Connection - latency and reliability issues

[SarahT123]

Good afternoon, 

I’m hoping someone can help - lately we’ve been having severe reliability and latency  issues with our connection. Even on Ethernet, the ping spikes up to 150ms and is incredibly variable, making it difficult to play games. Even using 5G proves itself to be better.

We have an engineer visit booked for later this afternoon, but believe that this will (at best) fix the reliability issues - we had an engineer visit last Thursday that improved nothing. 

My daughter is autistic and this is severely impacting her and making her feel very stressed.

I submitted a complaint to the exec team on Friday  - but this was just forwarded to the regular complaints team - how is this acceptable to your company? Not to mention they haven’t responded. 

Please could you assist with this matter urgently - I can provide the complaint reference if necessary?

[Adduxi]

You need to setup a BQM to monitor the quality of the incoming VM circuit.  This may help with your case and show any outages, packet loss etc.  It is free and monitors and records 24 x 7 

www.thinkbroadband.com/ping

[SarahT123]

Hi,

Thanks for your reply.

I have attached an image of the latest BQM - though it's showing 100% packet loss after the router has been replaced, do I need to do anything to make the ping viewable again?

I also would like to note that the latency issue is not fixed.

[legacy1]

make a new BQM or change the IP of the current one 

Your BQM for the hub you had was ok to the hub your device might need reinstalling or try hub in modem mode with a better 3rd party router with 1Gb ports 

[SarahT123]

Hi,

I appreciate that the BQM is fine (for Virgin at least) and I don't really see a better quality router improving things.

The connection remains unstable - it still regularly slows down or stops working completely.  In terms of the latency issue, 5G causes less problems. The latency issue has been going on since September but has worsened very recently.

My daughter has done extensive research and suspects the issues are caused by the HFC/DOCSIS that Virgin uses.

I would appreciate a response from the Forum Team as the customer service (or lack of) in resolving these problems from VM has been awful (on 150/X).

Question for the community members: The latest BQM is also showing some packet loss - my daughter was seeing "packet loss" errors coming up in games - would this be affecting the ability to play them? There's also an issue with struggling to view pictures and videos - would this be related?

Latest (part) of the BQM is included.

[SarahT123]

The connection remains incredibly poor today. VM site is reporting intermittent signal issues (again) but won’t allow me to do anything about it. 

latest BQM

 

[SarahT123]

Please could somebody from VM assist - I have now been waiting two days without any response and still have not received any response to my "executive" complaint sent last Friday.This is completely unacceptable given the urgency of the issues - my daughter remains incredibly stressed.

My VM account says no problems, but there clearly are still problems, especially at peak times.

Yesterday 8-10:30pm was the worst period, and the BQM shows clear issues with packet loss and ping during that time and also small amounts of packet loss generally. There were issues throughout the day but this was the worst period.

The connection continues to be very poor and no issues have been reported in the area.

[SarahT123]

latest BQM

[SarahT123]

Same useless technician from last Thursday - cable (reroute? - I am so confused) is booked for Tuesday but I don't think this is going to help the stability issues. Both me and my daughter feel he has no idea what he is doing basically.

Please can someone contact me urgently - I first posted on Tuesday and it is now Saturday and I still haven't received any response.

[Joseph_B]

Hey @SarahT123,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue and still not resolved, with this as you have spoken to the team between these posts, can you confirm if they have been able to help you further and get this cleared up.

Joe