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Re: Poor gaming performance

Getting similar results with a laptop connected direct.

Second support droid reckons my modem hasn't been activated for these last three weeks...

She said she'll phone back, due in the next 5 mins or so. Be surprised if she actually does though.

Andy

 

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Message 42 of 47
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Re: Poor gaming performance

This was a test last night connected direct to a laptop:

c8054019799567529f3c0529411fa29d4a54a8d5-13-03-2020

 

And this is it overnight back through my pfsense router:

9224ce8442b6173d076f4a0f90a02dc5da08dda3-13-03-2020

 

Just for clarity, this is Wednesday (the spike during the day is me downloading Borderlands 3, so I'm not too concerned about that part):

2786da7f456dd78f88e25b4cd7cd1a66b4d6a7c4-11-03-2020

 

And this is Thursday. Spot the Hub software upgrade around 3:45 am

4116f9c6684d0dfdede6c7f938f378d3c6f01eae-12-03-2020

 

Can some from Virgin Media please respond? The last support person I spoke to said to 'monitor' for 24 hours. I think it's clear that there's an issue that was introduced when the Hub upgraded. Coincidentally, the issue I had 3 weeks ago also occurred just after a Hub software update.

Thanks

Andy

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Message 43 of 47
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Re: Poor gaming performance

Hi adhawkins,

 

Thanks for getting back to us,

 

It looks like you've already got a tech visit booked for the ongoing issues you've been experiencing.

 

Please let us know how you get on with the visit, and if you need any further help.

 

Thanks


Melissa 

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Message 44 of 47
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Re: Poor gaming performance

Techs visited yesterday. Replaced pretty much all the hardware they could (including a new SuperHub 3) and ensured all signal levels were Ok.

Sadly, issue still persists. New SuperHub is running the software version (v9.1.1811.401) that seems to have coincided with the introduction of these issues for me.

As requested, I've emailed the tech who visited with all the evidence I have to date. I haven't had a response yet. Happy to forward this to anyone else at Virgin Media to see if we can get to the bottom of this.

While I can't fault the techs who visited, I'm getting rather frustrated that after a month this issue is still ongoing. Any chance of the firmware being rolled back to try to remove this issue? Obviously at the moment I really need a stable broadband connection due to working from home.

39d9b8d39390279547fce459db0f891cd7022693-18-03-2020

 

I have posted a general thread in 'Speed' too, as I don't seem to be the only one that is experiencing these issues immediately after a hub upgrading to the new software.

Andy

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Message 45 of 47
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Re: Poor gaming performance

Still no progress on this issue.

For clarity, I don't think this is a general capacity issue caused by people now working from home. This issue has been happening since the end of February, and seems to coincide with the introduction of new SuperHub software.

Can someone from VM please comment on this, as it's having a massive impact on both my ability to work from home, and my 11 year old's sanity due to the frustration caused by very poor online gaming performance.

What are the chances of getting the SuperHub downgraded to the previous software version? Is there any point in trying a SuperHub 4?

Thanks

Andy

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Alessandro Volta
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Message 46 of 47
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Re: Poor gaming performance

This firmware bug is becoming like the Coronavirus as VM deploys it out to more people.

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Message 47 of 47
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Re: Poor gaming performance

Il admit issues arenannoyin like thisnsince december 2 tech visits later still bad ur bqm is far better than mine over this time id have ur pings than mine. Vm dont want to help. This bqm is my average shocking VM

Screenshot_20200331_081628_com.android.chrome.jpg

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