I've been struggling with high latency for months, maybe even years to be honest. We are on the 600mb package and generally speeds are fine but I have a lot of issues when gaming and I also work from home so Teams calls are also an issue at times. We've had various engineers come out who never appear to find anything and we've had multiple aspects of our infrastructure changed to no avail. Below is the last 2 days from the broadband quality monitor:
I've had this running for a while so there's a lot more evidence of +200ms response times. Any advice on what could be the issue? I'll post the upstream, downstream and network log in separate messages
Nothing unusual in the network log, downstream power's OK, but too many uncorrectable (post-RS) errors, upstream power's good, but far too many timeouts. I'd wait and see what staff advise, because the BQM looks noisy (which can be fixed) but also to have some characteristics that could be over-utilisation (which generally isn't fixed in any reasonable time scale).
It's been a while since I posted this and following multiple changes, I'm still struggling with latency issues. The engineer which came out found no issues but suggested we had too many devices (approx. 20) and the Hub3 was not powerful enough so we would likely require a better router. I went out and bought a pair of Asus ZenWiFi AX (XT8) routers which improved the overall Wi-Fi however did not resolve the latency problems. We've since been upgraded to the Hub4 on the Gig1 plan and again still have high latency. I'm currently connected from my PC directly to the Hub4 in modem mode and a simple ping to google.com is all over the place:
I believe over the years we have had every piece of infrastructure change at the property (some multiple times) so is it likely that the issue resides in the cabinet at the end of the street? If so is this something that Virgin would look to investigate? Or is it purely down to limits in the area for shared bandwidth?
Thanks for your post and for coming back to us with an update. We're sorry to hear your issues with latency are continuing.
Checking things this end, it looks as though several of your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you.
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.