Advice needed on Virgin BQM please

Can someone kindly explain this Virgin BQM for me please. I keep getting disconnections playing Xbox. The connection is 200mb. Thank you in advance.

http://www.thinkbroadband.com/ping/share/4d7a9af1888...

During this time period I was only browsing the internet.

Showing a lot of jitter and some packet loss.

On a decent connection the blue area would only be 1-2 pixels wide and the yellow much smaller.

1. Restart the superhub
2. Don't use your connection for a full hour, and disconnect as much kit as possible (e.g. turn off wireless unplug Ethernet cables)
3. Then see if the yellow area improves, if yes, then something is using your connection a fair bit. If no change it may just be a busy area for the Virgin Media network.

NOTE: Would not expect Xbox disconnections even with that graph, so there may be other issues e.g. connections from Virgin Media to where the Xbox Live or game server is located.

Hello,

Thank you for kindly getting back to me. I tried what you suggested but it has made no difference. I know the hour isn't up yet but I can already tell by the graph. I have an engineer coming tomorrow, is their anything I can say to try help them resolve it do you think? I must add it doesn't seem to just be my xbox that's affected, my internet connection in general. However it is more noticeable on the xbox as I get frustrated at not being able to play a game with my mates

Its easy to brush off the BQM results, i.e. some just blame tbb (where if it was a general fault we've have lots of people chasing us)

Best to check a long sequence of pings from the command line on a computer do demonstrate the exact same issue, ie. packet loss and/or highly variable latency.

I'm a bit of a novice to this, I did a ping test in the command screen. This was one of the higher results

Pinging www.google.com [62.252.232.44] with 32 bytes of data:
Reply from 62.252.232.44: bytes=32 time=82ms TTL=59
Reply from 62.252.232.44: bytes=32 time=16ms TTL=59
Reply from 62.252.232.44: bytes=32 time=13ms TTL=59
Reply from 62.252.232.44: bytes=32 time=68ms TTL=59

Ping statistics for 62.252.232.44:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 82ms, Average = 44ms

Is this exactly what I'm looking for/what you explained to do?

Thanks again

If you do a ping -n 100 www.google.com it will run for longer, and thus give better stats to look at.

Even so, in the four samples you are showing that there appears to be an issue with latency varying a lot. Beyond dropping off of game services, this would be exhibited by bad hit rates or in older games things like characters jumping around rather than traversing the landscape smoothly

As a guide let it run for 100 times here, and I get 29ms minimum, 39ms maximum and 30ms average and while the baseline is higher than your connection the key to stable gaming is getting the average to be as close to the minimum value as possible.

Pinging www.google.com [62.252.232.34] with 32 bytes of data:
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=21ms TTL=59
Reply from 62.252.232.34: bytes=32 time=21ms TTL=59
Reply from 62.252.232.34: bytes=32 time=30ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=22ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=54ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=108ms TTL=59
Reply from 62.252.232.34: bytes=32 time=70ms TTL=59
Reply from 62.252.232.34: bytes=32 time=22ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=19ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=35ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=23ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=28ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59
Reply from 62.252.232.34: bytes=32 time=98ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=32ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=13ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=29ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=20ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=19ms TTL=59
Reply from 62.252.232.34: bytes=32 time=13ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=19ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=23ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59
Reply from 62.252.232.34: bytes=32 time=21ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=92ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=23ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=20ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=13ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=198ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=71ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=36ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=14ms TTL=59
Reply from 62.252.232.34: bytes=32 time=15ms TTL=59
Reply from 62.252.232.34: bytes=32 time=18ms TTL=59
Reply from 62.252.232.34: bytes=32 time=17ms TTL=59
Reply from 62.252.232.34: bytes=32 time=16ms TTL=59
Reply from 62.252.232.34: bytes=32 time=13ms TTL=59
Reply from 62.252.232.34: bytes=32 time=27ms TTL=59
Reply from 62.252.232.34: bytes=32 time=19ms TTL=59
Reply from 62.252.232.34: bytes=32 time=13ms TTL=59
Reply from 62.252.232.34: bytes=32 time=12ms TTL=59

Ping statistics for 62.252.232.34:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 198ms, Average = 22ms


Do you think the spikes demonstrated here could be the issue? Do you think this is something an engineer could fix, or do you think I'll have to end up looking elsewhere for an ISP

Depends on what is causing the spikes, they appear to be around 22 seconds apart, suggesting something software wise somewhere, rather than random network activity by others.

Well I'm the only person who uses it so can't be input from others. Well I think I've run out of stuff to ask I'm just going to have to hope the engineer solves it. Thanks for your help.