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F4CHH
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Gaming Lag

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

 

 

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F4CHH
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Re: Gaming Lag

Downstream bonded channels

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

16590000005.540256 qam32
24750000004.638256 qam9
34830000004.938256 qam10
44910000004.838256 qam11
54990000004.938256 qam12
6507000000538256 qam13
75150000005.138256 qam14
85230000005.438256 qam15
95310000005.438256 qam16
105390000005.438256 qam17
115470000005.438256 qam18
125550000005.338256 qam19
135630000005.438256 qam20
145710000005.538256 qam21
155790000005.838256 qam22
165870000005.538256 qam23
175950000005.438256 qam24
186030000005.138256 qam25
196110000005.338256 qam26
206190000005.138256 qam27
216270000005.538256 qam28
226350000005.538256 qam29
236430000005.540256 qam30
246510000005.438256 qam31

 

Downstream bonded channels

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

1Locked40.314345
2Locked38.610211385
3Locked38.99599389
4Locked38.910202076
5Locked38.69434279
6Locked38.98793660
7Locked38.96877152
8Locked38.66536351
9Locked38.66178787
10Locked38.64526647
11Locked38.63396149
12Locked38.92333436
13Locked38.91708731
14Locked38.91329641
15Locked38.6870434
16Locked38.6599828
17Locked38.9387227
18Locked38.9267521
19Locked38.9206221
20Locked38.9164914
21Locked38.6150611
22Locked38.9149511
23Locked40.314278
24Locked38.914595

 

Upstream bonded channels

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

16030000048.5512064 qam1
23940000047512064 qam4
34620000047512064 qam3
45370000048.5512064 qam2

 

 

 

 

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mjpartyboy
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Re: Gaming Lag

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.
SH2 modem mode | AC86U router | AC68U node
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Natalie_L
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Re: Gaming Lag

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 

 

 

Nat
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F4CHH
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Re: Gaming Lag

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

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Message 6 of 11
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Re: Gaming Lag

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

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Steven_L
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Re: Gaming Lag

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

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F4CHH
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Re: Gaming Lag

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

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ShadowIX
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Re: Gaming Lag

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
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Re: Gaming Lag

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

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