Download latency spikes becoming so bad that I can no longer play games online

[RyqnT]

As above really... the last month has been terrible. I have been with Virgin for 7 years and never experienced this sort of issue. I am receiving the dreaded packet burst and my Download Latency jumps from around 20-30ms to 100+ms, sometimes even 400ms. I have tried everything I can and Virgin 'tech support' only answer with your speeds are fine.

Does anyone know why this may be? or is this oversubscription and I will have to leave and sacrifice my speed for performance? 

Please can someone help?

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	0	40	256 qam	25
2	235000000	-2	38	256 qam	13
3	243000000	-2.2	38	256 qam	14
4	251000000	-2.2	38	256 qam	15
5	259000000	-2	38	256 qam	16
6	267000000	-1	38	256 qam	17
7	275000000	-0.5	38	256 qam	18
8	283000000	-0.4	38	256 qam	19
9	291000000	0	38	256 qam	20
10	299000000	0.2	38	256 qam	21
11	307000000	0.2	38	256 qam	22
12	315000000	0.4	40	256 qam	23
13	323000000	0	38	256 qam	24
14	339000000	0.2	40	256 qam	26
15	347000000	0.2	38	256 qam	27
16	355000000	-0.2	38	256 qam	28
17	363000000	-0.7	38	256 qam	29
18	371000000	-1.2	38	256 qam	30
19	379000000	-2	38	256 qam	31
20	387000000	-2	38	256 qam	32
21	395000000	-2	38	256 qam	33
22	403000000	-1.9	38	256 qam	34
23	411000000	-1.9	38	256 qam	35
24	419000000	-1.7	38	256 qam	36

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	4	0
2	Locked	38.6	8	0
3	Locked	38.6	12	0
4	Locked	38.9	15	0
5	Locked	38.9	4	0
6	Locked	38.6	6	0
7	Locked	38.9	5	0
8	Locked	38.6	5	0
9	Locked	38.9	5	0
10	Locked	38.9	5	0
11	Locked	38.9	5	0
12	Locked	40.3	6	0
13	Locked	38.9	0	0
14	Locked	40.3	4	0
15	Locked	38.9	3	0
16	Locked	38.9	3	0
17	Locked	38.9	4	0
18	Locked	38.6	13	0
19	Locked	38.6	6	0
20	Locked	38.6	11	0
21	Locked	38.9	14	0
22	Locked	38.6	11	0
23	Locked	38.9	13	0
24	Locked	38.9	6	0

Refresh data

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	36599957	39	5120	64 qam	3
2	23600002	37.5	5120	64 qam	5
3	30099993	39	5120	64 qam	4
4	43100024	39	5120	64 qam	2
5	49599998	39	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Cardiffman282]

Stats look good to me. Pictures are showing at time of replying but high latency can be a sigh of local network congestion. Also check for local faults on 0800 561 0061. 

[Cardiffman282]

Stats look good to me. High latency can be a sign of local congestion. Also check for local faults on 0800 561 0061. 

[Client62]

The Packet Loss website can be made so show good or bad results for any kind of line or location.

What Jitter and Latency do you see via ...

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.

Share the stats for the Hub and your computer.

[RyqnT]

Thanks for the above and I will check on the alternative website when I return from work. Its just very odd that this has happened out of the blue and never gone away. I have an engineer coming next week to hopefully confirm that all is ok.

[RyqnT]

so after the first day of monitoring here are my results. Also results from samknows

[Zach_R]

Hi @RyqnT,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you've been having some problems with your connection recently. I've checked over things on our systems and I'm unable to detect any known faults currently that would explain this.

Is this issue ongoing for you today? If so, would you be able to share a live BQM instead? That way we can see your connection quality in real-time.

Thanks,
 

[RyqnT]

<a title="Broadband Ping" href="https

Hi @Zack_R

I believe this link should work. 

The issue still persists however is alot worse at peak hours and has been happening since around the 6th May.  

https://www.thinkbroadband.com/broadband/monitoring/quality/share/189bdad6a564d97772bf3c84d4b183387cb215f3

I've also received a notification that there are works scheduled on Monday so I would be interested to know what is happening? 

[Paul_DN]

Hi RyqnT,

Thank you for reaching back out, sorry to see you are still facing Latency issues and are unable to game, I have had another look our end and as advised cannot see any issues, I can see you do have a technician booked, please let us know how the appointment goes, if you do have any further issues in ther meantime, please do not hesitate to reach back out.

Regards

Paul.

[RyqnT]

Hi Paul.

The engineer has been and has removed the splitter for the TV and broadband as I no longer have TV with you but this is all he could really do. He also spoke to your network team who were working in the area yesterday who confirmed to him there is a fault in my area which should be fixed in the next month or so. 

Its strange how they have confirmed a fault which cannot be seen by you guys?