on 27-01-2022 00:53
I have had ongoing ping spikes for 6 months, I have put up with it all this time knowing that we are in a pandemic and that virgin media might be overused. However this has been going on for far too long and I'm finally fed up of lagging on video games. I will post network logs and BQM. I have already had a technician over that could not fix anything. Please can anyone help?
on 28-03-2022 08:25
Hi mizzy887,
Thanks for your patience on this one whilst I waited to hear back from the team.
They have advised that someone is going to come out today to have another look at things for you. Are you available today for a visit?
Thanks,
on 28-03-2022 12:18
Hi, yes I am free today. The latency is at its worst after 5-6 pm so It might be best they come around at those times.
on 28-03-2022 14:01
I’m having the exact same issues as @mizzy887 and my BQM graph looks very similar. Interested to see if the engineer is able to do anything about the issues. As you said, it’s been going on for months for me as well and is unbearable at times.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/8653454bed9800f1f15e05821c023c7170492eaa
I was thinking of getting a 3rd party router set up and using the VM hub as a modem only as I’ve seen it mentioned on these forums that the VM hub is very unreliable and causes a lot of issues. Not sure if you’ve tried that yet but that was going to be my next step.
on 30-03-2022 15:37
Hi mizzy887,
Thanks for letting us know, apologies for the delayed response.
I can see that something we call a 'bench strength' was done for you on Monday. This is where we basically just strengthen the signal to the property. How've things been since posting? Did the engineer still call round?
Thanks
on 30-03-2022 18:57
Hi, the senior engineer came round and installed the super hub 5 on Monday. Unfortunately this has not solved the issue as I am still getting high ping/latency which can be seen on todays BQM. On the forums you guys are telling me this is not congestion so then what is this and how can this be fixed. Everyday I have to battle with this issue.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/b784c67d39b0a25c967ee630491b06913fd195bc-30-03-2022
on 01-04-2022 19:42
Hi mizzy887,
Thanks very much for letting us know. I'm sorry to hear this has now resolved the issues.
I've had a look and can see that the upstream channels are slightly congested, however they do not appear to be congested enough for our Networks Team to recognise this as an outage.
I have reached out to the Area Field Manager and asked for what the next steps would be.
As soon as I hear back I will be sure to let you know
Kind regards
on 06-04-2022 10:00
Hi mizzy887,
I believe that an engineer visited you this week to take a look at the issues? If so, can you please let us know how it went and if you're still having issues?
Thanks 🙂
on 24-09-2022 20:16
My issue is identical and has been ongoing for 20+ months.
An engineer arrived today at 4pm, I immediately set up a new BQM and as of 4:20pm the BQM isn't looking good and both videos and games are lagging intermittently.
After making changes the engineer stated utilisation and noise was minimal on the cabinet. I have had a new Hub 5.0 installed, attenuators added and my cable was moved to a lower tap with a higher db value to dampen the signal due to the cabinets proximity to my property.
on 24-09-2022 20:17
Was your issue ever resolved, if so how did they fix it?