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complainttime
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Latency / Packet Loss

Just adding to the obviously numerous complaints on here about terrible ping and packet loss when using virgin internet, its beyond painful spoke to numerous customer service agents who claim there are no issues initially, Then later i was told over subscribed and would be fixed in August! then it was December and still nothings improved I have tried everything a new router using the provided router defaulting the virgin Hub Wired / wireless same issue.

 
Item Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1402750000338256 qam30
2202750000537256 qam9
32107500004.536256 qam10
42187500004.137256 qam11
52267500003.937256 qam12
62347500003.737256 qam13
72427500003.437256 qam14
82507500003.537256 qam15
92587500003.737256 qam16
10266750000437256 qam17
11274750000437256 qam18
12282750000437256 qam19
13290750000437256 qam20
142987500004.437256 qam21
153067500004.437256 qam22
163147500004.337256 qam23
173227500004.438256 qam24
183307500004.638256 qam25
193707500004.438256 qam26
203787500004.138256 qam27
213867500003.538256 qam28
223947500002.938256 qam29
234107500003.238256 qam31
244187500002.738256 qam32



Downstream bonded channels

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

1Locked38.61031010525
2Locked37.31672121338
3Locked36.63116322407
4Locked37.32961524723
5Locked37.32771121680
6Locked37.31977316240
7Locked37.31151419662
8Locked37.31011824157
9Locked37.6896221743
10Locked37.3939716341
11Locked37.6984511930
12Locked37.6867018821
13Locked37.6859020069
14Locked37.6920017432
15Locked37.6108608968
16Locked37.61387012064
17Locked38.61410216770
18Locked38.61254016071
19Locked38.91096612824
20Locked38.6103247037
21Locked38.9102976290
22Locked38.61166911373
23Locked38.698168316
24Locked38.9105314095
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000049.8512064 qam3
22580000047.8512064 qam5
33260000047.8512064 qam4
44620000049.5512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0070
3ATDMA0000
4ATDMA0000

 

 

Andruser
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Message 2 of 10
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Re: Latency / Packet Loss

Setup a BQM, that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.

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complainttime
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Re: Latency / Packet Loss

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1a470132607018b7151f99ab50929c8a4da016e
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Andruser
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Re: Latency / Packet Loss

I'm afraid that looks like another example of over-utilisation.  This thread explains a bit more:

https://community.virginmedia.com/t5/Gaming-Support/High-Latency-PLEASE-HELP/m-p/4575119

If the problem has been running for many months and VM have promised to fix on at least two previous occasions, and have not done so, then what would you say the chances are of them doing so now or anytime soon?  A good chance there's a new fix date though.

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complainttime
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Re: Latency / Packet Loss

Just spoke to virgin media after another fun hour on hold! was told new upgrades to area meant to be completed by march 18th....the 3rd date now given for this absolute joke, said its because they've had so many new subscribers i.e oversubscribed..basically a big [REMOVED] you...

 [MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]

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chatmandu
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Message 6 of 10
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Re: Latency / Packet Loss

If you're out of contract, cancel your service and move on. If you're still in contract raise an official complaint. Virgin used to advertise based upon lag and jitter and it being perfect for gaming. Complain that you're the victim of false advertising. 

See some of my other posts for screenshots of their old adverts. 

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Jresty100
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Re: Latency / Packet Loss

Unfortunately nothing you can do, its over utilisation and sold demand in your area.

All VM care about as an ISP is turnover and download speed which generates more customers. 

Your better of trying the second best "speed" ISP, then track the ping on your 30 day free trial to see if it is better.

That is what I will be doing. 

I attach below an example of latency in area reference 03. This will give you an idea of how terrible and over sold the area is with the false advertisement! 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e78c81afeaaa04a20537f035c8f3821f0177e1fe
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Andruser
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Message 8 of 10
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Re: Latency / Packet Loss

@Jresty100 Your better of trying the second best "speed" ISP, then track the ping on your 30 day free trial to see if it is better

Some ISPs may be offering 30 day trials, all the ones I know of offer only the 14 day statutory "cooling off" period.  That should still be long enough to work out if the new connection is good or not, just make sure that you don't get caught out!

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chatmandu
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Message 9 of 10
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Re: Latency / Packet Loss

I am also in ’area 03’. The connection is horrendous and gaming just isn't possible. I played until 1am last night and had rubber banding and an awful experience right until the end. 

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Andruser
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Message 10 of 10
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Re: Latency / Packet Loss

Area numbers seem to be a billing system thing partly based on the historic companies acquired by VM, so they can be quite large areas, and aren't always in even in the same part of the country.  As a result the quality of service under the same area reference can be excellent for many customers, and appalling for others.  Depending on the details the problem can affect anything from 20 or so properties up to several thousand. 

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