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Poor Latency & Performance M350 Broadband

Hi all,

Our houehold have been experiencing pretty unrealiable internet for a good while. Though our download speeds have been satisfactory, our connection struggles with more latency demanding activities. Things like gaming and video conferencing suffer from delays, especially during the working day. My son tells me that his character was 'teleporting' in the game due to the high lag, despite his connection to his console being wired.

We've tried resetting the Hub numerous times and it doesn't seem to help at all. We also recently upgraded from M200 to 350 and it doesn't seemed to have helped.

I was hoping if anyone would be able to offer some guidance/help over this. Looking through the forum, I've hopefully included the main things below. Just to note that we have the Virgin Hub 3 in modem mode, and we use a TP-link router Archer_C7 for wifi. Previous posts talk about over-utilisation so am just wondering then if I'm in the same boat.

Downstream bonded channels

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

1203000000-2.440256 qam9
2139000000-138256 qam1
3147000000-0.938256 qam2
4155000000-140256 qam3
5163000000-1.540256 qam4
6171000000-1.540256 qam5
7179000000-1.740256 qam6
8187000000-1.740256 qam7
9195000000-240256 qam8
10211000000-2.540256 qam10
11219000000-2.940256 qam11
12227000000-338256 qam12
13235000000-3.538256 qam13
14243000000-438256 qam14
15251000000-4.538256 qam15
16259000000-4.540256 qam16
17267000000-4.440256 qam17
18275000000-4.538256 qam18
19283000000-4.540256 qam19
20291000000-4.438256 qam20
21299000000-3.938256 qam21
22307000000-3.940256 qam22
23315000000-438256 qam23
24323000000-3.938256 qam24



Downstream bonded channels

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

1Locked40.380
2Locked38.990
3Locked38.98210
4Locked40.3220
5Locked40.3180
6Locked40.3190
7Locked40.970
8Locked40.360
9Locked40.360
10Locked40.3120
11Locked40.360
12Locked38.960
13Locked38.980
14Locked38.970
15Locked38.9140
16Locked40.3110
17Locked40.350
18Locked38.9120
19Locked40.3160
20Locked38.9190
21Locked38.670
22Locked40.3130
23Locked38.980
24Locked38.970

 

Upstream bonded channels

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

14620000049.3512064 qam3
23260000049.3512064 qam5
33940000049.3512064 qam4
45370000949.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

Live BQM link - the single red line is from when we turned the internet on and off. I've had the monitor on during the work week and the spikes are very similar to the one below.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aa026bebe8108373bc71952da6c2fa734d...

BQM from Tuesday:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/13d986e4ca91dbadc1a967e827702e9deb20ee5d-17-11-2020

 

Most recent speed test - I turned off wifi and connected an ethernet from the router directly into my computer for the test. Whenever I do these tests, the 'download' latency section is often surprisingly high - like 500ms level.

https://www.thinkbroadband.com/_assets/speedtest/button/1606058158305521955.png

 

Thanks in advance if you are able to shed some light on this,

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Re: Poor Latency & Performance M350 Broadband

@Buffalo29 Thanks in advance if you are able to shed some light on this,

I think I can.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Poor Latency & Performance M350 Broadband

Thanks for the response,

 

Not ideal I'll admit, but at least I know it's not something obviously from my end causing the issue.

Maybe next week Virgin will be able to shed some light on this hopefully...

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