Latency issue - new customer

[Jon22]

Hi, I joined Virgin Media yesterday. Was previously with Virgin a few years ago but left due to congestion. I have a BQM running that is showing large ping spikes. I have the Hub 3 in modem mode connected to a Pfsense router/appliance. I've tried also with a Asus RT-AX88U but this made no difference. Also briefly tried in router mode but again no difference. I still seem to be able to get the full 200/20 when I occasionally do a speedtest. Ignore the red blocks on the BQM as that was me. Any ideas as I'm prepared to cancel within the cooling off period.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c86b5e13b611906f2910fa5b0d6221f434d80c34

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	3	38	256 qam	25
2	251000000	3.5	38	256 qam	15
3	259000000	3.2	38	256 qam	16
4	267000000	3.2	38	256 qam	17
5	275000000	3.2	38	256 qam	18
6	283000000	3	38	256 qam	19
7	291000000	3.2	38	256 qam	20
8	299000000	2.9	38	256 qam	21
9	307000000	3	38	256 qam	22
10	315000000	2.7	38	256 qam	23
11	323000000	2.7	38	256 qam	24
12	339000000	3.7	37	256 qam	26
13	347000000	3.7	38	256 qam	27
14	355000000	3.7	38	256 qam	28
15	363000000	3.7	38	256 qam	29
16	371000000	3.9	38	256 qam	30
17	379000000	3.9	38	256 qam	31
18	387000000	3.7	38	256 qam	32
19	395000000	3.7	38	256 qam	33
20	403000000	3.5	38	256 qam	34
21	411000000	3.4	38	256 qam	35
22	419000000	2.9	38	256 qam	36
23	427000000	3	38	256 qam	37
24	435000000	3	38	256 qam	38

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	7	0
2	Locked	38.6	7	0
3	Locked	38.6	9	0
4	Locked	38.6	1	0
5	Locked	38.9	6	0
6	Locked	38.9	6	0
7	Locked	38.9	6	0
8	Locked	38.6	14	0
9	Locked	38.6	14	0
10	Locked	38.6	14	0
11	Locked	38.6	12	0
12	Locked	37.6	5	0
13	Locked	38.9	6	0
14	Locked	38.6	8	0
15	Locked	38.9	8	0
16	Locked	38.9	6	0
17	Locked	38.6	7	0
18	Locked	38.6	5	0
19	Locked	38.6	6	0
20	Locked	38.9	6	0
21	Locked	38.6	9	0
22	Locked	38.6	1	0
23	Locked	38.9	14	0
24	Locked	38.6	2	0

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200075	43.3	5120	64 qam	3
2	39400017	44.8	5120	64 qam	4
3	53699998	43.3	5120	64 qam	2
4	60299930	41.8	5120	64 qam	1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand · Accepted solution]

All Hub stats look ok - BQM looks horrible.

I suspect the old congestion issue is still present. Lets see a full 24h - weekend and weekday for comparison.

A VM person will comment on here in a day or two and look at the connection and see if there is any known fault - and - may - comment on any Overutilisation issues in your location.

You have 14 days from yesterday to cancel - you can only do that in writing (do you have the instructions for that?) or on the phone.

[Jon22]

Thanks. Thought it might be an over utilisation issue again. Seems that work has been done since I was last with Virgin but clearly not enough. I’ll leave it running for a couple days and probably just cancel. 

[Jon22]

Decided to cancel rather than wait it out. Was surprisingly easy to do, no fuss, which is a refreshing change. I know how painful a congested connection can be, so no point paying for one.