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High latency issues

Hello. Ever since we have went with virgin media we have experienced nothing but high latency issues and packet loss. This is when gaming. We were told to upgrade to the 200mb as it would fix this issue but since upgrading it has been no better at all if not its worse as im randomly kicked offline now and then! We dont get anywhere near close to the 200mb mark and ping is still over 500!! Ive emailed twice about this issue and still no help. Thankyou. 

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Re: High latency issues

VM don’t have an email address for support, so not sure who you are emailing.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

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Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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