High latency Ethernet Hub 3

[Spammy1]

So for just over a month my ping/latency has increased from a stable 10-12ms on ookla speedtest to now 20-22 with constant ping spikes. I’ve ran tests on cmd pinging google with no packet loss and even on the router settings yet again showing no packet loss but this sudden increase in ping with no changes has me concerned as when I am gaming this is a massive issue and I cannot play.

I now have an ethernet directly connected to the router and the ping remains the same with the spikes still occurring. My download and upload speeds are great on and off the boosters and ethernet that is not a complaint. However the ping/latency and jitter is unbearable for me and my brother and has occurred with NO changes it was random. 

I’ve called support multiple times and they’ve given me many solutions of which havnt worked however I cannot complain about their customer service as it was great and they understood the issue. The problem is because the “Download and upload speeds” are not at fault virgin are unable to send an engineer out to assist me despite every other solution not working. 

I’m starting to think there is a congestion problem in my area but they haven’t said so otherwise so I’m not too sure but this has been going on for a month now. I am practically on top of the hub connected via ethernet and the ping is still high with ping spikes. 

Is anyone from virgin support able to give an answer on whether it’s faulty hardware or a congestion issue in my area and able to give an approximate fix time ? started roughly 16/03/2021 and still hasn’t gone back to normal. 

[Spammy1]

This may actually be the issue? The closure of some servers may have permanently increased my ping, I can live with that but the spikes and jitter is unplayable 😕

[Natalie_L]

Hi Spammy1

Thanks for your replies. 

We have had a look at all the information you have provided and there doesn't appear to be an issues with the service being delivered to the property.

With your BQM also not showing any clear issues, we would need to look at other possible causes for the lag. 

You mentioned that servers have been closed, could this issue be more related to the game that you are experiencing the lag on or is this happening on all games? 

Thanks 

[Spammy1]

Since this post, I have installed a Nighthawk RX1000 router into the household with settings configured to the best of my ability to reduce latency and lag to its best. Even installing this router and setting the ISP router into modem mode, the ping remains a problem, spiking frequently and leaving me with the highest ping in the lobbies at all times. I've pretty much exhausted all other options now. This leaves me thinking that it is either a damaged cable connected to the modem / line or that the modem is corrupted in some sort of way its self. As I do remember this problem occuring out of the blue sometime last year.

My question is how difficult is it for you guys to send me a replacement router as I'm becoming more and more sure over time that this is the main problem. Just a replacement router maybe the key as this one could be damaged in some sort of way.

Many thanks

Sam

[Kath_F]

Hi Sam, 

Thanks for coming back to us. 

As there is nothing to suggest that the Hub is the fault, we won't replace it I'm afraid. There is nothing to show there are issues our side or with the previous BQM's you have posted so this looks to be an issue elsewhere. 

If you can update the BQM link with the latest one so we can monitor this again however for now, there isn't anything further we can do I'm afraid. 

Thanks,

[Spammy1]

I'm using the Nighthawk RX1000 router right now with the virgin router in modem mode. Will the BQM still display results?

[jbrennand]

If you chnged from router to modem mode - then your i.p. address will have changed.

Go to the BQM settings and change the old one to your new one

[Spammy1]

Just a red block and when I looked at the help guide it said; "or use the router in 'modem' mode with another router for routing. On other routers, you will not be able to use BQM at all as it has been restricted by the manufacturer (or in most cases, your broadband provider)."

[Spammy1]

time=21ms TTL=116
Reply from 216.58.212.228: bytes=32 time=24ms TTL=116
Reply from 216.58.212.228: bytes=32 time=16ms TTL=116
Reply from 216.58.212.228: bytes=32 time=24ms TTL=116
Reply from 216.58.212.228: bytes=32 time=18ms TTL=116
Reply from 216.58.212.228: bytes=32 time=34ms TTL=116
Reply from 216.58.212.228: bytes=32 time=27ms TTL=116
Reply from 216.58.212.228: bytes=32 time=25ms TTL=116
Reply from 216.58.212.228: bytes=32 time=24ms TTL=116
Reply from 216.58.212.228: bytes=32 time=25ms TTL=116
Reply from 216.58.212.228: bytes=32 time=19ms TTL=116
Reply from 216.58.212.228: bytes=32 time=19ms TTL=116
Reply from 216.58.212.228: bytes=32 time=21ms TTL=116
Reply from 216.58.212.228: bytes=32 time=23ms TTL=116
Reply from 216.58.212.228: bytes=32 time=34ms TTL=116
Reply from 216.58.212.228: bytes=32 time=42ms TTL=116
Reply from 216.58.212.228: bytes=32 time=37ms TTL=116
Reply from 216.58.212.228: bytes=32 time=22ms TTL=116
Reply from 216.58.212.228: bytes=32 time=24ms TTL=116
Reply from 216.58.212.228: bytes=32 time=36ms TTL=116
Reply from 216.58.212.228: bytes=32 time=46ms TTL=116
Reply from 216.58.212.228: bytes=32 time=20ms TTL=116
Reply from 216.58.212.228: bytes=32 time=24ms TTL=116
Reply from 216.58.212.228: bytes=32 time=23ms TTL=116

These ping fluctuations are unbearable and just kicked me out of a game, cuts out a lot recently too 😕

[Spammy1]

These are some traceroute results I have also just collected;

Tracing route to google.com [142.250.200.46]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.1.1
2 * * * Request timed out.
3 15 ms 15 ms 30 ms aztw-core-2b-xe-310-0.network.virginmedia.net [62.252.112.153]
4 * * * Request timed out.
5 24 ms 27 ms 31 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
6 19 ms 17 ms 17 ms m426-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.170]
7 19 ms 23 ms 22 ms 216.239.41.149
8 24 ms 20 ms 45 ms 142.251.52.143
9 41 ms 49 ms 43 ms lhr48s30-in-f14.1e100.net [142.250.200.46]

Trace complete.

[Spammy1]

Upstream bonded channels

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

1	60300000	39.8	5120	64 qam	1
2	39400000	39.5	5120	64 qam	4
3	53700000	39.5	5120	64 qam	2
4	46200000	39.5	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0