Ping, Latency & Packet Loss
Just a question about this really. My minimum latency sits around 18 or 19ms on a ping graph but I’ve seen others connections a lot lower about 10ms or even a bit lower. Is this based on how far you are from the exchange / cable box on the street or local area connection? The think broadband monitor graph shows the main min area in green, just interested how it works and how some people show it much lower. My connection seems fine but this past week seen a lot of dropped packets on my graph but seems to show every other day or so. Can you check if there’s any issue on the line happening? I’ve done a check and it says my home network has a few problems with a Red triangle next to the broadband bit, all the others are normal in Green. PS: I use both Ethernet & Wi-FiFootball games unplayable on ps5
Seriously don't bother getting virgin media if you play football games online, it is absolutely shocking how bad it its, 90% of games are totally unplayable. I have the 1gig fttp which is great for downloading etc, but my ping jumps around like nothing else in online football matches and I either get visible lag or it freezes and then goes crazy fast and out of my control, but my players always seem out of sync with the game not locking onto the ball and just unable to do the simplest of things. Happens on any football game, at any time of day or night I get warning for bad ping during matches or really high ping that fluctuates throughout. Warzone/battlefield etc play fine (that i can tell). Virgin say my setup is fine because my speeds are good and stable, but that's not what gaming is all about. Honeslty wish I never took the contract out and can't wait until I can change isp.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): 23.00PACKET LOSS/DROPS
I've been having issues where my connection experiences spikes and complete dropouts, 30 minutes apart. I have been running BQM since Friday 6/6/25, as you can see in the attached graph from 8th-9th, the space between drop outs are quite consistent. I have: - Fully reset to factory settings. - Disabled IP Flood Detection (suggested solution on another site) - Tested other devices (another PC, 4 Phones, Xbox Series X, 2 TVs) all experience the same connection issues. - Pinged various IP Addresses and all came back with no loss. I am connected via Ethernet to the 10gbps port, my PCs ethernet port is compatible with those speeds: https://www.speedtest.net/my-result/d/812c9d78-d2e7-4766-9f17-9cd7acd688b1 Other devices are Wifi (PC is Wifi 6, rest are 5ghz/2.4ghz) Package Info: 2gig up and down These are my router stats: PON modem status Online Connection mode IPOE IPv4 firewall Online IPv6 firewall Online IP_VOIP Down IP_DATA Up Transceiver temperature 29 Transceiver voltage 3 Laser bias current 12 ONT transmit power 5200 ONT receive power -16400 Network access Allowed Baseline Privacy disabled PON Mode XGS-PON 09-06-2025 11:12:46 notice GUI Login Status - Login Success from LAN interface 09-06-2025 11:11:29 notice erouter0 ipv6 address is empty 09-06-2025 10:56:29 notice erouter0 ipv6 address is empty 09-06-2025 10:41:29 notice erouter0 ipv6 address is empty 09-06-2025 10:31:20 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:31:14 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:37 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:06 notice GUI Login Status - Login Fail from LAN interface 09-06-2025 10:26:29 notice erouter0 ipv6 address is empty 09-06-2025 10:11:29 notice erouter0 ipv6 address is empty 09-06-2025 09:56:29 notice erouter0 ipv6 address is empty 09-06-2025 09:41:29 notice erouter0 ipv6 address is empty 09-06-2025 09:36:50 notice IPoE IPv4 ping failed 09-06-2025 09:26:29 notice erouter0 ipv6 address is empty 09-06-2025 09:11:29 notice erouter0 ipv6 address is empty 09-06-2025 08:56:29 notice erouter0 ipv6 address is empty 09-06-2025 08:41:29 notice erouter0 ipv6 address is empty 09-06-2025 08:37:10 notice IPoE IPv4 ping failed 09-06-2025 08:37:00 notice IPoE IPv4 ping failed 09-06-2025 08:26:29 notice erouter0 ipv6 address is empty 09-06-2025 08:11:29 notice erouter0 ipv6 address is empty 09-06-2025 07:56:29 notice erouter0 ipv6 address is empty 09-06-2025 07:41:29 notice erouter0 