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l3igh
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Gaming lag

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

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l3igh
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Re: Gaming lag

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

212990000008.09999838.605377QAM25621
113900000011.69999738.983261QAM2561
214700000011.69999738.605377QAM2562
315500000011.50000038.983261QAM2563
416300000011.19999738.605377QAM2564
517100000011.09999838.983261QAM2565
617900000010.69999738.983261QAM2566
718700000010.30000338.605377QAM2567
819500000010.19999738.605377QAM2568
920300000010.00000038.605377QAM2569
102110000009.69999738.983261QAM25610
112190000009.59999838.983261QAM25611
122270000009.40000238.605377QAM25612
132350000009.09999838.605377QAM25613
142430000008.50000038.605377QAM25614
152510000008.40000238.983261QAM25615
162590000008.09999838.605377QAM25616
172670000007.80000338.605377QAM25617
182750000007.80000338.605377QAM25618
192830000007.59999838.983261QAM25619
202910000007.80000338.605377QAM25620
223070000009.00000038.605377QAM25622
233150000009.30000338.605377QAM25623
243230000009.19999738.605377QAM25624
253310000009.00000038.983261QAM25625
2633900000010.50000038.983261QAM25626
2734700000011.19999738.983261QAM25627
2835500000010.30000338.983261QAM25628
2936300000010.19999738.605377QAM25629
3037100000011.09999838.983261QAM25630
3137900000011.30000338.605377QAM25631



3.0 Downstream channels

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

21Locked38.60537700
1Locked38.98326100
2Locked38.60537700
3Locked38.98326100
4Locked38.60537700
5Locked38.98326100
6Locked38.98326100
7Locked38.60537700
8Locked38.60537700
9Locked38.60537700
10Locked38.98326100
11Locked38.98326100
12Locked38.60537700
13Locked38.60537700
14Locked38.60537700
15Locked38.98326100
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.98326100
20Locked38.60537700
22Locked38.60537700
23Locked38.60537700
24Locked38.60537700
25Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.60537700
30Locked38.98326100
31Locked38.60537700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type  Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked389.59498682960
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Andrew-G
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Alessandro Volta
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Message 3 of 23
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Re: Gaming lag

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.

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Paul_DN
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Message 4 of 23
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Re: Gaming lag

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.

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l3igh
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Message 5 of 23
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Re: Gaming lag

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>

 Screenshot 2022-01-03 at 17.34.49.png

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jpeg1
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Message 6 of 23
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Re: Gaming lag

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? 

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l3igh
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Message 7 of 23
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Re: Gaming lag

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>
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l3igh
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Re: Gaming lag

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a248ef2f47cdcc7d6364bf22c70723955b61de4-04-01-2022

 

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Andrew-G
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Message 9 of 23
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Re: Gaming lag

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.

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l3igh
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Message 10 of 23
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Re: Gaming lag

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? 

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