High latency & Packet Loss

[MauriceMoss]

Recently my connection has been experiencing high latency and dropouts this has gotten particularly bad tonight. Recently VM text saying on the 19th Aug 22 they had planned network work and it might affect my connection. I got the text on 22nd Aug 22 saying this work was now complete but since this time my network has been having random dropouts.
I setup a BQM on the 24th to monitor this and my latency has been higher with only a little bit of packet loss. But tonight it has been frequent packet loss.

I have a Gig1 package

BQM 24th Aug 22 (ignore the big block of packet loss at the start of this graph)
Ignore the packet loss at the start.

BQM 25th Aug 22

BQM Tonight (26th Aug 22) (LIVE)

[andrewmm]

Not bad for virgin in my experience

  They have very low latency , provided you don't use the link !

The joys of hundreds of people sharing "your" bandwidth 

[Fastdruid]

What hub do you have? The latency on some is better than others, when we were "upgraded" to a Hub3 (a number of years ago and I can't now remember what we had before) the latency went up massively. 

I don't know if the Hub4 or Hub5 have improved things there, if you have a Hub3 and latency is a problem you could try finding out if they're better and asking for a replacement with the newer one. 

[Akua_A]

Sorry to hear you are still having service issues @MauriceMoss

I have had a look into your service and I can see there is an SNR outage in the area which may be affecting your service. Our team has been made aware of this and they are currently working on a resolution. The estimated fix time is currently 03 JAN 2023 15:00. Please let us know if the issue persists after the given time and we will do our best to help.

Thanks,

[MauriceMoss]

This has been going on since my new cable was installed I think I just need an engineer to come level off my signal given the new cable. According to service checker its all good in my area. It seems to be better now but as you can see its still spiking and packet loss has returned.

[MauriceMoss]

Updated Graph

 

[Ryan_N]

I really apologise - I have been able to check again from this side and can see that the SNR outage which our team have informed you about was extended until 10th January 15:00PM. I can totally understand any frustration caused by this. The team are aware and will be doing all they can to get this resolved asap. 

Cheers, 

Ryan. 

[MauriceMoss]

Hi Ryan,

Is this fault still going on? My ping is all over the place during the day and only sort of settles down during the early hours of the morning.

[andrewmm]

Hay , for virgin , that's quiet good

  the joy of each of us being combined to share a very limited resource

[Tom_W1]

Hi @MauriceMoss thanks for your reply here - sorry to see you're still having issues.

I've checked and the outage is no longer apparent, it would appear it's been fixed so can you still confirm if you're having problems?

Many thanks

[MauriceMoss]

Hi Tom,

Last night it was all over the place

Today seems ok so far but is starting to have the higher spikes