Virgin Media BQM Graph - Advice please..

Hi,

I am new to these tools and have about 3 months back made the switch to VM 100mbps Fibre Optic connection. I have been experiencing very bad gameplay on my PS4 and lots of sluggish behaviour which prompted me to do a BQM.

I have left it on for 36 hours now and I think it doesn't look great - but wonder if a more experienced person can verify I am not reading it wrong?

http://www.thinkbroadband.com/ping/share/a832c6cf711...

I am becoming really frustrated with this connection and have a Superhub 3.0 in modem mode with a TP-Link W-9980 router hard wired in to the PS4.

What frustrates me is that the Internet connection wasn't even in use all day yesterday and it still shows continuous yellow spikes constantly. It mainly gets used in the evening from 8pm to about 12am (at the absolute maximum).

Would be grateful for some advice as to what to do or the case to mount with my ISP to help resolve this please?

Many Thanks.

Edited by deleted (Fri 16-Dec-16 11:08:52)

Dreadful, as you say.

However, if you read the write-up, each plot on the graph represents the pings for 100 seconds. To me the blue (average) band would be much deeper if the latency was bad for most of those seconds.

Has the bad gameplay and sluggishness been there ever since you switched to Virgin, or is it only since you or a neighbour turned on a Christmas lights? Though those aren't usually on in the day. Maybe Christmas Tree lights are.

Thank You for the response.

In layman's terms, what is the 'latency' or the yellow spikes representative of?

I think it has been there ever since I switched to Virgin though I do recall in the very first week it seemed to be okay and the game was playable.. but I have only just found out about this BQM so don't have any 'evidence' or 'comparison' to compare against with a before or after and my memory is a bit hazy.

There is however about 9-10 doors down a house that is covered in Christmas lights, but It is pretty far away.

Something else I forgot to mention, I do have a Power Line adapter plugged in to the router but that is not in use until 8pm to about 10:30pm. Don't know if that affects the results.

I would appreciate any advice you may be able to provide.

Thank You.

Edited by deleted (Fri 16-Dec-16 12:00:22)

Latency is the posh name for ping time, if you know what a ping is. Basically it's the time for a very small piece of data to be sent out, just requesting a reply that it was received.

So once a second (for the BQM) thinkbroadband sends a ping to your router and your router says "you pinged me". Then each 100 of those gives one vertical line on the graph showing the minimum, average and peak over those 100 seconds.

Once you know how you can run pings from your computer to nearly anywhere. For instance I just did this:-

C:\Users\Bob>ping bbc.co.uk

Pinging bbc.co.uk [212.58.244.22] with 32 bytes of data:
Reply from 212.58.244.22: bytes=32 time=15ms TTL=56
Reply from 212.58.244.22: bytes=32 time=14ms TTL=56
Reply from 212.58.244.22: bytes=32 time=15ms TTL=56
Reply from 212.58.244.22: bytes=32 time=15ms TTL=56

Ping statistics for 212.58.244.22:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 15ms, Average = 14ms

So a ping from my computer to the BBC took 15 milliseconds to get an acknowledgement.

Do you know how to access your router's control interface (GUI)? That probably has a Diagnostics section that will let you ping the BBC. If you are using a Windows computer it is easier to do it direct from that once we tell you how. I think the same can be done from an Apple computer but don't know how.

Ah, explaining ping and I forgot the powerline adapter.

Try for a few minutes unplugging all of those. Not just the one by the router. If they are on sockets that have a switch, switching the sockets off will do.

Hi

Yes, that makes sense, I know what 'ping' is - I was just confused about 'latency' as I thought it means something else than 'this is how long it took said PC to receive a response from a request'.

I know how to do a ping. This will sound silly but this connection is really depressing me as I work long hours and just want to be able to play a game (FIFA 17) without any issues to unwind.

I am using a TP Link TD-W9980 - and a Superhub 3.0 connected in Modem mode. Not sure if my router make - causes an issue but it worked great before?

