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lav_98
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High Ping Issues

Hi, I have been experiencing high ping/latency issues. The latency spikes have been horrible to the point where any game is unplayable. As somebody that plays competitively, this is the last thing I should have to worry about. I have been trying to get through to them for the past 6 months and an engineer came over and said the latency is going to be bad because that's when they do works...... During the day. Between 2am and 9am, it's acceptable and how it should be throughout the day. I am not sure on what to do. I have monitored my connection with thinkbroadband and the results are shocking. The maximum latency matches up with the in-game latency during the hours. 

This is the graph: https://www.thinkbroadband.com/broadband/monitoring/quality/view/55832daa23b75e4b23d1ccc23c839baebbc...

You can see how bad this affects gaming. Please, someone, help me. Thanks.

My plan is 200mb with Superhub 2. Have the superhub 3. Its even worse.

The last resort would be to find another provider. But not in my best interest as I have been with VM for nearly 10 years. It only now has it been this bad.

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lav_98
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Re: High Ping Issues

Modem InitialisationStage Status
Downstream AcquisitionLocked
Primary Frequency226750000 Hz
DHCPDone
TFTPDone
Time Of Day00:00:28 BST
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,000,000,000,000
Internet ConnectionIP Address Status
WAN IP Address86.28.239.122
Lease Time Remaining2 days 04h:44m:32s
ExpiryFri 28 Aug 04:45
Current Network TimeWed 26 Aug 00:00 BST
 
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked12226750000 Hz256 QAM8.1 dBmV 37.9 dB8873511
Locked9202750000 Hz256 QAM8.1 dBmV 37.6 dB23487597
Locked10210750000 Hz256 QAM8.3 dBmV 37.4 dB6990548
Locked11218750000 Hz256 QAM8.2 dBmV 37.4 dB6266655
Locked13234750000 Hz256 QAM8.0 dBmV 38.3 dB5071717
Locked14242750000 Hz256 QAM8.1 dBmV 37.9 dB4826694
Locked15250750000 Hz256 QAM7.9 dBmV 38.3 dB4085473
Locked16258750000 Hz256 QAM8.4 dBmV 38.3 dB3929591

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked839400000 HzATDMA41.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked560300000 HzATDMA43.0 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked653700000 HzATDMA43.0 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked746200000 HzATDMA41.5 dBmV64QAM6400000 Hz5120 Ksym/sec
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lav_98
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Re: High Ping Issues

It's now been quite some time. And the issue hasn't gotten any better. Please some virgin employer help me out with this. I am looking to move to another provider because there just isn't any help or support. This is my bqm for the day today. Gaming is not possible on this connection. 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e54098e92ab24b0f238e135771368d60cb391e0f

 

Anyone have a viable option or help with finding a better provider would be much appreciated.  

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lav_98
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Re: High Ping Issues

Carrying over the conversation from twitter with DB. Can this issue be resolved with the ping spikes because it makes the experience unpleasant. BQMBQM

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lav_98
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Re: High Ping Issues

Today's BQM. Can an engineer or VM employee pls take a look into my account when possible.new.png

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Zak_M
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Re: High Ping Issues

Welcome back to the forums,  

 

Thank you for taking the time to reach out to us. 

 

So that I am able to look into this further, I am going to drop you a PM. 

 

Kind regards, 

Zak_M 

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lav_98
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Re: High Ping Issues

Thank you 

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lav_98
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Re: High Ping Issues

Yup couple months later, still, this is the outcome. Actually embarrassing at this point. The estimated fix date is 18th, today is the 16th and it's getting worse so I have 0 hope this getting fixed. 3 more weeks and I can leave. BT FTTP. At least the customer service there will be decent. SMH! 

So gaming is impossible, but browsing the internet and watching videos will take longer to load because of the amount of packetloss I'm getting. Literally is the worst user experience I've received. Can't make Zoom calls because of dropouts. Unacceptable.

60d3b271e5491cba2d069e8716b102d108c7b761-16-01-2021.png

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