Time To Change ISP? Awful Connection

[Will_Arvi]

Hello everyone.

I'll try and be as brief and as un-"wall-of-text"-ish as I can but please bear with me.

Since some time around February, the internet in my house has come to a near grinding halt. With up to 4-5 people in my family online at a time anyway, the bandwidth is sure to be used up quickly, but we have a very bad connection even if I'm the only one that is using the internet/a computer connected to the internet. I'm a WoW player, for reference, and generally when I play alone, not doing anything else on my PC apart from listening to music, I have around a 70-150ms connection. Upon loading up a browser, this will go up a bit. Upon loading a youtube video, facebook, myspace, any relatively more demanding site than just google, my ms will shoot up to anywhere between 400 and 1.5k ms. Occasionally, I also get this when I'm on WoW alone, a sudden spiking session and an average ms of 800, making gaming not only infuriating, but unplayable and a compromise to everybody gaming with you. Another setback is that between the hours of 8-11pm, we often have disconnections, a few a night. They do tend to have a pattern, the first one around 8:54 ish, the next a bit later, and so on, give or take a few minutes. Some nights we actually don't have any, others we have more.

In terms of what we've already tried, we've done everything your local techie or call center department will troubleshoot straight away. Resetting the modem, changing/installing microfilters, putting on a BT-I plate (which has sped up how fast the net connects somewhat, rather than the actual speed of it), we replaced the current modem and router with brand new ADSL+2 enabled equipment, upgraded to an ethernet connection on all computers, tried taking the phone out, seeing any difference, testing the master socket etc, all to no avail, some even made things worse.

The amount of times we've called Virgin Media tech support and had tests run on our line with different equipment plugged / unplugged or in different sockets has become uncountable. They say our line is now "quicker"(?), yet only more issues have only started to arise since they said this, and our internet - despite dropping out - runs pretty quickly when it's up.

Also, when we have drop offs, on the modems website the PPP status says down, as does the PVC status, however the system uptime carries on, this doesn't go back to 0, which I think implies the connection is still functioning or something. The modem doesn't always stay down when we lose connection, but when it does we can reboot it from the modems website, try to connect again, and this generally works. Both the PPP and PVC status' go down though, although I'm not sure what this means. Some techies have said it's a potential authentication issue. Sometimes when we have a drop off, we can't even access the modem, but the router tends to stay up more often. Yes, I've tried changing channels and frequencies etc on the router setup, most of the time just giving a constant 1.2k ms.

Here are some statistics I think might be worth looking at:

(Note: We're supposedly on a "up to 8meg" national connection, recieving speeds of around 5-6meg based on distance from exchange, which is 2 miles)

http://img188.imageshack.us/img188/9246/speedtesto.jpg (http://img188.imageshack.us/i/speedtesto.jpg/)

Tracing route to www.bbc.net.uk [212.58.253.67]
over a maximum of 30 hops:

1 14 ms 7 ms 20 ms . [192.168.1.1]
2 47 ms 220 ms 99 ms host82-14-174-13.not-set-yet.ntli.net [82.14.174
.13]
3 27 ms 408 ms 35 ms host82-14-173-17.not-set-yet.ntli.net [82.14.173
.17]
4 31 ms 69 ms 29 ms host82-14-174-105.not-set-yet.ntli.net [82.14.17
4.105]
5 72 ms 32 ms 45 ms popl-core-1a-ge-410-0.network.virginmedia.net [8
2.14.168.1]
6 25 ms 31 ms 32 ms pop-bb-a-as2-0.network.virginmedia.net [213.105.
174.234]
7 33 ms 89 ms 30 ms nth-bb-b-as3-0.network.virginmedia.net [213.105.
172.13]
8 28 ms 31 ms 35 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
9 63 ms 33 ms 36 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
10 33 ms 41 ms 38 ms 212.58.238.153
11 117 ms 31 ms 40 ms te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.


