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High Ping and Packet loss when gaming

Hello all,

 

I was quite surprised when i came to the forum to see i was not the only person suffering with issues of lag/high ping spikes etc when trying to play online games as i thought i was suffering alone. 

I have read through many threads and can see there doesn't seem to be a 'quick fix' but i am making my own topic in the hope somebody from virgin can contact me and see if my issues can be sorted. 

I have phoned up several times and in the end i was fobbed off with a new Hub as they said they cannot see any faults on the line and was assured a new hub would fix this issue, this isn't the case unfortunately. They also upgraded me to the 350 package and the issues have somehow got worse. The last 2 days my internet has been fully cut off for 10mins at the same time each morning which is affecting me working from home. 

If anybody can suggest/tell me how to post the router settings like everybody else has done that would be great. 

Thanks

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Alessandro Volta
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Re: High Ping and Packet loss when gaming

Do the other posts not have instructions from users how to post the stats?

Are you connected via wire or wireless?

Whats dropping out exactly?


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Re: High Ping and Packet loss when gaming

Hello Gary, 

Thanks for the reply. 

I play with a wired connection and experience bad packet loss and ping spikes. 

And the internet has dropped out fully the twice in the last 2 days. 

Thanks

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Re: High Ping and Packet loss when gaming

Thank you for your post Jon-bon.

 

Can you please post your network logs from your Hub settings? You can find the information on how to access the Hub settings on the base of your Hub. 

 

It may also help to run a broadband quality monitor so we can see more clearly. 

 

Thank you, Emily.

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Re: High Ping and Packet loss when gaming

Hello Emily

I am very sorry i didn't see this reply even though i ticked the box so i was notified when someone replied. 

I am still really suffering badly with issues so would really appreciate if somebody looks at this for me.

Here are the logs requested:

 

Network Log

Time Priority Description

03/07/2020 16:44:52Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 16:27:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2020 10:08:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2020 10:08:41ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 14:27:23ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 04:31:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 14:16:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 14:16:12ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 06:46:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/06/2020 13:46:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:13:1criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 11:12:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 09:59:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 00:20:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 00:20:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

I did set up a monitor on Think Broadband a while back. Here is one from today:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d7c35ba8b7c27acf3cff500b4ea70bc750...

Here is one from last week when it was really bad:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c610e08b4ea3349259383e2b324beaed8...

I look forward to your response. 

 

Thanks

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Re: High Ping and Packet loss when gaming

Thanks for your response jon_bon

 

Sorry to see that you've been experiencing issues with our broadband. Has this issue only effected you during the lock down period? Does this only effect you when either yourself or another member of the household is gaming on the console?

 

I can also see that the uptime of the hub is well beyond 10 days. Can you please perform a pin hole reset on the hub if possible to see if this can improve the services for us?

 

Kindest regards,

 

David_Bn

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Re: High Ping and Packet loss when gaming

Hello David,

 

Thanks for getting back to me. 

 

Yeah it started around the end of April and has been non-stop since, i can see on my think broadband monitoring that it looks good throughout the night, would that mean the issue is due to so many people being online at once? If so is there anything i can do, as i pay for the top broadband package so i can game in my downtime. 

It is only me who games in our household and it is all done through an Ethernet cable, Virgin did send me a replacement hub and i have bought a new Ethernet cable and still get the issues. 

I have done a few pin resets as that is all i get told to do when i call up your call centres and it unfortunately does nothing. 

Hoping there is something else it could be or if an engineer would hopefully be able to diagnose it for me. 

 

I look forward to your reply. 

 

Thanks

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Re: High Ping and Packet loss when gaming

Hey jon_bon,

 

I can see on your account that there are issues with downstream power that will need a technician visit to resolve the problem.

 

I will send over a private message, so that we can pass account security and get the visit booked in for you.

 

Regards

Steven_L

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Re: High Ping and Packet loss when gaming

Engineer visited this morning and advised the problem would be fixed. She left about 2 and a half hours ago now and i have checked my BQM and i still have issues. Packet loss and really silly high ping spikes since the engineer left. 

 

It is worrying that my connection seems fine between 12am and 8am, when nobody is likely awake using it. And i had 0 issues before lockdown started.... 

 

What should i do next to try and get this sorted as its been going on for over 2 months now. 

 

Thanks

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