Virgin Media Community

[SamStaples]

I have been getting huge ping spikes for the longest time, making playing games during the afternoon and evening not an option. I have a wired connection to my desktop and experience the same issues, telling me its not the devices I'm using and rather the network itself. 

BQM : 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d9d3328e6c6056ae6cd68107fddf64d13e2a2f03-15-09-2020

Downstream: 

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

1	331000000	4.9	38	256 qam	25
2	267000000	4	38	256 qam	17
3	275000000	4	38	256 qam	18
4	283000000	4.1	40	256 qam	19
5	291000000	4.4	38	256 qam	20
6	299000000	4.5	38	256 qam	21
7	307000000	4.6	38	256 qam	22
8	315000000	4.8	40	256 qam	23
9	323000000	4.9	38	256 qam	24
10	339000000	4.6	40	256 qam	26
11	347000000	4.5	38	256 qam	27
12	355000000	4.1	38	256 qam	28
13	363000000	4.1	38	256 qam	29
14	371000000	3.9	38	256 qam	30
15	379000000	3.9	38	256 qam	31
16	387000000	3.7	38	256 qam	32
17	395000000	3.5	40	256 qam	33
18	403000000	3.5	38	256 qam	34
19	411000000	3.5	38	256 qam	35
20	419000000	3.2	38	256 qam	36
21	427000000	3.4	38	256 qam	37
22	435000000	3.2	38	256 qam	38
23	443000000	3	38	256 qam	39
24	451000000	2.9	38	256 qam	40

Downstream bonded channels

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

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

Upstream: 

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

1	25799983	4.075	5120	64 qam	6
2	32599981	4.125	5120	64 qam	5
3	39400017	4.175	5120	64 qam	4
4	46199986	4.175	5120	64 qam	3

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

i really hope i can get some help on this because its unacceptable for what im paying. 

[Andruser]

Your power levels, SNR, error counts and modulation are all fine, although error numbers rise since the last reboot, so depending on when that was may have some significance.

Unfortunately, your BQM indicates a different and more troubling possibility, that of "over-utilisation".  See how your connection is OK through the small hours when nobody's using their connection?  And then during "waking hours" it all turns to sludge?  If this is the case (not proven yet) then VM have sold more connections than their network has capacity for, and there a range of possible outcomes, some of which may take many months before the matter is fixed.

Wait for the forum staff to pick this up (can take a day or two) and see if they can advise, and we can comment on your options.

[SamStaples]

thanks for your reply. I was mainly thinking it was the problem of 'over-utilisation' due to the reasons you have said. 

I last booted my router a couple days ago so i doubt there's any significance there.

[Emma_C]

Hi SamStaples, 

Really sorry you've been having some issues recently, this isn't good. 

I also apologise for the delay in getting back in touch, we have been busier than usual. 

I've had a look and there's no issues jumping out, but the hub has been up for a few days. 

Can you reboot and let me know how you're getting on at the moment?

We can run some further checks after that.

Thanks.

[SamStaples]

Sorry for the late reply,

Hi Emma,

I have restarted my router several times and have been experiencing the same issues

thanks 

[jpeg1]

What good is rebooting the Hub?  The problem is clear enough from the BQM and it's nothing to do with the Hub.

[Andruser]

@jpeg1  What good is rebooting the Hub?  The problem is clear enough from the BQM and it's nothing to do with the Hub.

The hub is a software controlled device, so rebooting clears the internal memory and reloads the software.  I'd agree that the problem almost certainly lies elsewhere, but since it's free and near instant, it's the logical starting point for any fault-finding activity on any software controlled device.

I still take the view that over-utilisation is the most likely cause of that BQM profile, but I believe unless VM's Network Operations have formally identified the area as congested, no fault number will be issued and the problem will not be officially recognised and admitted to.  If @SamStaples has any neighbours on good terms who use VM, then a simple test would be to get them to create a BQM (or let him know their IP address, so he can create one).  If the profile's the same, then it's an area fault and almost certainly over-utilisation.  If their BQM is "clean", then it is unlikely to be over-utilisation.

[Andruser]

@jpeg1  What good is rebooting the Hub?  The problem is clear enough from the BQM and it's nothing to do with the Hub.

The hub is a software controlled device, so rebooting clears the internal memory and reloads the software.  I'd agree that the problem almost certainly lies elsewhere, but since it's free and near instant, it's the logical starting point for any fault-finding activity on any software controlled device.

I still take the view that over-utilisation is the most likely cause of that BQM profile, but I believe unless VM's Network Operations have formally identified the area as congested, no fault number will be issued and the problem will not be officially recognised and admitted to.  If @SamStaples has any neighbours on good terms who use VM, then a simple test would be to get them to create a BQM (or let him know their IP address, so he can create one).  If the profile's the same, then it's an area fault and almost certainly over-utilisation.  If their BQM is "clean", then it is unlikely to be over-utilisation.

[SamStaples]

This was the BQM on Monday: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6cc9fdc7ad1e729c8b0a24cbef8f130149...

Probably the worst day for a while, literally wasn't able to play any games till past 10pm 

[jpeg1]

I'm very sorry to hear that.

Unless you can get someone at Virgin to own this over-utilisation issue and get it fixed your best option would be to change to an Openreach connection. It will be slower but at least you will have the low latency you need for gaming. 

[Andruser · Accepted solution]

I'd agree with @jpeg1 that your options with VM are limited.  Your subsequent BQM again looks like over-utilisation, and the company's track record on fixing these issues is poor.  In some cases they'll rearrange local connections to improve capacity, that can solve the problem, but isn't always possible because it relies on their being sufficient spare capacity on the local network or CMTS.  If there isn't spare capacity then investing to add new capacity is expensive, complex and slow, and there's not much evidence VM routinely do this.

There's a glimmer of hope that :

• If VM recognise there's a congestion issue, and...
• If the local network is soon upgraded to DOCSIS 3.1 (that's the technology to enable the Gig1 service), and...
• If they'll issue you a Hub 4 even on a non-gigabit connection...

...then that MIGHT resolve it.  It does however have that chain of "ifs", and you'd be exposed to the Hub 4, which appears to be a beta grade product with a range of teething problems and mysterious performance complaints, with no adequate technical support because VM launched it on the market without bothering to train all their staff.  And you won't get that much help from the VM community because most of us have no experience of the Hub 4, and none of us know what the operating parameters are that are given in the Hub 4's status page.

Of course, perhaps the forum staff can offer an alternative explanation for the fault, and it can then be fixed, but the BQM has persuaded me that you're suffering over-utilisation.

Personally I'd suggest you check whether you're still in a fixed term contract.  if you are then you could probably be allowed to leave penalty free by invoking VM's Consumer Complaints Code of Practice (in writing, by post), explaining the problem, presenting the evidence, requesting release from any contract, and stating your intention to escalate to the industry arbitration scheme if VM will not agree to that.

If you're not in a fixed term contract, then start investigating alternative ISPs.  Check out feedback on Trustpilot and ISPReview before signing with anybody, and give serious consideration to the smaller customer-service focused ISPs like Zen Internet, Aquiss, uno, IDNet, CIX and AAISP.  They won't be offering the heavily marketed and discounted deals that the likes of TalkTalk or Sky/Now offer, but the price of the cheap deals is invariably poor support from crummy offshore call centres.