New User - Appaling Speeds

[PieOPah]

Hi,

On Saturday, I had Broadband and Phone installed. Originally, I asked if the modem could be placed next to my computer (so I could connect via Ethernet) however the engineer said that since all the cabling was already in place at the from of the house he would need to install the modem there. Fairy Nuff....

Anyway, after setting up my wireless router and setting up my PC, I tested the speeds. In general these ranged from about 500 kb/s to 3000 kb/s (give or take). A call to the support and they quickly arranged for an engineer to come round.

He fitted something to the back of the modem (has 12dB on it but not too sure what it is) and was told that this would fix the problem. That evening, I was receiving similar speeds - maybe a bit faster.

I monitored my speeds for a few hours and the results were erratic. Sometimes I got 2000 kb/s other times it was around 12000 kb/s. These tests would also show extremely different results within minutes of each other.

A call to the support desk and I go through a variety of things. Eventually, having reported that I was able to download a file while connected directly to the modem with speeds of around 1.5 Mb/s, I was told that the problem was with my wireless router.

So, I test my router and this gives me similar speeds as when connected directly to the modem.

Virgin Support didn't seem to be bothered that my speeds are fluctuating quite rapidly. A single acknowledgement of an acceptable speed and they dismiss my issue. The opposite way round they seem to dismiss the fact that my router has been able to achieve relatively decent speeds.

Is there a problem (I am in the Reading Area RG2)? Could it be a problem with my router? What would be the easiest way to get the modem moved to the back of the house so that I am wired with my PC?

If VM are telling me my speed problems are because I am wireless and VM refused to do the installation so I could be wired, can I get them to do the re-installation?

[cimt]

Question.

What router are you using?

Also, you can get long ethernet cables for cheap. See what speeds you get when you're directly connected to your modem.

[southwell]

I had the same kind of problem, try a different channel on your wireless.

[PieOPah]

Question.

What router are you using?

D-Link DIR-635


Also, you can get long ethernet cables for cheap.
Don't really want wires trailing round the house - something I am considering though (if the wife doesn't mind my drilling into the ceiling....)


See what speeds you get when you're directly connected to your modem.

As mentioned, I am getting similar speeds regardless of being wired or wireless.

I had the same kind of problem, try a different channel on your wireless.

I have already changed channel. I was originally on 11. There is an option on my router to auto detect the best channel. This has changed it to 1 so I am now using that.

[southwell]

FYI 11 messed mine up, im on 6.

If you want cabled then you could try homeplugs?

[PieOPah]

If you want cabled then you could try homeplugs?

I have read about those but had such mixed reports that I didn't want to get them.

Oh and if it makes any difference on my PC I have "Linksys WUSB300N Wireless-N USB Adapter"

[whydoIneedatech]

Hi,

On Saturday, I had Broadband and Phone installed. Originally, I asked if the modem could be placed next to my computer (so I could connect via Ethernet) however the engineer said that since all the cabling was already in place at the from of the house he would need to install the modem there. Fairy Nuff....

The engineer should install where you ask, not where he wants for a quick install.

Ring up and complain about the installation not be put where you want on 150 option 4.

[southwell]

If you get 1.5mb directly through the modem then i would expect it to be your router? I would reset it to factory settings, test it and see if it works properly then, then input your settings again.

[PieOPah]

The engineer should install where you ask, not where he wants for a quick install.

Ring up and complain about the installation not be put where you want on 150 option 4.

Thanks, I'll do that :)

If you get 1.5mb directly through the modem then i would expect it to be your router? I would reset it to factory settings, test it and see if it works properly then, then input your settings again.

Yeah, but what I am saying is that through the modem and the router I am getting roughly the same speeds and these speeds fluctuate on both. This would suggest to me that the problem is with the modem itself.

If I took the router out of the equation then I would still have the same problem.

[southwell]

Eventually, having reported that I was able to download a file while connected directly to the modem with speeds of around 1.5 Mb/s

Did you say this, or support?

If you get the same on both then i'd say modem/account settings or UBR?

[PieOPah]

Did you say this, or support?

