Terrible latency Hub 4

[Shakahron]

I game on PC, Windows 10 x64 over ethernet cable. Rocket League is my go to competitive game and over time the latency variation has gradually gotten worse and made the game, without exaggeration, unplayable. We're on the Gig1 package and the speeds are great, can't complain on that front and someone is usually watching video content from streaming services, but whatever effect that could have on latency I refuse to believe it could be as significant as it is.

Edit: Have tried putting the hub into modem mode with no effect.

Here is a bqm and downstream power levels:

3.0 Downstream channels

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

25	331000000	0.6	38.6	QAM256	25
6	179000000	0.9	38.6	QAM256	6
7	187000000	0.9	38.6	QAM256	7
8	195000000	0.9	38.6	QAM256	8
9	203000000	0.8	38.6	QAM256	9
10	211000000	1	39	QAM256	10
11	219000000	1	39	QAM256	11
12	227000000	1	38.6	QAM256	12
13	235000000	1.2	39	QAM256	13
14	243000000	1.3	39	QAM256	14
15	251000000	1.1	39	QAM256	15
16	259000000	1.5	39	QAM256	16
17	267000000	1.4	39	QAM256	17
18	275000000	1.2	39	QAM256	18
19	283000000	1.2	39	QAM256	19
20	291000000	1.4	39	QAM256	20
21	299000000	1.6	39	QAM256	21
22	307000000	1.4	38.6	QAM256	22
23	315000000	1.3	40.4	QAM256	23
24	323000000	1	39	QAM256	24
26	339000000	0.5	39	QAM256	26
27	347000000	0.4	39	QAM256	27
28	355000000	0.1	38.6	QAM256	28
29	363000000	-0.1	39	QAM256	29
30	371000000	-0.2	39	QAM256	30
31	379000000	-0.1	38.6	QAM256	31
1	139000000	1.7	38.6	QAM256	1
2	147000000	1.3	38.6	QAM256	2
3	155000000	1.4	38.6	QAM256	3
4	163000000	1.3	39	QAM256	4
5	171000000	1.1	38.6	QAM256	5

3.0 Downstream channels

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

25	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	40.366287	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0
1	Locked	38.605377	0	0
2	Locked	38.605377	0	0
3	Locked	38.605377	0	0
4	Locked	38.983261	0	0
5	Locked	38.605377	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

392

3.1 Downstream channels

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

159

Locked

41

0.3

2189193322

0

Any help or guidance would be greatly appreciated.

[Zoie_P]

Hi Shakaron,

Thank you for your post. I am sorry you are having some issues with your service and latency. I have checked our systems and all levels look fine, your speeds are looking good and your device connections.

I can see you are at capacity on your WiFi for 5.0gz, I would advise having some devices connected via ethernet to help with this🔌

Zoie

[Shakahron]

I tried completely disabling WiFi, and the problem remained.

[Shakahron]

A few years ago gaming with Virgin was great, hardly anything to complain about while using the hub 2. Something changed almost overnight while using the hub 2 and has continued to deteriorate with the upgrade to hub 4. I don't really know what to do from here. I don't want to do it, but with the price increase I might just take the opportunity to move to a different provider. Virgin have far and away the best speeds in my area but gaming is too important for me to keep going like this.

[Shakahron]

Why does the max and average latency seem to calm down between 12 and 6am every night?

 

[risc19]

---

@Shakahron wrote:

Why does the max and average latency seem to calm down between 12 and 6am every night?

 

---

Because nobody is using it. It certainly looks like over utilisation time wise but I’m unconvinced that’s the only problem. The virgin bots are unlikely to admit over utilisation without a fight or be proactive and actually look for the issue in your behalf. You will only get an offer of and engineer and they will just look at the stats we already have. 

Not great is it…

[Andrew-G]

Simple choice for you Shakahron.  

1) Tolerate the poor service and hope it somehow improves.

2) Take your business to a company that care.  If you're in a fixed term contract you'll have to use the VM complaints process (and arbitration at Ombudsman Services) to be released from contract without penalty.  If you need to take the matter to Ombudsman Services, make sure that you explain the impact of the poor latency on you for reasonable domestic purposes like gaming, working from home etc.

VM staff insist they can see no problem, maybe they should compare your BQM charts to mine:

[Ilyas_Y]

Hey @Shakahron, thanks for reaching out to us on the forums.

I'm sorry to hear about the issues with the poor latency you are experiencing. 😞
I can't see a fault on our end appearing or any drops in the connection.
May I ask if this happens every night between those hours? Is anything else being used during those times which may contribute to the latency?
Let us know and we can go on from there.

Kind regards,
Ilyas.

[Shakahron]

@Ilyas_Y Usually only video streaming from YouTube, Netflix, Prime etc. It has looked a lot better today but it's still not very good.

 

[Shakahron]

Bump. Still need help with this and I've gone through every step to make sure this isn't my fault. There are no good alternatives for broadband around me so I'd really appreciate having this fixed.

[Ayisha_B]

Hi @Shakahron 👋,

Glad you noticed some improvements. 

I have taken another look on our systems and again, can not identify any issues. 

We are unable to book an engineer visit at this stage as everything is as it should be this end and if no fault is found, you would be charged £25 for the appointment. 

Thank you