Unstable Ping and packet Loss

[OllieDutts]

For over a year now, I have been experiencing unstable ping and packet loss while playing online games. I use a graphical ping checker with Google, and the packet loss and increased ping occur simultaneously. I’ve researched this issue and found that the ping spikes when I lag in my game, which is hosted on another server. This indicates that my ISP is causing the problem. I have also attached a copy of my broadband performance over the last 24 hours, showing high ping directly to my router. I have called Virgin three separate times to resolve this issue, but it remains unresolved. My next step is to cancel my contract.

[legacy1]

Yup it due to uncontrollable upstream QoS/BQM that hits VM on Docsis they known about the problem for years but the problem comes and goes due to the load on the upstream at given times of the day and VM only fix that they only do if its bad like really bad is to split the network in the area to add more upstream channels.

BQM is a good checker that VM somewhat take note of

Broadband Quality Monitor | thinkbroadband

[Daniel_Et]

Hi @OllieDutts, thank you for your post.

We're sorry to hear about the problem you've been having and that you're thinking of cancelling your contract 😔

As suggested by @legacy1, if you could please set up a Broadband Quality Monitor here, that'd be much appreciated.

Please create and share a live graph as that'll allow us and other community members who wish to help to see your connection quality in real-time.

Regards,
Daniel

[DannyEvans]

Did you ever get this resolved. Im.having the same issue. BQM shows lag spikes but I'm currently 5 days with no response from yhr forum team and virgin media complaints just keep telling me there is no issue

[Gareth_L]

Hello DannyEvans.

Sorry for the delay in getting back to you. We do ai to reply to posts as soon as possible.

Looking at a few things from here especially the Hub, we can see you've arranged for an engineers visit to swap this over.

Can you please let us know how this visit goes.

Gareth_L

[OllieDutts]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae8b0f2d3a4c2db6b57741907c08213bef... 

[OllieDutts]

Several months later and i still have the same issue.  

[Ashleigh_C]

Thank you for popping back to us @OllieDutts 

I am so sorry to hear you are still experiencing issues with your service, I have taken a look and I can see there is an outage in your area currently, this is estimated to be resolved October 29 at 9am. 

Are you able to let us know how things are looking after this time?

[OllieDutts]

Still getting issues 

[Vikki_M]

Hi OllieDutts

We've checked today for you, and the issue in your area is ongoing. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We're sorry, our engineers are working hard to resolve this for you.

The estimated fix time is showing at 7/11/24.

You can check for updates here 

We're very sorry for any inconvenience this interruption in service may be causing.