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High download speed but games lagging when i play online

Hi, 

my broadband has always been fine up until about 4-5 days ago

my download speed is fine hitting 100 mb/s like it should but when i play games they're near unplayable due to ping spikes and latency issues, i've tried both pc games and xbox games who both have similar results

Never had any problems on hub 3 only seems to be since i have gotten hub 4

broadband 27.png

 

 

here is a copy of my thinkbroadband graph from today 

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Message 2 of 13
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Re: High download speed but games lagging when i play online

Same problem but has been about two weeks for me. Gaming and watching movies or sport via apps is just terrible.

Screenshot_20201027-210925_Chrome.jpg

 Really struggled to get anywhere with VM, regularly get hung up on from call centre, sold me an additional monthly payment from tech support which achieved nothing. Just want it sorted.

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Message 3 of 13
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Re: High download speed but games lagging when i play online

8bef5e3e846b881a504cd58f47dacc32b9eeedfb-28-10-2020

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Message 4 of 13
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Re: High download speed but games lagging when i play online

Im guessing not one person of the completely useless virgin media team will be in touch about this 

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Message 5 of 13
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Re: High download speed but games lagging when i play online

Hi jnixon7, 

 

Welcome to the Community and thank you for posting. 

 

We apologise for the delay in response, we have been a little busier than usual recently. 

 

Due to the length of time since you first posted, are you able to provide an up to date BQM for us to look at?

 

I have attempted to take a look from our side but unfortunately been unable to locate your account details. 

Can you please take a look at our service status page for any known issues in the area? You can do this by clicking here.

 

Thanks 

 

 

 

 

 

Nat
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Message 6 of 13
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Re: High download speed but games lagging when i play online

No service status issues and here's the BQM

 

aaf1cc64a05cbc00417b72252717b6abd7000a82-10-11-2020

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Message 7 of 13
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Re: High download speed but games lagging when i play online

Thank you. 

 

Whilst we wait for the image to be approved, can you please confirm if you are gaming using a wired or wireless connection/

 

 

Nat
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Message 8 of 13
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Re: High download speed but games lagging when i play online

Wireless connection

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Message 9 of 13
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Re: High download speed but games lagging when i play online

Thank you. 

 

Have you tested the service when directly connected to the Hub via an ethernet cable? 

 

 

 

 

Nat
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Message 10 of 13
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Re: High download speed but games lagging when i play online

It's ok through the ethernet but i never had this problem when i had the hub 3

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