Intermittent broadband, latency issues, packet loss
Hello. I have been with virgin broadband for about 8 months now and I have had nothing but an intermittent service. It is beyond frustrating as I have sky stream and suffer from streaming issues all the time. I have set up a broadband quality monitor since June and it clearly shows high latency issues and dropped packets all the time. I have had visits from two engineers that have changed the cables inside my property and outside but the problem persists. i have no idea what to do now and I am desperate for help. This BQM is a typical example of what I have faced daily since joining Virgin Media.Hub 5x, 2gig up/down - packet loss / latency / disconnects every 30 mins
Hi, seems I am another victim of this disconnect and packet loss issue with 5x hub and 2gig fiber, which occurs every 30mins, which seems to be caused by 'RealSpeed' checking the speed of my connection (?!). Can someone from support PLEASE stop this from happening to my service? I need this resolved asap as I rely on the connection for WFH, competitive gaming and streaming with friends. The constant disconnects are making all 3 impossible to work with. Here's the issue SOLVED by doing exactly that (getting someone to turn off the auto speed testing): https://community.virginmedia.com/discussions/Wireless/upgraded-to-2gig-and-see-ping-time-outs-and-youtube-buffering/5537915/replies/5546444 It's extremely worrying that I can find many threads nearly 2 years old with this same issue. Waited nearly 6 months for the install due to 4 rescheduled installations - now this... feeling like I should've waited for BT to reach my area. 😢Packet loss issue?
Hi, I seem to be having packet loss issues at the moment, very evident when playing online games, or running any test I will see the packet loss noted at around 3%. I ran my Hub stats into AI and got the following; Downstream Power Levels Range: from +3.7 dBmV (channel 11) down to +0.7 dBmV (channels 28-30) Ideal range for Virgin: -6 to +10 dBmV, recommended ±7 dBmV, best within ±5 dBmV Your levels are technically within spec, but the spread is about 3 dB across the band and they tilt downwards with frequency (lower frequencies stronger, higher frequencies weaker). The lowest channels are sitting at +0.7 to +0.9 dBmV – this is very close to the bottom edge of acceptable. Virgin’s own engineers often say anything under +1 dBmV starts to become marginal, especially if it drops further in hot weather or with temperature changes.2. Downstream SNR / RxMER 3.0 channels: 36–38 dB → perfectly fine for QAM256 (needs >33-34 dB minimum) 3.1 channel (OFDMA): the RxMER column shows “0” which is normal – it’s not reported the same way. The important figure is the PLC Power at +2.5 dBmV – healthy. No noise issues visible here.3. Error counters – this is the key part3.0 channels (QAM256): Almost completely clean – only a handful of Pre-RS errors on the very lowest frequency channels and zero Post-RS (uncorrectable) errors on any 3.0 channel. This is excellent – basically no packet loss coming from the 3.0 part of the spectrum. 3.1 channel (channel 159 – the high-split OFDMA channel that carries most of your speed): Corrected errors: 582,918,780 Uncorrectable errors: 0 That corrected number is huge – over half a billion FEC-corrected codewords. But crucially zero uncorrectables.What this means: The 3.1 channel is having to work quite hard correcting errors (likely because some of your downstream power levels are on the low side and possibly some ingress/noise on the higher frequencies), but the modem is successfully correcting everything before it turns into actual packet loss.So right now you are not seeing packet loss that reaches your devices – the hub is fixing it all at the physical layer. So it would seem that I am not getting any packet loss, however when you look at the thinkbroadband BQM you can see the packet loss. What can I do about this? Also my upload speed is currently around 22Mbps on the Gig1 plan.
