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Lagging

LaGongue
Joining in

Hi,

when trying to use my PS5, the lagging is incredibly bad which makes it impossible to play online, this is the same when working from home and trying to make phone calls occasionally, it seems to be intermittent, sometimes ok sometimes not.

I have been with Virgin for years and I have never experienced any similar issues. 

When calling today, first the consultant tried to sell me a booster telling me that everything was perfect, then made me reset my router to update it and told me that it would fix the issue, surprise it has not.

I have attached a few screenshot of the Virgin speed test, and as you can see the latency and jitters is incredibly bad.

Anybody has any idea?

Thank you

Screenshot_20240516_195946_Chrome.jpg

Screenshot_20240516_195853_Chrome.jpg

Screenshot_20240517_194553_Chrome.jpg

13 REPLIES 13

legacy1
Alessandro Volta

VM checks are useless then even with the hub in router mode I take it?

Something is causing you high ping now if VM SAY your connection is fine this mean Docsis is fine so the problem is either a DoS are you have something taking up bandwidth.

I would say setup a BQM and disable wifi unplug wired devices and let BQM run for a hour or two but I'm not sure if hub allow that any more they should so do that then connect a trusted PC and check BQM for spikes

Broadband Quality Monitor | thinkbroadband

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Thank you for your reply, I'm not too technical, but I've set a BQM on my WiFi and will let it run for a while to see if anything shows there

jpeg1
Alessandro Volta

How is your PS5 connected? Gaming over WiFi is always risky. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Through WiFi it always has been and never been an issue in the past

jpeg1
Alessandro Volta

WiFi is never static. It only takes a neighbour's WiFi to pop up on the same channel...

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

LaGongue
Joining in

Screenshot_20240518_160133_Chrome.jpg

Hi LaGongue

 

Sorry to hear of the connection issues experienced, we appreciate you raising this via the forums and welcome to the community.

 

We have checked the connection and equipment and all of the levels and spec's appear in the ranges we'd expect to see, the speeds are averaging270mbps download and 26mbps upload, these are to your Hub. Over the last 7 days there have been two disconnections, one on Friday and one yesterday.

 

You mentioned you notice the issues when gaming via your PS5, is this on a wired connection? Does it happen on specific games? Does it happen at specific times?

 

Rob 

Hi, this happens everytime I try to play online on EA FC which is the only online game that I am playing. I have also notice this when making calls through my laptop that the line is poor and sometimes people at the other end do not hear me. I have also noticed netflix struggling to load up a couple of times over the last few days.

 

I'm not over using my connection with loads and loads of devices either, I would say a maximum of 3 at the same time.

I've ran speed test through the Virgin speed check previously and I have noticed that latency and jitters are high (photo attached) I have also ran a BQM and it is consistently in maximum latency (picture attached as well).

I do not use wired connection as I do not have any wire for it, I use it on WiFi which to be honest know that my console is right next to the monitor it shouldn't be a problem with the WiFi that I pay for. 

Screenshot_20240518_160133_Chrome.jpg

Screenshot_20240516_195946_Chrome.jpg

jpeg1
Alessandro Volta

Just to pick up on your last sentence, you don't pay for WiFi, you pay for broadband to which you connect with WiFi.

Do yourself a favour. Get yourself a Cat 6 ethernet cable for a few pounds and see how your console works then.

Your BQM looks quite normal. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.