Random doses of extremely high ping

[han14]

We moved house over a week ago and installed Virgin for the first time. The light has always been orange with no other lights, but the internet has worked at 100-380 mbps

Every day we've had random spikes where latency is extremely high. Like 2000 ping high. If we reset the router, the internet just completely cuts out until we fully reset it using the button on the back. This sometimes only happens to one or two devices while others are completely fine, sometimes all devices

We tried splitting 2.4 and 5ghz, but the latency is just as bad. We've called Virgin, but they said everything looks fine on their end. Ethernet also always works fine

Any help would be appreciated!

[Client62]

Pings of 2000ms ( i.e. 2 seconds) are you sure ?   Around 15ms is usual for our Hub.

Test the service to a Router mode Hub(3/4/5) + your device with the link below.

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

Once the test begins click on: Run full test to see all the stats including the ping / latency times.

[Sabrina_B]

Hi @han14 

thanks for reaching out to us, we would be grateful if you could join us in a private message so that we can look into this deeper. Please be on the lookout for the envelope with a message from myself, it will be located on the top right of your screen or if you are using a mobile device it will be located under your profile icon. 

Sabrina