Timeout 20 MB

[ruddock08]

Having problems with 20 mb cable connection. Basically, when surfing the net it is fine but some pages take ages to load, or half-load and require a million refreshes to get up. It is worse on wireless, so I have taken that out completely and it is better on wired, but I am still having the problem sometimes. Have spoke to 4 people at Virgin this morning, all completely useless. 3 said that they have checked everything and it must be my PC. The PC i am using is brand enw from DELL dleivered about an hour ago. The first guy said they can't check everything such as ethernet out and the green cabinet so they could send out technician, unfortunately, I can no longer get hold of him. Have tried booting in safe mode, re-installing virus, changing ethernet. Works better than on wireless but still getting it sometimes.

Any ideas?

[Sephiroth]

Has it worked well on another PC or have you just got the 20 Mb as well?

[ruddock08]

Its been working fine on all 4 of my PC's, wired and wireless until the other day when it went out for around 5 hours and it hasnt been right since!

---------- Post added at 19:13 ---------- Previous post was at 19:13 ----------

My PS3 has just given me an error which translates to a DNS error, if thats any help!

[Sephiroth]

So you're gonna have to assume the position,please.

That means your modem stats (Downstream, Upstream, Operational Config, Event Log); a couple of speed tests at the same time around the modem stats and a pathping www.bbc.co.uk/

Then we can correlate the information and reach some sort of conclusion - even if onluy the reason why you'd have to call VM and what to say to them!

[ruddock08]

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 0.4 dBmV
Downstream SNR : 37.8 dB


Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 43.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

First Time Last Time Priority Description
Tue Dec 22 14:16:46 2009 Tue Dec 22 14:16:46 2009 Information (7) The s/w filename specified in the config file is the same as ...
Tue Dec 22 14:16:46 2009 Tue Dec 22 14:16:46 2009 Information (7) A software upgrade filename was specified in the config file.
Tue Dec 22 14:16:46 2009 Tue Dec 22 14:16:46 2009 Information (7) Authorized
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) Registration complete!
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) Received a REG-RSP message from the CMTS...
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) Sending a REG-REQ to the CMTS...
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) CableModem SNMP configure complete
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) IP init completed ok
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) CableModem TFTP init ok
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Information (7) CableModem DHCP client init ok
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok

https://www.cableforum.co.uk/images/local/2009/12/12.png (http://www.speedtest.net)

https://www.cableforum.co.uk/images/local/2009/12/13.png (http://www.speedtest.net)

Pathping for BBC - average ping 584 ms.

Thanks for the help Sephiroth!

[Griffin]

Had a similar situation myself on 20mb a couple of weeks back. modem lost connection when i finally reconnected web pages loading slow, download speeds 1.1mbs from microsoft. Speed test sites gave about 10mb download speeds where as before i had always got full 20mb speeds, as well as a rock steady connection. I have since downgraded to 10mb getting full 10mb speeds but web pages are slow to load also the modem still loses connection every few days. I get the feeling its something vm are doing to their network, seriously thinking of switching to the bt/sky route now

[Sephiroth]

@ruddock

Can I have the full pathping results please? They tell us the route taken and where the delays are. If you didn't retain the results, then I'll need all the stats again please so they pmore-or-less correlate.

Although your modem stats look OK, can you re4call from a previous occasio - was your upstream always QPSK modulated or is it usually QAM16?

Was there nothing else in the event log? I take it that the modem reset was a result of the VM call?

[ruddock08]

@ruddock

Can I have the full pathping results please? They tell us the route taken and where the delays are. If you didn't retain the results, then I'll need all the stats again please so they pmore-or-less correlate.

Although your modem stats look OK, can you re4call from a previous occasio - was your upstream always QPSK modulated or is it usually QAM16?

Was there nothing else in the event log? I take it that the modem reset was a result of the VM call?

Thanks for your replies, much appreciated knowing someone is willing to help. If you can tell me how to do a full pathping I will :) I have no idea whether it was QPSK modulated, but QAM16 does ring a few bells. There was some more in the event log, but it was pages and pages full! And how do you mean as a result of the VM call? Thanks. :)

---------- Post added at 16:39 ---------- Previous post was at 16:08 ----------

I'm in Colchester. :)

[Sephiroth]

Pages and pages of event log is the history. So when you do it all again, yes please.

The Pathping is done in the CMD window (under Admin privilege). In the command window you type

pathping www.bbc.co.uk > c:\fred.txt

This will run for a few minutes and go back to the c prompt. Then in Windows Notepad, open C:\fred.tzt and copy/paste what's in there into your post.

