Hi, I somewhat recently had VM M500 installed and since I've been experiencing serious latency issues whilst gaming. I have my VM in modem mode connected to a Netgear Xr500 with a wired connection to my pc, and I'm the only one using the Internet. I ran the health check on VM website and it said I needed an engineer to come out but I had to wait until the next day to check my own availability, now on the health checker it says everything is fine but I'm still experiencing the same issue. The BQM seems worse at peak times, but I experience the latency issues all throughout the day. My speeds are fine when checked, just the latency that's an issue, here are my stats:
The downstream power and SNR data looks OK, although the reported zero errors are down to a firmware bug, not because there are none.
The BQM shows continuing low level packet loss, which is usually a noise issue, and should be fixable, the latency profile looks unfortunately like there's network congestion. The two are probably separate problems. Check the BQM IP address is the one you have at the moment - normally they are very "sticky" and might not change for years, but mine has changed about three times this year (and that's not counting times the IP address has changed because I've been switching between modem and router mode on the hub).
You can post up the remaining status data for Upstream and for the Network log, which may or may not show more evidence, but fixing the noise fault will probably need a technician visit. As for the apparent congestion, do a search of the forum on the term "over-utilisation", and see what comes up (Parental advisory: It's not good news).
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
Thank you for posting your BQM graph and logs @Keenangee
I would like to take a look at your account to see what we can do about these latency spikes you are experiencing. I shall send you a private message now to obtain the details required. Please lookout for the purple envelope in the top right corner and get back to me when you can.