Ping, packet loss and Latency all over the place. Can we get some info please!

[CloudchaserXI]

Started 2 days ago - I'm assuming this is Covid 19 related? If it is PLEASE confirm Virgin.

380Meg fibre, all networked - pc direct to Hub 3.

All of a sudden: massive lag spikes, interruption, packet loss.

I have tried Modem mode. Tried to reset router. 

Software version

: 9.1.1811.401

Log below:

20/03/2020 20:32:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

PING google.com (216.58.210.238): 64 data bytes
72 bytes from 216.58.210.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.210.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.210.238: seq=2 ttl=55 time=4500.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1510.000/4500.000 ms

[AlteranAncient]

---

@Samuel17 wrote:

 anyone got any tips on how to stop/ lower the latency spikes e.g vpn or setting or anything? ill do anything at this point but seeing as lockdown is her I can’t change isp so keep that in mind 

---

I'm also in lockdown but have had no problems changing ISP. Telecommunications is considered "essential" so installations are still going ahead in most cases.

I got fed up with the 18 hours-a-day of buffer bloat, jitter and packet loss problems with Virgin, so I've cancelled the service.

[CarlosOnDrums]

Alteran, mind me asking who you went with? I was looking at Zen, but was a little shocked that it would be £70 (£90 if I wanted to transfer my landline number) upfront to get it installed and there is a 40 day lead time for installations. This would push me well beyond a cooling off period, so if I suffered issues I'd be stuck with them for a year.

Virgin Media have given me some serious ISP trust issues. 

[AlteranAncient]

If I was only going to be using Internet and not require the TV service, I'd have gone for Zen, Cerberus or AAISP. However, as the rest of the family here consume a lot of TV, we've ended up going for Sky. But so far, my experience with their CS has already been better than Virgin's. The support agents I've spoken to have mostly been in the UK and I've not had the call dropped after waiting for an hour. Plus, we're looking at £46 a month for a reliable service, down from what was going to be £78.99 a month to Virgin for an unreliable service.

My other bit of advice, which I've also heard from other people is "call them" - I was originally quoted £53 a month online for Sky's services, but I had to call them to sort out a minor issue with my broadband order (caused by Virgin putting a cease order on our phone line when we needed the number transferred), and they got the price down to £46.

[davidc01]

I haven't switched from Virgin yet thanks to the 4G backup i have (and improvements from Virgin). However, I did recently sort this all out for my mum who wanted TV, internet and phone. I called both BT and Sky and played them off against each other - they kept going lower to outbid each other. Both dropped their prices significantly from website listings.

[sam245]

i called virgin told them about the problems and said that i am probably going to switch isp however the guy that i was on the phone to checked and reassured me that feb 4th is the date it will be fixed, can i get any confirmation from someone at virgin that this isnt just a fiction lie that has been happening for months now, either way after feb 4th if nothing has changed i am switching isp 

[chatmandu]

---

@sam245 wrote:

i called virgin told them about the problems and said that i am probably going to switch isp however the guy that i was on the phone to checked and reassured me that feb 4th is the date it will be fixed, can i get any confirmation from someone at virgin that this isnt just a fiction lie that has been happening for months now, either way after feb 4th if nothing has changed i am switching isp 

---

I think you're going to be disappointed. I wouldn't let a billing date pass while you wait for this to happen. 

[Jakeyboy90]

BR1 here hello neighbours, I’m still having same issues have any of you had any improvements with your speeds? 

[Jakeyboy90]

@sam245 yeah I wouldn’t wait either every time I call they tell me it will all be fixed next week and this was last year I called and I’m still waiting! Maybe the date they gave me was in 10 years time 

[Yatesy16]

Anyone heard anything? We've just moved up to the 350mbps package from 200mbps. Still not what it should be! Just look at my BQM, that seriously is not okay!

Also, I've done countless ping tests and still getting 33% packet loss, I'm getting sick of it now.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/828ef8f3802d56c71b68291f3d30247f3b... 

[RPBNK]

Don’t expect it to get better. Been 6 month since my last post on here and my internet is still abysmal. Can’t even teach online at the moment it’s that bad. Packet loss is their thing.