Intermittent packet loss with error Unicast Maintenance Ranging attempted - No response and T3 timeouts
My Virgin 1Gig broadband is experiencing packet loss every few days for a few minutes each time. I'm running my Hub 5 in Modem mode and my Unifi UDR7 router records these incidents with exact timings. They usually though not always coincide with errors in the log of my Virgin Hub 5. I've added screenshots of the errors in the Hub 5 as well as general connection info in case there are issues with signal strength etc. I tried rebooting the Hub 5 and noticed there were some fresh errors following reboot so I've added screenshots of those too. Hopefully some of you smart folk out there can point me in the right direction for solving this. Apart from these intermittent dropouts my connection is working great!High packet loss, Area 12
In the B37 6 area of Birmingham, I've been getting high packet loss warnings from about 1520 continuously. The amount is ranging between 19-21% and is causing my router to switch to its fallback connection. There's nothing in the router log to suggest anything amiss, except for dozens upon dozens of profile changes: Time Priority Description 31-08-2025 17:01:29 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 31-08-2025 15:57:41 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 30-08-2025 16:33:51 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 30-08-2025 15:30:02 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 30-08-2025 00:36:46 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 29-08-2025 23:32:57 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; 26-08-2025 01:11:33 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=8c:9a:8f:13:39:4d;CMTS-MAC=00:01:5c:85:c8:70;CM-QOS=1.1;CM-VER=3.1; Voltages seem pretty much in order: 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 41 6.3 2162417368 63 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 6 10.4 30.5 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6 OFDMA 208 74000000 36 0 Other useful information: Earlier this year we had a new cable pulled from the headend because we're right on the threshhold for gigabit+ service, and needed the higher spec coax. We'd been having consistent connection bounces before that. Approx 2 months ago we had to replace the Hub5 because it completely failed - dead, no power, no response. Any thoughts anyone?Hub 5x Outage and Firmware Update
Further to previous posts So my Internet only works in DMZ or wih a VPN Without those on Ive run a Ping Test for 5 Min I get spike readings of up to 8000 on a ping Test but settles down to under 20 but seems to go above 500 every min or so Then used another testing site and got this I had no issues until Outage last wednesday and then a firmware update Virgin not helping say resolved but keep probing say relate to outage Total packets Sent: 2620, Received: 319 Call Quality Estimation: Overall estimated call quality score based on round trip delay, jitter, and packet loss rate. 4.5: Excellent (Imperceptible) 4.0: Good (Perceptible but not annoying) 3.0: Fair (Slightly annoying) 2.0: Poor (Annoying) 1.0: Bad (Very Annoying) Your Results: Average Score: 1.18, Minimum Score: 1.00 Packet Loss Rate(%): Packet loss happens when a packet does not arrive, arrives out of order, or arrives too late. > 10.0: Might cause frozen video and broken audio. >= 2.0: Might cause low video FPS, and audio quality might be affected. < 2.0: Video/Audio quality will not be affected. Your Results: Average Loss(%): 91.46, Highest Loss(%): 100.00 Average Round Trip Time(ms): Time it took to send a packet to the server and receive it back. > 300: Might cause unnatural delays in an audio conversation and disconnect between audio and video. Your Results: Average Delay(ms): 2.25, Max Delay(ms): 23.00
Worthwhile to Pursue An Engineer/Technician Visit?
Hi folks. Just posting to ask if it is worthwhile to pursue a possible engineer/technician visit to my home. Introductory Info Some basic introductory info about my setup is: M350 package. Hub 5. Hub being run in router mode. Wired setup to my single device. (Presently, I only connect to a desktop computer.) I have had a good run of connection performance since my last problem with VM, which was back in 2023 (and which got sorted). Problem My download speeds and general internet performance have been really lacking today. In particular, simple tasks like web page loading have been taking a very long time. Tests I have run some tests, and have been a little disconcerted at the results. Here are the test results. Test 1. Speed Test via SpeedTest.net I ran a “classic” speed test at https://www.speedtest.net. Here is the result (23/05/2025): The result is disappointing, given that I am on the M350 package. Test 2. Speed Test via Fast.com I ran another fairly rudimentary speed test at https://www.fast.com. Here is the result (23/05/2025): Again, the result is disappointing, given that I am on the M350 package. Test 3. Speed Test via SamKnows.com/RealSpeed I ran a SamKnows “real speed” test at: https://www.samknows.com/realspeed/ Here is the result (23/05/2025): The result is disconcerting. There is a very large disparity between speed to my router/hub, versus speed to my device. Test 4. BQM (Broadband Quality Monitor) Snapshots Here is the result for 22/05/2025: Also, here is a link to my live and ongoing snapshot: https://www.thinkbroadband.com/broadband/monitoring/quality/share/d57ddb32ce73f6c17be094e3b7602e5e1af7945d The result is disconcerting. There are some instances of packet loss, and some instances of latency creeping up. Test 5. VM Telephone Service-Status Check I called the VM service status check number (0800 561 0061). The automated telephone system reported no problems in my area. Test 6. VM Web/Online Service-Status Check I ran a service status check via my account page. I believe this is the same check that can be performed without actually logging a VM account. The publicly available check page is here: https://www.virginmedia.com/help/check/status Here is the result: i.e., the result came back with an indication that there is an “intermittent signal in my area”. I was invited to check back in circa 22 hours, with the potential option of taking-up a technician visit.Recent packet loss and large ping spikes
Hi. I have recently (maybe in the past month or so, unsure when it specifically started) been experiencing random ping spikes and packet loss, making the internet unusable for several minutes, this includes web pages never loading and online games becoming unplayable due to the high ping and packet loss. This occurs seemingly at random, for about 2 minutes, and then returns to normal, until the next time it happens. I've been with virgin in my current property for over 2 years and have never had issues like this before, I'd maybe have ping spikes once every 4-5 months for a few seconds, and then return to normal but nothing like this. I am on a wired connection to my router, and as stated above, this has been basically flawless up until about a month ago. I've used thinkbroadband.com to get some graphs for my internet over the past week or so, and you can clearly see where the issues are occurring. I've attached graphs for these dates, in reverse order (not sure why they uploaded like this) Sunday 1st June (Now) -> Saturday 31st May -> etc. etc. -> Monday 26th May I hope someone can help. Cheers [MOD EDIT: Images removed]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 advance
