still shocking latency lag in wv10 virgin claim everythings fine

[nothappywithu]

so as per my other post about the shocking lag im getting while online gaming on 200meg so yesterday i attempted to watch a catch up on demand film all i can say is after the movie dropping out within 5 mins and being greeted with a red box stating please check connection this happened at least 5 times within the first 20 minutes of the film so restarting over again i finally got to watch the film but my gaming experience is no better hard wired crud hub rebooted as the mods on here keep saying it needs a reboot so i do it and no it resolves nothing back to the lag and latency spikes i have now regestired a formal complaint and then will be taking it up with CISAS i decided to do a trace route clearly i know nothing about trace routes other than what internet says heres a couple from today and a BQM from today please pay attention to the 96ms ping to virgin.net and please feel free to explain what that means to me thanks as all i see is a bad ping also see my fault free exceptional service BQM from yesterday and today

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ab465c6f21b3745d294120733b3e91d15e...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c401a3a1e87d494ea4753de02de7961fd2...

  Host

Sent	Recvd	Best	Avg	Worst
1	thinkbroadband-gw2.core-rs4.thdo.ncuk.net	15	15	0ms	0ms	1ms
2	po4-31.bdr-rt3.thdo.ncuk.net	15	15	0ms	0ms	0ms
3	po11-13.bdr-rt2.thn.ncuk.net	15	15	0ms	0ms	0ms
4	linx-gw1.router.ntli.net	15	15	1ms	2ms	16ms
7	wolv-core-2b-ae14-0.network.virginmedia.net	15	15	6ms	8ms	23ms
8	wolv-cmts-18-tenge510.network.virginmedia.net	15	15	6ms	6ms	6ms
9	cpc83443-wolv18-2-0-cust127.16-1.cable.virginm.net	15	15	16ms	25ms	96ms

# Host

Sent	Recvd	Best	Avg	Worst
1	thinkbroadband-gw2.core-rs4.thdo.ncuk.net	15	15	0ms	0ms	1ms
2	po4-31.bdr-rt3.thdo.ncuk.net	15	15	0ms	11ms	163ms
3	po11-13.bdr-rt2.thn.ncuk.net	15	15	0ms	0ms	0ms
4	linx-gw1.router.ntli.net	15	15	1ms	2ms	2ms
7	wolv-core-2b-ae14-0.network.virginmedia.net	15	15	6ms	6ms	6ms
8	wolv-cmts-18-tenge510.network.virginmedia.net	15	15	6ms	6ms	6ms
9	cpc83443-wolv18-2-0-cust127.16-1.cable.virginm.net	15	15	15ms	18ms	29ms

[Paulina_Z]

Hi @nothappywithu
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.

[Chris_W1]

Hi nothappywithu, thanks for coming back to us and we are glad to see that this on on the way to becoming resolved. Please let us know if we can assist with anything further. ^Chris

[Chris_W1]

Hi nothappywithu, thanks for coming back to me. I am happy to hear that this has been now raised with the area manager, this will now be referred to the network teams to investigate further.  ^Chris.