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High latency and constant packet loss while gaming and video conferencing

Tuning in


I have recently joined Virgin Broadband after moving house and for the first month, it was fine, but now the connection is incredibly inconsistent and laggy. Gaming has become virtually impossible and video conferencing drops out 3 to 4 times within an hour.

I have tried contacting support but I keep being told there is no issue on their end, they are refusing to send out an engineer and keep telling me to reset my wifi even though I have issues both on wifi and over ethernet.

Here is a screenshot of the think broadband quality monitor for my network over the last 2 days.


YesterdayThe day before


On our wavelength

I can confirm, I'm also experiencing this. Had a solid connection for 3 months and recently it's non-stop latency spikes upwards for 300ms and it just never gets back to where it should be. Gaming online is practically impossible at the moment. Ethernet connection is still broken. Had 2 engineers round. 1st visit got my downstream db levels to be in spec and the 2nd just replaced my hub. Even when I disconnect all devices and connect with just myself it's just unbearable. In both modem and hub mode.

Forum Team
Forum Team

Hi HelpMeAgain,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your broadband service. 

To confirm, is this on both a Wired & Wireless connection?

What device are you gaming on?


Hi Martin,

I can confirm that it is on both wired and wireless devices.

I've tried gaming on PC and Playstation.

Here's some BQM data from the last few days, I'm on the M250 package.

From the top down, from the 24th of Feb to the 27th.


[url=]My Broadband Ping[/url]
[url=]My Broadband Ping[/url]
[url=]My Broadband Ping[/url]
[url=]My Broadband Ping[/url]

Thank you for that information. I have taken a look on our side and it is showing a fault an engineer will be needed for to resolve. 

I will private message you now to confirm your details. 


Alessandro Volta

@Martin_N wrote:

Thank you for that information. I have taken a look on our side and it is showing a fault an engineer will be needed for to resolve.



I had an engineer visit today and they replaced the splitter in the wall, changed out some wiring on the outside of the property and adjusted the downstream levels for the connection, and its only made it worse.

They had completed the work just before 3pm, and despite this, this is how my broadband monitor is looking.

Please let me know what else can be done to fix the issue. 

Its going to need more then duck tape to fix your problem.

After 3pm did you reboot the hub? or had it off for an hour?


Up to speed

It's an inherent built in flaw with Coaxial/DOCSIS technology used by Virgin Media (read up about DOCSIS how it works and why it has jitter). I also have an expensive Asus router and tried everything else, including engineer visits, so BELIEVE ME when i tell you that your only two options are:

1) Get used to it

2) Leave and move to FTTP