ipv6 address is empty 09-06-2025 07:36:49 notice IPoE IPv4 ping failed 09-06-2025 07:36:39 notice IPoE IPv4 ping failed 09-06-2025 07:26:29 notice erouter0 ipv6 address is empty 09-06-2025 07:11:29 notice erouter0 ipv6 address is empty 09-06-2025 06:56:29 notice erouter0 ipv6 address is empty 09-06-2025 06:41:29 notice erouter0 ipv6 address is empty 09-06-2025 06:36:59 notice IPoE IPv4 ping failed The network logs go much further, with regular error messages stating "IPoE IPv4 ping failed". This will be the 2nd router I am on, having the 1st replaced by an engineer for similar issues. Frankly, at £96 per month, I expect a far superior service. The speeds are good, sure, fantastic even. But it's no good having "lightning speeds" when you can't use them! If anyone else is experiencing this issue, or similar, please feel free to contribute your findings. VM, I eagerly await your advice/solutions as this is now affecting my employment. Regards.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/6ab13255d0ee07331592fb9735b44fc3dd47ac36IP / Traceroute through Luton
I'm located near county Durham so having my data routed through Luton is confusing to me, IP also shows there too (not much of issue as BT gave me far away IP's before). I've seen a post or 2 without any resolve about using a local node instead of one so far away. Now ping is between 11-14, not bad at all, but with it being on their new XGS-PON network (NextFibre), I was expecting between 5-10ms, especially as my old GFast connection was a stable 12ms Speed tests to "local" locations - Newcastle / York / Manchester give a higher ping. 17-20ms on various servers for each. This indicates to me its hitting Luton then back up north again, then to me, but I could be wrong. New install today, Hub 5x of course being on XGS-PON So why is it i'm routed through Luton and could this be why the ping is higher than I expected? Also is there a way to have my WAN IP change to be more local (I've seen this mentioned) Traceroute example through 1.1.1.1 DNS (Cloudflare) [MOD EDIT: Images containing private information removed]Unresolved 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.Fluctuating speeds and ping while gaming on PS4
Had an engineer out a few weeks ago who diagnosed whatever issues there were with my hub. New hub 5, new cat 6 ethernet cable, fine. Over the following few weeks although my download speed and upload speed were showing better, it is awfully inconsistent, and the lag is making me lose my hair while gaming in my free time. I run speed tests via multiple sources and the download amd uplaod speed show ok but p9ng horrible. Run tests via Virgin media app and all is fine, run again minutes later and it says intermittent signal in area. (Is that actually the area or personal router, becasue ringing customer service for them to tell me everything's fine in my area is conflicting). Issue persits - 2 calls to Virgin and 2 no shows by engineers (looks like customer service never even booked them), I finally got another engineer out today. 2 nice chaps, but what they did I'm not sure. Nthing was replaced within my home but now my speed test on PS4 reflects even worse fluctuations. Currently showing approx 24mbps down, 12 up, then up to 380mbps, then back down (Barely 30 seconds between tests.) My package is 500 up and 50 down. I am tired of this constant fluctuation and service. While I have 4 months left of my contract, it will take some magic to keep me as a customer for their internet, tv, phone package and I'll take it elsewhere if things aren't finally sorted. Sorry but it's just tiresome. Spare time is limited, and I can't enjoy it currently because of this. Is there ANYONE that can help me please?? It's driving me nuts!!Does this BQM look okay, as I’ve been having connection issues.
Hi guys, would anyone be able to have a look at my BQM please. It’s a Gig1 package with Hub5 router. I’ve been having a really inconsistent connection recently and wondering if the unstable ping is a common DOCSIS issue or something you have to live with? Also has anyone been able to get Virgin to fix this issue? thanks. https://www.thinkbroadband.com/broadband/monitoring/quality/share/075415045e7c3a32997e14159e5e7a13cf731ba2
