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DavidShush
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Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Connection has become unusable today. Started few months ago noticing lag during gaming. Then drop outs when connecting my phone. Finally today it's all gone to hell and it takes an age to load a page. Tried resetting etc.Need internet for some work so really need this sorted. 

Please can you send an engineer out to fix whatever it is that's wrong. Start at the half open green box outside I guess? I've not changed any of my settings here so it must be your end.

 

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theinternetguy
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Hello @DavidShush

Unfortunately I can’t send an engineer out you will have to contact Virgin Media Tech Support for that but due to the current COVID restrictions this may be unavailable. 

May I suggest you call them and see what they say. It may be a problem with their cabling, etc outside your property. 

If this has been happening recently then check that the coaxial cable is tightened (either screwed or pushed) firmly into the back of the hub and the white interior wall socket. If nothing improves it may be your hub. If this is the case may I also suggest you invest in a better router as the ones Virgin provide aren’t the best especially for high usage. 

Hope this helps 😊

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DavidShush
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Of course there'd be no replies in over a week. I've only been with Virgin Media since they took over NTL. How silly of me. 

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DavidShush
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Getting really bad packet loss during the day. Download fail, gaming is unplayable, and sometimes trades I make aren't going through(which is very worrying). When is this going to be fixed? Do I need to cancel my direct debit and move over to Vodafone or BT?

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DavidShush
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

image_2021-02-24_115950.png

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gary_dexter
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Posting some logs would help....

Post back the network, upstream and downstream logs from the hubs admin pages as text

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DavidShush
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Logs? 

I appreciate the help but I find it funny that customers are expected to do this. I might not know how to post logs but I know how to cancel a direct debit. Having read other forums suggesting Virgin isn't the company if you want to have a pleasant online gaming experience. And with having to refresh pages regularly lately, I don't think it's up to much for day to day browsing either or reliability either.

It seems to work fine when I get home from work around 5am. Then around 7-8am the problems come back. 

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Andruser
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

Don't cancel your direct debit

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Abysmal-amp-Non-Existent-Customer-S....

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Andruser
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4

And regarding your problem, that's the same as this.

The smooth trace of your BQM between 12:30am and 8:00am shows there's nothing physically wrong with the connection, and that power and noise levels are where they should be.

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gary_dexter
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Re: Internet Slow/Dropping Out - High Jitter/Lag Gaming SG4


@DavidShush wrote:

Logs? 

I appreciate the help but I find it funny that customers are expected to do this. I might not know how to post logs but I know how to cancel a direct debit. Having read other forums suggesting Virgin isn't the company if you want to have a pleasant online gaming experience. And with having to refresh pages regularly lately, I don't think it's up to much for day to day browsing either or reliability either.

It seems to work fine when I get home from work around 5am. Then around 7-8am the problems come back. 


OK don't post them.

Wait 5-10 days for a forum rep to reply.


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