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Issues with gaming & Zoom

Hi, 

I'm new to the forums but have been reading a number of threads with some extremely helpful responses provided so I thought I'd give it a go. 

I moved to Virgin Media for the first time since being a student in about 2010 in March this year, initially I found the internet great but then lockdown struck I went back to my family home and then came back to London in June time and have had persistent issues since then. 

Putting to one side the number of time the internet has been down and an issue reported when I check (at least 5 times in the last month), I'm fundamentally struggling to do what I'd hope to be basics and the past week has been especially bad.

I've got absolutely no issues with streaming/downloads - if I go on Prime it'll stream in pretty much perfect HD all the time. However, I regularly find that the internet struggles to cope with skype/Zoom/Teams, regardless of whether I've got my video on or not. 

Then, this weekend, I've been forced to revert to tethering off my phone to get anything at all in terms of being able to game on my PS4. I ran a speed test on the PS4 itself (connected via LAN) and it gave me a download speed of 18 mbps, but an upload speed of just 17.6kbps! I did a router reset and it uplifted to c. 40mpbs and 2mpbs on the upload. But I've done the router reset multiple times over the weekend and eventually it reverts to being really slow again. But I'm finding that I lose connection regularly (even plugged in via LAN) and otherwise it just goes really slowly at certain points and the experience is unbearable. 

I'm not really sure what to do here. I haven't tried to get in touch with any of the support teams , as I'm pretty unconvinced reading some of the threads here that it'll do anything. I guess my primary thoughts are as follows if someone is able to provide some advice:

1) Is there anything I can do to my router itself which might improve things? 

2) Would upgrading my virgin subscription help at all? I presume I signed up to the most basic package, but I really don't want to pay more/commit to a longer contract if the issue is more fundamental?

3) Are there any other basic checks I can do to determine the issue? I get the impression just searching for available wifi networks a lot of people have virgin in my area? Could that be a more fundamental issue?

Any help massively massively appreciated!

Cheers,

Kris

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Re: Issues with gaming & Zoom

Hi Kris

If the issue is with your line then upgrading won't fix it.  Streaming video with Prime is more tolerant of small network interruptions than Zoom, gaming, etc due to buffering of the video data.

Posting some hub stats might shine some light on the issue.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI or a Hub 4, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

P.S. The speed test built into the PS4 is notoriously unreliable, even on an Ethernet connection.  My PS4 never reflects the true speed of my line.

______________________
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My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Issues with gaming & Zoom

Top stuff, thanks a lot Scott.

Copy and pastes below:

Downstream

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000-4.536256 qam25
2267000000-7.234256 qam17
3275000000-7.435256 qam18
4283000000-7.435256 qam19
5291000000-735256 qam20
6299000000-6.235256 qam21
7307000000-5.735256 qam22
8315000000-4.936256 qam23
9323000000-4.736256 qam24
10339000000-4.436256 qam26
11347000000-4.236256 qam27
12355000000-436256 qam28
13363000000-436256 qam29
14371000000-436256 qam30
15379000000-4.236256 qam31
16387000000-4.236256 qam32
17395000000-4.236256 qam33
18403000000-4.536256 qam34
19411000000-535256 qam35
20419000000-5.735256 qam36
21427000000-5.735256 qam37
22435000000-5.535256 qam38
23443000000-5.235256 qam39
24451000000-4.536256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked36.331390
2Locked34.941880
3Locked3545100
4Locked3541510
5Locked3537910
6Locked35.538230
7Locked35.727860
8Locked36.322930
9Locked36.625700
10Locked36.336020
11Locked36.333460
12Locked36.334930
13Locked36.636600
14Locked36.637540
15Locked36.352990
16Locked36.650740
17Locked36.645850
18Locked36.357560
19Locked35.583720
20Locked35.5103680
21Locked35.785600
22Locked35.5108780
23Locked35.7109450
24Locked36.69989

0

 

Upstream

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000057512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000

 

Configuration
General Configuration
Network access
Allowed
Maximum Number of CPEs
3
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
;fg87dsfd;kfoA,.iyewrkldJKDHS


Primary Downstream Service Flow
SFID395
Max Traffic Rate57500000
Max Traffic Burst10000
Min Traffic Rate0


Primary Upstream Service Flow
SFID25760
Max Traffic Rate5250045
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Re: Issues with gaming & Zoom

The recommended range for downstream power levels is -6 to +10 and you have several channels below -6. Additionally you appear to only have one upstream channel instead of the usual four and the power level on that one channel is too high.

These out of spec power levels could well be causing disconnects and slower speeds and need a technician to visit and adjust the power levels.  You can try calling VM to book a visit or wait for one of the forum team to get to this thread and they can help you book a visit, if their tests confirm my suspicions.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Issues with gaming & Zoom

Thanks for the post Kris52 and welcome to our community.

 

We can see there's currently works happening in your area which might be affecting your services, I'll include the information to this below.

 

Reference: C01153730

Estimated repair time: 26 OCT 2020 15:00

 

Thanks, Emily.

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Re: Issues with gaming & Zoom

Thanks again for your insight Scott!

Emily, as per Scott's suggestion, do you think it would be possible to book an engineer to come and take a look?

I'm happy to run the tests again this evening to check if they display the same after the engineering works in my area, however, as I noted in my original message my issues have been occurring for some time, and so (without knowing more details about what they're trying to fix and what it might achieve) I'd be surprised if this specific incident repair was going to address everything. 

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Re: Issues with gaming & Zoom

While there's an area fault or outage in progress any engineer appointments would be cancelled automatically until the work has finished as this may be what is affecting the services. 


Thanks, Emily.

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