250M Ping spikes, lags and packet losses

DD_SHaDoW · 22-10-2026, 14:55

Hello,

I'm on full fibre 250mbps from Virgin, using their standard Hub5x because I'm on XGS-PON network. I'm having ping spikes and/or packet losses couple times a day for 30-60 minutes, it happens on different times, it can be ok for 1-2 days, but it is pretty much everyday on different times, spikes are on all devices, connected by wi-fi and wire and on different apps/games. It may happen at 2am when all my devices are switched off and everyone asleep, so it is not me or someone else in my household bloats the speeds. I have called them several times, they come - clean the contacts reassuring me it will be ok now, but it is still the same.

I literally can't have uninterrupted work calls during a day and I can't play without a lags in the evening.

Any suggestions? What are my options to get stable connection for video/audio calls and gaming?

I'm attaching some of the examples from my Broadband Quality Monitor https://www.thinkbroadband.com/my-pr...uality-monitor.

adduxi · 23-10-2026, 12:20

Is there anything of note in the Hub logs? I've never used a Hub 5X so don't know about the logs.

DD_SHaDoW · 23-10-2026, 14:21

Quote:

Originally Posted by adduxi

Is there anything of note in the Hub logs? I've never used a Hub 5X so don't know about the logs.

Does it have some sort of logging? Will check today after 5pm.

gunner45 · 23-10-2026, 16:54

Log into the hub, probably 192.168.0.1, and post the downstream, upstream and network log.

spiderplant · 23-10-2026, 20:04

Have you reported it to VM?

DD_SHaDoW · 24-10-2026, 11:22

Quote:

Originally Posted by spiderplant

Have you reported it to VM?

From my first post:
"I have called them several times, they come - clean the contacts reassuring me it will be ok now, but it is still the same."

DD_SHaDoW · 24-10-2026, 11:37

Can't find logs there, noticed this error... Same from a PC connected wired and a phone on a wifi

DD_SHaDoW · 26-10-2026, 22:25

There are no downstream, upstream or network log in 192.168.0.1

Screenshots for BQM for last 3 days attached.

DD_SHaDoW · 26-10-2026, 22:32

Could this mean anything? Speed test on their own website fails to run a test to router.

https://www.virginmedia.com/broadband/speed-test

adduxi · Yesterday, 10:09

Would be worth a reboot of the Hub 5X, if not done already? Also it could be a bad connection, e.g. dirty fibre? Best to press for an technician to visit and sort it out. If it is an area wide fault, you will just have to wait it out.

DD_SHaDoW · Today, 00:44

Quote:

Originally Posted by adduxi

Would be worth a reboot of the Hub 5X, if not done already? Also it could be a bad connection, e.g. dirty fibre? Best to press for an technician to visit and sort it out. If it is an area wide fault, you will just have to wait it out.

If only people would read first message where clearly written they cleaned it several times, and it not helps. Restart? Are you working in support? Maybe i should check if its plugged in to a socket as well?