Spikes and packet loss - wired connection

[Theneils]

Hello

My son is complaining about packet loss and spikes. We have a new router and a new ethernet cable, but he still has the issues. He has ASD and this is causing major issues in the house - any suggestions would be greatly appreciated (I do not understand any of this - so please use simple speak).

Thank you

Kind Regards

Georgina Neil

[Theneils]

This is today and here is a link to the live graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9812bfdebb0cd53136468e7efd318afd15935b8a

[Paul_DN]

Hi Theneils,

Please can you set up a fresh/live BQM using this link again as the above wasn't working, please make sure you don't had anything personal like your I P address, once added you will look further into this for you.

Can you also run a speed test using Sam Knows Real Speed.

Regards

Paul.

[Monkey_marlow]

Hi,

did you manage to resolve your issues? Your BQM is the first I’ve seen similar to mine, huge square chunks of latency coupled with constant spikes.

[Theneils]

Hi

Not yet - I have purchased a router, but haven't had time to install it yet. I've given up asking Virgin, one engineer they sent didn't even know why he was here and when I mentioned spikes and packet loss he had no idea. Another engineer suggested a mesh system - but that is to improve wifi and not wired connections. My 14 year old seems to know more than Virgin and he suggested a router - so that is our next step!

[Tom_W1]

Hi @Monkey_marlow thanks for your post although I'm sorry to hear of your concerns here.

There doesn't appear to be any issues on the line I can see at the moment, so would you please be able to post a live BQM here and we can investigate further?

How have things been since your post?

Many thanks

[Monkey_marlow]

Hi Tom,

thank you for taking the time to reply. i made a post which I’ll link Below with everything you need.

https://community.virginmedia.com/t5/Gaming-Support/Just-had-enough-now/m-p/5155616#M75698

Kind regards

monkey

[Natalie_L]

Thank you Monkey_marlow, 

I can see my colleague has replied to your thread. 

We will continue to assist you from there. 

Thanks,