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Packet loss and high ping

Trying to game on this internet connection has become unbearable recently. This is unacceptable. I've checked all cables and reset the router countless times. Please can I get some assistance here.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c5372c67fedd8fb79c2f9e261a7fc5c1184e313-29-03-2020
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Alessandro Volta
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Message 2 of 16
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Re: Packet loss and high ping

What hub and firmware do you have?

Post from the hub the downstream and upstream.

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Message 3 of 16
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Re: Packet loss and high ping

Thanks for the reply, see info here:

 

Standard specification compliant: DOCSIS 3.0
Hardware version: 10
Software version: 9.1.1811.401

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

12990000001.540256 qam21
21390000004.540256 qam1
31470000004.440256 qam2
4155000000440256 qam3
51630000003.740256 qam4
61710000003.540256 qam5
71790000003.440256 qam6
81870000003.540256 qam7
91950000003.240256 qam8
102030000002.740256 qam9
112110000002.540256 qam10
122190000002.540256 qam11
132270000002.540256 qam12
142350000002.240256 qam13
15243000000240256 qam14
16251000000240256 qam15
17259000000240256 qam16
182670000001.940256 qam17
192750000001.540256 qam18
202830000001.540256 qam19
212910000001.540256 qam20
223070000001.440256 qam22
233150000001.540256 qam23
243230000001.740256 qam24



Downstream bonded channels

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

1Locked40.35700
2Locked40.3170
3Locked40.9380
4Locked40.9390
5Locked40.9360
6Locked40.9400
7Locked40.9490
8Locked40.9570
9Locked40.9470
10Locked40.9700
11Locked40.3550
12Locked40.9710
13Locked40.3920
14Locked40.9880
15Locked40.91220
16Locked40.91610
17Locked40.91680
18Locked40.32570
19Locked40.93100
20Locked40.34210
21Locked40.94890
22Locked40.96240
23Locked40.97980
24Locked40.98220

 

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

1537000004.025512064 qam2
2394000003.925512064 qam4
3462000004.025512064 qam3
4603000004.175512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Alessandro Volta
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Message 4 of 16
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Re: Packet loss and high ping

Are you in router mode or modem mode?

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Message 5 of 16
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Re: Packet loss and high ping

Router mode.

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Message 6 of 16
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Re: Packet loss and high ping

Can any virgin employee help with this issue? It looks like network oversubscription to me, and the infrastructure is incapable of providing the service to their customers. If it is not resolved I will be forced to change ISP to BT.

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Message 7 of 16
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Re: Packet loss and high ping

Even the speeds are ~55% of the "average" speed I pay for! (150Mbps). So many people have this issue, are you going to do nothing about it?!

https://www.speedtest.net/result/9207628557

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Message 8 of 16
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Re: Packet loss and high ping

Good afternoon ejw93,

 

Thanks for posting. I am sorry to hear of the broadband issues. I've checked the systems and no issues are showing. How are you using the service please, wired/wireless? 

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 9 of 16
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Re: Packet loss and high ping

Hi John. It is the same issue with both wired and wireless. I can accept that the speeds may be lower, but the packet loss and ping is making my experience awful. I can barely continue working from home effectively.

 

Todays Quality is getting worse..

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2cfabe0cb2a10586e517d3c9b4cf1e180db9ff58-30-03-2020

 

Account number
[PERSONAL INFORMATION REMOVED]
Area reference
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Message 10 of 16
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Re: Packet loss and high ping

Is anyone going to acknowledge this issue or god forbid offer some assistance? Please Virgin, fix your diabolical service.