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Constant high latency and packet loss

 Not sure which board to post this on but this is most notable when trying to play MMOs.

Very high latency every day, multiple packet loss drop outs of connection and having to reset the router at least once per day. I have graphs from thinkbroadband to add but can’t access them from work- will attach them later.

I pay £45 per month for broadband and I’m not getting value for money at all. We’re still using the super hub 2 (despite me sending messages requesting a new hub) so not sure if that is part of the issue.

This is the info from the hub-

 

6B0DB901-913B-401A-9B11-30A8E215E446.jpeg

5E87E60F-3653-41B7-88C6-BF30A20997D1.jpeg

644F3423-329C-4832-9694-0A9876FE47A2.jpeg

 

Let me know if you need more info, I’ll add the monitor graphs later.

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Re: Constant high latency and packet loss

You've only got one upstream channel (should be 4) and that's running at too high a power level (shouldn't exceed 50 dBmV).  That will ruin synchronisation and lead to all manner of problems, probably including speed issues.  Hold on for the forum staff to pick this up and advise.  if it is an area problem rather than your connection you won't need a visit.  if it is just your connection you'll need a field technician to visit and there's a good chance they'll also replace your hub with a Hub 3 whilst attending to the line quality issues. 

A Hub 3 is a big improvement on older hubs, but be aware that for some customers the default wireless settings are very poor - but if you do find the wifi is pants, the settings are easily changed and there's plenty of advice available round here on sorting out Hub 3 wireless settings.  If it is an area fault, then you won't get a technician visit, but its still worth having your hub changed using this link

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Re: Constant high latency and packet loss

Thanks for your help, I’ll wait for a staff reply then.

These are the monitor graphs for this month- it’s only getting worse compared to last month.
18003F68-6DD3-467A-ABFB-8E4584EDD8A1.jpeg9370A264-42E6-4388-A882-DF16951986D6.jpeg19441C12-2ABE-4EC7-B1E5-46C1892A081B.jpegD8176D79-4854-474F-BCEF-CB06A718DE01.jpegAD9DFAFB-D66D-4F7C-91CD-EB1E27B634AB.jpegBDA05EE5-D2CE-46F6-8EDD-6888EC8942DA.jpeg76EB64E8-0413-4218-8CB4-44EDE2EE0396.jpeg3E6F79AD-FC85-4B55-8F35-F0B7C4E1F8EC.jpeg648C7EA7-AC25-4876-9B90-5D18CD413B65.jpeg22BF6199-6F53-4AE7-A79F-867B11CDE676.jpeg0571B1FF-759F-4E48-B465-23BEA5E3172F.jpeg3B2D6F69-2325-4072-93E6-BC7EA370DD2E.jpegF6414B78-31B6-4DF5-8759-E0911A26E67B.jpegD4044BF2-9814-49A3-96F7-D94CCA03B949.jpeg71B4D627-5C75-43DA-A528-DA8B1A7144AE.jpeg

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Re: Constant high latency and packet loss

Can a forum rep please look into this for me? I don’t want to have to move from Virgin but it’s becoming unusable.

i can arrange for someone to be at the property any day for an engineer visit.

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Re: Constant high latency and packet loss

Still waiting to hear from Virgin on this. I just want some help setting up the broadband properly. As has already been pointed out I’ve only got 1 upstream channel which is not right and is causing ping like this

D89A25A4-CC6C-4D67-9F3F-8DFD54B4EFF2.jpegFCFCD0A2-F093-4B56-B0E2-3CD22A008656.jpeg
which is just unplayable. I’ve been with Virgin for years because of the fibre broadband and thought that would be best for gaming but honestly the constant rubber-banding and disconnects sap the joy from it.

 

can someone please take a look at this and try and get it resolved?

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Re: Constant high latency and packet loss

Although the VM staff who patrol the forum are helpful, there's no guaranteed response time - and if there's ongoing responses in a thread, they'll sometimes bypass it on the assumption that the original poster is being helped by the "non-staff" contributors like me.

Your options are to phone it in and deal with the call centre of the Iranian Revolutionary Guards, or to sit it out here and wait.  I'm sorry that's not the immediate response you want, but that's how it is.  I'd always wait on the forum staff myself, but you don't have to.

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Re: Constant high latency and packet loss

Hi Kel316, 

 

Thanks for your post, I'm sorry to see the issues you've been having with the Internet.

 

Andruser is right, I'll need to book a technician for you.

 

I've popped you over a private message so I can arrange this for you.

 

Alex_Rm

 

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Message 8 of 8
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Re: Constant high latency and packet loss

Hi and thanks,

Ive not had a PM though 😕

 

Could you resend it please?

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