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High ping and latency issues Hub 3

Hello,

For about 5 or 6 weeks now I've been having seriously bad ping issues when playing games. Counterstrike GO is the main one I play.

I have a 200mb connection and it happens even when I have 100mb download and around 10mb upload speed.

My neighbour opposite who also has Virgin is also having the exact same problem. Our pings spike at the same time. Other people in my local area who also play with us also having similar issues.

We've tried everything. Goes without saying we're all particularly unhappy. What can we do?

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Re: High ping and latency issues Hub 3

Sounds like an area issue.  What can you do? 

1) You or somebody else has probably tried raising a customer service request?  And has that got any result or response?  Is there a known problem with a review date?  You've checked on line for the service status to see if there's any issues?

2) Gather more evidence - always easier to get a problem fixed if there's clear data that highlights a problem.  So got to Thinkbroadband, create an account, set up a broadband quality monitor, let it run for 24-48 hours, see what that shows/  Have a look at your hub's status page - post the contents of the tabs titled Downstream, Upstream, Network log in three replies here and somebody will see what that shows and advise.

3) If you feel you've exhausted VM's ability and willingness to help, leave and get an Openreach connection, which will always beat a cable connection for latency (although the problems you describe sound resolvable if VM can be bothered).  Depends on what you want, of course - VM offer fabulous bandwidth when the service is working, but latency is inherently patchy because of the radio frequency technology used between the street cabinet and customers' properties.  

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Re: High ping and latency issues Hub 3

Hey Andruser,

This is really helpful. Thank you.

1) I've tried to call - no call centres open of course. I've tried to raise on the website, but says all working fine so can't raise any kind of ticket. Any other idea on how I might raise a customer service request with Virgin? There's no known problem. No service status issues.

2) I've just signed up to Thinkbroadband and will monitor over the weekend. Thanks! Will grab bits from the hub's status post and put it all together in this thread in 48 hours' time.

3) I'd love to leave, but think getting an Openreach connection at the moment would be difficult (and I'd probably have to pay to exit Virgin - contract ends next January unfortunately. Ideally I'd like to go for a FTTP connection in the future. Interesting point about the radio frequency - thx for sharing.

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Re: High ping and latency issues Hub 3

Looks like it's a waiting game, unfortunately.  The response times from VM staff through these forums is highly variable at the moment, but probably the fastest you'll get (although that was true before coronavirus issue).  

Let the BQM run, use the internet as normal, see what it shows, and post a link to a snapshot chart here.  There's plenty of people round here able to infer what's going on from a BQM (and don't forget the hub status figures).  But I note your comment about "even when I have 100 Mb download speed".  This and the comments about neighbours suggest this could be an area over-subscription problem (the BQM usually proves this or not), but if you're only getting 100 Mbps on a 200 deal, then you could invoke VM's minimum speed guarantee.  Assuming that you're measuring speed on a wired connection and you can show any instance of 106 Mbps or less, VM will have to either fix it to achieve at least 107 minimum, or let you leave without penalty.  But bear in mind that in the current world, things move slowly, so don't hope for a quick fix, unless this happens to be known area fault or over-subscription and there's a planned fix.

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Re: High ping and latency issues Hub 3

3) Interesting... I thought Virgin Media is also fibre? I just got a letter saying CommunityFibre is installing gigabit connections in my area.

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Re: High ping and latency issues Hub 3

VM is more accurately described as HFC which is Hybrid Fibre Coax. It's copper coax cable from your modem to the street cabinet, in the cabinet is an amplifier and another (heavier) coax cable linking it to the next street cabinet and so on until it arrives at a cabinet with a RF to fibre converter, then it's fibre back to the headend and out to the internet.

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Re: High ping and latency issues Hub 3

I am under the impression that some of the newer build out areas are FTTP, so no coax. 

But any established VM service area, even for a new installation, that'll certainly be coax to the premises.  Back in it's day (pre-2000), coax cable was THE broadband technology to beat.  Now, well, think about the initials: CATP.  Cable has had its day, but until you've got a genuine FTTP alternative, it may still be the best option if you prefer bandwidth over latency.

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Re: High ping and latency issues Hub 3


@Andruser wrote:

I am under the impression that some of the newer build out areas are FTTP, so no coax. 

But any established VM service area, even for a new installation, that'll certainly be coax to the premises.  Back in it's day (pre-2000), coax cable was THE broadband technology to beat.  Now, well, think about the initials: CATP.  Cable has had its day, but until you've got a genuine FTTP alternative, it may still be the best option if you prefer bandwidth over latency.


Yes, that's true and I almost went back to edit my post above after typing it to mention that but got distracted and forgot! But the majority of VM subscribers will still be connected via coax so the description is still suitable for most.

 

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Re: High ping and latency issues Hub 3

Here's a 24 hour snapshot. Will leave it running for another 24 hours and update on Monday evening.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/09f31cf264bba98e7ac8e2407e2de22f5a...

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Message 10 of 23
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Re: High ping and latency issues Hub 3

Downstream bonded channels

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

16590000002.938256 qam32
24750000004.440256 qam9
34830000004.338256 qam10
4491000000438256 qam11
5499000000440256 qam12
65070000004.140256 qam13
75150000004.340256 qam14
85230000004.338256 qam15
9531000000440256 qam16
10539000000440256 qam17
11547000000438256 qam18
125550000003.938256 qam19
135630000003.738256 qam20
145710000003.538256 qam21
155790000003.538256 qam22
165870000003.738256 qam23
175950000003.438256 qam24
186030000002.738256 qam25
196110000002.738256 qam26
206190000002.738256 qam27
21627000000338256 qam28
22635000000338256 qam29
23643000000338256 qam30
246510000002.738256 qam31



Downstream bonded channels

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

1Locked38.91757070
2Locked40.3282320
3Locked38.9346240
4Locked38.9388010
5Locked40.3417900
6Locked40.3422100
7Locked40.3516430
8Locked38.9506950
9Locked40.3579810
10Locked40.3624240
11Locked38.9675570
12Locked38.9723710
13Locked38.9739160
14Locked38.9891720
15Locked38.9917020
16Locked38.9954670
17Locked38.91136060
18Locked38.91293350
19Locked38.61215790
20Locked38.91349550
21Locked38.61397300
22Locked38.91719170
23Locked38.91661720
24Locked38.91542890
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