on 02-01-2022 21:55
Hi all. Ive been with VM for about 6 months and always had issues with lag whilst gaming. I have given top trying to game as its that bad and I've been fobbed off by VM saying there are no issues.
is there anything I can try? Can I leave sighting that I'm not getting a suitable service?
TIA
on 02-01-2022 22:18
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
21 | 299000000 | 8.099998 | 38.605377 | QAM256 | 21 |
1 | 139000000 | 11.699997 | 38.983261 | QAM256 | 1 |
2 | 147000000 | 11.699997 | 38.605377 | QAM256 | 2 |
3 | 155000000 | 11.500000 | 38.983261 | QAM256 | 3 |
4 | 163000000 | 11.199997 | 38.605377 | QAM256 | 4 |
5 | 171000000 | 11.099998 | 38.983261 | QAM256 | 5 |
6 | 179000000 | 10.699997 | 38.983261 | QAM256 | 6 |
7 | 187000000 | 10.300003 | 38.605377 | QAM256 | 7 |
8 | 195000000 | 10.199997 | 38.605377 | QAM256 | 8 |
9 | 203000000 | 10.000000 | 38.605377 | QAM256 | 9 |
10 | 211000000 | 9.699997 | 38.983261 | QAM256 | 10 |
11 | 219000000 | 9.599998 | 38.983261 | QAM256 | 11 |
12 | 227000000 | 9.400002 | 38.605377 | QAM256 | 12 |
13 | 235000000 | 9.099998 | 38.605377 | QAM256 | 13 |
14 | 243000000 | 8.500000 | 38.605377 | QAM256 | 14 |
15 | 251000000 | 8.400002 | 38.983261 | QAM256 | 15 |
16 | 259000000 | 8.099998 | 38.605377 | QAM256 | 16 |
17 | 267000000 | 7.800003 | 38.605377 | QAM256 | 17 |
18 | 275000000 | 7.800003 | 38.605377 | QAM256 | 18 |
19 | 283000000 | 7.599998 | 38.983261 | QAM256 | 19 |
20 | 291000000 | 7.800003 | 38.605377 | QAM256 | 20 |
22 | 307000000 | 9.000000 | 38.605377 | QAM256 | 22 |
23 | 315000000 | 9.300003 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 9.199997 | 38.605377 | QAM256 | 24 |
25 | 331000000 | 9.000000 | 38.983261 | QAM256 | 25 |
26 | 339000000 | 10.500000 | 38.983261 | QAM256 | 26 |
27 | 347000000 | 11.199997 | 38.983261 | QAM256 | 27 |
28 | 355000000 | 10.300003 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 10.199997 | 38.605377 | QAM256 | 29 |
30 | 371000000 | 11.099998 | 38.983261 | QAM256 | 30 |
31 | 379000000 | 11.300003 | 38.605377 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
21 | Locked | 38.605377 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.605377 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
8 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.605377 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
25 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.605377 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.605377 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 38 | 9.5 | 949868296 | 0 |
on 03-01-2022 07:18
There are ways of leaving a VM contract without penalty, but they may take a few months, and require more evidence than just saying you've had a laggy connection. We can revisit those if needed, but for the time being, I can see that your downstream power levels are too high, and I've flagged that for the forum staff to take a look and book a technician if need be. If that's the root cause it should have been immediately obvious during previous contact with VM, unfortunately the company contract the world's worst offshore call centres, allied to the crappest automated diagnostics and telephony systems, so an unsatisfactory outcome is not unusual.
I suggest you setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately. That should show any underlying performance problems, and whether any technician visit fixes the problem.
In view of the problems and the ineptitude in customer service you might want to raise a complaint (online form in My Virgin Media) about the **** customer service over the six months, asking that the company provide compensation, and if they won't that they issue a "deadlock letter". The complaint will be handled with the customary VM standards of excellence, so assume it will also be fobbed off, but that's a necessary step before you can take the complaint to the industry complaint scheme CISAS. I'd suggest holding off the formal complaint until VM have fixed the connection fault, because if they can't then you might need to ask also for early cancellation without penalty.
on 03-01-2022 08:22
Hi l3igh,
Thank you for reaching out to us in our community and welcome back, sorry to see you have been experiencing gaming lag, I have tried to have a look at things our end and cannot see any issues however it does appear you may be using a 3rd party Router which doesn't allow us to see everything, if this is the case please put our Router back into Router mode so we can run further checks.
As advised by Andrew-G, So we can get a better idea of what is happening please set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts. It does it 24/7/365 and it keeps a visual record of any/all your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and in discussions with us. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture. please run this for 72 hours and post the results here so we can have a further look into this for you?
Regards
Paul.
on 03-01-2022 17:38
Paul. I have only ever used the virgin media hub 4 that I received when I signed up. I have never used any other equipment or indeed altered any settings. Perhaps that you think that I am using different router or modem suggests that there is an issue.
I have only recently registered with think broadband so I don't have much data to sent yet.
Please find links to yesterdays and todays graphs.
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/befc2b45dd3428ca1169694fd7ab73e1951f98c7-03-01-2022"><img alt="My Broadband Ping - Test 1" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/befc2b45dd3428ca1169694fd7ab73e1951f98c7-03-01-2022.png" /></a>
on 03-01-2022 17:55
One thing you haven't mentioned is how your gaming device is connected to the Hub. Is it connected by an ethernet cable, or are you using WiFi? If it's WiFi, can you connect it with a cable as a test, just to see if that's any better?
on 04-01-2022 21:01
Im using an xbox series x and a also a pc. I swap between the 2. I am using these over wifi. I t is also no better when plugged in to the hub via ethernet cable. Ive just tried to play a game of Fifa. was completely unable to play it due to the frame lagging.
Latest data from think braodband.
<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/af82a465625061cca3c09793cda02e2ad38da677"><img alt="My Broadband Ping - Test 1" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/af82a465625061cca3c09793cda02e2ad38da677.png" /></a>
on 04-01-2022 23:09
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a248ef2f47cdcc7d6364bf22c70723955b61de4-04-01-2022
on 05-01-2022 08:43
Hopefully the forum staff can have a second crack at sorting out a technician to fix the power levels if they're still too high - @l3igh do you want to post the Downstream data again, as those levels can change over time (don't reboot the hub before doing that).
However, I must say the BQM looks as though there's possibly some network congestion, you see how it's poor during peak use hours, and then peachy from about half past midnight to 9 am? Shows that the network and your hub are working perfectly when there isn't too much traffic, but (from previous experience looking at similar problems in this forum) I don't believe from the levels showing on the chart that it will pass VM's threshold for declaring an over-utilisation fault. And if it doesn't pass the threshold, then staff will have to follow company policy and emphatically deny that there is any problem, even though the BQM shows something with VM's control is destroying latency at peak times.
If you have a Hub 4 and you're not on the 1 Gbps speed tier, then you're certainly in an area with a history of congestion problems. The technology of the Hub 4 helps a bit, apparently not in your case by enough to completely eliminate the problem. Let's see what VM have to say on the power levels, if those are sorted things might improve on the latency front, but I think you might want to read this to prepare yourself for the possible worst case. Also, go back over a few weeks, look at a range of daily snapshots of your BQM (check that the IP address is still your current one), take screenshots and save these to files in case you need them as evidence should this become a formal complaint matter.
on 05-01-2022 10:09
Thanks very much for your insightful reply. I’ll keep posting here as this progresses. I was on the phone with VM yesterday as my speeds should be 500mb and I’m currently lucky to get 20mb. An engineer is coming out on Thursday. At what point do I start a formal compliant?