I have done a ping to different sites and here is the results:

C:\>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.71] with 32 bytes of data:
Reply from 212.58.244.71: bytes=32 time=23ms TTL=50
Reply from 212.58.244.71: bytes=32 time=25ms TTL=50
Reply from 212.58.244.71: bytes=32 time=23ms TTL=50
Reply from 212.58.244.71: bytes=32 time=23ms TTL=50

Ping statistics for 212.58.244.71:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 23ms, Maximum = 25ms, Average = 23ms

C:\>ping www.google.co.uk

Pinging www.google.co.uk [62.253.72.183] with 32 bytes of data:
Reply from 62.253.72.183: bytes=32 time=12ms TTL=59
Reply from 62.253.72.183: bytes=32 time=14ms TTL=59
Reply from 62.253.72.183: bytes=32 time=12ms TTL=59
Reply from 62.253.72.183: bytes=32 time=12ms TTL=59

Ping statistics for 62.253.72.183:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 14ms, Average = 12ms

C:\>ping www.sky.com

Pinging e1264.g.akamaiedge.net [104.103.115.58] with 32 bytes of da
Reply from 104.103.115.58: bytes=32 time=17ms TTL=58
Reply from 104.103.115.58: bytes=32 time=13ms TTL=58
Reply from 104.103.115.58: bytes=32 time=14ms TTL=58
Reply from 104.103.115.58: bytes=32 time=15ms TTL=58

Ping statistics for 104.103.115.58:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 17ms, Average = 14ms

Both Powerline adapters were switched off when I took the pings. The upstairs is switched off at night and I took all the Ethernet cables out including the powerline adapter by the router and turned it off about 50 minutes ago.

The BQM still shows the high latency when the powerlines were switched off? It needs a few minutes to be sure, say 3-4 minutes.

Hi Roberto,

That's correct - The graph hasn't changed. It is exactly the same.

Here is a fresh link to it after I unplugged everything and had turned the Powerline Adapters off (which are always off anyway until the evening around and turned on around 9pm).

http://www.thinkbroadband.com/ping/share/a832c6cf711...

Is there a router setting that is likely to be affecting the high ping do you think?

I have done a couple of more pings:


C:\>ping www.amazon.com

Pinging opf-www.amazon.com [54.239.25.208] with 32 bytes of data:
Reply from 54.239.25.208: bytes=32 time=165ms TTL=228
Reply from 54.239.25.208: bytes=32 time=115ms TTL=228
Reply from 54.239.25.208: bytes=32 time=118ms TTL=228
Reply from 54.239.25.208: bytes=32 time=119ms TTL=228

Ping statistics for 54.239.25.208:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 115ms, Maximum = 165ms, Average = 129ms

C:\>ping www.yahoo.co.uk

Pinging src.g03.yahoodns.net [77.238.184.150] with 32 bytes of data:
Reply from 77.238.184.150: bytes=32 time=30ms TTL=52
Reply from 77.238.184.150: bytes=32 time=30ms TTL=52
Reply from 77.238.184.150: bytes=32 time=25ms TTL=52
Reply from 77.238.184.150: bytes=32 time=25ms TTL=52

Ping statistics for 77.238.184.150:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 30ms, Average = 27ms

Your standard pings aren't that bad. What you probably need to do is add a -t to a ping (ie ping www.bbc.co.uk -t). This will run ping then until you stop it (with ctrl-c). By doing that you can then see how often you are getting spiked pings - those are what is showing up in yellow.

Here is another one from bbc about 7-8 spikes in the list which is above the 25ms mark - I counted 7 that don't look normal before I stopped it.

C:\Users\ping www.bbc.co.uk -t

Pinging www.bbc.net.uk [212.58.246.94] with 32 bytes o
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=175ms TTL=51
Reply from 212.58.246.94: bytes=32 time=194ms TTL=51
Reply from 212.58.246.94: bytes=32 time=94ms TTL=51
Reply from 212.58.246.94: bytes=32 time=35ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=106ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=63ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=28ms TTL=51
Reply from 212.58.246.94: bytes=32 time=28ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=23ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=28ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=86ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=54ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=28ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=32ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=24ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=52ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=29ms TTL=51
Reply from 212.58.246.94: bytes=32 time=27ms TTL=51
Reply from 212.58.246.94: bytes=32 time=23ms TTL=51
Reply from 212.58.246.94: bytes=32 time=25ms TTL=51
Reply from 212.58.246.94: bytes=32 time=28ms TTL=51
Reply from 212.58.246.94: bytes=32 time=26ms TTL=51

Ping statistics for 212.58.246.94:
Packets: Sent = 96, Received = 96, Lost = 0 (0% lo
Approximate round trip times in milli-seconds:
Minimum = 23ms, Maximum = 194ms, Average = 32ms
Control-C

Edited by deleted (Fri 16-Dec-16 15:00:08)

Here is google..

