High Latency and Packet Bursts Making Online Games Unplayable

[SamG01]

Hello

This has been going on for a while now but it has got even worse recently. Mainly in the evenings I'm getting high latency and packet bursts in Call of Duty, Battlefield and World of Warcraft.

A reboot of the Hub every evening used to fix it sometimes but now it doesn't help.

[legacy1]

Test in modem mode or setup a BQM

[SamG01]

Thanks for your help. I'll try both of them suggestions.

[Adduxi]

+1 for BQM.  Every VM user should have one, it is a necessity to record and monitor your line status.

www.thinkbroadband.com/ping

[SamG01]

I've set up a BQM. I'll be back in 24 hours with the results.

[Matthew_ML]

Hey SamG01, thank you for reaching out and I am sorry to hear about the connection issues.

I have taken a look at our side and everything is look great, your levels are very good.

How has the connection been, still having any issues? Thanks 

[SamG01]

The connection hasn't been that bad compared to the last week. I have been getting bad latency in MW2 DMZ but that might be COD servers. It has been unplayable tonight.

I'm trying to post my BQM but I'm not having much luck. I'll edit this post once I've figured it out.

BQM 

Does that work?

[Reece_MH · Accepted solution]

Hi SamG01 👋

Thanks for posting, and welcome back to the Community Forums.

I'm sorry to hear you're experiencing problems with your service and high latency when gaming. I've taken a look at things on our side, and on your BQM and can see that there are continuous spikes on high latency, with this primarily being between 8PM and 10PM.

It does appear that your service is identifying some packet loss on our side, so we will need to get a Technician to visit the property. Please look out for my private message in the top-right, white envelope or by tapping your profile picture, then "Messages".

Thanks,

[SamG01]

Today was pretty bad as well.

BQM 

[Lee_R]

Hi SamG01, thanks for getting back to me privately. 
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Do please let us know how the appointment goes.

Regards

Lee