Latency issues whilst FPS gaming

[stuartross3]

Hello,

I have been having latency issues the past week since Saturday 12th Febuary, only on FPS games (Valorant / CSGO) . I did tests on saturday night when it first started happening and it came back as there was bad ping in my area and they would fix the issue is 24 hours. Now when i do tests it doesnt show any issue on Virgins side but it made no difference to my latency.

Recently i updated to the new Volt 1GB package about 3 weeks ago now, have never had any issues with the 500GB speed and the Virgin hub 3. I have had an engineer round to replace the Hub 4 to see if that would fix it but had no luck.

Its impossible to play FPS games with this issue. Any ideas what i can do or virgin can do ?

[stuartross3]

3.0 Downstream channels

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

25	331000000	6.2	38.6	QAM256	25
1	139000000	6.9	37.6	QAM256	1
2	147000000	6.7	37.6	QAM256	2
3	155000000	6.8	38.6	QAM256	3
4	163000000	6.4	38.6	QAM256	4
5	171000000	5.9	37.6	QAM256	5
6	179000000	5.5	38.6	QAM256	6
7	187000000	5.3	38.6	QAM256	7
8	195000000	5.1	38.6	QAM256	8
9	203000000	4.9	39	QAM256	9
10	211000000	5	39	QAM256	10
11	219000000	4.7	38.6	QAM256	11
12	227000000	4.2	39	QAM256	12
13	235000000	4.3	39	QAM256	13
14	243000000	4.7	39	QAM256	14
15	251000000	4.7	39	QAM256	15
16	259000000	4.7	39	QAM256	16
17	267000000	4.7	39	QAM256	17
18	275000000	5.7	39	QAM256	18
19	283000000	6.4	39	QAM256	19
20	291000000	6.7	39	QAM256	20
21	299000000	7.2	39	QAM256	21
22	307000000	6.7	38.6	QAM256	22
23	315000000	6.9	39	QAM256	23
24	323000000	7	39	QAM256	24
26	339000000	5.8	40.4	QAM256	26
27	347000000	6	39	QAM256	27
28	355000000	5.9	40.4	QAM256	28
29	363000000	5.8	39	QAM256	29
30	371000000	5	39	QAM256	30
31	379000000	4.3	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.605377	0	0
1	Locked	37.636276	0	0
2	Locked	37.636276	0	0
3	Locked	38.605377	0	0
4	Locked	38.605377	0	0
5	Locked	37.636276	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.605377	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

40

1.6

313305881

738

[stuartross3]

3.0 Upstream channels

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

1	39400000	45.5	5120 KSym/sec	64QAM	4
2	46200000	45.5	5120 KSym/sec	64QAM	3
3	60300000	46.8	5120 KSym/sec	64QAM	1
4	53700000	46.3	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[stuartross3]

Why have i not got anyone to even have an answer on my thread ? Thanks

[carl_pearce]

---

@stuartross3 wrote:

Why have i not got anyone to even have an answer on my thread ? Thanks

---

Because this community forum isn't a direct support line to VM.

It can take up to a week for a reply.

[stuartross3]

Apologies, i was just getting fustrated with my ping yesterday evening. Understood, that makes sense, thanks !

[Ashleigh_C]

Hi there @stuartross3

Thank you so much for your post and welcome to the community forums, it's great to have you on board! 

I'm so sorry to hear about the issues you are facing with your Hub and thank you for sharing your Hub stats. 

I have taken a look and the Hub does appear to be working in spec as we would expect. 

Are you able to set up a BQM, leave this running for 48 hours and link us to the live link afterwards so we can take a closer look? 

Thank you. 

[stuartross3]

Hi Ashleigh

https://www.thinkbroadband.com/broadband/monitoring/quality/share/61e77b8ece33a9aa435127ad7708a3648d5f9c63

There is a link to it, still issues whilst gaming, some packet loss i notice too, would changing the port at the exchange make any difference. Its very fustrating just lagging everytime i get into a fight or need to use abilities.

[stuartross3]

Hyperlink if thats better Here 

[stuartross3]

An idea of when im gaming, the past couple of days i havent due to the constant spikes and also being at work