For a few months now I've been dealing with sporadic increases in ping and packet loss on my connection, which is most noticable during games. I initially wrote this off as higher utilisation due to Covid-19 etc. but now reaching a point where I can't stay connected to online games due to these random spikes. I have experienced these issues in both wired and wireless connections, and using SH3 in router and modem mode. I have also moved addresses recently and the problems seem to be worse in my newer address, so I'm not sure if this is a fault with the line or my equipment. I've since been using the SH3 in modem mode with a ASUS RT-AC86U in the meantime to allieviate these issues. Help appreciated either way.
BQM (27th July, old address, router mode, wired connection)
My apologies for the broadband issues. I've had a look on our systems today and cannot see any issues. However the hub is currently showing in modem mode. Can you pop it in to router mode for me and then we can do further tests?
I've switched back to router mode, please can you have a look ASAP. I am still dealing with small but constant packet loss and latency spikes that makes video conferencing and online gaming next to impossible to experience smoothly. I've already performed multiple resets on the router. Thanks.
Now having service issues - I'm going to switch the router back to modem mode and switch to another router as I'm having no luck unless someone can examine this today. Either way it's looking like I'm going to end my services and switch to Zen.
I've taken a look into your account and I can see that we're currently experiencing an outage
Outage type: SNR
Description:Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® 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.
Remedy Number: F008317387
Date Open:12 AUG 2020 16:27
Estimated end date:19 AUG 2020 16:30
We apologise for the inconvenience this may cause you. Do feel free to come back to us once the outage has cleared and we'll seek to run diagnostics with you, if possible