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Internet problems when gaming

Just joined

Ok so firstly my broadband is virgin media's m500 deal which promises 550Mbps on average. However my house hasn't got FTTH (Fibre to the house) meaning I could only reach around 60Mbps even when using ethernet and optimal settings.

However when playing it suggests otherwise as I do get 0 to 10 ping but it randomly spikes to 500 and I get 80%+ packet loss and then my game freezes completely. After which I quit the game and I tells me I'm connected without Internet access. I've youtubed numerous videos and community suggestions. However without any improvement. This has happened ever since I got the broadband.

I thought it was due to overheating However when using a desk fan directly facing it in my room at around 24⁰ at average meaning it shouldn't result in disconnecting.

My mtu settings are 1400 . I've done all suggested things such as resetting full reset to default settings. I use Google dns server when I troubleshoot it says failed to connect to Internet and that's all.

Any help is appreciated if you want my router status and downstream upstream details then I can send them here.


Very Insightful Person
Very Insightful Person

Post power levels and network log from the Hub. If you are on the 500 tier you should be able to get 500. Not having FTTP is irrelevant 


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Forum Team
Forum Team

Hi there b1arney,

Thanks for your post and welcome to the community.

So sorry to hear about the service issues faced, just to add also on this are you able to post a BQM to track the dropouts?

To do so open this link give it some time to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum for us to review the issues.