Hi all,
I've been having issues with latency spikes that started around 3-4 weeks ago which is making online gaming extremely frustrating and basically unplayable due to the ping spiking from 30 to 200+ constantly. I have tried contacting virgin customer support via phone and explaining the situation but always get the same basic troubleshooting suggestions that have been absolutely no help whatsoever and i just feel like i'm going round in circles with no real attempt at finding a solution or an explanation as to why this could be happening from them. I have been running a broadband quality monitor for the last week which i will attach below.
Things i have tried:
Rebooting router
Resetting router settings to factory defaults
Modem & router mode
Ethernet & Wi-fi
New cat7 ethernet cable
Reinstalling/Updating ethernet drivers on my PC.
I would really appreciate any help in getting this resolved. Thankyou
Hello, unfortunately nothing has changed 😞 online gaming is unplayable and it also gets worse on the weekends i have spoken to multiple agents with virgin that are all saying the same thing as you but looking at the graphs there is clearly a problem, my cousin who lives in the same area as me is experiencing the exact same and his BQM graph is identical. 
As you can see the latency spikes increase during peak hours.
I don't know what else i can do to get this resolved other than changing providers at this point i feel like i'm at a dead end with virgin
@cbullard wrote:Hello, unfortunately nothing has changed 😞 online gaming is unplayable and it also gets worse on the weekends i have spoken to multiple agents with virgin that are all saying the same thing as you but looking at the graphs there is clearly a problem, my cousin who lives in the same area as me is experiencing the exact same and his BQM graph is identical.
As you can see the latency spikes increase during peak hours.
I don't know what else i can do to get this resolved other than changing providers at this point i feel like i'm at a dead end with virgin
Indeed there is nothing else you can do other than change providers as it is clearly a capacity issue in your area and these things are NOT easily or quickly resolved. If you think of it like a congested road, the road itself is fine, no amount of resurfacing will fix the congestion issue, there simply needs to be ‘more road’ and just as this isn’t a trivial thing to do, often neither is providing more capacity to an area.
In VM’s slight defence here, they never make any promises or guarantees regarding latency, so when they say ‘they can’t see any issues’ what they mean is that the statistics of your connection are fine, ie power levels, S/N ratios etc. Going back to my car analogy earlier, this is like taking your car to the garage to demand they fix the issue of being stuck in a traffic jam every day! Are you getting at least 50% of the rated download speed for whatever tier you pay for? If so then, legally VM have honoured their side of the contract (hint: always read the small print).
Now are you outside the minimum contract term, ie can you just give the required 30 days notice and leave without any penalty? If so, then good that’s what you probably need to do.
