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Anonymous
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Message 1 of 13
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High Ping Spikes

Hello suddenly over the last week or so my connection has started to get insanely bad while gaming, ping spiking from 20 to 200+ discord calls quality dropping and webpages/videos loading slowly, I called VM 2 different times and both times they tried to tell me I had to upgrade to 350mbps to play games??? Had 100mbps for years and never had this issue.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7d73f4acad90f9dd151a86fc4b1e6b8740...

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Andrew-G
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Message 2 of 13
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Re: High Ping Spikes

A solid, low latency 10 Mbps connection is fine for gaming.  I'll let VM staff explain how you came to be offered such totally inaccurate advice that wouldn't address the latency fault one bit.

Regarding the latency problem, with only a few hours of the BQM its difficult to be certain, but there's a suggestion of over-utilisation (network congestion), and if that is the case then it is a VERY bad thing, and you should not under any circumstances enter into a new or revised fixed term contract because sometimes VM don't fix that sort of problem.  

It could be (and hopefully is) something else, since noise and power faults are usually easily resolved.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then somebody can check for any obvious problems with power, noise or error counts.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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risc19
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Message 3 of 13
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Re: High Ping Spikes

OH GOD DO NOT START A NEW CONTRACT!

Yes 100mb (that works) is more than enough for gaming!

Typical virgin up selling that is.

Your BQM looks like it's already over utilized in your area, a higher speed package will do nothing but empty your bank balance.

Post your stats as advised and we'll see what they look like.

My Broadband Ping - Virgin Lagfest Modem Mode
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Anonymous
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Message 4 of 13
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Re: High Ping Spikes

 
Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1162750000440256 qam4
21387500004.640256 qam1
31467500004.440256 qam2
41547500004.440256 qam3
51707500004.140256 qam5
6178750000440256 qam6
7186750000440256 qam7
8194750000440256 qam8
92027500003.740256 qam9
102107500003.440256 qam10
112187500003.240256 qam11
122267500003.240256 qam12
132347500003.240256 qam13
14242750000340256 qam14
15250750000340256 qam15
162587500003.240256 qam16
17266750000340256 qam17
182747500002.940256 qam18
192827500002.940256 qam19
202907500002.940256 qam20
21298750000340256 qam21
223067500003.240256 qam22
23314750000340256 qam23
243227500003.240256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.344931696
2Locked40.3102153186
3Locked40.3780071140
4Locked40.3577127103
5Locked40.331794848
6Locked40.323059463
7Locked40.31550551
8Locked40.99888117
9Locked40.3682610
10Locked40.3421150
11Locked40.92581911
12Locked40.916623203
13Locked40.389280
14Locked40.354940
15Locked40.335420
16Locked40.323340
17Locked40.3202840
18Locked40.311770
19Locked40.98720
20Locked40.96610
21Locked40.34800
22Locked40.93480
23Locked40.32520
24Locked40.32120
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Anonymous
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Message 5 of 13
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Re: High Ping Spikes

 
Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14619998841512064 qam6
23260000041.3512064 qam8
33939994741.3512064 qam7
45370006141.3512064 qam5


Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Anonymous
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Message 6 of 13
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Re: High Ping Spikes

 
Network LogTime Priority Description
21/05/2021 22:01:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 22:00:56Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:42:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:37Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:35:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:34:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:34:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:34:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2021 20:33:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 7 of 13
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Re: High Ping Spikes

Yeah, looking at my BQM it definitely looks like over-utilisation like you both said, I've been out of contract since 2016 so I'll definitely have a look at other ISPs as I know this is normally not fixed. When I started the BQM I had just done a pinhole reset also.

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Zak_M
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Message 8 of 13
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Re: High Ping Spikes

Good afternoon @Anonymous.

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband. 

 

I can't seem to find your account via the information you have provided here.  I am going to pop you over a PM so that I can get some further information and we can look further into this. 

 

Kind regards,

Zak_M

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Zak_M
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Message 9 of 13
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Re: High Ping Spikes

Thank you for providing me with that information over PM. 

 

I have taken a look over the network from our end,  there are no significant issues on there,  everything is within spec and as we would expect. 

 

The only thing I can find on the account in general is some devices being connected to the wrong band.

 

Kind regards,

Zak_M

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risc19
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Message 10 of 13
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Re: High Ping Spikes

What they mean to say but cant is....

The network is overloaded but it's not overloaded enough to reach the status of a 'fault'.

 

WIFI bands have nothing to do with your latency spikes.

AT ALL.

 

 

Speed (bandwidth) will be affected by what WIFI band you use.

If you want to play with wifi....

Turn off 'Smart wifi'.

Make sure you are using 5g by giving 2.4g and 5g different names.

Then connect to the one you want.

My Broadband Ping - Virgin Lagfest Modem Mode