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Message 11 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

Thank you - have accepted and will proved feeback on what the cause was!

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Message 12 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

Hi @Emma_C

I'm facing the same issue since Friday 20th March when playing CS GO or Call of Duty.

I'm getting spikes of around 300ms and sometimes even dropping packages. I tried restart my router by more than 5 min.

Area: SE26

63329b5204e731a2fbb83bb61d7d051e82231843-23-03-2020.pngping 2.png

PS.: Speed Down/UP perfectly fine.

PS2.: Wired test with my gaming computer and all devices disconnected from Wi-Fi.

Hub firmware version: 9.1.1811.401

Do I need create a new thread to have a tech visit?

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Message 13 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

@williambonomo I'm in the same area as you and having the same issue. So far the VM support has said that they will order me a new Hub. No official response on my separate thread from Forum Team.

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Message 14 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

I can't believe that a new hub will solve your/mine latency. Unless it comes with a different firmware version.

Good luck.

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Message 15 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

I have the same issue - BR3 postcode, which is just down the road from SE26.
My ping time varies from 30ms - 500+ms. It's all over the place. I keep my router in modem mode and all my key devices are wired with a gigabit network.

My main issue is that this makes Remote Desktop using Microsoft, Citrix or VMWare pretty much unusable. i.e. I can't work from home anymore.
I work in technology and working from home has never been a problem before.

Is this just related to numbers working from home now because of Covid19, or is this a fixable issue on the VM side?
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Message 16 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

I have received my new Hub today and I can confirm that it hasn't fixed the issue. It's running the same software version as my previous Hub.

My predictions is that it is indeed because of Covid-19 purely because my latency issues perfectly align with the times when people would use the internet the most (e.g. at night times the average and max ping return to normal levels).


@davidc01 if it is indeed a result of Covid-19, it is likely a failure by their traffic management system which struggles with an increased load. This is definitely fixable by Virgin Media - currently they are reiterating that there are no issues on their end. That is unfortunate since the customers like ourselves have to pay for a product that cannot be properly used.

VM should:

  • admit the issues with their infrastructure/traffic management systems as a result of increased usage
  • start working on a fix and provide customers with timelines for resolution

I understand that these are exceptionally difficult times, but all of us still have to pay our bills, and for many (including myself) internet is required for work.

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Message 17 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

Hi Guys,

So i had the technicians round at my place.

Firstly, @davidc01, i'm BR2 over in shortlands - I also use VMware for work and my mouse is all over the place/zoom meetings dropping etc. You can see all my tests etc from previous days, nothing has changed. I feel your pain mate.

Essentially, they tested my line and my router etc, all OK. (He did acknowldege there may be a firmware issue with the Hub update but says they aren't great with a larger network regardless, I've ordered a router now.) He showed me their App they have internally, which shows "area traffic", my area is currently at 97% at 4pm in the afternoon. Simply put, it's traffic related likely due to everyone at home streaming and going mad on youtube etc etc. 

He did however, tell me there is a fault they are due to fix on the 31st that they have alreayd picked up. They are also looking at infrastructure upgrades whihc all going well will also go ahead.

Fingers crossed the repairs/upgrades make a difference - we cannot change provider in the current crisis so looks like sitting and hoping is all we can do.

This is entirely Covid 19 dependant. If the repairs and works get cancelled, very little they can do and we may be entitled to refunds I'd imagine, up to a point. 

My conclusion really, is the gamers/users that have made their way to the forum are unlucky with congestion in their area. As I mentioned before, I have tow mates within half a mile of m,e who have no issue at all and i'd imagine they are on a seperate exchange/routing table/whatever you want to call the fibre equivalent.

Sorry I don't have better news!

(This obviously excludes the guys having issue prior to the lockdown/slowdown. My issues began as everyone started working from home and have got worse as the numbers have increased - so their explanation makes sense.)

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Message 18 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

It also looks like a few of us are very near to each other - which could be "the fault" or the congestion.

I will update if router makes a difference. (We all know it wont)

Otherwise, fingers crossed for the 31st!

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Message 19 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

I'm not sure what Virgin do for QoS for things like VoiP and video conf - but they would be impacted by latency a lot.
If they are prioritising that kind of traffic, I suspect the huge increase in it from loads of homes to be a key issue. It would push out RDP and similar systems.
I wonder if its possible to raise QoS for RDP traffic... I guess issue is that there are too many different kinds of it.
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Message 20 of 732
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Re: Ping, packet loss and Latency all over the place. Can we get some info please!

Hey davidc01,

I also work in technology and use RDP have been a pain.

For sure it's an infrastructure limitation. Let's wait for 31st.

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