Tracing route to www.bbc.net.uk [212.58.253.67]
over a maximum of 30 hops:

1 21 ms 9 ms 7 ms . [192.168.1.1]
2 27 ms 106 ms 28 ms host82-14-174-13.not-set-yet.ntli.net [82.14.174
.13]
3 26 ms 30 ms 29 ms host82-14-173-17.not-set-yet.ntli.net [82.14.173
.17]
4 28 ms 101 ms 30 ms host82-14-174-105.not-set-yet.ntli.net [82.14.17
4.105]
5 26 ms 143 ms 31 ms popl-core-1a-ge-410-0.network.virginmedia.net [8
2.14.168.1]
6 83 ms 38 ms 37 ms pop-bb-a-as2-0.network.virginmedia.net [213.105.
174.234]
7 34 ms 159 ms 30 ms nth-bb-b-as3-0.network.virginmedia.net [213.105.
172.13]
8 182 ms 152 ms 36 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
9 27 ms 36 ms 115 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
10 81 ms 41 ms 29 ms 212.58.238.153
11 104 ms 109 ms 99 ms te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Tracing route to www.bbc.net.uk [212.58.253.67]
over a maximum of 30 hops:

1 13 ms 22 ms 8 ms . [192.168.1.1]
2 27 ms 28 ms 45 ms host82-14-174-13.not-set-yet.ntli.net [82.14.174
.13]
3 29 ms 38 ms 28 ms host82-14-173-17.not-set-yet.ntli.net [82.14.173
.17]
4 27 ms 31 ms 28 ms host82-14-174-105.not-set-yet.ntli.net [82.14.17
4.105]
5 62 ms 34 ms 30 ms popl-core-1a-ge-410-0.network.virginmedia.net [8
2.14.168.1]
6 49 ms 146 ms 129 ms pop-bb-a-as2-0.network.virginmedia.net [213.105.
174.234]
7 28 ms 31 ms 162 ms nth-bb-b-as3-0.network.virginmedia.net [213.105.
172.13]
8 84 ms 135 ms 123 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
9 206 ms 133 ms 211 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
10 246 ms 30 ms 39 ms 212.58.238.153
11 33 ms 31 ms 124 ms te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

---------------------------------------------

We also have tried to have a BT engineer install a new line to our house from the wiring along the road, but he refused to saying it would do no good as "broadband is designed to override other signals", he clearly has never heard of how unstable broadband is due to interference at times and made me hate BT with every fibre in my body, why he couldn't just do it was beyond me. I so wanted to be able to tick off the line we use as a potential issue.

This is all I can think to say right now, you're more than welcome to ask for more information, and please provide instructions if it's something I might not know how to do.


p.s. after rereading it, I should probably add the fastest d/l speed I get 110kb/s. Doing this however, does bring the net to a real stop elsewhere.

[beanie]

Hi,

I dont have ADSL so i am no expert. The broadband you are being provided by Virgin Media is using a BT phone line and also a BT Exchange. I guess the issue is caused by BT and Virgin are suffering the blame.

This is an interesting article about ADSL and speeds:

http://news.bbc.co.uk/1/hi/magazine/8171984.stm

It sounds to me like there is interfearance on the line somewhere, or maybe a faulty card in the exchange.

I think that if you change ISP you are likely to have the same issue.

Sorry I cannot be of more help.

[Will_Arvi]

As I write this, I've had about 5-6 disconnections lasting between 5 seconds and 2 minutes in the last 10 minutes, tonight has been abysmal.

---------- Post added at 00:46 ---------- Previous post was at 00:44 ----------

I'm not 100% sure it's interference, or if it is, somebody is doing something quite regularly.

It wouldn't seem to explain the fact youtube makes the net horrible any time of the day, or the reason behind drop offs at night. However, if that stupid **** over at BT had actually fixed a new line for us when we asked, I might have had a month without be smashing my desk and keyboard several times a night.

After reading the article linked, and going back to what I said, I'm between 2-3km from the exchange, so a speed of 5-6 mbps as calculated by BT sounds not miles off, 2mbps is even better than what I have and I live within that easily.

[Ignitionnet]

You definitely have a line issue or there's a problem with your port at the exchange. Upstream and downstream attenuation should not be the same.

Virgin should raise this issue with BT.

