Disconnects and High Latency on 2gb/2gb

[Insecurity]

Hi, 4 weeks ago had virgin installed on the new 2gb/2gb package.  However, although for the most part the connection is epic the problem is with gaming.  This happens on both wifi and 2.5gb ethernet connection (yes the motherboard is 2.5gb compatible and the wifi is up to 2.4gb) the thing is we are getting almost regular disconnects from gaming on any network type game where the game will freeze then jump very fast to x location then disconnect but before it does i noticed the latency shoot to 2000ms+.  It has been suggested that during install the fibre should have been cleaned and scoped during install this didn't happen and that could be the root of the issue.  However after multiple conversation with (um) technical support they insist there is nothing wrong with the connection as one put it well your connected "what more do you want" - anyway any idea how i can get a engineer to come out and check if this is the issue? i have exhausted all internal possibilities for this issue and multiple 20min rests of the hub5x nothing cures the issue so thinking dirty fibre maybe the issue.  Please advise how this can be resolved many thanks.

[Adduxi]

Dirty fibre would give either a bad connection or none at all.  I can't see it being the cause of latency really, and you do state the "performance" is "epic".  Can you do some trace routes to the problem game servers?

Also do you have any software running that would interfere with the performance of the game, e.g. Antivirus etc?

[Insecurity]

Hmm interesting run tracert to a few game servers for differant games then one to just bbc.co.uk usually no timeouts with that but here is the tracert for 1 game server and bbc....

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 5 ms 4 ms 4 ms cpc1-nrwh14-2-0-gw.4-4.cable.virginm.net [86.2.16.1]
3 4 ms 5 ms 4 ms leed-core-2a-ae18-11.network.virginmedia.net [86.0.76.0]
4 * * * Request timed out.
5 5 ms 6 ms 6 ms tcma5-ic-1-ae0-0.network.virginmedia.net [62.253.174.181]
6 12 ms 11 ms 12 ms 199.27.73.98
7 5 ms 5 ms 5 ms 151.101.192.81

Trace complete.

Tracing route to battle.net [137.221.106.104]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 4 ms 4 ms 5 ms cpc1-nrwh14-2-0-gw.4-4.cable.virginm.net [86.2.16.1]
3 5 ms 5 ms 5 ms leed-core-2a-ae18-11.network.virginmedia.net [86.0.76.0]
4 * * * Request timed out.
5 12 ms 12 ms 13 ms 86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
6 * * * Request timed out.
7 13 ms 13 ms 13 ms uk-lon01b-ri1-ae-25-0.aorta.net [84.116.136.102]
8 13 ms 14 ms 13 ms ldn-b3-link.ip.twelve99.net [213.248.84.25]
9 15 ms 14 ms 13 ms ldn-bb1-link.ip.twelve99.net [62.115.120.74]
10 * 127 ms * prs-bb1-link.ip.twelve99.net [62.115.135.25]
11 127 ms 127 ms 127 ms ash-bb2-link.ip.twelve99.net [62.115.112.242]
12 * * * Request timed out.
13 127 ms 127 ms 127 ms chi-bb2-link.ip.twelve99.net [62.115.132.135]
14 * * * Request timed out.
15 128 ms 127 ms 168 ms blizzard-ic-348622.ip.twelve99-cust.net [62.115.178.249]
16 * * * Request timed out.
17 * * * Request timed out.
18 155 ms 155 ms 156 ms et-0-0-0-pe01-swlv10.as57976.net [137.221.83.81]
19 164 ms 163 ms 163 ms las-swlv10-ia-bons-01.as57976.net [137.221.66.17]
20 167 ms 166 ms 166 ms 137.221.105.11
21 163 ms 163 ms 163 ms 137.221.106.104

Trace complete.

As you can see quite a few "timed out" not 100% sure if this does however show a issue or not but either way the latency sudden jump and disconnect is still occuring at completely random times.  

[Insecurity]

PS! i should have also said this is on 4 different PCS and happens on them exact same time even though they are different configurations.  Also when streaming etc will get 5 second delay when this issue occurs then takes around 1minute to stabilize before before it's next hiccup 🙂 

[Adduxi · Accepted solution]

Not all routers give a response, so a "Request timed out" is normal.  It's does show, however the routing has more latency to battle.net servers than the bbc.

This is a new FTTP setup for VM and it's still in it's infancy.  TBH, I've no idea if this is a fault, or just some glitch until Nextfibre/VM have more installs under their belt?  Until this sort of installation is common across VM, I'm guessing it may be a steep learning curve?

[MasterOfArts1]

I would absolutely recommend purchasing your own router and put the hub into modem mode. Not only will you have far more admin privileges but if you get a good router with a spec suitable for your gaming needs you will well see the difference compared to the supplied HUB 👍

[carl_pearce]

They can't as they are on FTTP with a HUB 5x.

Oh and:

https://community.virginmedia.com/t5/Gaming-Support/New-VM02-Nextfibre-2gb-2gb/td-p/5535915

[Steven_L]

Hey Insecurity,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

Has anything changed since you last posted? Have you spoken further to our team to have this looked into? We will be able to look further into things from here, if nothing has changed.

Kind Regards,

Steven_L

[Insecurity]

Finally managed to get a engineer out who cleaned and scoped the fibre -this seemed to cure the issue for around 12 hours then it started creeping back to the point that gameing is near impossible and downloads timeout for 10-30seconds before returning this is on wifi and ethernet.  For what i am been charged for this service it needs sorting out - i have even tried timing the "dropouts" and ranges from between 2mins to if lucky wont happen for 15mins and various times in-between! do in my mind it is clearly showing some major issue streaming drops at same times and buffering ensues etc etc.  It is has been suggested i contact "ring fences team" whatever that is but no idea of number or how to contact them.  The wonderful virgin self check system says there is a fault "in my home" but when it goes to next page to show what the hub is doing i am now presented with a blank page and can go no further to try and get another engineer out - moreover trying to contact customer services the normal way is damn near impossible as everyone passes the call about and seem to have no clue about anything do with vm02 2gb/2gb service or again what a hub 5x is. After 2hrs of been passed around i gave up! (especially when asked if i had unplugged and plugged it back in again!) like i haven't tried that and 1000 other options!  Also this is now the 2nd 5x router i have that's doing the same thing so not sure if it is router firmware issue or since everything apart from fibre line from telegraph pole has been checked wondering if that is the issue! anyway please help me get someone out to sort this as i will shortly be looking to cancel the services if this is not resolved as for £90 per month this is unacceptable and not fit for service.