Horrendous latency and jitters

[Jl231]

First two months: Absolutely fine, no issue with the service

Third month: Latency, high ping and jitters. Mostly in the evening but also occasionally occurs during the day.

Practially unusable as the broadband will cut out  during my meetings online.

[jbrennand]

Can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

If its on ethernet as well, can you do this
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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
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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

[Client62]

"Horrendous latency and jitters" - how is this being measured ?

The VM Connect app has known fault where latency and jitter are vastly over reported

Try this test : https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats for the Hub & the device.

[Jl231]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e19a90fb6991917c1804f70d82b03bc659bd950f"><img alt="My Broadband Ping - Virgin Media" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/e19a90fb6991917c1804f70d82b03bc659bd950f.png" /></a>

I've only started monitoring for a day, but as you can see, the latency starts spiking in the evening.

[Jl231]

[lotharmat]

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@Jl231 wrote:

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/e19a90fb6991917c1804f70d82b03bc659bd950f"><img alt="My Broadband Ping - Virgin Media" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/e19a90fb6991917c1804f70d82b03bc659bd950f.png" /></a>

I've only started monitoring for a day, but as you can see, the latency starts spiking in the evening.

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Apart from the mass of red - it doesn't look too bad - fairly typical for a docsis connection!

[Jl231]

The red is when I reset the router. The latency and jitters in the evening is enough to disconnect me from my work calls or gaming. Only started having this issue in the evening and it's becoming unbearable.

[lotharmat]

Can you post up your hub stats as per @JBrennand's instructions. It'll give an indication as to what could be happening!

[lotharmat]

If you ignore the red block; this is what a bad BQM looks like!

[Jl231]

When I type in 192.168.0.1 in th URL, its asking me to select the language and log in. I don't other options described by the post above.