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Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Hello,

I have noticed that for about 3 weeks now the internet completely drops out for about 5-10 seconds about twice an hour, making any online game impossible to play as it drops me from game. 

Before this I must say I have had no issues. I am on the 500mbps connection and believe I have the hub3. I am gaming on a wired connection so wifi is not the issue.

 

BQM attached.

2C64CB15-7985-40C5-950D-F35B49816A9D.jpeg

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Alessandro Volta
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Message 2 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Post the share URL to the BQM


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Message 3 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

  • Here it is:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/17c05aaa316c97f5feb40a035f59431a2c6da491


I have also tried all the fast fixes: hard reset the hub and made sure everything on the inside of the house is screwed in properly. 

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Alessandro Volta
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

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


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Message 5 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Ahh unfortunately I am at work at the moment will be home tomorrow 8am, I will try to post those then. Thanks for taking interest!

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Alessandro Volta
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Message 6 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Run the hub in modem mode with a PC and new BQM.

Either you have a device pegging your connection or a hourly DoS
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Message 7 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Will try that when I get home thank you. Can you expand on what that means? I am not very well versed in internet maintenance I am afraid haha. Maybe I could identify something that I’ve introduced to the household or something I could remove, if you think it’s an external issue not related to virgin itself. Thanks

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Message 8 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Hi MPdaghost, 

Thanks for your post and welcome to our community. 

Very sorry for the delay in getting back in touch, we have been busier. 

I'm also sorry you've been having these issues, it's not the level of service we aim to provide. 

 

I have tried to have a look at the back end of things from here but I've been unable to locate your account. 

Are you still having these issues now?

if so we can take a closer look. 🙂 

Emma_C - Forum Team
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Message 9 of 9
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Re: Massive Latency spikes + Packet loss every 30 mins for 3 weeks now.

Hello yes it’s still happening, please let me know how I can get in touch with you.

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