Gaming Lag

[F4CHH]

I have been with Virgin Media for five years and I am on the M600 Fibre broadband package and using a  wired connection through a PC straight into the router. Whenever I check my speeds they are always good downlaod and upload... see below. I recently swapped the router into Modem mode to use with a Asus RT-AX86U to see if anything got better which it hasn't.

I have been experiecing intermittent issues with my internet when gaming for well over 12-18 months where the games are lagging so bad it is unplayable. Sometimes I can go a whole month without issues but recently it has been at the worst it has been at since lockdown and is like this everyday.. see graph below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d788154f85304e803a645b7e3360a545944e6d3f-28-09-2021

[F4CHH]

Downstream bonded channels

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

1	659000000	5.5	40	256 qam	32
2	475000000	4.6	38	256 qam	9
3	483000000	4.9	38	256 qam	10
4	491000000	4.8	38	256 qam	11
5	499000000	4.9	38	256 qam	12
6	507000000	5	38	256 qam	13
7	515000000	5.1	38	256 qam	14
8	523000000	5.4	38	256 qam	15
9	531000000	5.4	38	256 qam	16
10	539000000	5.4	38	256 qam	17
11	547000000	5.4	38	256 qam	18
12	555000000	5.3	38	256 qam	19
13	563000000	5.4	38	256 qam	20
14	571000000	5.5	38	256 qam	21
15	579000000	5.8	38	256 qam	22
16	587000000	5.5	38	256 qam	23
17	595000000	5.4	38	256 qam	24
18	603000000	5.1	38	256 qam	25
19	611000000	5.3	38	256 qam	26
20	619000000	5.1	38	256 qam	27
21	627000000	5.5	38	256 qam	28
22	635000000	5.5	38	256 qam	29
23	643000000	5.5	40	256 qam	30
24	651000000	5.4	38	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	1434	5
2	Locked	38.6	102113	85
3	Locked	38.9	95993	89
4	Locked	38.9	102020	76
5	Locked	38.6	94342	79
6	Locked	38.9	87936	60
7	Locked	38.9	68771	52
8	Locked	38.6	65363	51
9	Locked	38.6	61787	87
10	Locked	38.6	45266	47
11	Locked	38.6	33961	49
12	Locked	38.9	23334	36
13	Locked	38.9	17087	31
14	Locked	38.9	13296	41
15	Locked	38.6	8704	34
16	Locked	38.6	5998	28
17	Locked	38.9	3872	27
18	Locked	38.9	2675	21
19	Locked	38.9	2062	21
20	Locked	38.9	1649	14
21	Locked	38.6	1506	11
22	Locked	38.9	1495	11
23	Locked	40.3	1427	8
24	Locked	38.9	1459	5

Upstream bonded channels

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

1	60300000	48.5	5120	64 qam	1
2	39400000	47	5120	64 qam	4
3	46200000	47	5120	64 qam	3
4	53700000	48.5	5120	64 qam	2

[mjpartyboy]

Being as the BQM looks good before and after the latency spikes, it could be over-utilisation showing itself once more people in your area come online. Assuming your Super Hub power levels are within spec and it's performing how it should, which someone else will have to comment on, there isn't anything you can do about your area being over subscribed.

[Natalie_L]

Hi F4CHH, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing issues when gaming. 

I have taken a look at the information you have provided and checked it against your live reports from our side and everything appears to be running within specification. 

Does the lag occur at any particular time of the day?

Thanks 

[F4CHH]

Hi Nat,

The lag occurs all through the day and evening and maybe get's slightly betters after 11pm and is the same everyday.

Here's is today's quality monitor:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a462b1390b6eef78ee31245e7c3d8e0b52...

Definitely a bit of a joke especially as it is a  broadband package that is advertised as 'perfect for gamers' yet all games are unplayable without horrendous lag spikes.

Could you please advise as for the price that is being paid monthly it's not really an acceptable situation or service that is being provided by VM? Also, you can get no answers through the customer support line as they tell me everything is in working order.

Thanks

Jordan

[Anonymous]

It seems a lot of people are having similar issues and virgin aren’t accepting they’re at fault.

[Steven_L]

Thanks for coming back to us @F4CHH.

How has your connection been running since you last posted, I have looked into your account and cannot see any issues on your account or in the local area that would be causing the problems that you're having with your connection. 

I can see that your system has been up and running for 37 days without a reboot, please could you try a reboot of your hub and let me know if that makes any difference to the issues that you're having.

Regards,

Steven_L

[F4CHH]

Hi @Steven_L,

The connection has been slightly better the last few weeks.. definetely not perfect but improved up until a couple days ago when the lag spikes are back to the worst they have been.

I reset the router last night as advised and this is the BQM for the last 24 hours:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/36fe3d8965a79df0771e7a30dcf7fe5372...

 Any help is appreciated but I am losing faith that anything can be done to resolve this

Cheers

Jordan

[ShadowIX]

Looks like I'm not the only one. Exact same issue and I am on 1GIG with hub 4.0 as they said that should fix the issues I have been having. It made it worse.... It's actually unplayable. Can't play any FPS. Lag spikes the last 12 months have been the worst I have seen.  Ihave friends who get less than 5mbps in rural areas who have a better gaming experience than me. Virgin say there is no fault....

[Alex_RM]

Hi ShadowIX,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you're having some issues with your connection when gaming. 

I've been able to locate your account using your forum details and can see you've been able to speak with us regarding this.

If you do need anything else please let us know.

Alex_Rm