Rubber banding (packets loss) in FPS on VM/500mb HUB 4

[creative_ltu]

Hi all,

I started to experience ''rubber banding'' (packets loss) problems while playing CS GO.

I had Virgin 350mb from last June. 1 month ago or so I upgraded using Bolt promotion to 500mb speed for free . Problems coincidently started around that time. 

Bow every time when I play CS GO , I experience packet loss and it's crushing me internally when I try to play competitive matches. 

What I tried so far:

My pc is connected through LAN cable to HUB 4.

Tried to restart hub, tried to disconnect  and leave it for whole night .

Reinstalled Steam and CS GO (just in case)

When playing  CS GO using Mobile phone internet (TETHERING USB), everything works fine.

Please find my BQM live graph (each time I play CS GO  game it starts to lose packets ).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29b96acf2c0429453b0991015c35530c01...

Tried to talk with customer support, but was struggling to explain the issue. 

They tried to claim that everything is fine when they do checks and that I should be one happy customer. It took me 15min to explain that it's problem with packet loss and not speed or ping and that it's impossible to play games with that. Girl put me on hold and then 15min after waiting I got disconnected. They tried to ring me 2 times  but  no sound on their end. I didn't tried to ring them back,  didn't wanted to waste half hour explaining to someone same thing. 

Soul crushing experience when you try to play FPS games.  Any help would much appreciated.

[creative_ltu]

Not sure if required but some extra info seen on other threads

[Andrew-G]

From hub data it shows that you've lost three of the four upstream channels, which would explain all manner or erratic connection problems.  Wait for the forum staff to advise, chances are this needs a technician visit.

[Kath_F · Accepted solution]

Hi creative_ltu, 

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

I'm sorry to see you're having issues with your connection. As mentioned by Andrew-G, we are going to need to get an engineer out to check things over. Our systems are showing an issue with the Signal levels as well as the issue with the upstream channels that Andrew-G mentioned. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[creative_ltu]

Thank you very much for quick respond and help!

[creative_ltu]

All info sent in PM. Thanks for quick respond.

[Kath_F]

Hi creative_ltu, 

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

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged 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, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

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

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Serena_C]

Thanks @creative_Itu 🙂 Please do keep us posted on how your engineer visit goes.

Kind regards,

Serena

[creative_ltu]

Hi guys, here is some update:

Engineer visited las Saturday and changed some adapter at the back of router  from  750 mhz to 1ghz? I think 🙂

Not sure if it was placebo effect but seems it was not too bad for couple of days unfortunately in last couple of days I have same problem again with some lag this time as well. 

Seems I need your help  to look at info again please:

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	2.200001	38.983261	QAM256	25
1	139000000	3.200001	38.983261	QAM256	1
2	147000000	3.500000	38.983261	QAM256	2
3	155000000	3.799999	40.366287	QAM256	3
4	163000000	4.000000	40.366287	QAM256	4
5	171000000	3.900002	38.983261	QAM256	5
6	179000000	4.099998	38.983261	QAM256	6
7	187000000	4.099998	38.983261	QAM256	7
8	195000000	4.099998	38.983261	QAM256	8
9	203000000	4.000000	38.983261	QAM256	9
10	211000000	4.099998	40.366287	QAM256	10
11	219000000	4.099998	40.946209	QAM256	11
12	227000000	4.000000	38.983261	QAM256	12
13	235000000	3.900002	38.983261	QAM256	13
14	243000000	3.799999	40.366287	QAM256	14
15	251000000	3.599998	38.605377	QAM256	15
16	259000000	3.500000	38.983261	QAM256	16
17	267000000	3.400002	38.983261	QAM256	17
18	275000000	3.099998	38.983261	QAM256	18
19	283000000	2.500000	38.605377	QAM256	19
20	291000000	2.400002	40.366287	QAM256	20
21	299000000	2.299999	38.605377	QAM256	21
22	307000000	2.299999	38.983261	QAM256	22
23	315000000	2.400002	38.983261	QAM256	23
24	323000000	2.200001	38.983261	QAM256	24
26	339000000	2.299999	38.983261	QAM256	26
27	347000000	2.200001	38.983261	QAM256	27
28	355000000	2.299999	38.983261	QAM256	28
29	363000000	2.099998	38.983261	QAM256	29
30	371000000	2.299999	38.983261	QAM256	30
31	379000000	2.099998	38.983261	QAM256	31

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	0	0	0
1	Locked	835529095	0	0
2	Locked	839953308	0	0
3	Locked	834499834	0	0
4	Locked	689772618	0	0
5	Locked	840223113	0	0
6	Locked	840347113	0	0
7	Locked	840832765	0	0
8	Locked	259399336	0	0
9	Locked	264311891	0	0
10	Locked	261970886	0	0
11	Locked	260759253	0	0
12	Locked	255888207	0	0
13	Locked	265088024	0	0
14	Locked	263445765	0	0
15	Locked	258433570	0	0
16	Locked	256553171	0	0
17	Locked	294121636	0	0
18	Locked	256814297	0	0
19	Locked	114168328	0	0
20	Locked	258232911	0	0
21	Locked	256742137	0	0
22	Locked	256796461	0	0
23	Locked	253351146	0	0
24	Locked	458822222	0	0
26	Locked	460264895	0	0
27	Locked	455940067	0	0
28	Locked	456466529	0	0
29	Locked	457383744	0	0
30	Locked	458909730	0	0
31	Locked	1208855038	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

2.0

3140899207

0

[creative_ltu]

Hi guys, unfortunately I still have problems. Engineer arrived last Saturday and changed adapter at the back of the router from 750mhz to 1ghz ? 

It seemed ok for couple of days  but now I have same packet loss with some lag as well, not sure if it was adapter problem and not  router.

Seems I will need your help guys again to look at router info :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f1c7f0c9974faaa69162bef334bf254877... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5745dc1b9210c2e67a0037cf8e5cc5965c... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/29b96acf2c0429453b0991015c35530c01... 

[creative_ltu]

Cable Modem Status Item Status Comments Channel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0