Virgin Media Community

[Grzesieg]

Hi, since we have VM internet at home, there are spikes in latency at all times, link to the thinkbroadband monitor -

https://www.thinkbroadband.com/broadband/monitoring/quality/share/36f766b2b209a8a0ac96eb3856024f15c21ced0f-05-05-2021

 When playing games especially competitive this is seen the most as it starts to lag very often for quite few seconds. Can someone have a look at this please.

[Jodi_S]

Hi Grzesieg, 

Welcome to our community and thanks for posting. Sorry to hear that you're experiencing issues with our internet services, we understand the frustration and disruption this can cause. 

As its been a short while since you last posted how have things been? Has anything improved since your last post? 

Kind regards Jodi. 

[Grzesieg]

Hi, the issue is still happening sadly.

Regards

[Molly_G]

Hi @Grzesieg,

Thanks for getting back in touch and sorry to hear you're still having issues. I've ran some further tests from our end and can see that your downstream levels are way out of spec. 

This would require a tech visit to look into what's going on with the connection - to get this booked in I'll just send you a pm to confirm a couple of details.

Please look out for the purple envelope at the top of the page.

Many thanks,

[Molly_G]

Hi @Grzesieg,

Thanks for confirming your details with me via private message. I've booked the earliest slot that was available for you which you can view via your online My VM Account and can be changed if needed.

Please keep us posted on the visit!

Kind regards,

[Andrew-G]

Should be possible to get some of those spikes down, but the overall profile of that BQM is a bit sinister. 

Would the forum staff like to 'fess up anything on behalf of the company?  The minor morning hump, and then an evening mountain that (some spiking aside) clears up at half past midnight...it's a bit of a giveaway.

[Z92]

It might not be like that now though as I see that's a fixed day and not a live graph...

[Grzesieg]

Engineer came and has changed some old connections and router got reset, however we didn't notice any change really, live graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/a4f44bac3354644097abe2ae197035b5cd...

[John_GS]

Hi Grzesieg

Thanks for coming back to us. 

I've rechecked this for you today and there is now an identified SNR (signal to noise ratio) issue in your area. The fault reference is F009027503 and the estimated fix date is the 25th May at 9am.

Please continue to monitor and let us know if no better after that time.

Kind regards,