Latency Spikes

[Rishi_Chopra]

Hi all, had VM installed around 10 days ago now, I have the Hub 5x, whether it’s wireless, or with Ethernet hooked up to my Xbox (which is the main annoyance) I have high latency spikes that last around 10 seconds, I would say these occur around every 30 minutes, now that may not sound awful but for a competitive gamer it can get quite frustrating, is there any way to fix this, when I run the ping test on CMD the ping spikes to over 2000, and when I log in online to view my Hub 5x settings, when I run the network diagnostic tool, it says that my home network has a few problems, and it highlights the part saying “checking Ethernet connections” I’ve read quite a few of the posts involving latency spikes and the only one that seemed like a fix was to do with changing the settings, and unfortunately it was from 6 years ago so was quite outdated, I’ve also seen people requesting tests etc, now even though I’m a gamer I’m not quite the tech wizard, so if you request these things in the replies, could you explain it easily for me as I do have a hard time following instructions sometimes.

[Rishi_Chopra]

will definitely attempt to contact them and bring this up, however I’ve heard so many complaints about it being so difficult to get through to a real human, do you know the best way to get through to them or do I just have to call and hope I eventually get lucky 

[Rishi_Chopra]

would appreciate a response from someone on the forum team as it’s been 5 days now 

[Gareth_L]

Hi Rishi_Chopra

Thanks for your first and welcome to our community.

We're sorry to hear about the latency spikes you are getting.

We are able to run a few tests from here to check hub, check levels etc.

However with the Hub 5x it is normally dealt with by a specialist team.

Can we ask if you have been able to contact our team since your last post?

Gareth_L

[Rishi_Chopra]

yes and they couldn’t seem to help 

[Gareth_L]

Hello again

Let's take a look into this for you then. 

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[legacy1]

Its simple VM stop DoS peoples connection for USELESS Statistics! We know your staggering the hubs to do speed test which means nothing! How about you synchronization all hub to do speed test at the same time! No! I wonder why because its useless no matter what way you do it SO STOP PLEASE!

In fact I have a great idea! passive Statistics!

[Rishi_Chopra]

replied to ur private message with the info requested just waiting on a response 

[Rishi_Chopra]

when I got the private message response and after giving the requested security details, I was told that they cannot help as I have the Hub 5x and that I would have to ring again, every time I ring and answer the automated questions, the call is ended and I am sent an SMS with a link which ends up telling me I need to fully reset my hub, which I have already done and it didn’t work, how do I speak to a real human to ask them to stop conducting these remote speed tests that are causing me latency spikes every hour 

[Rishi_Chopra]

managed to get through to a real human, didn’t seem to understand that my issue wasn’t with the download speed but with the latency spikes every hour, booked for an engineer to come on Monday, hopefully he will understand the issue and be able to fix it, don’t have much hope though.

[jpeg1]

Make sure the technician sees the BQM trace, and please post any progress here to help others with the same problem.