Xbox gaming used to be very good with very low ping responses and zero dropped packets.
In the past few months, now seeing much slower ping responses and multiple dropped packets. Changed Xbox from wifi to cable but no improvement. Ping response to 188.8.131.52 used to be around 10ms, but is now 25ms+ (avg).
Checking ping and traceroute from the hub i am seeing dropped packets and slow response times from there, so it's not my home network. Have also setup a cacti server to monitor and log, and seeing issues to multiple sites (Google DNS, OpenDNS, VM DNS), all at about the same time. Ping to hub is pretty constant with 0 dropouts. All cables are tight, and i have reset hub to default, but the issues persist.
The VM website is playing up too - selecting 'Contact Us' at the bottom of the page signs me out (possibly by design), so i am unable to try to and email or web chat my issues with someone.
Before I go further, I'm going to look into my crystal ball and say "this sounds like a utilisation issue", but there's a few things we can look at first to confirm that!
First, as a matter of course, you'll want to set up a BQM or "Broadband Quality Monitor" to graph the average and peak latency to your Virgin Hub, as well as highlight any packet loss. It's a fairly standard troubleshooting step around these parts. Go here to set one up, leave it to run for a day or so, and then you can return here to share a snapshot of the graph.
Another thing worth checking is your Virgin Hub's status page. Go to http://192.168.0.1 (or http://192.168.100.1 if you've enabled modem mode) and "Check router status". Copy the table of downstream channels, as well as the network log. If you get an error from the forums telling you the message is too long, you can split it up - post those two things separately.
I would also normally ask you if you're using a wired or wireless connection, but you've already said you've tried it wired. You've also given the cables a tighten too, so that's also a good thing.
Once you done these things, give us a nudge and we'll hopefully be able to look into this further.
If you'd still like to file a complaint (and once you've confirmed you have a utilisation issue, I definitely would), then you'll want to go here. Make sure you have any ad blockers disabled, as these could interfere with that form. I'd recommend drafting the message of your complaint in Wordpad so you have a copy saved in case the submission form fails and loses your work. (I'm talking from experience here 😒)
Yep, your BQM graph is consistent with a line with a utilisation issue in the area. This means you have three options. A: File a complaint, B: Leave Virgin, or C: Sit tight and hope Virgin have a plan in place to resolve the capacity issue in your area.
Filing a complaint is probably the best way to leave Virgin without penalty if you're in contract.
I am also in area 31. Same issue. Ping spikes all over the place, Incredibly inconsistent upload speed, and customer service that does not want to listen to a thing I say. I opened a complaint 10 days ago and am yet to hear anything back from that.
Do you happen to be having any issues with your upload speed? or is it just latency for you?
I'm also having the same problem in the same area, I opened a complaint and all they did was send out an engineer who informed us it was an 'overutilization' problem, they then proceeded to close the complaint and marked it as resolved lol.
I've logged a complaint, so i'll see what happens (but i'm not holding out much hope).
I think it's down to a few reasons - new housing developments in the past year that can get VM too; a car that took out a local BT fibre cab and took over a week to resolve, so think a few more people jumped ship; and of course Covid.
I'm out of contract anyway - i used to have PlusNet, but the max speed i could get was around 40Mb on the BT lines.
Might see if i can do some testing with a 4g dongle and see how that compares.