on 22-04-2022 22:25
I've recently moved from BT to Virgin media. I am using the 1GB service and constantly finding that whenever I play warzone I suffer from major packet loss. This happens sporadically for anywhere between 4-8 seconds, causing enough delay to make me disconnect.
I have used ping -t 8.8.8.8 to track these whilst playing a range of online games, the only time I experience this packet loss is during Warzone, which to me is infuriating.
I have already had a technician come out recently, explaining the fault who worked on upping the level in the box and checking the network. Every diagnostic claims that there is no problem however Virgin is the only variable.
I have set up a 'think broad band' based on previous advice but I am already hours deep into problem solving myself and left feeling fuming as a result.
on 23-04-2022 12:06
I have a gaming rig, which is fully updated.
I moved house 3 weeks ago. The system is the exact same setup, with the same rig.
BT worked fine, no crashes no problems. The only difference is the internet, which is now virgin.
on 23-04-2022 15:48
I would just like to confirm the follow.
I would very much like to personally ask for either a call or response, to explain how someone who has opted to pay for the most premium service Virgin has to offer is being limited by either the technology that they have in place, the line to my house or the hub internally. I believe that as a service that this is a fundamental flaw and am shocked to see a response on a previous conversation which said.. "You need to contact Warzone". It's quite obvious, even with my limited, but 'nerdy' knowledge that the problem isn't Warzone itself but rather something to do with either Virgin OR the internet within my own house.
I would appreciate a direct response, given that this is a 'Gaming support' forum, which doesn't already ask me to do something that I have listed above.
Many thanks,
on 25-04-2022 10:53
I think it's probably because of the regional transmission.
on 25-04-2022 15:00
Hello @elliottgsmall,
Welcome, thanks for posting.
I am sorry for the issues with your internet.
While running checks on the system, it automatically booked an engineer visit, as the system has noticed that you do require a Tech to check your equipment.
Please can you check your online app and let me know if the date and time is okay for you?
Many thanks,
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on 25-04-2022 21:50
Hi Hayley,
Thank you for the response.
I would like to further add that after 4 hours of phone calls on Sunday, three abroad and one local. Nothing has been resolved. I know that Virgin outsource potential individual problems for a fee, which I found borderline outrageous as the fault has only appeared since joining Virgin Media. As I mentioned on the phone, I am now being charged for support over a product (Which I already pay for) and this is causing me further additional costs. It's a shocking method to solving problems which leads me to question how often this happens. I am happy for anyone to look into the call history on Sunday and see that during 4 calls -
24 minutes - disconnected.
23 minutes - disconnected during transfer
1 hour and 32 minutes Over an hour on hold whilst they checked my system - Ended up being disconnected
Finally, the most useful person, who then sold me the support team after arguing with me about it being my personal fault rather than virgin media 22 minutes
If anyone can provide some clarity on the above, or would like to send me a feedback survey, with a potential phone call that would be great.
I appreciate the booking and look forward to the support.
on 26-04-2022 09:37
You need to post a link to the "shared" BQM so we can see the state of your circuit.
Also post the power levels and network logs from your Hub, including the Pre and PostRS errors, for comment.
Are you aware VM are having problems at the moment, roughly between 20:00 and 23:00 most evenings? So, at this time, your circuit will not be at it's best between those hours.
Lastly, don't expect the same latency with VM that you had with BT, as the technologies are different, and at the moment, that's just the way it is. Upgrading to VM 1GB from BT 75MB will not make any difference in latency.
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on 27-04-2022 21:47
Thank you for responding.
It's not about the time, like i've previously mentioned, I have been trying this at different times throughout the day.
More recently, I discovered that it doesn't only happen during CoD and happens more often, it's just that the other games have mechanisms that allow them to cope.
I understand that every provider is different. My issues is that I shouldn't have to experience internet blackouts in any capacity no matter the provider. Imagine buying a car but finding out that every so often petrol doesn't actually fuel the engine and it cuts out... Ludicrous right?
