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BlackMonk30
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Why is my connection so bad ? High latency spikes all day

I’m getting latency spikes all day, making gaming, video calling impossible 

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FrankRomano
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Re: Why is my connection so bad ? High latency spikes all day

Lag can be caused by many different factors, however most often it's network related and usually resolves quickly. Ping spikes and packet loss are a major cause of lag and are often caused by congestion or interference on the route that is used for your data to travel from your personal computer to the server and back.

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BlackMonk30
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Re: Why is my connection so bad ? High latency spikes all day

I factory reset my router around 6pm last night (15.04) and checked my stats this morning 6am, 12 hours. I have a lot of errors on my downstream 

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BlackMonk30
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Re: Why is my connection so bad ? High latency spikes all day

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1171000000638256 qam5
2139000000738256 qam1
31470000006.538256 qam2
41550000006.438256 qam3
51630000006.138256 qam4
61790000005.938256 qam6
71870000005.838256 qam7
81950000005.438256 qam8
9203000000538256 qam9
10211000000538256 qam10
112190000004.838256 qam11
122270000004.638256 qam12
132350000004.538256 qam13
142430000004.438256 qam14
152510000004.438256 qam15
162590000004.538256 qam16
172670000004.538256 qam17
182750000004.338256 qam18
19283000000438256 qam19
20291000000438256 qam20
212990000004.138256 qam21
223070000004.138256 qam22
23315000000438256 qam23
243230000004.138256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.915633
2Locked38.628934
3Locked38.923831
4Locked38.918634
5Locked38.617031
6Locked38.614429
7Locked38.913025
8Locked38.910123
9Locked38.69924
10Locked38.98319
11Locked38.97816
12Locked38.97115
13Locked38.67114
14Locked38.97713
15Locked38.96512
16Locked38.96012
17Locked38.96510
18Locked38.95711
19Locked38.9636
20Locked38.9548
21Locked38.95910
22Locked38.9508
23Locked38.9558
24Locked38.6567
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BlackMonk30
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Re: Why is my connection so bad ? High latency spikes all day

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000043.3512064 qam4
24619999143.3512064 qam3
35370007544.8512064 qam2
46029997643.8512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Ayisha_B
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Re: Why is my connection so bad ? High latency spikes all day

Hello,

 

Welcome back to our Community Forums and thanks for posting. 

 

I am sorry to hear that you are experiencing issues with your service. 

 

I have taken a look at the backend of your services and can see you are currently impacted by an area congestion. 

 

The Fault Reference Number is F008896794 and the estimated fix date is 30 JUN 2021 09:00.

 

Our Engineers are working hard to get this resolved and when completed, any performance issues (particularly at peak times) will be resolved.

 

We do apologise for any inconvenience caused. 

Ayisha_B
Forum Team



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BlackMonk30
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Re: Why is my connection so bad ? High latency spikes all day

Hi,

Thank you for the update. 30th June would mean I have been experiencing these issues for 9 months as I first noticed them back in Oct, it could even be longer.

I'm not confident that the issue would be resolved by 30 June as I have been given fix dates previously which all come and go. Please take no offence to this but all the telephone technicians at your call center in India are not really qualified technicians, they only tell you what a normal person already knows which is to reboot your devices or reset them.

Engineer don't even know what latency is, there are lots of posts on here all relating to latency issues ( not download speed or upload speed ) Download and uploads speeds are fine and all my hub stats are in spec.

Latency spikes are a major issue for people who want to game, video call etc. as it makes these impossible as the connection is unstable.

After months of research and spending a lot of time taking advise and reading up on everything about routers, broadband, network infrastructure i set up a BQM ( Broadband Quality Monitor ) which confirmed the cause of my issues. Over Utilization on my network in my area due to Virgin not having to capacity to meet demands and the only resolution would be for Virgin to expand the capacity, which I am lead to believe this is something Virgin are unlikely invest in.

I would like a detail description of the works planned if possible please that are set to resolve this by 30th June as I'm pretty sure nothing is going to be done and Virgin are hoping  that the end of lockdown on 21st June will ease the congestion on the network. 

I think I speak for a lot on people on here that at the moment Virgins service is awful and filled by false promises, when would like honestly and not constantly being fobbed of and lied to.

Unfortunately I'm contracted to May 2022 and pretty sure that this time next year my issues will still be present. I will give it to the fix date of 30.06 then monitor connection by BQM for the following week and if not resolved i will be asking to leave without termination fee to allow me to go to BT

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Ayisha_B
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Re: Why is my connection so bad ? High latency spikes all day

I can appreciate your concerns and I am sorry about this. 

 

The Fault was first opened 23 MAR 2021 18:12.

 

Unfortunately, I am unable to provide a detailed description of the works being carried out- all I know is our engineers are aware and are working hard to get the issues fixed- the estimated time of fix is subject to change, I do hope this is resolved sooner for you.

 

Over the last year our customers have been using their services more than ever, and data use on our network has increased by up to 95%. We continue to invest in our network to meet this demand and ensure our broadband service continues to deliver the fastest widely-available speeds in the UK. We’re investing more than £1bn in our network – helping to improve performance and reliability for our customers.

 

Feel free to pop back on here with the Fault Reference Number provided for any updates. 

Ayisha_B
Forum Team



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BlackMonk30
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Re: Why is my connection so bad ? High latency spikes all day

Thank you for your reply.

This is what I mean about poor service / uneducated techs, as the issue was only logged 23.03..21 but I have been reporting it and had many conversations with Virgin Techs since October 2020. My first official complaint via the virgin website was logged 14.12.20 and many more reported since, all which I may add have either been fobbed off with " we tired to contact you but unable to get through" which is a load of rubbish as I never received 1 call, or even a missed call or voicemail or they have just not even bothered to respond. 7 complaints in total I have logged online.

I apricate that we are going through a pandemic and demand on the network is high, which is acceptable. The issue is ( not yourself ) but Virgins poor customer service, advise and lies. Its took 6 months (23.03.21) for virgin to admit my issue is down to congestion and apparently doing something about it.

Regards 

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Ayisha_B
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Re: Why is my connection so bad ? High latency spikes all day

Certainly not the level of service we aim to provide and I am really sorry that you are impacted by a congestion outage.

 

Unfortunately, until the work has been completed we are unable to carry out any further diagnostics on your account.

 

The issues you are experiencing will be intermittent. Should you suffer a total loss of service you would be eligible for credits under our Automatic Compensation Scheme.

 

We would also advise rebooting your hub frequently which allows your connection to refresh and the devices to hop onto the least congested channels.

 

Thank you for your continued patience.

 

Kind Regards 

Ayisha_B
Forum Team



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