on 14-03-2020 23:21
Hi Virgin Media,
Over the past couple of months I've been experiencing extremely high latency, packet loss, and ping spikes throughout the day. The download/upload speed seems to be fine, but the ping makes online gaming near impossible. I've tried resetting my router and modem, as well as changing router but no luck.
Here are some screenshots from thinkbroadband over the past week:
Please could you advise on the matter?
Thank you in advance, I look forward to hearing from you.
Alfie J.
on 15-03-2020 15:05
Go to 192.168.0.1 in your browser, or 192.168.100.1 if in modem mode
Do NOT LOG IN
Post your upstream, downstream and network metrics from your HUB.
Screen captures are nice, C&P will do though.
Someone will get a look for you.
on 15-03-2020 15:35
Hi, thank you for getting back to me (also, those results I posted are from March, not February, sorry).
I've attached below:
on 15-03-2020 16:17
And here is a thinkbroadband graph from today:
on 16-03-2020 08:34
Hi AlfieJPalmer,
Welcome to our community and thanks for posting. Sorry to hear that your having issues with our broadband services. There is nothing more frustrating when you're having latency issues affecting your gaming ability.
Has anything changed since your last post with your logs?
Please let us know so we can help you further.
Kind regards Jodi.
on 16-03-2020 10:09
Going by that your downstream power levels are too high. If they dont come down you'll need an engineer out.
on 16-03-2020 10:16
Hi Jodi,
If anything, they've got worse. The screenshots I've posted are all from the previous week (I incorrectly captioned them as February - they are all from March).
Thank you for getting back to me.
Kind Regards,
Alfie J.
on 16-03-2020 12:08
Thanks for coming back to me AlfieJPalmer,
We would like to take a look a look in to this further for you, so we can find out what is causing the issues.
So I can access your account I will pop you over a private message, click on the purple envelope to accept the chat.
Kind regards Jodi
16-03-2020 14:00 - edited 16-03-2020 14:01
Hi Jodi,
Thank you for getting back to me - I appreciate you booking a technician to take a look into this matter for me.
Kind Regards,
Alfie J.
on 16-03-2020 17:23
You are more than welcome Alfie,
Please keep us posted with the outcome and we hope that everything gets resolved for you.
If your need any further assistance please come straight back to us.
Have a lovely evening.
Kind regards Jodi