Ping spikes since switching to VM and can't get through to anyone
Switched to VM in NOV 2024 on 18 month contract (M350) and get short ping spikes, spikes to anywhere between 100ms and 1000ms for like half a second then comes back down, every minute or so. Dealt with it for a few months maybe thinking it was just because I think VM recently became available in my area but now its just getting obnoxious. Past 2 weeks connection has been fully dropping for 5 to 30 minutes at a time at least once a day. Set up a BQM on thinkbroadband.com quite a while ago. Tried to call, can't get through to a human being. Can't chat to anyone online now because all it say is theres an issue and they are dealing with it but when it gets to the resolution date it just changes the date to the next day. Just would like any input on what I can do, don't want to pay cancellation fee but cant get through to anyone and would like to know whats going on in my area as others on VM in other places are fine. BQM Link for todays graph - https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ab13255d0ee07331592fb9735b44fc3dd47ac36Unresolved High Latency - Terrible customer service.
Hello, Im a customer of roughly 10 years+ and I’m experiencing ongoing broadband performance issues with Virgin Media since January 2025, including high latency, packet loss, and inconsistent speeds across both wired and wireless devices. This has made basic internet use — like streaming, using virtual desktops, or even signing into websites — extremely unreliable. Despite: • 3 engineer visits • A new router • Countless phone calls and promises …the issue is still unresolved. Third-Party Diagnostics: I had a third-party company run diagnostics, including a traceroute. Their analysis showed: • Data travels smoothly until reaching Virgin Media’s Luton data centre • From there, it appears to hit a problem with overloaded infrastructure or routing before reaching my home. • The traceroute could not even complete beyond Luton, indicating serious issues in the Virgin Media network itself They confirmed that the fault appears to lie within Virgin’s internal routing and node load balancing, and not with anything in my home setup. Complaint Handling Issues: This has been escalated through Virgin Media’s complaint process — but their handling of the complaint raises serious concerns: • A manager promised I could send in my diagnostic evidence via email — but never followed up • Another manager claimed engineers could “re-route” data to avoid congestion — this never happened • Virgin Media has closed my complaint without my consent, even though it remains unresolved • They have told me to wait up to 28 days for a deadlock letter, preventing me from escalating the issue to the Communications Ombudsman • They promised the 3rd engineer could re-route data, but he didn't Ofcom General Condition Violations: This handling may constitute a breach of the Ofcom General Conditions of Entitlement, including: • GC C4.5: A provider must not close a complaint unless the customer agrees it is resolved or they issue a deadlock letter • GC C4.8: Providers must not unduly delay issuing a deadlock letter • GC C4.1–4.4: Sets expectations for fair, accessible, and efficient complaint handling Additional Issues: • The Virgin Media website and app often fail to load, meaning I can’t manage my account or track the complaint properly • Some sites won’t even load until I refresh several times, High ping, Buffering and Low Quality Streaming • I’ve seen others on this forum and elsewhere with similar unresolved latency and routing issues I am in the process of escalating to the Communication Ombudsman since VM want to issue an unnecessary and long 28 day wait for a deadlock letter and the issue is obviously unresolved and at a deadlock with managers contradicting each other. I just want my normal internet service back.High Latency and Packet loss for gaming and websites.
Hi, Since about February I've been experiencing very high latency in online games such as World of Warcraft (pings of up to circa 14k, huge lag spikes every couple of minutes and frequent disconnects which make gaming more or less impossible). I have started seeing similar issues with other online games recently too and websites where a connection is maintained (roll20.net for example) often lag out and take time to load. The issue exists for me on both wired Ethernet and Wi-fi and exists on 2 separate PC's in my house, one running Win 11 and one running Win 10. If I switch to a VPN, the issue resolves and I no longer suffer latency and lag spikes so I believe my home equipment is sound. Using a VPN permanently is not a viable solution however and I need this resolved. I have been running a BQM graph for some time posted here below but it doesn't indicate significant issues that I can see. I have also run traceroutes through both WinMTR and Pingplotter and the issue seems to consistently begin at a hop labelled "aor.uk-lon03a-ri1.network.virginmedia.net" where I frequently start to see up to 100% packet loss on the route to whichever server I'm trying to trace. I have had an engineer call out, he checked all my equipment and the local exchange on my street and confirmed all was working correctly and also ran tests from my pc to confirm the router is operating properly. The router has also been replaced about 6 months ago as I believed at the time that may have been the issue but the problem has persisted. I am on a 1Gbit plan with a Hub5. I do not use modem mode. Everything I'm seeing indicates a problem with the particular network hop so I'm hoping someone can take a look for me. <a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/bdca13531fcbaf42dd7fc257708c2371d258617d"><img alt="My Broadband Ping - Home" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/bdca13531fcbaf42dd7fc257708c2371d258617d.png" /></a> Thanks in advanceHigh latency errors on my network (Superhub in modem mode) - Logs attached