[Will_Arvi]

Broad, what should I do about that? I have asked BT to look at the exchange and they fed me some rubbish about changing routers frequency, which I'd done before to no avail and then said they can't help any more. I don't know where to call to get an honest look at my exchange.

[beanie]

I have got a Mobile Dongle from Virgin for £5 a month with 1GB allowance. I only got it as a backup plan. It arrived the next morning and it works great! I know it's not the point but maybe it will help ease the pain while this is being resolved?

[webcrawler2050]

Broad, what should I do about that? I have asked BT to look at the exchange and they fed me some rubbish about changing routers frequency, which I'd done before to no avail and then said they can't help any more. I don't know where to call to get an honest look at my exchange.

There is some issue going on here, I would ask the VM Tech to change your profile.. it could be just a case of finding the right profile and then making it stable.

Also, are all your lines filtered? Have you tried turning router off and reconnecting using the master socket? If not, try that..

Are you connecting via Wifi or ethernet? Is there any specific times of the day / night this is happening? Do you loose sync alltogether, do you have any connection drops?

Can you provide a ping for me please - of say http://www.bbc.co.uk and a trace route once more please?

[v0id]

You might want to blank out your mac address and IP

[Will_Arvi]

first off, I'm not 100% sure I know what you mean by profile, the frequencies and speed? I assume the tech support will know what I mean by profile.

All of my lines are filtered

We're connected via ethernet. It goes master socket -> modem -> router -> ethernet adapter in the closest plug socket -> ethernet adapter in my room -> my pc. We used to use wifi, ethernet was supposedly faster (and has been) so we tried that as a fix.

Tried using the master socket, we use the master socket atm as the extension socket is less reliable. I'm not 100% sure we lose sync altogether, as it comes back up pretty quick, as is true about drops. The net reconnects very quickly, a re-sync? When the net stays down, that is perhaps a drop off. This lasts until the modem is reset.

We have disconnections at night mostly, anywhere between 3-15 or so, or none at all, around 8-11pm. The lag we get from just going on youtube is all day. I've a friend on a 512kbps connection who doesn't have troubles on games by loading youtube videos, and my net is supposedly better.

Here's a ping and a tracert

http://img23.imageshack.us/img23/7417/newtracert.th.jpg (http://img23.imageshack.us/i/newtracert.jpg/)

not sure why it's only going to 13 now instead of 30. I should probably mention too, that ping tests sometimes result in 4 packets lost. I also can't get my cmd window to open wider.. hoping that's not a problem.

---------- Post added at 01:35 ---------- Previous post was at 01:34 ----------

You might want to blank out your mac address and IP

just removed the link, seeing as I've been given enough information as I needed on whats wrong with the settings there.

[Ignitionnet]

Broad, what should I do about that? I have asked BT to look at the exchange and they fed me some rubbish about changing routers frequency, which I'd done before to no avail and then said they can't help any more. I don't know where to call to get an honest look at my exchange.

It's not up to you to get BT to sort it, you aren't the one paying them for the DSL / broadband, Virgin are and you pay Virgin. It's up to Virgin to raise this with BT and they are the only ones who can which is probably why BT seem so unhelpful.

EDIT: I've just noticed from your upstream, etc, that you are connected to Cable and Wireless equipment in the exchange, not BT. It's up to Virgin to raise this with Cable and Wireless.

---------- Post added at 02:08 ---------- Previous post was at 02:06 ----------

You might want to blank out your mac address and IP

He's on ADSL so MAC address is about as much use as an umbrella in a nuclear explosion.

[Will_Arvi]

okay thanks for clearing that up, will call up VMTS tomorrow and try and get something sorted, will update it tomorrow :)

[Tech_Boy]

if you are connected to C&W equipment in the exchange (the area has been unbundled), then that is probably what is causing the issue, I saw this alot when I was removed from Broadband support & moved to ADSL support.
It seemed to be a combination of factors causing service issues once the exchange had been unbundled, the connection is now ADSL 2, and has much tighter tolerances for the signal levels, so the line that may have been ok for ADSL 1, could give a much lower speed on ADSL 2, sometimes customers modems & routers did not support ADSL 2 (but that was not that common).