C:\Users\ping www.google.co.uk -t

Pinging www.google.co.uk [62.253.72.187] with 32 bytes of data:
Reply from 62.253.72.187: bytes=32 time=19ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=17ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=36ms TTL=59
Reply from 62.253.72.187: bytes=32 time=16ms TTL=59
Reply from 62.253.72.187: bytes=32 time=22ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=172ms TTL=59
Reply from 62.253.72.187: bytes=32 time=47ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=197ms TTL=59
Reply from 62.253.72.187: bytes=32 time=25ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=13ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=19ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=15ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=14ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=12ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=11ms TTL=59
Reply from 62.253.72.187: bytes=32 time=114ms TTL=59

Ping statistics for 62.253.72.187:
Packets: Sent = 78, Received = 78, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 197ms, Average = 19ms

Anything above 15 I flagged up here...

Surely these spikes aren't normal?

Just to make sure I haven't made a boo boo.. I configured the graph using the WAN IP address of Virgin Media and not my local router address eg 192.168.x.x

Edited by deleted (Fri 16-Dec-16 15:00:38)

That appears to be what is showing up in the monitor. Definitely not something right there - could be a problem in the Virgin network.

I have spoken to Virgin today and they guy (level 2 support) was most unhelpful!

Said 'everything is normal' and you get max speeds and we do not recognise the BQM and 'we use our own diagnostic tools' and literally made me so mad I slammed the phone down.

They refuse to acknowledge a problem and I have asked to speak to a manager.

Really don't know how to get this resolved..

Edited by deleted (Fri 16-Dec-16 15:01:14)

In video terms you are seeing "jitter" - latency is fine but consistency of it is not so good. That can impact on live video/voice and also on gaming. But, I'm not surprised they are saying there is no problem - it is par for the course with big ISPs and unfortunately I have no direct experience with cable so unable to help further I'm afraid.

A definition of jitter:

Jitter is defined as a variation in the delay of received packets. The sending side transmits packets in a continuous stream and spaces them evenly apart. Because of network congestion, improper queuing, or configuration errors, the delay between packets can vary instead of remaining constant

Edited by ian72 (Fri 16-Dec-16 15:06:20)

I am not sure if Roberto is able to add anything?

I am going to call VM again and ask to speak to a manager.

I've been away . Ian has done a great job. Re them not recognising the thinkbroadband BQM, that isn't surprising, but there's a fair chance an ADR panel would.

I don't recommend getting them to compare your BQM to mine in my sig, as they both say AA, which is a premium level ISP not mass market, but you might find some useful ones in the BT or Fibre forums here. You might like to compare my -t pings to yours though and let them see those:-

C:\Users\Bob>ping www.bbc.net.uk -t

Pinging www.bbc.net.uk [212.58.244.71] with 32 bytes of data:
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=15ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=15ms TTL=56
Reply from 212.58.244.71: bytes=32 time=15ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=13ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56
Reply from 212.58.244.71: bytes=32 time=12ms TTL=56

Ping statistics for 212.58.244.71:
Packets: Sent = 66, Received = 66, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 15ms, Average = 12ms
Control-C
^C
C:\Users\Bob>ping www.google.co.uk -4 -t

Pinging www.google.co.uk [216.58.213.99] with 32 bytes of data:
Reply from 216.58.213.99: bytes=32 time=15ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=14ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=14ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=13ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57
Reply from 216.58.213.99: bytes=32 time=12ms TTL=57

Ping statistics for 216.58.213.99:
Packets: Sent = 57, Received = 57, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 15ms, Average = 12ms
Control-C
^C
C:\Users\Bob>

I just spoke to them and have switched my Superhub 3.0 to a SH2ac and see if this has an effect.

