Menu
Reply
Pacey_56
  • 3
  • 0
  • 0
Tuning in
669 Views
Message 1 of 6
Flag for a moderator

High packet loss while playing any game

I have been with VM for around 5 years now, I experienced this EXACT same issue around a year ago with my old HUB 2 which. My connection is generally OK, good speeds and good connection whilst streaming or browsing. 

BUT when I play literally any game on my PC I experience high packet loss, which makes any game unplayable on a VM connection. I've had to connect to my mobile hotspot, which gives no packet loss but a slightly higher than normal ping.

I had this exact same issue with my HUB 2, which was solved when VM sent me a new HUB 3. But this issue has since started again, and is as annoying as ever. When I start playing a game it will be perfectly fine with a low ping, but within 60 seconds my ping goes though the roof and I start getting the high ping loss icon is whatever game I'm playing OR I will start playing with a low ping, and then slowly I get more and more packet loss, with my ping staying low - until it is quickly unplayable due to rubber banding.

I need this issue to be fixed, otherwise I will soon be jumping ship to another ISP who can provide a stable gaming connection and better support. My BQM looks perfectly fine, as it did before when I had the same issue with my HUB 2.

I have tried: Resetting the hub to factory settings, using a different device, restarting Hub, using ethernet connection. Issue persists regardless.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/55e5eb6428e26b2642b0a1d36e211e0af8... 

0 Kudos
Reply
Pacey_56
  • 3
  • 0
  • 0
Tuning in
667 Views
Message 2 of 6
Flag for a moderator

Re: High packet loss while playing any game

Downstream bonded channels

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

1427000000-0.540256 qam37
2267000000140256 qam17
32750000001.240256 qam18
42830000001.240256 qam19
52910000001.440256 qam20
62990000001.540256 qam21
7307000000140256 qam22
83150000001.240256 qam23
93230000000.740256 qam24
10331000000140256 qam25
11339000000140256 qam26
123470000000.240256 qam27
133550000000.540256 qam28
14363000000040256 qam29
15371000000040256 qam30
16379000000-0.238256 qam31
17387000000-0.440256 qam32
183950000000.240256 qam33
19403000000040256 qam34
204110000000.240256 qam35
21419000000040256 qam36
22435000000-0.440256 qam38
23443000000-0.740256 qam39
24451000000-0.938256 qam40



Downstream bonded channels

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

1Locked40.3400
2Locked40.3520
3Locked40.3630
4Locked40.9240
5Locked40.3280
6Locked40.9240
7Locked40.3250
8Locked40.3200
9Locked40.3270
10Locked40.3270
11Locked40.3300
12Locked40.3200
13Locked40.3180
14Locked40.3310
15Locked40.3470
16Locked38.9190
17Locked40.3740
18Locked40.9180
19Locked40.3280
20Locked40.9160
21Locked40.3130
22Locked40.3220
23Locked40.9240
24Locked38.9180

 

Upstream bonded channels

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

14620001744.3512064 qam11
23939999842512064 qam12
35369998146.3512064 qam10
46030000247.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0020
4ATDMA0020

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87ds



Primary Downstream Service Flow

SFID2642
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID2641
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

0 Kudos
Reply
Andrew-G
  • 8.1K
  • 1.35K
  • 3.66K
Very Insightful Person
Very Insightful Person
629 Views
Message 3 of 6
Flag for a moderator

Re: High packet loss while playing any game

Your BQM isn't perfect, but it's still pretty good for a cable connection and shows no evidence of packet loss, your power levels and SNR are good, so at the moment there's nothing that indicates the problems you describe, and nothing that VM could fix.  Potentially there may be latency and packet loss issues on the routing to the game servers you connect to, but that will generally be outside of VM's control. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Pacey_56
  • 3
  • 0
  • 0
Tuning in
612 Views
Message 4 of 6
Flag for a moderator

Re: High packet loss while playing any game

It would make sense for it to be the game servers, if it wasn't an issue on any online game that I play. Regardless of what country servers I play on, also considering that I get a normal connection on my 4G phone hotspot.

Also the fact that this issue was solved for a period of time by VM sending me a new hub.

0 Kudos
Reply
Andrew-G
  • 8.1K
  • 1.35K
  • 3.66K
Very Insightful Person
Very Insightful Person
586 Views
Message 5 of 6
Flag for a moderator

Re: High packet loss while playing any game

Fair comment.  I'm out of options.  It would seem that you either accept this, or (subject to any contract restraints) choose a different ISP.  Not good, I know, but that's all I can think of.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
SonarUK
  • 576
  • 25
  • 72
Rising star
579 Views
Message 6 of 6
Flag for a moderator

Re: High packet loss while playing any game

the only thing i could suggest is to open up the game(s) you have problems with then use the ping feature through command prompt and try run a ping test while the connection is going crazy.

You could always try pinging google for the fun of it to see if any problems arise.


Also does anyone on your street have the same problems? - if your neighbor is on virgin ask them if you can try a device on there connection.

https://twitter.com/SeriousFamily

M500 | Hub 3 Modem Mode | Asus RT-AX86U (Stock-Firmware)
0 Kudos
Reply