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Latency issues and lag spikes during peak times

Hi there. Live in M4 (Manchester) and am getting regular lagspikes and poor latency during peak hours (around 5pm to midnight), to the point where I am unable to play games. I've recorded latency in Overwatch of up to 250ms. I'm connected via a Cat6 wired connection to my Hub 3.0. Here's my outputs:

Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
314750000
Locked
Ranged Upstream Channel (Hz)
46199971
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1314750000640256 qam23
2138750000740256 qam1
31467500006.940256 qam2
41547500006.940256 qam3
51627500006.540256 qam4
61707500006.340256 qam5
7178750000640256 qam6
81867500005.940256 qam7
91947500005.640256 qam8
102027500005.640256 qam9
112107500005.640256 qam10
122187500005.940256 qam11
13226750000640256 qam12
142347500005.940256 qam13
152427500005.640256 qam14
162507500005.640256 qam15
172587500005.640256 qam16
18266750000640256 qam17
192747500005.940256 qam18
20282750000640256 qam19
212907500005.940256 qam20
22298750000640256 qam21
233067500005.940256 qam22
243227500006.140256 qam24



Downstream bonded channels

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

1Locked40.31980
2Locked40.949452665
3Locked40.363634891
4Locked40.354414607
5Locked40.959814956
6Locked40.948354051
7Locked40.958645194
8Locked40.357594684
9Locked40.956004065
10Locked40.345683784
11Locked40.942413183
12Locked40.333351677
13Locked40.933871412
14Locked40.333201470
15Locked40.91752622
16Locked40.9730240
17Locked40.9609147
18Locked40.92551
19Locked40.3750
20Locked40.3930
21Locked40.3890
22Locked40.31861
23Locked40.92584
24Locked40.31480

 

Upstream bonded channels

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

1461999714.3512064 qam1
2537000004.3512064 qam4
3326000194.15512064 qam3
4394000004.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Any advice much appreciated, though I'm pretty much expecting the same cookie-cutter response I've had for the past 10 years of service with VM, "we're over-subscribed in your area"



My Broadband Ping - My Virgin Media M4 connection
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Re: Latency issues and lag spikes during peak times

Firstly set up a BQM at thinkbroadband.com - this will give you an insight into what is happening with the signal coming into the property, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

*********************************************************************************************************************************************

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
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Re: Latency issues and lag spikes during peak times

Thanks, hadn't heard of that - have done that now!

My Broadband Ping - My Virgin Media M4 connection



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Re: Latency issues and lag spikes during peak times

Currently trying to play now, getting lag spikes of over 200ms, usually every minute or so. Whole game rubber bands for like a second while everything catches up, basically means I can't play my game.



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Re: Latency issues and lag spikes during peak times

Have the exact same issues in the same postcode - has seemingly been worse since upgrading to the gig down package too

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Re: Latency issues and lag spikes during peak times

That BQM is appalling, and looks like classic over-subscription - note that all is relatively good between 1am and 7am whilst the world sleeps,  then people are getting up, things get pretty bad 8am through to about 9am, then improve very marginally until about 4pm when the schools turf out, and from 8pm until 12:30am the network is completely saturated and your connection is unusable.

There could be something else (eg temporary loss of capacity due to equipment failure or maintenance) and you'll have to hope that's the case, because resolving true over-subscription costs serious money, isn't quick, and VM won't always admit to it, and sometimes they just refuse to fix it.  Often this refusal takes the form of a "review date" that just keeps being shifted forward rather than a point blank refusal.  If this is the case then you either tolerate the poor service and high prices, or you take your business elsewhere.   

What say you, VM Forum Staff of the West?

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Re: Latency issues and lag spikes during peak times

Hi Aidanjalali, 

 

Sorry to see you're having some trouble with the connection.

 

@Andruser You're quite right, there is still ongoing congestion issues in the area. there's currently ans estimated fix date of 26th February at 10:55am.

 

Aidanjalali this is something that we can offer you a partial credit towards your bill for, whilst you're experiencing the issue.

 

I've popped you over a private message so I can discuss this in more detail with you.

 

Alex_Rm

 

 

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Re: Latency issues and lag spikes during peak times

Credit to VM for coming clean; There's just the issue of when the problem will really be fixed by.

I'm surprised VM are offering a discount for a fix that's supposed to be only eleven days hence?  My advice to Aidanjalali (and any other customers affected) is NOT to take a discount just yet, because that might compromise your position if this fix date mysteriously comes and goes without any improvement.  Give it until 27 February, if the problem is fixed, that's great.  

If it isn't fixed, you need to consider why not, and what you might do next.  If it hasn't been fixed, I would guess there aren't any works going on, VM are just hoping that the poor service will cause sufficient customers to leave to bring traffic back within the local network capacity (at a technical level, a reasonable strategy, albeit one that puts customers last).  That customer attrition sometimes takes many months, particularly if the fault isn't doing too much harm to the TV signals, in which case you might want to consider changing to another ISP. 

If you're in minimum term contract, do some speed tests over the peak period, and record the results, judging by the BQM that will produce examples well below half your contracted speed - if so, raise that as a complaint under the Virgin Media minimum speed guarantee and then the company have to either fix it or release you without penalty.  You could alternatively just complain that the poor quality of the connection means VM are in breach of the Consumer Rights Act 2015 (not delivering their service with reasonable skill and care, as evidence by the BQM and service quality problems), and they having voided their statutory obligations means they can't hold you to the minimum period.  This would be a valid argument, if VM dispute it you'd then have to escalate to the (free) arbitration service CISAS.

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Re: Latency issues and lag spikes during peak times

Thanks! I'm not in the minimum term and could leave any time, so if this issue isn't finished fairly soon I'll be switching to BT, despite their slower speeds.

I've received a message from Alex and am waiting for a response for my response. Honestly, I've absolutely no idea how congestion is supposed to be 'fixed', so I can't say I'm expecting this to be resolved promptly.



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Re: Latency issues and lag spikes during peak times

Thanks for clearing security Aidanjalali, 

 

Just wanted to confirm the credit has been applied for the time you've been affected by the congestion issue. 

 

The fault reference for this is F007335827.

 

Any issues past the mentioned fix date let me know, and I can chase this up 🙂

 

Alex_Rm

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