If you get the same on both then i'd say modem/account settings or UBR?

I have confirmed that I have been able to download a file at approx 1.5 Mb/s (this was a file from Microsoft website). I did this whilst on the phone to support and they stated that since I was getting that speed whilst connected directly to the modem then the fault was with my router.

The fact that I have also received the same speed when connected to my router is ignored.

I have been running an hourly scheduled speed test today on my wireless connection. I guess the next step is to run the same scheduled test when connected to the modem. I can then E-mail the results to them as hard proof of what is going on with my connection!!!

[southwell]

open cmd and ping www.virginmedia.com (http://www.virginmedia.com) /t, is your ms below 20 constantly? Test on wired and wireless.

[PieOPah]

I'll give that a try when I get home :)

[Magilla]

If VM are telling me my speed problems are because I am wireless and VM refused to do the installation so I could be wired, can I get them to do the re-installation?

You would probably be better getting rid. BB speed and reliability is generally abysmal on VM (IMHO).

[southwell]

I'll give that a try when I get home :)
Remember to do /t at the end, this will keep pinging until you stop it, ctrl + c.

[PieOPah]

Remember to do /t at the end, this will keep pinging until you stop it, ctrl + c.

it's -t :)

[southwell]

They both do the same thing ;)

[PieOPah]

They both do the same thing ;)

Fair enough :) Never used the forward slash...

Anyway, here are the results of my speedtest from around midnight... (This is from my wireless connection)

20/05/2008 23:56 10133 DOWNLOAD
20/05/2008 23:56 724 UPLOAD
21/05/2008 00:02 12329 DOWNLOAD
21/05/2008 00:02 671 UPLOAD
21/05/2008 00:11 9559 DOWNLOAD
21/05/2008 00:11 618 UPLOAD
21/05/2008 01:12 10172 DOWNLOAD
21/05/2008 01:12 791 UPLOAD
21/05/2008 02:12 12695 DOWNLOAD
21/05/2008 02:12 802 UPLOAD
21/05/2008 03:13 8770 DOWNLOAD
21/05/2008 03:13 761 UPLOAD
21/05/2008 04:14 9565 DOWNLOAD
21/05/2008 04:14 803 UPLOAD
21/05/2008 05:14 12118 DOWNLOAD
21/05/2008 05:14 779 UPLOAD
21/05/2008 06:15 10264 DOWNLOAD
21/05/2008 06:15 771 UPLOAD
21/05/2008 07:16 11156 DOWNLOAD
21/05/2008 07:16 802 UPLOAD
21/05/2008 08:17 10355 DOWNLOAD
21/05/2008 08:17 632 UPLOAD
21/05/2008 09:18 10056 DOWNLOAD
21/05/2008 09:18 630 UPLOAD
21/05/2008 10:18 11399 DOWNLOAD
21/05/2008 10:18 763 UPLOAD
21/05/2008 11:19 10097 DOWNLOAD
21/05/2008 11:19 717 UPLOAD
21/05/2008 12:20 2732 DOWNLOAD
21/05/2008 12:20 559 UPLOAD
21/05/2008 13:21 13197 DOWNLOAD
21/05/2008 13:21 812 UPLOAD
21/05/2008 14:22 3675 DOWNLOAD
21/05/2008 14:22 635 UPLOAD
21/05/2008 15:23 3875 DOWNLOAD
21/05/2008 15:23 655 UPLOAD
21/05/2008 16:23 2955 DOWNLOAD
21/05/2008 16:23 660 UPLOAD
21/05/2008 17:24 4317 DOWNLOAD
21/05/2008 17:24 713 UPLOAD

And the ping results

Pinging www.virginmedia.com [212.250.162.12] with 32 bytes of data:

