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Beckmech
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Huge lag spikes whilst playing online

Hi all,

Over the past month or so I've noticed my internet get progressively worse and the performance whilst gaming is honestly abysmal.

I'm getting very large ping spikes during gameplay which obviously just ruins any form of online gaming. I also stream my gameplay and up until the past week have had zero issues but now I'm even getting some dropped frames which I assume is down to packet loss.

My download and upload speeds are as advertised and I can't knock them. 

I've looked at other threads here with people having similar issues so I've gone ahead and got a BQM going and done some speed tests.

Today's BQM: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4397bb1426ee8ee8f4825a1335d0815c0f62aa3f-28-11-2020

 Live BQM:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c8ab8f4275a7a13208fc1811a564dfd529df246c

Just done a speed test and got 373mbs down and 27mbs up. Upload is a lower than normal but still not bad.

I am using the Virgin hub 3 as a router too and I have a wired ethernet connection to my computer via a gigabit switch.

Is there anything I can do to fix this? I've seen people post about overutilisation on the network but I've heard the Hub 3 isn't great, will putting it in modem mode and getting myself a router help with this? Any help would be really appreciated. I'll post my router status below

Thanks!

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Beckmech
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Re: Huge lag spikes whilst playing online

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
171000000
Locked
Ranged Upstream Channel (Hz)
53699991
Locked
Provisioning State
Online

 

Downstream bonded channels

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

11710000003.438256 qam5
21390000004.338256 qam1
31470000003.738256 qam2
41550000003.738256 qam3
51630000003.238256 qam4
61790000003.238256 qam6
71870000002.938256 qam7
81950000002.538256 qam8
92030000002.538256 qam9
102110000002.238256 qam10
112190000002.438256 qam11
122270000002.238256 qam12
132350000002.238256 qam13
142430000001.738256 qam14
152510000001.538256 qam15
162590000001.738256 qam16
172670000001.738256 qam17
182750000001.738256 qam18
192830000001.538256 qam19
202910000001.538256 qam20
212990000001.438256 qam21
223070000001.738256 qam22
233150000001.738256 qam23
24323000000238256 qam24



Downstream bonded channels

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

1Locked38.9101714719
2Locked38.6213517391
3Locked38.9103244357
4Locked38.6108256032
5Locked38.9166876017
6Locked38.93904110767
7Locked38.916599635
8Locked38.917684
9Locked38.6164119
10Locked38.6150128
11Locked38.6154113
12Locked38.617476
13Locked38.617234
14Locked38.916518
15Locked38.615261
16Locked38.912962
17Locked38.912456
18Locked38.69954
19Locked38.618562
20Locked38.619377
21Locked38.922869
22Locked38.91366
23Locked38.6790
24Locked38.61654
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Beckmech
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Re: Huge lag spikes whilst playing online

Upstream bonded channels

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

15369999144.8512064 qam2
23939996146.3512064 qam4
34619999346.3512064 qam3
46030000046.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0030
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ldJKDHSUBsgvca69834ncxv98



Primary Downstream Service Flow

SFID490
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID489
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Andrew-G
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Message 4 of 15
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Re: Huge lag spikes whilst playing online

Hub 3 latency issues were fixed years ago.  You'd get better wireless with a third party router, but that's not your main problem at the moment.  Your main problem is over-utilisation, and that's suddenly become a notable problem for a lot of people, and there's nothing you can do other than hope it goes away, or get a new ISP. 

If you've not already seen them, my thoughts on that matter.

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Beckmech
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Re: Huge lag spikes whilst playing online

Yeah I'm not worried about the wireless. It's not great but as mentioned it's not my issue with ethernet to my PC.

I thought it would be over-utilisation as I have seen your posts elsewhere. Hopefully someone from Virgin can come in and give us some clarification on this. I need my internet as I work from home and changing providers would probably leave me with no internet for a while unless I can get an overlap.

It's really frustrating!

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Andrew-G
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Re: Huge lag spikes whilst playing online

If you do decide to leave, get the new ISP in before cancelling VM.  If it all goes according to plan it's a wasted month's payment to VM.  If the new install is delayed or doesn't work, you just hang on with VM until it does.

As for clarification, the BQM is crystal clear that it is over-utilisation.  No other fault type produces that "high latency in waking hours" profile.  Even if VM give a fault reference and fix date, that's not reliable, and rather too often not worth the pixels it's displayed on.  If you've not read it, this is a fine example of VM's approach to dealing with over-utilisation.  And just in case you think that had a happy ending at the end of the thread, I wouldn't say so.

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Beckmech
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Message 7 of 15
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Re: Huge lag spikes whilst playing online

Thanks for the reply again Andruser. Those threads were depressing reads... 

I was on the phone to Virgin last night on hold for over an hour only for them to hang up on me. 

This issue only cropped up about a month ago, at the start it wasn't so bad but the past week or so has gotten really horrible. 

Hoping someone from Virgin will pop in and reply. 

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mimin1
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Message 8 of 15
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Re: Huge lag spikes whilst playing online

We're having the same issue. You're not Area 03 too, are you?
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Beckmech
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Re: Huge lag spikes whilst playing online

I'm in area 04. Post code starts B62.

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Beckmech
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Re: Huge lag spikes whilst playing online

I tried to call Virgin over the weekend and was on hold for over an hour before they just hung up on me. I took to Twitter to try and get some help and they asked me to restart my hub (both turning it off and on again and using the pin hole reset button - Which I had obviously already tried) and then told me to try here with the hope someone from Virgin could help.

So, can someone from Virgin please help me with this?

Thanks.

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