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Message 11 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Hi norf3n, thanks for your post.

 

I'm very sorry that you've all been impacted by these similar issues. 

 

Checking things over today there's no known wider faults, can you please confirm if this is something that is still a problem for you now? If so we'll ensure it gets escalated as necessary.

 

Tom 

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Message 12 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Things strangely cleared up the evening after I posted the thread, and there were no problems on Saturday. Today was fine, until this evening when the problems seem to have returned. Anybody else experience the same?

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Message 13 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Hey norf3n,

 

I have been able to locate your account and checked the network logs and cannot see any reason or event that would have caused this to happen to your connection. Are you still having issue with lag and packet loss?

 

Would you be able to post your network logs from your hubs setting(please see below for how to do that, if you don't know how to do so.) and this can help us get to the bottom of the issues that you've been having with your connection.

 

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] 

 

click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

 

Don't worry about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.

 

 

Regards

 

 

 

 

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Message 14 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Ah I thought it was just me, add me to the list of those affected in the same area.

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Message 15 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Thanks Steven, things seem to have cleared up again but will continue to monitor it over the course of the week.

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Message 16 of 29
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Re: Return of lag spikes and packet loss (GL Area)

You're very welcome norf3n,

 

Let us know how you get on.

 

Kind regards Jodi.

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Message 17 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Hi all,

I am also in the GL area and having the same issue since Thurs. Add me to the list too!

S

 

 

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Message 18 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Since there ahs been no response, I’d thought I would share some more information to help you out. I am trying to play Overwatch, the EU servers being located at 185.60.114.157. When running a tracert it comes back with:

 

Tracing route to 185.60.114.157 over a maximum of 30 hops

  1     1 ms    <1 ms     1 ms  192.168.1.1

  2     *        *        *     Request timed out.

  3    20 ms    28 ms    28 ms  m85-mp8.cvx1-a.hud.dial.ntli.net [62.252.112.85]

  4     *        *        *     Request timed out.

  5   117 ms    36 ms    56 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]

  6    39 ms   531 ms    61 ms  213.46.175.254

  7   335 ms    44 ms    46 ms  ae1-br02-eqld5.as57976.net [137.221.79.35]

  8    44 ms   174 ms    43 ms  et-0-0-2-br02-eqpa4.as57976.net [137.221.65.18]

  9    45 ms    43 ms    45 ms  be2-pe2-eqpa4.as57976.net [137.221.77.73]

 10    44 ms   461 ms    46 ms  137.221.66.39

 11   398 ms    24 ms    23 ms  185.60.114.157

 

Hop 3 is where the lag starts. I have found this by running this many times as the lag is only temporary and varies greatly. I then started pinging the IP address for both the overwatch servers (see above for IP), and that hop (62.252.112.85) which gave me response times of:

 

Pinging 185.60.114.157 with 32 bytes of data:

Reply from 185.60.114.157: bytes=32 time=28ms TTL=246

Reply from 185.60.114.157: bytes=32 time=26ms TTL=246

Reply from 185.60.114.157: bytes=32 time=46ms TTL=246

Reply from 185.60.114.157: bytes=32 time=27ms TTL=246

Reply from 185.60.114.157: bytes=32 time=185ms TTL=246

Reply from 185.60.114.157: bytes=32 time=27ms TTL=246

Reply from 185.60.114.157: bytes=32 time=41ms TTL=246

Reply from 185.60.114.157: bytes=32 time=101ms TTL=246

Reply from 185.60.114.157: bytes=32 time=29ms TTL=246

Reply from 185.60.114.157: bytes=32 time=28ms TTL=246

Reply from 185.60.114.157: bytes=32 time=36ms TTL=246

Reply from 185.60.114.157: bytes=32 time=44ms TTL=246

Reply from 185.60.114.157: bytes=32 time=149ms TTL=246

Reply from 185.60.114.157: bytes=32 time=40ms TTL=246

Reply from 185.60.114.157: bytes=32 time=265ms TTL=246

Reply from 185.60.114.157: bytes=32 time=77ms TTL=246

Reply from 185.60.114.157: bytes=32 time=58ms TTL=246

Reply from 185.60.114.157: bytes=32 time=356ms TTL=246

Reply from 185.60.114.157: bytes=32 time=56ms TTL=246

Reply from 185.60.114.157: bytes=32 time=38ms TTL=246

Reply from 185.60.114.157: bytes=32 time=188ms TTL=246

Ping statistics for 185.60.114.157:

    Packets: Sent = 21, Received = 21, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 26ms, Maximum = 356ms, Average = 87ms

 

And

 

 

Pinging 62.252.112.85 with 32 bytes of data:

Reply from 62.252.112.85: bytes=32 time=18ms TTL=62

Reply from 62.252.112.85: bytes=32 time=427ms TTL=62

Reply from 62.252.112.85: bytes=32 time=21ms TTL=62

Reply from 62.252.112.85: bytes=32 time=406ms TTL=62

Reply from 62.252.112.85: bytes=32 time=15ms TTL=62

Reply from 62.252.112.85: bytes=32 time=249ms TTL=62

Reply from 62.252.112.85: bytes=32 time=16ms TTL=62

Reply from 62.252.112.85: bytes=32 time=226ms TTL=62

Reply from 62.252.112.85: bytes=32 time=16ms TTL=62

Reply from 62.252.112.85: bytes=32 time=535ms TTL=62

Reply from 62.252.112.85: bytes=32 time=17ms TTL=62

Reply from 62.252.112.85: bytes=32 time=323ms TTL=62

Reply from 62.252.112.85: bytes=32 time=17ms TTL=62

 

Ping statistics for 62.252.112.85:

    Packets: Sent = 13, Received = 13, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 15ms, Maximum = 535ms, Average = 175ms

 

These times make playing games requiring any sort of quick timings unplayable. Please can you use this information to fix it.

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Message 19 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Hi Slicken,

 

Thanks for coming back to us. I am sorry for the broadband issues. I've ran a check on our systems and can see no issues showing. You do have one of our older router models so if you do want to replace this with a new updated hub 3, I'd be delighted to free of charge.

 

If this is something you'd like to do, fire me over a PM and we can proceed 🙂

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 20 of 29
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Re: Return of lag spikes and packet loss (GL Area)

Thanks for joining me on PM Slicken,

 

The new router will be with you on the date advised. 

 

Let me know how everything goes.

 

Kind regards,

John_GS
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