I'm in agreement with Andruser - looking at your graph, it doesn't appear to be a utilisation issue. Despite this, things may not always be what they seem - but it would be prudent to exhaust other avenues first.
Having a quick look at your stats, your downstream (7.8 - 9.3) is slightly on the higher side of recommended levels. It's technically "within spec", but not ideal. You may wish to have an engineer visit to help bring the levels down slightly. Anything over 8dB is considered a "bit high".
I will highlight that if you signed up to Virgin for gaming purposes, then compared to the "average" ADSL or VDSL connection that you might get with an Openreach-based supplier like BT or Sky, you're going to see higher average pings with Virgin - this is just the nature of DOCSIS technology that Virgin's cable-fibre broadband is based on.
My first point of call is "check your Coaxial connectors are tightened". Loose connectors can sometimes cause noise to muddy things up a bit. Get all the connectors finger-tight, and then give them one more turn with the plastic spanner they bundle with the Virgin Hub, or find your own tool. One turn though - having things too tight can cause you different problems!
My second suggestion is "get an engineer to visit". Your downstream levels are slightly too high and worth a look at.
I wish you the best of luck in fixing this! Again, it doesn't look like a utilisation fault, so if you can get the latency issue resolved, you could have a very good service right there!
I agree with @AlteranAncient that the d/s power levels are high, but as they are "within tolerance" you'll usually need other evidence of a problem to get a technician booked. In the network log, there were significant connection problems at 11:37 on Christmas Day, and 19:31 on Boxing Day. Were those spontaneous, or were you disconnecting or restarting the hub?
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Thank you for the response @AlteranAncient. I shall have a go at tightening the coaxial cable and see if results change.
if you check the BQM again, yesterday was probably the worst it’s been.
As for the gaming side I was aware that virgin isn’t the greatest due to the DOCSIS tech but I have a few friends that are with virgin and in the same area code and they’ve been fine with really sharp speeds and hardly any lag or drop outs. I was hoping for the same but it hasn’t happened.
Thank you again for the response and I’ll post the results soon
That’s a bit silly though isn’t it? If it’s too high then surely that’s an issue?
I did reset the router a couple of times and also put it in modem mode which is why you see the big red mark on the BQM. If you check it again though look at the issues I had with it yesterday, it was spiking up and down all day for some reason. Then it steadies out and starts up again, I find it very odd.
So I tried tightening the coaxial connector and no luck. I’m getting really frustrated now because clearly there’s a problem. My BQM is showing signs of this with the crazy spikes that keep occurring. I’ve checked the area for any issues and it says it’s all fine so there’s a problem with my line that needs sorting.