High Latency since March

[InFESTation]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0a5a02e1dd86099e3c1370e4d5dae9bc3df132f7-12-04-2022

The family been complaining on the gaming again, have got the BQM from yesterday, which is showing a spike in  the delay but the underlying does seem quite high also.

Any help would be appreciated.  

[Kain_W]

Hi InFESTation,

Thanks for the response and welcome back.

Just to clarify regarding your service, does it affect other apps etc?

Also with regard to the appointments, we would only advise to book a technician if the service appears to be affected from our end.

Thanks,

[InFESTation]

Couldn't really say as the rest is web browsing mainly, but there are times when clicking through web pages it is more responsive to be on the mobile using 4G rather than the broadband, but you only really notice that if you turn off the wifi on the device and then it can be seen that there is at times a delay, as browsing on the phone is more responsive.

There were some issues last night with them gaming but nobody has been gaming tonight.

[Natalie_L]

Hi InFESTation, 

Thanks for getting back to us. 

I have taken a look from our side and your live report is showing some error from our side so I will need to get a technician visit booked in for you.

To do this, I am going to pop you over a private message to confirm some details. This will be available via the purple envelope on the top right of this page. 

Speak soon, 

[AngryJackedJoe]

Can i jump in this one too? Or would moderator prefer a new topic?

I live in Bromley (Kent), i have the 1GB service and this is what i have in April. Yes I have seen that link about routing issues https://www.thinkbroadband.com/broadband/monitoring/quality/share/919ac87663c68c5190050e9726f3307991...

However, I can also confirm that whilst gaming i frequently have packets going missing (play Rocketleague and a beautiful symbol comes up to confirm it)

One of the worst days recently is below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/919ac87663c68c5190050e9726f33079913f5197-28-04-2022

Have had two engineers, first one didnt do much, the second one (only came last week) made certain all the power levels were correct etc to see if the problem magically went away.
Alas, it didnt.

So, what am i doing to my internet during these times - answer is, barely using it! On Spotify / trying to game but with such high latency and packetloss its pretty useless quite frequently now.

A work colleague lives nearby and has shared his graphs, which the overall trend looks similar but mine. But, he is on the 350MB and his graphics look alot better, where as mine have ALOT more spikes of high latency throughout the day.

I suspect oversubscribed networks/bottlenecks especially at busy times as well as some underlying issue with the DOCSIS 3.1 system.

Currently today, all looks well and gaming is working well. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/930cd858f528bfe612f6fb0ab8e99744c8e59aa0

I have an active complaint open because i just want to know what is going on. The connectivity is so hit and miss it makes the experience awful.

[Carley_S]

Hi @AngryJackedJoe
Welcome to the community.
I'm sorry to hear you're currently having issues on you broadband service. I have checked our systems and and can see that there is some area issues with upstream utilisation that might be affecting your services at this time. Are you able to post a live BQM link so we can monitor this a your end? We'll also monitor this at our end, apologies for any inconvenience this may cause you whilst we investigate this further. 

[AngryJackedJoe]

Hi Carly,

Thanks for getting back to me.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/930cd858f528bfe612f6fb0ab8e99744c8... 

I have also started my own thread https://community.virginmedia.com/t5/Networking-and-WiFi/High-Latency-Since-March-C-160422746/m-p/50...

My concern I have is that this issue seems to be going nowhere. Looking at quite a few of the posts on these forums, many users are struggling with the same issue over the same period.

Its good to know Virgin are aware of this long standing fault.

Can you provide any more details? Where/what is it? When can i expect a fix? How can i get updates?

We as customers are just left in the dark...

[Ayisha_B]

Hi @InFESTation,

Thanks for your PM to Nat. As she is offline, I've just picked it up 🙂

Appreciate you taking the time to keep us updated and it's great to hear things have been more stable since the tech visit.

If you need anything else, give us a shout.

Have a fab weekend!

[Ayisha_B]

Hi @AngryJackedJoe,

We'd ask you to stick to one thread as per the Forum rules to avoid duplication and any confusion. I can see my colleagues have been speaking with you on your other post. If you still need help, please pop a reply back there.

Many thanks