Packet loss whilst gaming on PS5 and Xbox Series X

[nad223]

Hi,

I keep getting fast forward gameplay and lag and I am on 1gb internet service with hub 4. I did a sam knows test and this is the result. Also included the EA testing results. I always game on a wired connection and never wireless. Please get this examined asap my gaming experience is getting heavily disrupted.  

[nad223]

old hub bqm graph since july 9

new hub bqm graph since august 7

basically when i upgraded to 1gig service it worked fine for 1 whole perfect calendar year now i am not sure what on earth has happened since this because it is virtually impossible to perform any actions barely with this connection. Virgin Media are the only ISP that offer fibre so i have no other isp to go to that can offer optimum speeds and upload for my preference. my virgin media connection is a Hybrid fibre-coaxial

i noticed virgin media are doing full fibre to the premisis but i dont think any of this matters anyway with a connection like this.

thanks

[nad223]

hi

i rang virgin media tech support yesterday night 8 august 2021 and they said there is an signal issue affecting only my connection which means it isnt an area fault and i have to wait for 1 week for an update regarding this. 

thanks

[Andrew-G]

I'll wager that they haven't told you you'll get the next week's crappy service free of charge, plus a refund for the weeks of poor connection and the ineffective customer service?

I would advise that you start writing down the history here - background, when the problem started, how that affects your connection and what you want to do with the internet, when and how many times you've contacted VM, how the company has reacted, what you've been told, any technician visits, any rudeness, telephone disconnections, promised call backs or visits that may not have materialised.  Do this in as much detail as you can, because at the moment I think you may have to open a formal complaint that should ask for VM to resolve the clearly evidence fault on your connection, and compensation for the poor connection that has been going on now for many weeks, plus compensation for the poor and ineffective support.   If you do choose to raise this as a formal complaint I would expect it to be handled to the same standard as VM perform other aspects of customer service, so set your expectations accordingly.  But the real reason for raising a complaint with VM is not the expectation that the company will handle the matter well, but because it is an essential requirement before you can then involve the independent arbitration scheme CISAS, who will review the matter in detail and then issue a judgement that is binding on VM.

[Alex_RM]

Hi nad223,

Thanks for posting and sorry to see you've been having some connection issues. 

I've been able to locate your account using your forums details, and been through a few checks.

It does look like an engineer is required in order to resolve this. I'll need a few details from you first so I've sent you a private message (purple envelope, top right hand corner)

Alex_Rm

[nad223]

@Alex_RM

i have been told by area field manager steven [edited] i cant have anymore engineers sent out otherwise they will disconnect me. spoke to tech support they said there is signalling issue only on my connection thats gonna take a week to sort. if u do book another engineer what is he going to do. all that engineers do is come do speed test or everything is working fine there r no issues im basically stuck with a broken connection untill my contract runs out.

thanks

[MOD EDIT: Personal and private information has been removed from this post.]

[jem101]

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@nad223 wrote:

@alex_rm

i have been told by area field manager steven cooper i cant have anymore engineers sent out otherwise they will disconnect me.

---

Please tell me that you have evidence that said, Steven [edited] really told you that because when this ends up at CISAS they will crucify VM over it - basically it’s utter rubbish! Even better, let them disconnect you, that’ll put them in breech of contract and absolve you of any further fees to VM plus the possibilities of damages!

[MOD EDIT: Personal and private information has been removed from this post.]

[Alex_RM]

Hi nad223,

Thanks for sending your details over via private message.

Seems you have beaten me to it and been able to arrange and engineer visit yourself, a senior technician has been assigned to the job.

Alex_Rm

[nad223]

@alex_rm

what a great service engineer was booked for today 14.8.21 just checked online and it looks like it has been cancelled no phone call or anything when i rang on thursday tech support said its a signalling issue and i need to book engineer. i just cant wait till my contract is over and hopefully there will be a better fibre provider in my area asap. virgin media customer service is a total joke.

thanks

[chris880]

this is terrible service he is reciving, i dont even have 1gig and have much more stable connection.

Heck even my old adsl connection is more stable. 

[John_GS]

Hi nad223

Thanks for coming back to us. 

I will need to send you a PM as will need to investigate further

Kind regards,