Virgin Media Community

[elliottgsmall]

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.

[elliottgsmall]

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. 

[elliottgsmall]

I would just like to confirm the follow.

• I have been playing Warzone since release, with no problems, when using BT on a 72mbps connection
• I am now on the Virgin Media 1GB connection
• I have a direct Ethernet connection running from my router to the Gaming computer (Which has already been changed for a new cable to prevent this being the problem)
• I have had 3 conversations with Virgin to resolve this, including an individual call out, at which point the Engineer changed the internal box on the wall and explained that the measures were low on the outside signal box. This was then resolved however the issue still remains. One of these conversations that took place riled me due to the person constantly telling me that this was due to me using Wifi, which I explained multiple times that this was not the case (This was very obvious that the person was not listening to the problem and was working from abroad, trying to solve this specific problem with a general 'One size fits all' method.
• I moved house 3 weeks ago, since the first day Warzone has crashed, causing the internet to be disconnected for around 4-8 seconds, randomly.
• I have stress tested under a range of other games such as - None have had the same problem;
  • League of legends
  • Fifa 22
  • Warhammer 3 (online)
• The computer has Windows and the Graphics drivers fully updated.
• I have been running a Ookra speed test alongside my own personal ping -t 8.8.8.8, which has showed minimal packet loss, except for when Warzone is running / connecting to the server.
• I have already re-installed and scan and repaired Warzone 
• I have downloaded and am running the BQM as previously advised to another individual who has posted on here
• I have spent countless hours looking at the internet to find a solution and tried a variety of options related specifically to Warzone (Even though when using BT this was not required).

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,

[OsmundDamian]

I think it's probably because of the regional transmission.

[Hayley_S]

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,

[elliottgsmall]

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.

[Adduxi]

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.

[elliottgsmall]

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.

[elliottgsmall]

Network Log

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;

3.0 Upstream channels

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

3.0 Upstream channels

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

[elliottgsmall]

3.0 Downstream channels

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

3.0 Downstream channels

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

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

40

1.1

1104353946

0