High latency variation

[Itsjustseann]

I have been getting ping spikes up to 200ms quite frequently over the past year and my base ping has been higher than normal too. However, these problems have become much worse over the past month, to the point where I can't even play games with my mates after work, because it has got so consistently terrible. This is definitely a problem at my end, not the games I am playing, as it occurs in every online game I play. I feel like I've reached the limit of what I can do at my end and multiple calls with customer support was no help, so I'm here. I'm not too techy, so I'll just dump the info that I've seen other people dumping in their forum posts - because I assume it's relevant. Cheers.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	402750000	-1.2	38	256 qam	30
2	202750000	-0.7	40	256 qam	9
3	210750000	-0.5	40	256 qam	10
4	218750000	-0.2	40	256 qam	11
5	226750000	-0.2	40	256 qam	12
6	234750000	-0.2	40	256 qam	13
7	242750000	-0.2	40	256 qam	14
8	250750000	0	40	256 qam	15
9	258750000	0	40	256 qam	16
10	266750000	0.2	40	256 qam	17
11	274750000	0	40	256 qam	18
12	282750000	0.2	40	256 qam	19
13	290750000	0	38	256 qam	20
14	298750000	0	38	256 qam	21
15	306750000	-0.2	40	256 qam	22
16	314750000	-0.5	40	256 qam	23
17	322750000	-0.4	40	256 qam	24
18	330750000	-0.2	40	256 qam	25
19	370750000	-0.5	40	256 qam	26
20	378750000	-0.7	38	256 qam	27
21	386750000	-0.7	40	256 qam	28
22	394750000	-1	38	256 qam	29
23	410750000	-1.2	38	256 qam	31
24	418750000	-1.2	38	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	13	0
2	Locked	40.3	6	0
3	Locked	40.3	7	0
4	Locked	40.9	5	0
5	Locked	40.3	5	0
6	Locked	40.9	7	0
7	Locked	40.3	5	0
8	Locked	40.3	6	0
9	Locked	40.3	4	0
10	Locked	40.9	6	0
11	Locked	40.3	5	0
12	Locked	40.3	5	0
13	Locked	38.9	4	0
14	Locked	38.9	6	0
15	Locked	40.3	5	0
16	Locked	40.3	5	0
17	Locked	40.3	6	0
18	Locked	40.3	0	0
19	Locked	40.3	1	0
20	Locked	38.6	4	0
21	Locked	40.3	12	0
22	Locked	38.9	5	0
23	Locked	38.9	5	0
24	Locked	38.9	7	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	39400000	4.675	5120	64 qam	2
2	53700000	4.675	5120	32 qam	4
3	32600000	4.675	5120	64 qam	3
4	46200000	4.675	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[tomsarduy]

Thanks for your reply.

However, I don't see any appointment in my account.

[Corey_C]

Thanks for your message and reply, tomsarduy.   Is the appointment showing now?

[Itsjustseann]

Taken to playing games again, only to find that this is a major issue making online gaming feel terrible. It's a shame, because it was alright for a while. The engineer that came around said that the issues I am experiencing are part of a larger, area-wide problem that VM is just applying band-aid fixes to.

Well, the band aid seems to have come off.

[Paul_DN]

Hi Itsjustseann,

Thanks for reaching back out to us in our community and welcome back, sorry to hear you are facing issues after deciding to start gaming again, I have been able to locate you on our system with the details we have for you, I can see there is an SNR (Signal to Noise Ratio) fault in the area, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry, and our engineers are working hard to resolve this for you.

This was raised on 02/02/22 and the estimated fix Time/Date is 09/02/21 @ 09:45, apologies for any inconvenience caused.

Regards

Paul.