Packet Loss - What can Virgin Media do?

[Quincel]

Got Virgin Media and suddenly my gaming is stuttering, and it's getting worse. Got a BQM which confirms periodic packet loss even when only one device is using wi-fi (and it's like 1m away from the router). I'll get a direct ethernet cable but can Virgin Media please fix this, or release me from my contract so I can switch back to my old provider?

https://www.thinkbroadband.com/broadband/monitoring/quality/view/a4c8edf0035bab20a7e42f5971e67c592c9...

[Client62]

The BQM link did not work taking us to a BQM login page,

Use the test below to see the Latency to your VM Hub and then the Latency at your Console or Computer.

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

Please share a screenshot of the Full Test results.

Game play over Wi-Fi is going to add Latency and reduce your connection to Half Duplex.

[Quincel]

Thanks, BQM looks like this. Speed test didn't show any packet loss but my guess is because it is intermittent. But my game shows it, and BQM does.

[Quincel]

Gameplay over wi-fi was fine with previous provider btw. Even half a house away from the router. Now I've moved everything to the kitchen table and still can't get it to work.

[Cardiffman282]

My understanding is that VM is worse than Openreach FTTC for gaming due to the higher latency. Are you still within your 14 day cooling off period? 

[Quincel]

Sadly not within the 14 days because I've spent time trying to get an extender cable to move the router and experimenting with moving the laptop closer.

[Quincel]

The ping is fine though. When I'm not dropping packets and having 2-3 seconds jump it's very smooth.

[Quincel]

Also I did not realise marking an answer as helpful would mark the problem as solved. It is not solved! I'm just going to make a duplicate entry now, very useful functionality VM.

EDIT: Turns out I can unmark the answer. But would be nice if marking something as helpful did what it says and not something else too.

[legacy1]

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@Quincel wrote:

EDIT: Turns out I can unmark the answer. But would be nice if marking something as helpful did what it says and not something else too.

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Thats what Kudos is for😉 

[Steven_L]

Hey Quincel,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. I've looked into this and cannot see any issues with your connection or in the local area. How have things been looking since you last posted? 

Kind Regards,

Steven_L