Ps5 connection problem

[essdeepee]

Hi,

I recently had my router upgraded to a hub 5 and since then online multiplayer games have been unplayable due to ping, latency and pack loss issues. I've tried the pinhole reset but it has had no effect.

This is the bqm which doesn't look good.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4825ca59017313f9cebf6e5d46d61dbf803d4b6b-01-11-2022

[essdeepee]

 

[Kath_F]

Hi essdeepee, 

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having when trying to play your PS5. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi essdeepee, 

Thanks for coming back to via private message to confirm your information. 

Taking a look at things this end I can see there are issues with your downstream power levels. We won't be able to fix this remotely so I have booked you in for the next available engineer appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24 hours have passed, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
• The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment, you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email. 

Lets us know how the appointment goes. 

Take care.