I've done the last 5 days to ensure you have enough of a picture. Bare in mind, that weekdays I have only been able to be on from around 8pm onwards.
on 27-04-2022 21:50
Time Priority Description
Thu Jan 1 00:01:25 1970 | 4 | Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Thu Jan 1 00:02:00 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Mon Apr 25 21:07:50 2022 | 5 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Tue Apr 26 02:05:30 2022 | 3 | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 42.520599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 42.520599 | 5120 KSym/sec | 64QAM | 3 |
3 | 53700000 | 43.020599 | 5120 KSym/sec | 64QAM | 2 |
4 | 60300000 | 43.020599 | 5120 KSym/sec | 64QAM | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 1 |
|
on 27-04-2022 21:50
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 411000000 | 4.199997 | 38.983261 | QAM256 | 1 |
2 | 419000000 | 4.000000 | 38.605377 | QAM256 | 2 |
3 | 427000000 | 4.500000 | 38.983261 | QAM256 | 3 |
4 | 435000000 | 4.599998 | 38.983261 | QAM256 | 4 |
5 | 443000000 | 5.000000 | 38.983261 | QAM256 | 5 |
6 | 451000000 | 4.500000 | 38.605377 | QAM256 | 6 |
7 | 459000000 | 4.199997 | 38.983261 | QAM256 | 7 |
8 | 467000000 | 3.900002 | 38.983261 | QAM256 | 8 |
9 | 475000000 | 3.599998 | 38.983261 | QAM256 | 9 |
10 | 483000000 | 3.700001 | 38.605377 | QAM256 | 10 |
11 | 491000000 | 3.599998 | 38.983261 | QAM256 | 11 |
12 | 499000000 | 4.099998 | 38.605377 | QAM256 | 12 |
13 | 507000000 | 4.099998 | 38.605377 | QAM256 | 13 |
14 | 515000000 | 4.400002 | 38.605377 | QAM256 | 14 |
15 | 523000000 | 4.300003 | 38.983261 | QAM256 | 15 |
16 | 531000000 | 4.300003 | 38.605377 | QAM256 | 16 |
17 | 539000000 | 4.199997 | 38.983261 | QAM256 | 17 |
18 | 547000000 | 4.300003 | 38.605377 | QAM256 | 18 |
19 | 555000000 | 4.099998 | 38.605377 | QAM256 | 19 |
20 | 563000000 | 3.799999 | 38.605377 | QAM256 | 20 |
21 | 571000000 | 3.799999 | 38.605377 | QAM256 | 21 |
22 | 579000000 | 3.599998 | 38.605377 | QAM256 | 22 |
23 | 587000000 | 3.599998 | 38.983261 | QAM256 | 23 |
24 | 595000000 | 3.299999 | 38.983261 | QAM256 | 24 |
25 | 603000000 | 3.099998 | 38.605377 | QAM256 | 25 |
26 | 611000000 | 2.799999 | 38.605377 | QAM256 | 26 |
27 | 619000000 | 2.500000 | 38.605377 | QAM256 | 27 |
28 | 627000000 | 2.099998 | 37.636276 | QAM256 | 28 |
29 | 635000000 | 1.799999 | 38.605377 | QAM256 | 29 |
30 | 643000000 | 1.700001 | 38.605377 | QAM256 | 30 |
31 | 651000000 | 1.599998 | 38.605377 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.983261 | 2 | 0 |
2 | Locked | 38.605377 | 1 | 0 |
3 | Locked | 38.983261 | 5 | 0 |
4 | Locked | 38.983261 | 2 | 0 |
5 | Locked | 38.983261 | 2 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 38.983261 | 3 | 0 |
8 | Locked | 38.983261 | 2 | 0 |
9 | Locked | 38.983261 | 4 | 0 |
10 | Locked | 38.605377 | 5 | 0 |
11 | Locked | 38.983261 | 6 | 0 |
12 | Locked | 38.605377 | 3 | 0 |
13 | Locked | 38.605377 | 2 | 0 |
14 | Locked | 38.605377 | 5 | 0 |
15 | Locked | 38.983261 | 8 | 0 |
16 | Locked | 38.605377 | 3 | 0 |
17 | Locked | 38.983261 | 4 | 0 |
18 | Locked | 38.605377 | 5 | 0 |
19 | Locked | 38.605377 | 5 | 0 |
20 | Locked | 38.605377 | 3 | 0 |
21 | Locked | 38.605377 | 5 | 0 |
22 | Locked | 38.605377 | 6 | 0 |
23 | Locked | 38.983261 | 3 | 0 |
24 | Locked | 38.983261 | 9 | 0 |
25 | Locked | 38.605377 | 10 | 0 |
26 | Locked | 38.605377 | 14 | 0 |
27 | Locked | 38.605377 | 17 | 0 |
28 | Locked | 37.636276 | 18 | 0 |
29 | Locked | 38.605377 | 21 | 0 |
30 | Locked | 38.605377 | 14 | 0 |
31 | Locked | 38.605377 | 23 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 728 |
159 | Locked | 40 | 1.1 | 1104353946 | 0 |