I have my Superhub in Modem mode and have a UniFi setup at home. Speed 1Gb up / 100Mb down. Getting an error every night: "Primary internet is experiencing high latency. Please restart the modem or contact the ISP if this persists." Anyone see any issues in the logs? (obscured the MAC's) Network Log Time Priority Description 11-01-2025 10:52:25 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:43:02 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:43:02 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:32:55 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:32:55 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 02:51:47 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 02:51:47 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 01:48:23 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 01:48:23 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:32:51 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:26:39 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:26:39 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:22:52 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:16:36 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:16:36 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 14:56:00 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 13:05:08 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 13:05:08 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 12:55:03 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 12:55:03 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 20:01:30 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 19:56:40 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 19:56:40 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:58:16 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:52:31 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:52:31 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:22:20 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:12:02 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:12:02 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 08-01-2025 08:21:56 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 08-01-2025 08:20:37 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 06-01-2025 14:17:40 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Latency Issues
Hello, Just had virgin fibre installed and my latency in game seems to be about 20ms higher than it was with BT (not FTTP). What is going on? surely virgin FTTP should be faster latency? I attach image of my latency trace also. It seems to be constantly spiking up and down in a strange fashion every 15 minutes. [MOD EDIT: IMAGE REMOVED DUE TO PERSONAL INFORMATION BEING DISPLAYED]Internet freezes/lags and hub loses connection
Hi everyone, hoping someone maybe able to help or can give some tips. I have a hub 3.0 in modem only mode with an ASUS router for my home network - has generally worked well for the last couple of years but over the last month or so have been suffering from freezes during Teams calls and occasionally a complete drop with the hub phone light blinking red and the hub requiring a reboot to restore a connection (local network through the ASUS router remains fine) I have setup BQM and copied logs from the virgin hub/modem which are both shown below. It appears to show lots of errors but not sure if these are 'normal' or whether there is anything I need to do / should be worried about? Thanks in advance for any help Time Priority Description 01/10/2024 15:51 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/10/2024 15:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;WiFi packet loss and high latency. Ethernet port dead
Recently I have been getting constant packet loss and very high latency while gaming on PS5 over WiFi. It has been going on for a week straight now. I have tried restarting my router and my console to no avail. It may be unrelated, but the ethernet port in the wall by my PS5 no longer provides any connection. Looking for any advice or suggestions. My router logs are below.Unstable ping/latency & packet loss
Hi, Like quite a few others, over the past few months my Gig1 connection has been suffering from periods of high latency & packet loss. This doesn't really affect streaming, web browsing etc, but it totally kills any kind of competitive gaming. I've tried factory resetting the router, reseating connections etc. Nothing's worked. Does anyone have any advice? Todays graph so far: Yesterday: Saturday: Some stats... Item Status CommentsChannel Overview Downstream Upstream Cable Modem Status Online DOCSIS 3.1 Primary downstream channel Locked SC-QAM DOCSIS 3.0 channels 31 6 DOCSIS 3.1 channels 1 0 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 25 331000000 -6.599998 35.779911 QAM256 25 1 139000000 -6.099998 35.595078 QAM256 1 2 147000000 -6.500000 35.595078 QAM256 2 3 155000000 -6.700001 35.595078 QAM256 3 4 163000000 -6.799999 35.595078 QAM256 4 5 171000000 -6.799999 35.595078 QAM256 5 6 179000000 -6.700001 35.595078 QAM256 6 7 187000000 -6.400002 35.595078 QAM256 7 8 195000000 -6.299999 35.779911 QAM256 8 9 203000000 -6.099998 35.779911 QAM256 9 10 211000000 -5.799999 35.779911 QAM256 10 11 219000000 -5.700001 35.595078 QAM256 11 12 227000000 -5.400002 35.779911 QAM256 12 13 235000000 -5.299999 35.779911 QAM256 13 14 243000000 -5.200001 36.386890 QAM256 14 15 251000000 -5.200001 35.779911 QAM256 15 16 259000000 -5.099998 35.779911 QAM256 16 17 267000000 -5.400002 35.779911 QAM256 17 18 275000000 -5.599998 35.595078 QAM256 18 19 283000000 -5.900002 35.779911 QAM256 19 20 291000000 -6.000000 35.779911 QAM256 20 21 299000000 -5.599998 35.779911 QAM256 21 22 307000000 -5.700001 35.595078 QAM256 22 23 315000000 -6.000000 35.779911 QAM256 23 24 323000000 -6.400002 35.779911 QAM256 24 26 339000000 -6.599998 35.779911 QAM256 26 27 347000000 -6.500000 35.779911 QAM256 27 28 355000000 -6.500000 35.779911 QAM256 28 29 363000000 -6.400002 36.386890 QAM256 29 30 371000000 -6.299999 36.386890 QAM256 30 31 379000000 -6.299999 36.386890 QAM256 31High latency in valorant to London server
Hi, I've reached out a few times to both Riot and Virgin 150 support numbers and not had much luck. I get passed back and forth. I'm trying to resolve ping issues im getting. Currently I ping 40 to London, 30 to Frankfurt and then 40 again to Paris when trying to play VALORANT despite living in the UK. I'm trying to see what I can do or ask or who I can ask to try bring better routing so that my London server UK ping is way down. I play with a wired ethernet directly into the router. I've done a full reboot via the pin as suggested. I have also tried doing everything from Riots side they recommended, which was diagnostic tools and DNS flushing. Desperately need some help and advice as its tied to my income slightly and want to be playing on the lowest ping possible for it
