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Ping spiking intermittently in games.

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woodb
Tuning in

on ‎15-03-2022 21:51

Hi,

Having a continued issue with ping while playing games online. Most of the time it can be fine, but then for hours at a time my ping will shoot up to 100-200 for 1-2 pings and then come back down to normal (around 30-40 to German servers for example). When that happens, my character "lags out" for that second and then goes back to normal. The issue is this happens every 10 seconds or so making playing online games impossible for the time it is going on. I was wondering what could be causing it as I have tried a new ethernet cable (going straight to the router), a different machine, different games (fps games as this is affected the most), resetting router, factory resetting etc. 

Is it just the case of high load at certain times of the day slowing it down? My download speed on speedtests stays fine it's just the ping.A ping test website showing the occasional high pings.A ping test website showing the occasional high pings.

Thanks for any help on this.

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Andrew-G
Alessandro Volta
In response to woodb

on ‎18-03-2022 13:44

That's a very messed up connection.  I'll mark for staff to advise, but looks like a technician visit is needed.

See where this Helpful Answer was posted

10 REPLIES 10

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Andrew-G
Alessandro Volta

on ‎16-03-2022 07:01

The generally preferred tool for checking latency is a Thinkbroadband BQM.  That'll show what's if there's anything going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

You may also to post the hub status data.  Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

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woodb
Tuning in
In response to Andrew-G

on ‎16-03-2022 21:51

Hi,

Thanks for getting back to me so quick.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9ef4155f0401fc06cbaedc4704140c28e...

That should link to the live graph I set up just, let me know if it doesn't work though.

The logs I got from checking router status are:

Downstream:

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

135500000012.240QAM 25628
213900000012.539QAM 2561
314700000012.239QAM 2562
41550000001239QAM 2563
516300000011.639QAM 2564
617100000011.239QAM 2565
71790000001139QAM 2566
818700000010.839QAM 2567
91950000001139QAM 2568
1020300000011.339QAM 2569
1121100000011.639QAM 25610
1221900000010.338QAM 25611
132270000009.338QAM 25612
142350000009.338QAM 25613
152430000009.538QAM 25614
162510000009.438QAM 25615
172590000009.638QAM 25616
182670000009.738QAM 25617
192750000009.638QAM 25618
202830000009.238QAM 25619
21291000000938QAM 25620
222990000009.239QAM 25621
233070000009.739QAM 25622
2431500000010.439QAM 25623
2532300000011.340QAM 25624
2633100000011.940QAM 25625
2733900000012.240QAM 25626
2834700000012.340QAM 25627
2936300000012.240QAM 25629
3037100000012.240QAM 25630
3137900000012.340QAM 25631

Downstream bonded channels

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

1Locked4027872
2Locked3956975
3Locked392352
4Locked390327
5Locked390328
6Locked390301
7Locked390312
8Locked390343
9Locked390383
10Locked3915580
11Locked3919313
12Locked3815545
13Locked3814645
14Locked380526
15Locked3858510
16Locked3853557
17Locked3813582
18Locked380480
19Locked380517
20Locked3859613
21Locked386613
22Locked390666
23Locked390636
24Locked390653
25Locked400663
26Locked400767
27Locked4010842
28Locked4012409
29Locked40121180
30Locked40151586
31Locked4015654

 

Upstream:

Upstream bonded channels

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

16030000043.35120QAM 649
25370000043.55120QAM 6410
346200000445120QAM 6411

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000

 

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woodb
Tuning in
In response to woodb

on ‎16-03-2022 21:51

Network Log:

Network Log

Time Priority Description

16-03-2022 20:42:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 20:41:00noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 20:33:45noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 20:31:13noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 19:14:47noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 19:12:52noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:48:25noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:45:04noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:43:25noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:32:45noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:31:27noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:28:25noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:21:56noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:19:33noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:17:02noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:14:22noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:08:42noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:04:48noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:04:29noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 18:01:45noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 16:02:19noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 15:48:31noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 15:08:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 15:02:51noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:52:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:50:31noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:33:20noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:31:21noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:19:40noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:17:45noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:15:46noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-03-2022 14:06:31notice

CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

Hopefully this is helpful to you and I appreciate the help.

Had to create a second post for character limit.

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Andrew-G
Alessandro Volta
In response to woodb

on ‎18-03-2022 13:44

That's a very messed up connection.  I'll mark for staff to advise, but looks like a technician visit is needed.

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Steven_L
Forum Team
Forum Team
In response to woodb

on ‎18-03-2022 14:05

Hey @woodb,

Welcome back to the community and thanks for taking the time to post your issue on the forums.

I have been able to locate your account and can see that you have issues with your downstream power levels and this will need a technician visit to resolve this problem.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
 

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woodb
Tuning in
In response to Steven_L

on ‎18-05-2022 18:30

Hi Steven,

Sent you a message about this as it went alright for a while and has started happening again recently. I understand this was 2 months ago since this was opened so could you let me know the best way to get help with this, whether I need to call Virgin Media up directly about this or open a new post with the details on the issue. The past 2 days have been impossible to play anything online without lag and the graph that I posted before is still running on my broadband as it shows the last 2 days being really unstable latency wise.

Thanks again,

Ben.

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Vikki_M
Forum Team
Forum Team
In response to woodb

on ‎20-05-2022 18:37

Hi @woodb

 

I have taken a look at things from our side and an engineer would still be required.

 

I will send you a private message now to obtain some further details to arrange the engineer.

 

Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 

Vikki - Forum Team


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woodb
Tuning in
In response to Vikki_M

on ‎23-07-2022 18:51

Hi again,

Could this be reopened again, put up with the connection issues for a while but as of the last few days it has gotten unplayable again. I gave it the benefit of the doubt to be due to high load at times but its been unusable for 4 days now all day long. Compared it with someone else also on Virgin and their conenction is fine.

My own fault for not getting it looked at 2 months ago but thought it might get better which it hasn't.

Thanks,

woodb.

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Kath_F
Forum Team
Forum Team
In response to woodb

on ‎25-07-2022 19:39

Hi woodb, 

Thanks for your post and apologies to hear you are having an issue with your connection again. 

I've taken a look here and can see that your downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F ✨
Forum Team

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