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Message 11 of 16
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Re: Packet loss and high ping

Hi ejw93,

I have had the exact same issue for the past 3-4 weeks now. I called and virgin said they saw no issues, I had an engineer scheduled to come look at it on Thursday 02/04/2020 and they just called me today to cancel it.

They gave the reason for the issue, due to high usage in my area, which I suspected may be the case. However, I have been up at 5-6 am, even 3am using the internet and have the exact same latency/ping issues and packet loss, when usage should be much lower in the area. Something is going on here that they are not letting on about, which is why I think they are taking so long to reply on this thread.

I am going to try and contact them again soon when they have phone lines up again and if I can't get help then, I recommend trying a new internet service provider, I know that will be my plan if virgin doesn't start actually helping.

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Message 12 of 16
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Re: Packet loss and high ping

If both of you are getting some high pings and packet losses, can you take a screenshot of some traceroutes showing where the packets are dropping? If anything it could be a faulty node. Or maybe just the hub. Who knows. But at least if it's a node or the routing that might give us some additional insight as to what the issue actually is.

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Message 13 of 16
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Re: Packet loss and high ping

Tracing route to howtogeek.com [151.101.2.217]
over a maximum of 30 hops:

1      1 ms       1 ms        1 ms      192.168.0.1
2      155 ms   54 ms      21 ms    10.144.20.1
3      25 ms     11 ms      54 ms     nrth-core-2b-xe-903-0.network.virginmedia.net [62.253.35.197]
4      *              *              *             Request timed out.
5      33 ms      25 ms     12 ms     tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]
6      44 ms      55 ms     25 ms    157.52.127.10
7      26 ms      17 ms     12 ms    151.101.2.217

Trace complete.

Ping fluctuates on the second hop and sixth hop, can be as high as 200 and the fourth hop always times out.

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Message 14 of 16
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Re: Packet loss and high ping

Similar to mine.

Tracing route to google.com [172.217.20.142]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms 192.168.0.1
2 16 ms 17 ms 12 ms 10.21.40.1
3 26 ms 25 ms 14 ms wolv-core-2b-xe-222-0.network.virginmedia.net [62.253.73.241]
4 * * * Request timed out.
5 67 ms 17 ms 47 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
6 101 ms 101 ms 19 ms 72.14.221.42
7 73 ms 154 ms 46 ms 74.125.242.65
8 34 ms 28 ms 31 ms 172.253.68.23
9 64 ms 124 ms 28 ms muc11s10-in-f14.1e100.net [172.217.20.142]

Trace complete.

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Message 15 of 16
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Re: Packet loss and high ping

Also having this issue. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/bcbcd5f790acf7d5941443166acb43d8618db7e7-13-04-2020

 

Also getting no response from Virgin.

Connection had been slower than normal and fluctuating ping but fine for normal web browsing so wasn't  raising it as issue. But games are unplayable.

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Message 16 of 16
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Re: Packet loss and high ping

Same issue in enfield area. Engineer came round just now and said problem in area. I told them this after twice there was a problem in area week before. They didnt believe me and stupidly wasted an engineers time. Now more waiting. Havnt had internet 6 days now.

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