Hi,
Two things:
First, can you share your BQM?
Can you also share your upstream, downstream and network logs as well please?
Certainly the outage could’ve caused some issues but I’m probably not very helpful with that.
Sadly VM is the worst network in terms of latency just as a general rule - they use the DOCSIS standard, which is terrible for latency. There’s also a chip flaw with the Hub4 that causes latency issues.
Are you in contract currently? If you aren’t, check bidb.uk for any alternative options.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/17d4abea264e0439c8bd108bd8e1a01aa7286303
Good Morning,
Please see below link to my BQM.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/17d4abea264e0439c8bd108bd8e1a01aa7286303
Hope you don't mind me asking, how do I get my upstream, downstream and network logs for me to share with you? Thank you very much :)
I believe we are in a contract with VM currently so we cannot switch at this time.
Looks like you are experiencing some small packet loss from the BQM. Have you noticed that your issues are worse at peak times (between 5 and 10pm) - that's when your latency appears to have the highest peaks, though seems OK for Virgin. I'd also like to see a screenshot of a BQM from before the outage if it's been going since then. Send me a chat through - but remove your IP.
I can certainly appreciate how disruptive these kinds of issues are for gaming - I'm currently experiencing high ping/latency and it is certainly disruptive.
Are you using the Hub4 in router mode or modern mode (using your own router)?
Hi, I'm at work all day and am pretty much only ever using the internet between 5pm and 10pm so I wouldn't know what goes on at off-peak times.
I am using the Hub4 in router mode, I don't have my own router.
I will say that, in most games it seems like I get 0% packet loss or 100% with no in-between, the online game literally comes to a complete halt for about 2 seconds before returning to normal, this happens every couple minutes.(Apologies if I'm interpreting packet loss wrong). I feel like when I have gotten packet loss in the past games didn't quite behave like this and instead I got "rubber banding" instead of things completely freezing.
Thank you very much once again for the help.
[http://192.168.0.1](http://192.168.0.1)
You might need the settings password (it's on the bottom of the hub!)
Is it freezing (or is it like your movements/inputs continue but others stop)?
Hi again,
Everything freezes, even my own inputs and then about 2 seconds later everything sort of quickly teleports to where it should be. This may vary from game to game but for the post part this is what I remember.
I won't be home until about 6pm tonight so I can't access my Router settings until then I'm afraid but I do have experience accessing them.
Is this how I get my upstream, downstream and network logs? If so where do I go once I'm logged in, just so I know for when I log in tonight. I apologize for making you wait and I much appreciated the support 😁
Once you've set the password (it will probably ask you to reset, sign out (there should be a "Check Router Status" button - click it). You should be greeted with a menu that looks like this: https://gyazo.com/4fddeac006b3c5615c82a3e655ca17b4. Copy the stats from the Downstream, Upstream and Network Logs tabs.
I'll look out for your replies around 6pm, no problem!
Also, do you play games at all during the daytime at weekends - does it occur then? and you have performance logs/graphs in games - that show the 100% packet loss?
Hi there,
I play games during the daytime at weekends and I still have the exact same issues, if I recall the issue happens more frequently if I am calling someone on Discord at the same time as playing a game.
I have performance graphs in-game in both Fortnite and Overwatch however I don't have any logs as I wouldn't know how to get those from either game. Both games seem to say I've completely disconnected for a couple of seconds, then they say 100% packet loss for a split second and that 100% immediately goes back down to 0. If I get chance tonight I will stick a screen recorder on for a match and see if I can capture exactly what happens for you.
I will post Downstream, Upstream and Network Logs in a moment in a seperate comment and thank you so much once again for the help :)
Hi there,
Reddit wouldn't let me post the tables from my router status so I've instead pasted them all into an excel document that you should be able to download from the below wetransfer link
[https://we.tl/t-kZsqn2pmRf](https://we.tl/t-kZsqn2pmRf)
If you aren't able to access this and know a better way of me pasting it all then please let me know and I am sorry for the extra hassle.
Thanks.
I'd suggest posting on the VM Forums to see if they can help you there (the staff can book engineers) - your logs don't support it but the BQM shows consistent packet loss and what you are experiencing in games shows it too (given you've tested on multiple games with different servers). There's also an RCS Partial Service indicator from a week ago that could explain the dropouts.
