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BlackMonk30
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Message 51 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

I’ve been looking at the following for my new provider. All offer same sort of speeds in my area, can’t get FTTP yet. 

BT, Zen, Sky or Vodafone 

I just want a stable line to online game, not bothered about speeds 

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BlackMonk30
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Message 52 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Connection is no better that 6 months ago. Fix date after fix date after fix date. 
I need to be released from my contract 

73D448B9-6521-4712-B219-CE71CF87769D.jpeg

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BlackMonk30
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Message 53 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Update - BQM was bad yesterday so I decided to reboot and restart my router.

new graph started today. Problem is getting worse not better 

Virgin please release me from my contract to I can join another provider 

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BlackMonk30
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Message 54 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

I’ve done a trace route to Google 8.8.8.8

i have no idea how to read it if someone can help

Trace Statistics : traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
1 10.53.39.89 (10.53.39.89) 20.000 ms 120.000 ms 70.000 ms
2 pres-core-2b-xe-2114-0.network.virginmedia.net (62.255.6.189) 20.000 ms 400.000 ms 180.000 ms
3 * * *
4 tcl5-ic-4-ae5-0.network.virginmedia.net (62.252.192.246) 30.000 ms 80.000 ms 80.000 ms
5 162-14-250-212.static.virginm.net (212.250.14.162) 0.000 ms 160.000 ms 74.125.146.216 (74.125.146.216) 250.000 ms
6 * * *
7 dns.google (8.8.8.8) 140.000 ms 30.000 ms 40.000 ms
Trace complete.

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BlackMonk30
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Message 55 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Getting worse 

9817BBDF-618C-4CFF-A50F-CBA84528B144.jpeg

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BlackMonk30
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Message 56 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Yesterday - between 13:30pm - 8pm, internet speeds dropped and gaming was impossible. This is a long period of time to have consistent high congestion. 

to think I’m paying for this connection with no offer of a reduction or any compensation. 5 official complaints to virgin, all been dismissed and nothing done. 

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BlackMonk30
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Message 57 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Still issues ????

57F26644-4F62-4864-A8D9-62F708804F15.jpeg

 

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Wardis
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Message 58 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

BlackMonk30 - Save yourself the stress pal, VM engineer physically told me that they know there are utilisation issues. However, they need to be around 10% daily for them to actually do something about it. Basically, VM needs to upgrade their infrastructure in order to accommodate for so many users using their network at one time, peak times are an absolute nightmare I find.

I would suggest opening a case with CEDR, you will be released from your contract for sure then. Seems to be the only way VM listen. I saw you responded to my thread. 

https://community.virginmedia.com/t5/Gaming-Support/High-Latency-Jitter/td-p/4651724/page/2

So thank you for backing my theory up, I've used this in my CEDR dispute as further ammo!

Cheers

BlackMonk30
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Message 59 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

Had to tether from my phone last night to game as my Virgin broadband was useless 

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Andrew-G
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Message 60 of 61
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Re: T3 timeouts, Hub stats and BQM - latency issues

If your complaints have been ignored or dismissed, then (so long as the earliest was at least eight weeks ago) just get on to CISAS.  That's expensive for VM, but free to you, and they have the power to impose a settlement of (for example) release from contract without penalty, and compensation for (a) the poor quality connection, (b) the persistently unmet fix dates, and (c) the poor handling of your complaints.

Make sure any CISAS complaint is clearly set out.  Worth typing this out as a text document to ensure you've got everything in - background, nature and duration of problem, extent of engagement with VM, VM's various replies and responses, VM's failure to resolve the problem, VM's failure to resolve multiple complaints.  Mention any circumstances of rudeness, termination of support calls by VM, or if you've got circumstances that would qualify you as a vulnerable customer. And then be clear on what outcome you want - compensation for each element of your complaint, and release from contract immediately and without penalty.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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