BQM looks crappy. The Network log doesn't point to anything conclusive, although in my view there's a few too many T3 timeouts. You'll always get average latency spikes on a cable connection due to the technology used, but when it is working properly you'd hope to see average latency around 19-23ms, and the yellow fringe rarely going above 35ms. On the assumption that you're on a 100 Mbps contract, speeds look fine.
I'd suggest that you post the Downstream and Upstream data from your hub, and we can have a butchers for anything obvious in there in respect of noise, power levels and error counts. I'm assuming you've tried the usual simple checks like rebooting the hub and ensuring the cable connections are all finger tight? Also, is this a recent thing? With VM upgrading the network to DOCSIS 3.1 there's been many instances of short term connection disruptions, and the problem may disappear "of its own accord".
Sorry if this is being posted multiple times but for some reason it keeps getting deleted. I've been experiencing the same exact issue since early March (especially on PS4 but across all devices). I am in Area 21 (West London) and the connection is impossible to use for any serious gaming. The ping/jitter is acceptable for surfing and emails during the day but literally unusable for gaming.
The VM told me that the "issue" would be fixed on May 7th which then became May 12th. I received a text update on May 11th informing me that the issue had been fixed but the problem still remained. I contacted VM again to be told that the text was sent out in error and that it was going to take another week. I have little belief this will actually get fixed but grateful if any of you could validate that this is indeed an issue on the VM side and what options do we have if we are in a contract still?
I have been monitoring using BQM and here is my live graph:
BQM looks like another case of area over-subscription. Seems VM are happily allowing this to happen more frequently at the moment, although the (useless) regulator Ofcom has challenged them over this in previous years.
Contractually, what are your rights? Messy. Under the Consumer Rights Act 2015, Virgin Media have to provide their service with "reasonable skill and care". It is clear to you and I that the BQM shows they are not doing that. If they genuinely intend to increase capacity, then minor slippage of the date is probably bearable, but often VM have no intention of investing money - the "fix date" is merely a future date, hoping that a few customers leave and bring the network back within capacity. You can probably leave penalty free, but you'll need to formally complain to VM that they are not providing the service with reasonable skill and care, and you wish them to fix it by a reasonably soon "drop dead" date, or to release you from contract without penalty. Expect them to refuse and or prevaricate. If 8 weeks pass from the complaint acknowledgement without a fix, then you complain to the industry arbitration service CISAS, asking for release from contract without penalty and compensation for wasted time and poor service. This process is slow, but given that despite many excellent employees, VM as a company don't have any "customer service genes", it may be your best option. In any complaint to CISAS, focus on the effect on you and your service use, use the BQM or other data as back up - VM never promised any particular latency, so if you start off with "I get 90 millisecond pings" then they may not be receptive.
Thank you for this. Here's the upstream/downstream data. I hit refresh data before copying these. Don't know if I should've done. I've ensured cables are tight. Hub has been rebooted a few times. I can't say if this is recent, as I've only just become aware since playing COD during lockdown haha. I pretty much got it at the beginning of lockdown and noticed it was all over the place on there from then.
Unfortunately there's nothing in your hub stats that explains the problem, although they do evidence that there is a problem. A bit too much "spread" on your power levels for my liking, but as far as VM are concerned these numbers are OK. However, error levels are very poor given that the hub has been recently rebooted since these are counted from when the hub was last power cycled. I'd guess (noting that I'm a community amateur, not a telecoms technician) that your cable connection has noise ingress from a faulty connection or a damaged cable, or perhaps water ingress in a joint somewhere between you and the street cabinet. Your own cable is in good nick, is the one provided by VM, and is without kinks or other damage? If a coax cable gets deformed then it can cause internal signal reflections that mess up the connection. Bizarrely, this could even be caused by a damaged cable to another customer's property.
All I can suggest is waiting round the forum for a VM staff member to advise on next steps - that response could be quick, sometimes can take quite a few days. Possibly there's a known area fault or upgrade work in progress - that's the best hope because it means something is being done already. Absent that it will probably need a technician visit. If they offer you a replacement hub, by all means try it, but be aware that on balance of probability the cause here is far more likely to be a cable fault than a faulty hub. We've seen a few instances in the forum of customers having hubs replaced when it is blindingly obvious that is not going to fix a network problem.
I have looked into your account and the network levels in the background and can see no issues or network events that could be causing the problems you're having. Our system has ran some checks and shows that your hub hasn't been rebooted in 34 days, please can you try to reboot the hub and see if that makes any difference at all and if it doesn't then we can look into this further.
I though the last reboot was sooner than that, but the ping levels shown on COD were definitely all over the place before and immediately after. I've just done another reboot now, so will share the router info and BQM again in a day or two?