Reply from 212.250.162.12: bytes=32 time=21ms TTL=121
Reply from 212.250.162.12: bytes=32 time=9ms TTL=121
Reply from 212.250.162.12: bytes=32 time=13ms TTL=121
Reply from 212.250.162.12: bytes=32 time=15ms TTL=121
Reply from 212.250.162.12: bytes=32 time=33ms TTL=121
Reply from 212.250.162.12: bytes=32 time=16ms TTL=121
Reply from 212.250.162.12: bytes=32 time=30ms TTL=121
Reply from 212.250.162.12: bytes=32 time=14ms TTL=121
Reply from 212.250.162.12: bytes=32 time=8ms TTL=121
Reply from 212.250.162.12: bytes=32 time=7ms TTL=121
Reply from 212.250.162.12: bytes=32 time=17ms TTL=121
Reply from 212.250.162.12: bytes=32 time=29ms TTL=121
Reply from 212.250.162.12: bytes=32 time=21ms TTL=121

Ping statistics for 212.250.162.12:
Packets: Sent = 13, Received = 13, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 33ms, Average = 17ms

Ping seems fine (at the moment) and this is the speedtest done just after the ping

https://www.cableforum.co.uk/images/local/2008/05/1.png (http://www.speedtest.net)

---------- Post added at 18:39 ---------- Previous post was at 18:30 ----------

And does this information help at all?

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 2.5 dBmV
Downstream SNR : 41.1 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 37500000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 39.0 dBmV
Upstream Mini-Slot Size : 2

[chickendippers]

Try this: http://www.virginmedia.com/help/20mb-broadband-optimisation.php

The 20Mb service does fluctuate dramatically - this is normal. If you want a consistent speed downgrade to the 4Mb service or wait 'till they roll out the 50Mb service (the technology for 50Mb speeds should mean greater stability for 20Mb customers).

[southwell]

I would get onto Virgin. My mate had the same kind of problem as you and a new modem sorted it out, it's possible it might be that, or over congestion.

[CrunchinJelly]

I would get onto Virgin. My mate had the same kind of problem as you and a new modem sorted it out, it's possible it might be that, or over congestion.

I though over-congestion didn't affect cable?

[southwell]

I though over-congestion didn't affect cable?
It does if you overload the UBR.

[whydoIneedatech]

And does this information help at all?

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 2.5 dBmV
Downstream SNR : 41.1 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 37500000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 39.0 dBmV
Upstream Mini-Slot Size : 2

Your power levels appear to be within the normal range for your service, does not appear to anything wrong with the above posting.

[PieOPah]

I have sent an E-mail to support with all of the above information. The only thing I couldn't provide was a tracert as I think my firewall is blocking this. Too early for me to bother investigating. There should be enough info already to provoke a response.

[Bonglet]

I have the same router and wireless kit as yourself the wireless isnt that good im afraid, you will be much better off using the ethernet connection with it rather than wireless adapter if you can.

[PieOPah]

Obviously I would prefer to do this however, I don't want wires trailing around my house. I am currently looking into a way that I can do this with minimum disruption.

[Azazel]

It seems to me as a non-cable user that you are experience a combination of factors including (but not limited to):

1) Fluctuating speed from the cable service (possible overloaded UBR)
2) Poor Wireless signal strength

I would suggest that you try an alternative router maybe a MIMO one or a Draft N router that can punch up the signal strength and throughput, combine that with a decent wireless receiver preferably and PCMCIA one for a laptop or a PCI one for desktop and you should see a distinct improvement in the connection speed and stability.

Also work your way through all the available wireless channel's one by one testing the speed a few times on each channel to see which offers the best stability, also try and minimise the number of walls between the router and the machine receiving the wireless.

[PieOPah]

It seems that my speeds have improved somewhat. Basically I am at a point where I am not too worried if at times I am getting a slower speed - it is mainly when I want to go online with my XBox.

I already have a Draft N Router and Draft N USB Device (the PCI that I bought wouldn't install properly for some reason).

If I could move either my router or the machine then I would already have done this. The fact that the speeds fluctuated when connected directly to the modem means that there is absolutely nothing wrong with anything else - walls, routers, distance, wireless devices, channels etc.

Since I do receive decent speeds at varying times means that Virgin basically don't seem interseted in helping me much more than they have done.

So, I am happy to live with the speeds as I am at work most of the time anyway and have for most of the time had few online issues - only a couple of times when I couldn't get a decent connection effected me.