Virgin Media Community

[jasonhorton26]

Like the numerous other posts on here about gaming issues. I seem to be having a constant struggle trying to play a game online. Before the lock down I had no issues at all.

I get constant rubber banding with the latency icon flashing permanently on games. Primarily play Modern Warfare and Apex legends. Watching the latency monitor on Modern warfare is like watching a mountain range flow by, never a consistent ping.

I've had one engineer visit who claimed I was getting too much data and adjusted accordingly however when my issue persisted he told me that work needed to be done in my area, that was a while ago now. I've also made numerous calls to the support team who always ask me to switch off my router or reset it which I have done a lot (switch off for at least 30 mins or hold the reset button for at least a minute). Then they tried to sell me a booster pack which I refused as I never had the issue before so shouldn't have to pay to get the same service now!

My PS4 is connected to the router by Ethernet cable so it is not a wireless issue. I've tried port forwarding and even tried my PS4 in DMZ just to see if that made a difference (it did not)

I've tried these games on the PC too but it's still the same.

I'm on the m350 broadband package

[jasonhorton26]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aaee078c9c8f768fa08b7a8009422e7ad5853ff4

[jasonhorton26]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 659000000 4.3 38 256 qam 32
2 475000000 4.4 38 256 qam 9
3 483000000 4.4 38 256 qam 10
4 491000000 4.5 38 256 qam 11
5 499000000 4.4 38 256 qam 12
6 507000000 4.5 38 256 qam 13
7 515000000 4.4 38 256 qam 14
8 523000000 4 38 256 qam 15
9 531000000 3.9 38 256 qam 16
10 539000000 3.7 38 256 qam 17
11 547000000 3 38 256 qam 18
12 555000000 3.2 38 256 qam 19
13 563000000 3.5 38 256 qam 20
14 571000000 3.7 38 256 qam 21
15 579000000 3.5 38 256 qam 22
16 587000000 3.5 38 256 qam 23
17 595000000 3.4 38 256 qam 24
18 603000000 3.5 38 256 qam 25
19 611000000 3.4 38 256 qam 26
20 619000000 3 38 256 qam 27
21 627000000 3 38 256 qam 28
22 635000000 3.7 37 256 qam 29
23 643000000 4 38 256 qam 30
24 651000000 3.5 38 256 qam 31

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 12384 0
2 Locked 38.9 1621 0
3 Locked 38.9 2123 0
4 Locked 38.9 2161 0
5 Locked 38.9 2468 0
6 Locked 38.6 2484 0
7 Locked 38.9 2685 0
8 Locked 38.9 3176 0
9 Locked 38.9 3350 0
10 Locked 38.6 4232 0
11 Locked 38.6 4821 0
12 Locked 38.9 4936 0
13 Locked 38.6 5520 0
14 Locked 38.9 6191 0
15 Locked 38.9 7628 0
16 Locked 38.6 8026 0
17 Locked 38.9 8001 0
18 Locked 38.9 8861 0
19 Locked 38.6 10428 0
20 Locked 38.6 10731 0
21 Locked 38.6 11439 0
22 Locked 37.6 12267 0
23 Locked 38.9 12246 0
24 Locked 38.6 13163 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300102 4.775 5120 64 qam 1
2 39399974 4.775 5120 64 qam 4
3 46199986 4.775 5120 64 qam 3
4 53700021 4.775 5120 64 qam 2

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
21/06/2020 09:31:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/06/2020 16:53:43 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 08:58:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 20:27:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/06/2020 20:26:46 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 18:11:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 13:29:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 13:27:28 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 06:25:29 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 06:25:29 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 03:29:6 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 00:59:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 00:32:46 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 18:45:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 18:40:5 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 12:23:0 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 06:54:47 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 20:11:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 16:43:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

I'm praying someone can help as I'm at the end of my tether! At the moment I'm seriously regretting signing on with Virgin for another year (which I did in May)

[jasonhorton26]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c68db4f164bb7aedc7da8a489f57ab06fea9009

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c68db4f164bb7aedc7da8a489f57ab06fea9009"><img alt="My Broadband Ping - Virgin media COVID monitor" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c68db4f164bb7aedc7da8a489f57ab06fea9009.png" /></a>

[Chris_W1]

We will send you a private message to look in to this for you jasonhorton26

[jasonhorton26]

Right,

So, I've had another engineer come out to me on Friday who replaced the cabling going into my house into my  router. He suggested that I try using my devices with WiFi as the ethernet cables could be shorting out the router as I had 4 devices plugged in (PS4, PC, Amazon Fire TV and a powerline adaptor). If that rectified the issue then I could re-introduce the ethernet cables to determine what is causing the  issue. I tried playing on WiFi but it's still having the issue of inconsistent latency and dropped packets. I tried plugging in just the PS4 ethernet cable and switching back to wired connection and I'm still having the issue. The engineer stated that he can't see anything wrong and the work that needed to be sorted in my area has been completed. He said that the only thing remaining that they can do is to replace the cabling from my house to the street?

This has been going on for months now and I'm getting pretty sick and tired of it. I would rather cancel and go with another ISP which will actually allow me to play online games. Yes I may have to wait longer for downloads but at least I should be able to play!

[jasonhorton26]

Further more the WiFi seems to be very hit and miss too. I wasn't able to watch a twitch stream yesterday due to the constant buffering and web pages struggle to load on our phones. We have to turn off the WiFi and use our data to browse the web.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5c68db4f164bb7aedc7da8a489f57ab06fea9009

[JasonC94]

I've literally had your problem (Probably worse) for months. I can confirm they will do nothing to help apart from pointless options and say they see nothing wrong and must be a problem on your end. They have clearly over subscribed in our areas and our failing to provide for us thus we are getting unbearable internet speeds and ping. Absolute joke, we should be refunded the lot!

[Steven_L]

Sorry to hear of the issues that you've been having jasonhorton26.

Has this improved at all over the weekend? Are you still having all of the same issues?

I have looked into your account and can see the power levels are well within the expected ranges. Did the engineer change the router for you?

Regards

Steven_L

[jasonhorton26]

Hi Steven,

Thanks for the reply. No he didn't change the router, but I did receive a new one maybe around a month ago now? That was the first thing that they tried.

Yes I am still getting the issues and had to give up trying to play an online game yesterday as it was unplayable.

My patience has all but gone now.