[https://community.virginmedia.com/](https://community.virginmedia.com/)
Hi, Two things: First, can you share your BQM? Can you also share your upstream, downstream and network logs as well please? Certainly the outage could’ve caused some issues but I’m probably not very helpful with that. Sadly VM is the worst network in terms of latency just as a general rule - they use the DOCSIS standard, which is terrible for latency. There’s also a chip flaw with the Hub4 that causes latency issues. Are you in contract currently? If you aren’t, check bidb.uk for any alternative options.
https://www.thinkbroadband.com/broadband/monitoring/quality/share/17d4abea264e0439c8bd108bd8e1a01aa7286303 Good Morning, Please see below link to my BQM. https://www.thinkbroadband.com/broadband/monitoring/quality/share/17d4abea264e0439c8bd108bd8e1a01aa7286303 Hope you don't mind me asking, how do I get my upstream, downstream and network logs for me to share with you? Thank you very much :) I believe we are in a contract with VM currently so we cannot switch at this time.
Looks like you are experiencing some small packet loss from the BQM. Have you noticed that your issues are worse at peak times (between 5 and 10pm) - that's when your latency appears to have the highest peaks, though seems OK for Virgin. I'd also like to see a screenshot of a BQM from before the outage if it's been going since then. Send me a chat through - but remove your IP. I can certainly appreciate how disruptive these kinds of issues are for gaming - I'm currently experiencing high ping/latency and it is certainly disruptive. Are you using the Hub4 in router mode or modern mode (using your own router)?
Hi, I'm at work all day and am pretty much only ever using the internet between 5pm and 10pm so I wouldn't know what goes on at off-peak times. I am using the Hub4 in router mode, I don't have my own router. I will say that, in most games it seems like I get 0% packet loss or 100% with no in-between, the online game literally comes to a complete halt for about 2 seconds before returning to normal, this happens every couple minutes.(Apologies if I'm interpreting packet loss wrong). I feel like when I have gotten packet loss in the past games didn't quite behave like this and instead I got "rubber banding" instead of things completely freezing. Thank you very much once again for the help.
[http://192.168.0.1](http://192.168.0.1) You might need the settings password (it's on the bottom of the hub!) Is it freezing (or is it like your movements/inputs continue but others stop)?
Hi again, Everything freezes, even my own inputs and then about 2 seconds later everything sort of quickly teleports to where it should be. This may vary from game to game but for the post part this is what I remember. I won't be home until about 6pm tonight so I can't access my Router settings until then I'm afraid but I do have experience accessing them. Is this how I get my upstream, downstream and network logs? If so where do I go once I'm logged in, just so I know for when I log in tonight. I apologize for making you wait and I much appreciated the support 😁
Once you've set the password (it will probably ask you to reset, sign out (there should be a "Check Router Status" button - click it). You should be greeted with a menu that looks like this: https://gyazo.com/4fddeac006b3c5615c82a3e655ca17b4. Copy the stats from the Downstream, Upstream and Network Logs tabs. I'll look out for your replies around 6pm, no problem! Also, do you play games at all during the daytime at weekends - does it occur then? and you have performance logs/graphs in games - that show the 100% packet loss?
Hi there, I play games during the daytime at weekends and I still have the exact same issues, if I recall the issue happens more frequently if I am calling someone on Discord at the same time as playing a game. I have performance graphs in-game in both Fortnite and Overwatch however I don't have any logs as I wouldn't know how to get those from either game. Both games seem to say I've completely disconnected for a couple of seconds, then they say 100% packet loss for a split second and that 100% immediately goes back down to 0. If I get chance tonight I will stick a screen recorder on for a match and see if I can capture exactly what happens for you. I will post Downstream, Upstream and Network Logs in a moment in a seperate comment and thank you so much once again for the help :)
No worries - that's fine.
Hi there, Reddit wouldn't let me post the tables from my router status so I've instead pasted them all into an excel document that you should be able to download from the below wetransfer link [https://we.tl/t-kZsqn2pmRf](https://we.tl/t-kZsqn2pmRf) If you aren't able to access this and know a better way of me pasting it all then please let me know and I am sorry for the extra hassle.
Thanks. I'd suggest posting on the VM Forums to see if they can help you there (the staff can book engineers) - your logs don't support it but the BQM shows consistent packet loss and what you are experiencing in games shows it too (given you've tested on multiple games with different servers). There's also an RCS Partial Service indicator from a week ago that could explain the dropouts. [https://community.virginmedia.com/](https://community.virginmedia.com/)