They have also said they cant see any network congestion or any other issues. The advisor stated that a 'ping' is a low quality traffic and if you send a 'continuous ping' you will get high numbers back the first time because it is trying to make a connection and then the numbers will fluctuate because you are continuously sending traffic.

I don't agree with this but didn't have any strong points or the knowledge to counter it back. He said there preferred method is to run a tracert and generally the problems will be associated with 'Pairing' or the handover after leaving the Virgin Network or with an issue on the cable and they can look at that.

He did however agree with me when I ran a tracert to the gaming server that I use that something doesn't look quite right and I have provided him with the tracert and he has agreed to raise it for a 're-routing'.

I am continuously monitoring the latency now on my line with the new device and see what the new equipment yields and am due to have a scheduled conversation with him on Monday.

Is ADR the ombudsmen service ? and what points can I use to counter the argument about the continuous ping?

Thank You

Edited by deleted (Fri 16-Dec-16 19:54:30)

SuperHub 3 has known issues with its CPU getting busy and thus means latency is impacted, so different modem hardware may help.

Based on the support persons theory everyone connection should look like yours
http://www.thinkbroadband.com/ping/share/635ad23807c...

Is a good example of what you should get on a reasonable connection, this is a 1.5km long VDSL2 line, so less than ideal but good latency. The yellow matching up when I am sat down working, and the big yellow/blue spike was a big download/upload sequence in short when you'd expect latency to vary.

To counter you would use examples like above, because if the continuous ping behaviour was inherent in how ICMP and ping is handled then all connects would show the issue.

Hello again,

Mr Saffron thank you for the response.

So yesterday I spent some time on the phone getting the SH2ac setup and have seen a vast improvement (but not sure if it can be improved further). For some reason my IP didn't change so I had to delete the old graph and start a new monitor which is below.

http://www.thinkbroadband.com/ping/share/4d2f58d8171...

There is the odd spike here and there and a 'blue streak'. For some reason the graph hasn't updated from 10am to 12pm .

Wondered what you guys make of the graph now?

Thank you

Much better and would call that a good DOCSIS connection.

http://www.thinkbroadband.com/news/7582-virgin-media... is why the superhub3 was so bad

Is there any reason why the graph hasn't updated to show the 10am to 12pm segment or is it generally a 'burst write'.

Also - if my IP address hasn't changed I presume I am still okay using the same IP even though I have added different hardware.

This is the first time I am using these forums and I have to give credit to the tremendous help, advice, support that this facility provides.. Thank You to all of you - Just wondering if this graph will update now and if any further tweaks need to be made?

The time-scale at the bottom doesn't update cleanly until the graph has been running for twenty-four hours. If you look now it should have the 12 noon legend, but hasn't. Soon it will . I can see well past 10am on it now in terms of the graph itself.

I too think that graph looks normal. Not excellent but nothing to worry about.

Edit - the 12pm label has appeared, in the place it should be.

Edited by RobertoS (Sat 17-Dec-16 13:09:10)

In reply to a post by Squibbles:

Also - if my IP address hasn't changed I presume I am still okay using the same IP even though I have added different hardware.

This is the first time I am using these forums and I have to give credit to the tremendous help, advice, support that this facility provides.. Thank You to all of you - Just wondering if this graph will update now and if any further tweaks need to be made?

Yes re the IP - if it doesn't change you could keep the same graph. You could just have used the Edit to change the heading, as we would all know what had happened .

See my post a few seconds ago re the updating - it's fine and no tweaks needed.

We all like to receive thanks

Yes re the IP - if it doesn't change you could keep the same graph. You could just have used the Edit to change the heading, as we would all know what had happened .

See my post a few seconds ago re the updating - it's fine and no tweaks needed.

We all like to receive thanks

Yes - Agreed I could have - sorry about that . You guys are indeed awesome!

The only other thing that someone mentioned to me about the SH2ac is 'buffer bloat' - Is it really worth taking into consideration for video motion/PS4 etc? They did mention that setting a good QoS would reduce that.

The graph looks a lot better now!

http://www.thinkbroadband.com/ping/share/7a751599c97...

Edited by deleted (Sat 17-Dec-16 13:19:06)

My Broadband Ping

first post and i hope this works, ive read and reread the guide on interperting the graph but if im honest i dont understand it can anyone help me with this