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vikei48
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Message 1 of 53
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Just switched to Virgin - High ping

Hello,

I just switched to Virgin from Sky and the experience was less than stellar. The issue comes up during online games, and League of Legends in this particular case. I am playing on the North American server and on Sky my ping was 110, but after this Tuesday that I switched to Virgin, I experience ping spikes that ruin the game.

I tried changing ethernet cables, connect to different ethernet ports, reset the hub, but nothing changed. I haven't tried the modem mode yet, but that's not what I paid for.

Any advice is welcome.

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Very Insightful Person
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Message 2 of 53
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Re: Just switched to Virgin - High ping

Would need to check the signal levels if could go to http://192.168.0.1 or if using modem mode http://192.168.100.1 clicking router status top right or bottom of page depending on hub [no need to login - depending on hub] and if could copy/paste the downstream, upstream, network log, don't worry about the formatting we can easily read it.. try and avoid using screen shots..

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

Click to learn more about VIP

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Mark as Helpful Answer if I've helped

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vikei48
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Message 3 of 53
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Re: Just switched to Virgin - High ping

Thank you for the speedy reply. Here they are:

Downstream bonded channels

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

1Locked38.9417850
2Locked40.9297523
3Locked40.3375768
4Locked40.3387350
5Locked38.9427602
6Locked38.9580599
7Locked40.3667438
8Locked40.3769708
9Locked40.3686577
10Locked40.3890517
11Locked40.9996544
12Locked40.31825609
13Locked40.31856616
14Locked40.31522643
15Locked38.91676536
16Locked40.34534760
17Locked39.889261065
18Locked38.65305940
19Locked40.33469904
20Locked38.968941295
21Locked40.3188661740
22Locked38.982531842
23Locked38.9392892869
24Locked37.613242159016

 

Upstream bonded channels

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

14620000050.5512064 qam13
23260000051512064 qam15
32580000051512064 qam16
43940000051512064 qam14



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

2018-10-25 16:54:12.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 16:54:15.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 16:55:05.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 16:59:32.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:11:19.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:16:03.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:16:03.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:40:15.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:44:49.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 17:51:12.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 18:01:25.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 18:02:36.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 18:03:06.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 18:03:31.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:37.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 19:03:38.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 19:30:04.00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 19:42:16.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 20:59:39.00criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-10-25 21:01:34.00Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Adduxi
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Message 4 of 53
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Re: Just switched to Virgin - High ping

Upstream power levels are too high. You will need an engineer to fix this. It can take up to a week for VM to reply here. Best to ring up. 

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dialatech
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Message 5 of 53
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Re: Just switched to Virgin - High ping

having a ping of 110ms is very high... Why are you playing on a North amercian server?

Why not play on a server in Europe?

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vikei48
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Message 6 of 53
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Re: Just switched to Virgin - High ping

The friend I play with lives in the US so that's why. 110 is high but I had no issue with response time.

I will call support again. 

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vikei48
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Message 7 of 53
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Re: Just switched to Virgin - High ping

A small update. I have changed ethernet cables and tried factory reset the router. The ping issue is still there, but with fewer spikes these days. We even managed to play LoL and stream at the same time with no issues (not all the time though).

However, we still experience small disconnects which peaked last night. For about 10 minutes our devices were disconnecting and ultimately the router reset itself. I just called customer support and asked if a technician can come and check but they were adamant that there is no issue a visit can fix and that there is basically nothing to be done to fix the issues I experience.

Is there a way to fix all these and if not can I cancel the contract? I switched to have better speed but all this is not worth it. Especially since the issues started on day one .
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Very Insightful Person
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Message 8 of 53
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Re: Just switched to Virgin - High ping

you only posted one page of the downstream levels - post the rest - as said upstream levels are high but in limits - lets see what the rest of the downstream levels say

high ping is usually not caused by the levels being off - more a problem of the hub3 - there is new firmware which is said to help but if you have not got it its an as and when thing - VM will not push it 

as to leaving - yes you can leave with no penalty if you are within 14 days of the install - after that - no - you may not be happy with the connection but as VM see it its within limits

____________________

Tony
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Forum Team (Retired) Ben_N
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Message 9 of 53
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Re: Just switched to Virgin - High ping

Hi vikei48,

 

Sorry to hear this. How are things looking at the moment? 

 

Thanks

Ben_N

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vikei48
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Message 10 of 53
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Re: Just switched to Virgin - High ping

Hi Ben,

Thank you for the reply. I know I was salty in the previous posts, but now the issues seem to have subsided. The ping is steady between 130 and 140 with no spikes and we managed to play and stream videos at the same time with no disconnects or lag spikes.

For now it seems everything's settled.

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