Intermittent internet for months now, impossible to get a hold of someone to help

[yumsoup]

For months now, even on ethernet, packet loss and latency skyrockets to unusable levels, its become more and more frequent. It has happened almost every day for the past week.

I've tried to go through VM contact many times, only to receive a generic message to reset the router and wait 24 hours. Due to the intermittent nature of the blackouts, they conclude there is no problem. During this period, they've even increased my contract price!

What on earth can I do to get this fixed?

[jpeg1]

Set up a free BQM monitor, that will plot your connection over time, and follow the instructions to post a link here. 

https://www.thinkbroadband.com/broadband/monitoring/quality

[Client62]

When you encounter this issues ...

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see the Latency / Packet Loss / Jitter.

[yumsoup]

hi, ive set it up, here is the link
https://www.thinkbroadband.com/broadband/monitoring/quality/view/0c2fc160f3ac5d33bff2b85e16cdcc4f378...
I am guessing the packet losses are where the internet is becoming unusuble, I'm not sure if the yellow spikes are normal either and this inconsistent latency could affect experience in online games too.

[yumsoup]

I have just tested my internet through ethernet in online games and there is a lot of glitches and rubber banding, so I'm led to beleive the spiking yellow on the graph is also an issue

[Client62]

Tests in games do not show there is an issue with your VM connection.

The problem being your not just testing your VM connection, you have included hundreds or thousands on miles of network most of which does not belong to Virgin Media as well as game servers & your own network / PC / Console.

VM provided the Realspeed tests to enable the service to the VM Hub to be checked in isolation.

[jpeg1]

The BQM link isn't working without your login. Try again. 

[yumsoup]

Sorry, here is another link that should work:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23917104f68087e8c6e8c2eea2b0f4481e...

[jpeg1]

That recording shows there had been some network switching at 3am, after which the trace is reasonable. Many users suffer those brief yellow spikes, often caused by something like a speed test that saturates the link for a few seconds.

If you are lucky, that network switching has removed or greatly reduced the problem. 

Since you haven't posted a live link we can't see if it's still the same today. 

[yumsoup]

Hi,

Although I'd generally agree, further tests during these periods show it is my VM connection. Whenever I am cutting out in video calls or lagging in games, I run a test and it usually looks like this: