Constantly lagging / ping spikes / poor performance

[TheWibbles]

For the last 4-5 months I've been getting really frustrating lag on games, the ping within the game will spike occasionally to 180-200ms and will obvious cause jumping etc..

I phoned VM and they advised that my Omada gear was likely the issue, so I reluctantly dropped the VM Super Hub out of modem mode and into router mode - no dice.

I'm honestly at my wits end with this, the service is completely unusable, I never get > 800mbps on my line even though I'm paying for 1gbit.

Stats:

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/da89f701edd0196d557ce6e68b2b3f101ff51633][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/da89f701edd0196d557ce6e68b2b3f101ff51633.png[/img][/url]

3.0 Downstream channels

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

1	138000000	8.3	41	QAM 256	1
2	146000000	8.1	41	QAM 256	2
3	154000000	8.1	41	QAM 256	3
4	162000000	7.7	41	QAM 256	4
5	170000000	7.2	41	QAM 256	5
6	178000000	7.9	41	QAM 256	6
7	186000000	8.2	41	QAM 256	7
8	194000000	8.5	40	QAM 256	8
9	202000000	8.1	40	QAM 256	9
10	210000000	7.7	40	QAM 256	10
11	218000000	7.4	40	QAM 256	11
12	226000000	7.3	40	QAM 256	12
13	234000000	7.5	41	QAM 256	13
14	242000000	7.4	41	QAM 256	14
15	250000000	7.7	41	QAM 256	15
16	330000000	9.6	41	QAM 256	25
17	338000000	9.8	41	QAM 256	26
18	346000000	9.7	41	QAM 256	27
19	354000000	9.6	41	QAM 256	28
20	362000000	9.6	41	QAM 256	29
21	370000000	9.6	41	QAM 256	30
22	378000000	9.7	41	QAM 256	31
23	386000000	9.5	41	QAM 256	32
24	394000000	9.4	41	QAM 256	33
25	402000000	9.5	41	QAM 256	34
26	410000000	9.5	41	QAM 256	35
27	418000000	9.4	41	QAM 256	36
28	522000000	10.1	42	QAM 256	38
29	530000000	10.1	42	QAM 256	39
30	538000000	10.3	42	QAM 256	40
31	546000000	10.7	42	QAM 256	41

3.0 Downstream channels

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

1	Locked	41	241	0
2	Locked	41	259	0
3	Locked	41	285	0
4	Locked	41	277	0
5	Locked	41	351	0
6	Locked	41	486	23
7	Locked	41	309	0
8	Locked	40	422	0
9	Locked	40	489	0
10	Locked	40	539	0
11	Locked	40	547	0
12	Locked	40	641	0
13	Locked	41	668	0
14	Locked	41	789	0
15	Locked	41	821	0
16	Locked	41	1101	0
17	Locked	41	1027	0
18	Locked	41	1138	0
19	Locked	41	1157	0
20	Locked	41	1298	0
21	Locked	41	1555	0
22	Locked	41	1723	0
23	Locked	41	2028	0
24	Locked	41	1559	0
25	Locked	41	1736	0
26	Locked	41	1741	0
27	Locked	41	1805	0
28	Locked	42	2947	0
29	Locked	42	2827	0
30	Locked	42	2803	0
31	Locked	42	2918	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

37

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

37

Locked

42

9.5

3794278698

140

3.0 Upstream channels

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

0	49600000	49.3	5120	QAM 32	1
1	43100000	49	5120	QAM 32	2
2	36600000	49	5120	QAM 32	3
3	30100000	49.3	5120	QAM 32	4
4	23600000	49.5	5120	QAM 32	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	16	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10

10.4

44.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

10

OFDMA

208

74000000

21

0

[TheWibbles]

Hi, this is still not resolved after having the engineer visit.

How do we proceed?

[Beth_G]

Hi TheWibbles

We're sorry to hear the issue is still present. We can see that the engineer corrected some of the signal levels at the street cabinet and they appear to be stable now. We can't see any further issues at all on our side. Has there been any improvement at all over the last few days?

[TheWibbles]

17-09-2024: Yet again incredibly poor performance on the connection, major packet loss to the point of service outage last night (16-09-2024).

Complaint that is logged with Virgin Media has essentially came back with steps like "Try repositioning your router, try turning it on and off". How insulting.

I've got to the point of ruling out all of my physical network by directly connecting a single computer with a cat6 cable to the superhub and I still get issues.

Tired of paying for a service that has me switching to 4g to have teams calls in the daytime, let alone gaming performance in the evenings.

[TheWibbles]

It'd be good if my threads could be merged but I posted this on the other thread:

17-09-2024: Yet again incredibly poor performance on the connection, major packet loss to the point of service outage last night (16-09-2024).

Complaint that is logged with Virgin Media has essentially came back with steps like "Try repositioning your router, try turning it on and off". How insulting.

I've got to the point of ruling out all of my physical network by directly connecting a single computer with a cat6 cable to the superhub and I still get issues.

Tired of paying for a service that has me switching to 4g to have teams calls in the daytime, let alone gaming performance in the evenings.

[TheWibbles]

Yet another issue in my area! Amazing, but you're right, it's probably my gear that's the issue.

Casual 1 week fix window for that too. Joke.

[TheWibbles]

Specialist technician has come and gone. Issues are still present:



Joke of a product you are selling. 

[Zach_R]

Hi @TheWibbles,

Thank you for getting back to us here. I'm very sorry to hear that unfortunately things haven't improved following a recent visit from an engineer.

What did they advise and/or action during the visit exactly? Have you been in contact with the team again at all since your last post here?

Thanks,