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dylana9991
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Continuous High Ping and Packet Loss since March

Hi there,

I had a technician came over he had no idea what I was on about as they didn't have a gaming background they said I sounded more technical then they did. I've had two technicians over the last 4/5 months over and they have both said the same thing and have done the same thing during the investigation which is changing the port in the box across the road. Below I have taken screenshots of what I have been experiencing over the last few months.

AugustAugust

Picture 1 - August 15th - High Ping spikes and packet loss through out most of the day.

SeptemberSeptember

Picture 2 - September 30th - High Ping spikes and so much packet loss spikes through out most of the afternoon. This lead into the same thing on the morning after which was October 1st.

OctoberOctober

Picture 3 - October 23rd - Same as the last few months, ping spikes and packet loss through out the day.

14.15 November.png

Picture 4 - 14th/15th November (+ right now) The packet loss through out the day seems to have gone during this month which is good to see. However now it's just straight high latency spikes and it start's during the beginning of the day, calms down by lunch and then happens from 4-5pm onwards.

I would really love some help on this. We have tried a new cable CAT6 and  currently using a fresh CAT8 which we have had since April/ May time just before reporting for the 1st technician, they was both showing the same results. I have tried swapping the coaxil cables as well to see if that showed an improvement but doesn't seem it has by the looks of it.

I don't know what is going on but for what my family is paying for, this is quite unacceptable. I really appreciate the fact that there is a pandemic and it's hard for VM right now as they have had to reduce staff due to government's guidelines and there is a complete influx of usage on the servers with people working from home and etc but so many people are reporting issues that seem quite similar to mine and it's really bad.

I would just love an answer from this because originally I was told it could be due to high traffic in your area but I have friends close by who have the same package as me and one lives like 2 minutes from me and they connection could possibly lead to the same box as us across the road and they report zero issues with ping or packet loss when they play games.

I would really appreciate it if someone could speak to me off this as what was attempted last time had shown no improvement over the last few months at all.

Thanks.

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dylana9991
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Re: Continuous High Ping and Packet Loss since March

Please can I have someone from Virgin Media to have a look at this. I even ran a speedtest today and got shocking results. We are mean't to get 300+ download. This is stupid.

Someone please help like literally, this isn't even my internet it's the families internet and I am complaining on behalf of I use the internet more for what I like to do which is playing and streaming games.

031e60fdaa98e0a43f629537cd68fd38.png

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John_GS
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Message 3 of 18
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Re: Continuous High Ping and Packet Loss since March

Hi dylana9991

 

Thanks for posting. My apologies for the broadband issues. I've had a chat with a colleague and they've raised it with our faults team as a potential congestion issue. I'll monitor this and come back to you when I know more

 

Kind regards,

John_GS
Forum Team

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dylana9991
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Re: Continuous High Ping and Packet Loss since March

Hi John,

 

thank you very much for getting in touch. Yes please do keep me updated.

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dylana9991
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Message 5 of 18
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Re: Continuous High Ping and Packet Loss since March

Hi John,

 

Have you had any update on this at all? It’s been about 4 days.

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dylana9991
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Message 6 of 18
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Re: Continuous High Ping and Packet Loss since March

Hi John,

please do you have any response on this? it's so ridiculous I can't stream games it's really frustrating there must be an answer to this surely. You said you will monitor this and get back to me and it's been 6/7 days how long do you need?

30th november.png

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dylana9991
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Message 7 of 18
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Re: Continuous High Ping and Packet Loss since March

Hi John,

I'm sorry this is getting ridiculous now, I've been kept on hold for a week with no answer and this problem is still bad. It's completely unacceptable my parents don't pay all this money a mont for this performance please if you are unable to carry this on can someone else please look into this.

Thank you.

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Andrew-G
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Message 8 of 18
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Re: Continuous High Ping and Packet Loss since March

The problem you've got is called "over-utilisation", and this is apparent from the BQM.  See how the performance is fine from half midnight to 8 am?  That shows that outside of waking hours when traffic is much lower, the hub and network are performing normally.  But the poor latency during waking hours is caused by network congestion, where there's more data traffic than the equipment can handle.  Unfortunately there's a lot of this problem about with VM.  

Sometimes VM haven't yet formally recognised an area over-utilisation problem, even if the field technicians know there's one, and the BQM is conclusive that is the case.  Typically seems to take VM a couple of months to formalise that with their networks team, a fault reference will be issued, and a fix date declared.  What normally happens next is (drum roll)........nothing.  No work is done, or planned, and when the first fix date approaches, somebody resets it a month or two hence.  Rinse and repeat.  The forum staff have (as far as I know) no ability to see beyond the problem reference and fix date, so they don't themselves know if a fix date is a work of fiction.  Read the whole of this to see the pattern (and if that sounds optimistic by the very end, there's a follow thread because it wasn't in fact resolved.  

Nothing you can do to improve matters. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. 

Your options:

1) Sit it out, and hope that VM do carry out improvement works, remembering that no matter what is said about fix dates there's no way you can know if there are real plans to resolve the issue.  

2) Get yourself a new ISP if there are credible alternatives that you'd use.  If you're in a fixed term contract you'd probably have to use the complaints process and arbitration to be released without paying early termination charges.

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dylana9991
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Message 9 of 18
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Re: Continuous High Ping and Packet Loss since March

Appreciate the response but this is absolutely diabolical, I'm sorry I'm not paying the monthly rate my parents are but I use the internet the most in the house and the fact is this is so poor from a top broadband company. You have pretty much described it as VM won't do anything in this matter to resolve it. That's actually crazy to hear that tbh.

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CarlosOnDrums
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Message 10 of 18
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Re: Continuous High Ping and Packet Loss since March

*following

Sorry to see your BQMs, they look shameful.

Keen to see what Virgin come back with. This can inform how I approach my issue going forward.

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VM Forum Team - "It doesn't mean to say that you aren't having trouble, just that the official standpoint would be that no action is yet required."

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