Huge latency, packet loss. Area 14. Could anyone take a look at it and tell me if I be able to recover.

[ToothlessFairy]

Evening, 

I just got back from work. Normally I would go to play some games before going back to bed but unfortunately, I am a VM customer 🙂 I have to admit, it's my fault, I have been warned to not go with them but I thought, eh screw it I'll try it, I bet they are not that bad as people say. The first few months were alright but suddenly 3 or 4 months ago latency issues and packets loss started to arise. Everybody has their patience limits so I contacted customer service through the complaint form on the website. It turned out that there was a fault which had been fixed a week ago. Sadly problem still occurs, it happens every bloody day, every evening, and every weekend. Recently I started monitoring my connection with BQM. It is bad. At the moment I want to give it a try one last time. If nothing will help I would like to ask for recommendations for a new ISP. Mainly gaming, so latency is a priority. Maybe one day VM will be good choice for gamers, or it's only because of Bradistan, and all the legends are true that this city is a **bleep**hole xD 

Below you will find BQM since the 3rd of December and router details. Oh, I almost forgot, the router is MediaHub3 currently in modem mode as I thought that when I buy 3rd party router things will improve. The only thing the new router gave me is quite a nice QoS and nicely looking thingy on the shelf.

BQM 3rd December , 4th December , 5th December , 6th December , 7th December , and 8th December 

Also, I will add live BQM if anyone would like to check what's going on at the moment.
Live Graph BQM 

Downstream bonded channels

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

1	347000000	6.5	38	256 qam	27
2	187000000	3.7	36	256 qam	7
3	195000000	3.4	36	256 qam	8
4	203000000	2.9	36	256 qam	9
5	211000000	2.5	36	256 qam	10
6	219000000	2	36	256 qam	11
7	227000000	2	36	256 qam	12
8	235000000	2	36	256 qam	13
9	243000000	1.9	36	256 qam	14
10	251000000	2	36	256 qam	15
11	259000000	2.5	36	256 qam	16
12	267000000	3.2	36	256 qam	17
13	275000000	4	37	256 qam	18
14	283000000	5.6	37	256 qam	19
15	291000000	6.5	38	256 qam	20
16	299000000	6	38	256 qam	21
17	307000000	5.6	38	256 qam	22
18	315000000	5.8	37	256 qam	23
19	323000000	6.5	37	256 qam	24
20	331000000	7.5	38	256 qam	25
21	339000000	7	38	256 qam	26
22	355000000	6	38	256 qam	28
23	363000000	5.6	38	256 qam	29
24	371000000	4.9	38	256 qam	30

Downstream bonded channels

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

1	Locked	38.6	232378	0
2	Locked	36.3	310915	119
3	Locked	36.6	301509	84
4	Locked	36.6	301525	110
5	Locked	36.3	309423	98
6	Locked	36.3	322973	89
7	Locked	36.3	321600	92
8	Locked	36.3	316591	65
9	Locked	36.6	305120	68
10	Locked	36.6	303677	38
11	Locked	36.6	301506	28
12	Locked	36.6	298123	9
13	Locked	37.3	279453	8
14	Locked	37.3	241437	3
15	Locked	38.6	208254	1
16	Locked	38.6	225627	0
17	Locked	38.6	242855	0
18	Locked	37.6	250368	1
19	Locked	37.6	228797	0
20	Locked	38.6	203448	0
21	Locked	38.6	219824	0
22	Locked	38.6	239484	0
23	Locked	38.6	241851	1
24	Locked	38.6	251649	15

Upstream bonded channels

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

1	25800000	41	5120	64 qam	8
2	32600000	42.5	5120	64 qam	7
3	39399993	43	5120	64 qam	6
4	46200065	43	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	9	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	1	0

[ToothlessFairy]

Hello, 

Please check the link. Are there any plans to improve the situation? 

BQM 11th January 

I have been told that the issue will be resolved by 31st December last year. Nothing changed sadly. Can you let know to engineers that the network doesn't work?

Kind regards
Lukas

[ToothlessFairy]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/54da64b68d8d5076ae8dafb074dd4d4f6b39f80e-12-01-2022

20% packet loss xD

Hi, 

I am writing here again because today I received a reply that no issue can be found on the virgin side. So my complaint was transferred to o2 customers service **bleep** knows why.

To whoever might be reading this, please tell the area manager that there is a problem and we all will be grateful if anyone could fix it in a reasonable time.

Kind regards
Lukas

[Andrew-G]

The area manager has little control in these matters.  And the way the process (such as it is) deals with over-utilisation can be summarised here.

[Ashleigh_C]

Hi there @ToothlessFairy

Thank you so much for your update and I am so sorry that this has continued! 

I have checked your account again and I can see that the outage to resolve the issues in the area has been extended and the estimated fix date is now January 20th at 3.55pm.

I'm so sorry that this has been extended but hopefully this work will resolve the issues you are facing. 

Are you able to let us know how things are looking after this time?

Thank you. 

[ToothlessFairy]

Evening, 

Again... 

Packet loss, huge pings, dropped connections in various game servers. For don't know how many months now my connection isn't suitable for gaming. This is the main reason I decided to sign a contract with the virgin. It is so frustrating that despite so many calls, so many posts on this forum and so many fck resets of the router I am getting nowhere. 

In the next few days, I am moving out to a new house. Don't bother sending anyone or saying again that the issue will be fixed on some random day. 
At the moment I am waiting to finish my contract and I am done. Never again. Greedy **bleep**s.

I will never recommend your network to anyone who thinks about using their broadband for gaming. Sad thing is that despite my and many other people's complaints you will keep getting new customers and you will keep operating in a such manner.

Below you will find a recent BQM that proves your word is worthless, and the company isn't fixing **bleep**.

Have a great evening.
Regards
Lukas

[ToothlessFairy]

The picture is being checked so I am adding a direct link to today's bqm. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d00f8fb7d1b1c55b5d66e93529b4fa4ae1180eb2-26-01-2022

[Zoie_P]

Hi ToothlessFairy, 

Thank you for taking the time to post and thank you for your update.

I can see form our systems there is a congestion outage in your area, the estimated fix time is 08 FEB 2022 15:50.

Zoie