many other people on this forum, the only way to make things improve is to threaten to leave (and leave) - like many other businesses, Virgin don't want to stop making money. If it becomes clear to them that they'll have to spend more money in infrastructure and less money in marketing in order to retain customers, then that's what they'll have to do.

I wish you the best of luck.