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 advancePacket loss
Been getting packet loss for at least 4 months now consistently , Currently on hub 5 router mode, upgraded plan to Gigabit broadband, changed ethernet cable and tried tp link powerline adapters none of them yet to fix my issue. Notes: Gets alot worse when more people are on the wifi. The later in the day the more packets get lost it seems. (Tests taken at 7pm) currently using an ethernet cable from router to computer for this test.Inconsistent service, delayed/late packets or packet loss (BQM, Waveform, Router Logs provided)
Hi. I have been struggling with an issue for months now, and it progressively keeps getting worse. Broadband speeds are fine, I have the 500m package. I do get consistent 500/50mpbs, however playing online games is unbearable, constant rubber-banding and network inaccuracies, constant ping spikes and packet loss to the servers in and outside of the UK, but of course it gets worse outside of the UK. My current setup consists of this: VM Hub3 in modem mode (almost an 8 year old router) TP-Link Archer C80 Cat 6a ethernet wiring (I do not use WiFi for my PC) Things I have tried already with no fix in sight: Restarting and factory resetting VM Hub3 Restarting and factory resetting Archer C80 Testing over WiFi Isolating connection to my PC only and testing Different ethernet cabling My BQM and Waveform Bufferbloat Test: BQM Waveform Bufferbloat Status Item Status Comments Acquired Downstream Channel (Hz) 330750000 Locked Ranged Upstream Channel (Hz) 36599971 Locked Provisioning State Online Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 330750000 12.8 40 256 qam 25 2 138750000 11 40 256 qam 1 3 202750000 10.8 40 256 qam 9 4 226750000 11.3 40 256 qam 12 5 234750000 11.1 40 256 qam 13 6 258750000 11.8 40 256 qam 16 7 266750000 11.9 40 256 qam 17 8 290750000 12 40 256 qam 20 9 298750000 12.5 40 256 qam 21 10 322750000 12.5 40 256 qam 24 11 338750000 12.8 40 256 qam 26 12 346750000 12.8 40 256 qam 27 13 354750000 13 40 256 qam 28 14 362750000 12.8 40 256 qam 29 15 370750000 13 40 256 qam 30 16 378750000 12.4 40 256 qam 31 17 386750000 12.6 40 256 qam 32 18 394750000 12.6 40 256 qam 33 19 402750000 12.9 40 256 qam 34 20 410750000 13 40 256 qam 35 21 514750000 13 40 256 qam 36 22 522750000 13.5 40 256 qam 37 23 530750000 13 40 256 qam 38 24 538750000 13.4 40 256 qam 39 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40.3 9 0 2 Locked 40.3 18 0 3 Locked 40.3 8 0 4 Locked 40.9 9 0 5 Locked 40.3 8 0 6 Locked 40.3 7 0 7 Locked 40.3 13 0 8 Locked 40.3 7 0 9 Locked 40.3 0 0 10 Locked 40.9 10 0 11 Locked 40.3 10 0 12 Locked 40.3 6 0 13 Locked 40.9 3 0 14 Locked 40.9 7 0 15 Locked 40.9 6 0 16 Locked 40.3 14 0 17 Locked 40.9 6 0 18 Locked 40.9 7 0 19 Locked 40.3 12 0 20 Locked 40.3 7 0 21 Locked 40.3 13 0 22 Locked 40.9 20 0 23 Locked 40.9 36 0 24 Locked 40.9 47 0
xgs-pon with own router...
Well... Wish I was advised of this during signup. Now cancelled BT which I was happily using (albeit without symmetrical 1Gbps upload), constant 0-8ms ping on games such as Fortnite or to Cloudflare DNS/Adguard DNS and a stable speed over to the "upgrade"..... Can't use my own router reliably, double-NAT, no modem mode (could use PPPoE auth with BT and Sky[Sky needs DHCP Option 61 enabled]), consistent 5-8% packet loss to GeforceNOW (plus the extra 6-10ms latency...), fluctuating download/upload speeds mainly affecting the upload (burst: 700Mbps then drops steadily until the end of the test sometimes as low as 300Mbps). BT had a speed guarantee of 700Mbps, what is it here? Is there any chance of using my own router without their router also being in "router" mode? I've tried everything I can think of to try and get it working and now I refuse to spend anymore time on it when the whole network was fine prior to moving to Virgin xgs-pon. The whole product seems rushed through the door so as to not lose out with new customer take up in new areas... When is this going to change? If it isn't in the next month can I still cancel or what because this is the worst FTTP implementation I've used....?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 31Persistent packet loss about 15% suddenly started
Last night while gaming I experienced a sudden disconnect, and when it came back I started getting total dropouts ever few seconds. I started monitoring this morning, and I'm getting frequent packet loss despite a good minimum latency. This makes gaming and video calls very difficult. I am on a VM Hub 5 (Gig1 Fibre plan), and am using a Netgear Orbi (RBR50). Any ideas what could be wrong? Is this likely on VM's side or possibly with my hardware? Live BQM (unfortunately I only started it this morning): https://www.thinkbroadband.com/broadband/monitoring/quality/share/8828e6cefc0ae2410c3efac9d109ed00f39b13e5 Pingplotter graphs showing what it's been like on shorter timescales: Any help on what I could check next, or who to contact would be much appreciated.
