Virgin Media Community

[paulclark1994]

Hi all, 

I moved house a couple of months ago and carried over my VM100 internet package, the service here has been pretty poor by comparison. Any online games I play receive constant lag errors, packet loss which was never an issue before so I'm assuming it's a hardware/congestion issue. This can also affect my work as I can temporarily lose connection to our office's server whilst working from home.

I'm using the same Hub 3 and I'm hardwired in via ethernet. This happens across multiple games and when no one else is in the house so it's not a bandwith/usage issue either. I've called the technical team but not had much success other than running speed tests which are fine. My brother in law lives nearby and has stated he had a poor/unstable connection with VM also. 

I set up a thinkbroadband BQM and there were spikes of 100% packet loss which now seem to be lasting even longer;

Thursday

Wednesday

Tuesday;

Monday

Here is the hub 3 network log:

Any help would be appreciated, 

Thanks,

Paul

[Andrew-G]

You need to post the status data for Downstream, Upstream and Network log in the following manner: Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.   You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[Tom_F]

Hi Paul, thanks for getting in touch.

Sorry to hear about the issues you've had with your connection since moving. The BQM doesn't look great, and I've taken a look from here using your forum details and do feel like the power-levels are bordering on problematic which will likely account for the problems you've experienced.

We'll need to arrange a tech-visit to get this fixed, I will get in touch via PM so we can get that sorted out - just look out for the purple envelope and get back to me when you can.

Tom