Constant freezing when gaming

[Triqu]

 

I keep freezing when gaming and getting drop outs of latency. The freezes only last for a couple of seconds but are happening every 30 seconds - 1 minute.

We have had engineers out to look at this issue and it still hasn’t been fixed. I have added a new gaming router to try and fix this issue but it is still happening.

This is what ThinkBroadband is showing:

 

[jbrennand]

Are you gaming on wifi or ethernet cable connected devices?

What Hub and own router have you got and is the Hub in modem only mode?

[Triqu]

Sorry for the lack of information.

Gaming on wifi, I have a super hub 4 and my own router is tp-link AX23 / AX1800.

[jbrennand]

What is providing the routing Hub or Archer?

What is providing the wifi Archer only or both ?

[Triqu]

Hub is in modem mode and the archer is supply the Wi-Fi.

[Paulina_Z]

Hi @Triqu,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your broadband connection and that it's impacting your gaming.

We understand that you have a third party router connected to your Virgin Media Hub. Have you tried putting your VM Hub back to Router Mode to see if this can help improve the connection? If you're having issues with the Hub's connection, we'll be more than happy to look into this. However, we'd need to have the Hub in Router Mode for at least 24 hours to ensure that we get the needed Hub information through to our systems. 

Once the Hub's been in Router Mode, we'll be able to run further checks. 

Let us know how you'd like to proceed.

Thank you

[Triqu]

I was having the issue with the virgin hub before I had even bought the new router, that was the main reason I bought it to try and fix the issue.

I believe the issue started when we upgraded from the hub 3 to the 4 which was a few years ago now.

[jbrennand]

Lets see the connection data..
__________________________
In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
_____________________________________
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

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

[Triqu]

3.0 Downstream channels

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

8	195000000	5.099998	38.983261	QAM256	8
1	139000000	6.800003	38.983261	QAM256	1
2	147000000	5.900002	38.983261	QAM256	2
3	155000000	5.500000	38.983261	QAM256	3
4	163000000	5.300003	38.983261	QAM256	4
5	171000000	5.099998	38.605377	QAM256	5
6	179000000	5.000000	38.983261	QAM256	6
7	187000000	5.099998	38.983261	QAM256	7
9	203000000	4.900002	40.366287	QAM256	9
10	211000000	4.699997	38.983261	QAM256	10
11	219000000	4.500000	40.366287	QAM256	11
12	227000000	4.500000	38.983261	QAM256	12
13	235000000	4.300003	38.983261	QAM256	13
14	243000000	4.300003	38.983261	QAM256	14
15	251000000	4.099998	38.983261	QAM256	15
16	259000000	4.500000	38.983261	QAM256	16
17	267000000	4.099998	38.983261	QAM256	17
18	275000000	3.099998	38.605377	QAM256	18
19	283000000	2.400002	38.605377	QAM256	19
20	291000000	2.200001	38.605377	QAM256	20
21	299000000	3.299999	38.983261	QAM256	21
22	307000000	4.800003	38.983261	QAM256	22
23	315000000	5.300003	38.983261	QAM256	23
24	323000000	5.400002	38.983261	QAM256	24
25	331000000	5.400002	38.605377	QAM256	25
26	339000000	5.500000	38.605377	QAM256	26
27	347000000	5.699997	38.983261	QAM256	27
28	355000000	5.500000	38.605377	QAM256	28
29	363000000	5.300003	38.605377	QAM256	29
30	371000000	5.000000	38.605377	QAM256	30
31	379000000	5.000000	38.605377	QAM256	31

3.0 Downstream channels

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

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

759

3.1 Downstream channels

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

159

Locked

41

5.6

2182052045

2098

[Triqu]

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600000	47.020599	5120 KSym/sec	64QAM	9
2	23600000	46.020599	5120 KSym/sec	64QAM	13
3	30100000	46.020599	5120 KSym/sec	64QAM	12
4	36600000	46.520599	5120 KSym/sec	64QAM	11
5	43100000	47.020599	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10.0

42.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

4

0