High/fluctuating latency when playing league of legends

[JakeP1]

So, I'm getting really frustrated with my situation. 

I recently moved address. Previously I was in the countryside getting about 10 upload and 30 download, but I was able to run League of Legends with no latency issues at all (around 25ms and consistent). 

I picked up Virgin Media package when I moved and have been getting around 120 download and 20 upload - totally sufficient for my needs (and, it should be more), but for some reason I have been experiencing high latency when playing games that really dont take much to run. For a few hours I might be around 28ms (great) and then others it'll fluctuate from 35 - 120 ms. 

I know this isnt a connection to server related issue because it's been happening for weeks. The app has said several times that there are intermittent issues in the area. 

I ran a ping test to google using ping -t google.com and this showed regular large fluctuations / spikes. 

So, I called Virgin about this today and they told me that if I pay more for a better package it would solve my latency issues. First they quoted me £49 (almost double what im paying) but after some haggling they agreed to £31. I knew this wouldnt solve the latency issue because it doesnt take a genius to know it isnt speed related (up and down are fine) but I agreed in order to complete the step in demonstrating that this is not the problem. 

Anyway, the latency issues have not been solved (in fact, it seems worse) despite me now having like 260 download and 25 upload. 

I've run a test on thinkbroadband.com to get one of these BQM graphs that ive seen others here talk about, and although I know nothing about what this data means, I know enough to know that it doesnt look great...

If someone could advise then that would be great. At a loss here to be honest...

Here is the link to a snapshot of the graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/06121740f54f080356edc6942e62063eb4...

 And here's one to the live graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/06121740f54f080356edc6942e62063eb4...

 Thank you! 

[Cardiffman282]

Offshore VM customer services missold you a speed upgrade. Use your 14 day cooling off period to cancel it. Also raise a formal written complaint about the cynical misselling. The link is below.

Re latency I'm no gamer but I understand that the Docsis technology VM uses is inferior to the traditional FTTC connection you were previously on in this respect. 

[Cardiffman282]

Just to add I have just looked at the BQM and it is horrendous. Check for local faults on 0800 561 0061. Also check that all cables and connections are tight and in good condition. 

[JakeP1]

Thanks for the help with this.

I've called the number and the robot says there're no faults in the area. Checked the connections several times and they're all in order. I'll get the package cancelled and complaint in tomorrow. Shame it won't fix my latency issues but at least I won't be paying even more for this...

Shame I can't cancel the whole contract and get a new ISP without paying a huge fee. 

[JakeP1]

Does anyone know if this warrants me being able to cancel my Virgin Media contract without paying a massive cancellation fee? I'm only like 3 months into an 18 month contract. I feel as though them providing this poor of a connection isnt what I signed up for...

[legacy1]

Its odd how your BQM has high latency then dips for like 10-20 minutes then goes back to high you might have some thing causing this thats DoS your connection disable wifi unplug ethernet and see what happens to your BQM

[Tom_W1]

Hi @JakeP1 thanks for your post although we're sorry to hear of your concerns raised here.

We can see that since you've posted here, you've been able to get the help needed and on the way to being sorted which is great news.

If you do need any further help or assistance please don't hesitate to let us know!
Many thanks