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Packet loss / game disconnects

Joining in

i've been with virgin for a while now and i'm on the rolling contract. i've been getting issues where i'm disconnected from (pretty much all) online video games up to 5 times per evening. 


the overall connection is fine and i remain connected to other services (even multiple instances of the same game)


i've long suspected packet loss and ran a winMTR that has pretty much confirmed this. please see below. i'd like this fixed so i can continue with Virgin media but i'll swap to a different provider if this can't be resolved;


i have a Super Hub VMDG490, ethernet connection. hub lights are no different the entire time


| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
| - 25 | 1321 | 1001 | 0 | 0 | 14 | 0 |
| - 1 | 2569 | 2567 | 5 | 12 | 34 | 7 |
| - 1 | 2573 | 2572 | 7 | 14 | 38 | 14 |
| No response from host - 100 | 521 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 521 | 0 | 0 | 0 | 0 | 0 |
| - 1 | 2573 | 2572 | 14 | 21 | 108 | 20 |
| - 1 | 2569 | 2567 | 15 | 25 | 112 | 19 |
| - 1 | 2573 | 2572 | 21 | 30 | 136 | 45 |
| - 1 | 2494 | 2477 | 21 | 57 | 3687 | 3302 |
| - 0 | 2577 | 2577 | 21 | 28 | 64 | 29 |
| - 1 | 2573 | 2572 | 0 | 28 | 60 | 32 |
| - 1 | 2569 | 2567 | 0 | 28 | 46 | 27 |
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider




Forum Team
Forum Team

Hi there Spouderman, thanks for posting on our help forum today and a warm welcome to our community.

Sorry to hear of this issue with the BB service and performance while gaming, could you please let us know more on this so we can best assist and advise further?
Are you using any 3rd party equipment (e.g. hub) and using the VM router in modem mode currently?

Also, as your pc / console is connecting via ethernet when this issue occurs, is the problem unique to this device or more/all the devices lose connection/have performance issues at the same time when this happens (wired and / or wireless)?

You may also try running a few speed tests on this page here, where you can test the speeds while a) on router mode, b) modem mode and c) safe mode to see if the performance issue persists on all types of connections and modes (on ethernet preferably). 
Whats the service speed you're on atm and are you getting the correct speeds for your package? 
For our estimated BB speeds please check here

If you notice the problem is still ongoing, you can try the below:

Set up a BQM monitor  at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link:

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and then click OK.

(This is the link you can hyperlink where it says broadband quality monitor -

Please, kindly check and let us know of the above and we're eager to best help with this issue.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi Adri, thanks for the quick response,

to quickfire some answers over;

no 3rd party equipment, my pc is connected by ethernet directly into the superhub

not in modem mode

hard to tell on the other devices because it presents differently across different applications, i have, however tried using a different PC, different ethernet ports in the hub and encountered the same issue. sometimes the smart tv has issues starting a new episode of a show, but closing the streaming service and restarting it usually fixes - no idea if related (but also not bothered by this)

i'm on M200 - the hyperlink for speed tests comes up as 404 page not found - however i've never noticed speed to be an issue, i typically download games at 25-30 mb/s on steam etc

i've set up a live graph


i'll leave this pc running for the graph to populate throughout the day

here's the link for the day 

Thanks @Spounderman, doesn't look like there are too many issues with the connection, going by the graph -  few spikes during what would be peak hours.

Does this happen on all games on the PC, or is this one particular game?

If this is multiple games, are these from the same manufacturer? 

Kindest regards,


Hi David, 

a collection of games, various publishers;

PSO2 - sega - disconnect during gameplay - kicked back to login screen

WOW - blizzard - disconnect during gameplay - kicked back to reconnect screen
GW2 - Arenanet - disconnect after long cutscenes - kicked back to login screen

FFXIV - square enix - disconnect during loading screens - kicked back to login screen

League of legends - RIOT games - presents as a lagspike

Destiny 2 - Bungie (on PS5) - presents as a lagspike

there's more but i hope that's enough variety.

Hi Spouderman,

Thank you for reaching back out, I was able to locate you on our system with the details we have for you and after running full checks was unable to find any issues our end, I can see your Router hasn't been rebooted for over 30 days.

Please check all internal connections are hand tight, once done unplug from the power leave 2 minutes then plug back in.



Just to add to this thread.

I also have issues with GW2 dropping connection to the game server during cutscenes, and there's a second memer of our guild with VM broadband who also has issues.  No other guild members have these dropouts, so it can't really be a server issue.

I play on 2 computers - one connected via ethernet, the other via wifi, they both have the same problem.

Forum Team (Retired)
Forum Team (Retired)

Hi steelysteph, 

Thank you for posting. 

I am sorry to hear you are experiencing issues similar to the original post. 

Can you please confirm if you are experiencing this issue on any other game or if there are any problems with the broadband service on other devices at all?




Hello Nat, no issues with any other game or service on all devices.

Just Guild Wars 2 losing connection with the game server.