I have been experiencing really bad packet loss during online gameplay in the past week.
I have reached out to phone support and I have had various bad experiences,
yes well, you and quite a few others.
ranging from the person on the phone guiding me to find a hole that is not the reset button and put a pin in it for 30 seconds, assuring me that it has to be there and it's definitely not the reset button, to people not even knowing what packet loss is and after reading the definition to them, having them correct me and saying
"it is something that we here at VM call latency".
Yeh well no sh** Sherlock, the rest of the world calls it that as well! And it’s not good!
The conclusion was that we should "keep our fingers crossed" and hope that it gets fixed.
Now, at least, look they are being honest and putting their hands up and admitting there is nothing they can do!
After wasting a lot of time with phone calls, I managed to get a technician sent to my house. They updated my router firmware (no they didn’t, or if they did it was by accident and your hub was due an update automatically anyway - but my money would be on they lied) and proceeded to say there is an unknown problem in the area and VM is not the only ISP to suffer from it, but also Sky and BT (rubbish as BT, Sky and Vm use entirely different infrastructure, you were lied to, yet again) The technician did not check the signal quality coming through the coaxial cable to my router, but instead pulled out his phone and showed me the Sky forum where other people complain about packet loss (possible but entirely irrelevant, yet again you were, well lied to). Needless to say, neither the firmware update nor the knowledge that other people have packet loss as well indicated where the actual problem is or a solution to fix it. The technician proposed it was BT's fault as he suggested that they knew about the problem before VM found out and failed to communicate, as they partly share the same equipment in certain zones of their infrastructure Absolute rubbish, yet another lie). That being said, the knowledge of BT's fault did not fix the issue either and as the technician departed from my address, I was left wondering if or when will I be able to benefit from the services I am actively paying for.
Therefore, seeing how even the technician is using the forums to gather information, I must turn to the same activity as I continue the journey to find a fix for the elusive packet loss.
Since it is a common practice, here is a link to my monitor:
I would really appreciate a solution @VirginMedia
Now I have put my responses in blue above, and I promise you that I really, really do know what I am taking about - basically every single thing you were told was a lie, based on an incompetent technician, who simply made stuff up, their main concern being to get out as soon as possible and on to the next job!
Now you might want to take this all into consideration when deciding if VM are a good company to continue to do business with in the future.