[ruddock08]

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 0.0 dBmV
Downstream SNR : 37.9 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 43.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

First Time Last Time Priority Description
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) The s/w filename specified in the config file is the same as ...
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) A software upgrade filename was specified in the config file.
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) Authorized
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) Registration complete!
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) Received a REG-RSP message from the CMTS...
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) Sending a REG-REQ to the CMTS...
Wed Dec 23 21:14:50 2009 Wed Dec 23 21:14:50 2009 Information (7) CableModem SNMP configure complete
Wed Dec 23 21:14:49 2009 Wed Dec 23 21:14:49 2009 Information (7) IP init completed ok
Wed Dec 23 21:14:49 2009 Wed Dec 23 21:14:49 2009 Information (7) CableModem TFTP init ok
Wed Dec 23 21:14:49 2009 Wed Dec 23 21:14:49 2009 Information (7) CableModem DHCP client init ok
Wed Dec 23 21:14:49 2009 Wed Dec 23 21:14:49 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Wed Dec 23 21:08:09 2009 Wed Dec 23 21:08:09 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 13:41:22 2009 Tue Dec 22 13:41:22 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Dec 22 13:25:05 2009 Tue Dec 22 13:25:05 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 12:07:24 2009 Tue Dec 22 12:07:24 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 11:04:15 2009 Tue Dec 22 11:04:15 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 10:34:43 2009 Tue Dec 22 10:34:43 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Dec 19 09:58:44 2009 Sat Dec 19 09:58:44 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Dec 18 19:52:54 2009 Fri Dec 18 19:52:54 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.


Tracing route to www.bbc.co.uk [212.58.251.195]
over a maximum of 30 hops:
0 Max-PC.Belkin [192.168.2.2]
1 10.89.164.1
2 colc-cam-1b-ge96.network.virginmedia.net [81.103.8.173]
3 colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
4 nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
5 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
6 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
7 212.58.238.129
8 212.58.239.58
9 www-vip.telhc.bbc.co.uk [212.58.251.195]

Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Max-PC.Belkin [192.168.2.2]
0/ 100 = 0% |
1 --- 100/ 100 =100% 100/ 100 =100% 10.89.164.1
0/ 100 = 0% |
2 69ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1b-ge96.network.virginmedia.net [81.103.8.173]
0/ 100 = 0% |
3 60ms 0/ 100 = 0% 0/ 100 = 0% colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
0/ 100 = 0% |
4 82ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
0/ 100 = 0% |
5 93ms 0/ 100 = 0% 0/ 100 = 0% tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
0/ 100 = 0% |
6 99ms 0/ 100 = 0% 0/ 100 = 0% pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
0/ 100 = 0% |
7 101ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.129
0/ 100 = 0% |
8 102ms 0/ 100 = 0% 0/ 100 = 0% 212.58.239.58
0/ 100 = 0% |
9 101ms 0/ 100 = 0% 0/ 100 = 0% www-vip.telhc.bbc.co.uk [212.58.251.195]

Trace complete.

https://www.cableforum.co.uk/images/local/2009/12/9.png (http://www.speedtest.net)

https://www.cableforum.co.uk/images/local/2009/12/10.png (http://www.speedtest.net)

My speed has taken a serious knock. Don't know whether this is to do with the fact I've siwtched to a G router, but downloading files I'm only getting 2-300 kbps on dedicated server..

[Sephiroth]

Hi Ruddock

Your modem stats are as good as any should be.

The pathping shows latency on all nodes but no packet loss. I'm wondering where the latency is coming from. Is there a proxy involved in your path?

Was this wireless or wire3d?

The acid test if you suspect the router or wireless is to connect directly to the modem with an ethernet cable and repeat the two speed tests and pathping.

Let us know.

[ruddock08]

A proxy? I don't think I'm using one of them. :)
Will try it again wired, but I'm sure I'll get around the same results. What should my average ms be?

Thanks for all the help Sephiroth!

[Sephiroth]

The ping to the BBC should deally be not more 30ms IMO.

[ruddock08]

So, do you have any idea what it could be? :)

[Sephiroth]

So, do you have any idea what it could be? :)

There isn't enough in the event log to nail this. Not in terms of longevity - but in terms of responsefrom the CMTS. The DHCP Warnings occur during a DHCP lease renewal cycle (an anti-hogging measure). I think the CMTS does not respond automatically with a success message except on re-sync or reset.

Butoon my 20 Mbps system, I don't get these messages. But I'm on a different CMTS type from you and I don't know enough about the differences to be positive that there's nothing here to worry us.

So I'd ask you if you recall specifics at the times indicated for the DHCP Warnings?

Yesterday at 21:14 the modem reset. Was that you or caused by a loss of sync? I think it was you because there were no time out messages at that time.

The one T3 message you got - well I get them infrequently too. Is it an engineer working in a cabinet? Is it a glitch at the CMTS end?

Have alook at this thread http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/unstable-speed-connection-and-high-ping/m-p/17856. Nearly identical circumstances. You'll see my tentative conclusion - a network issue.

[Boris1977]

ruddock08, have you tried doing a path ping to say google.co.uk out of interest? Could you post these so I can compare with mine if poss. This will confirm 100% if we have same fault as I suspect. Also ruddock if you ping continuosly pop.ntlworld.com or say google.co.uk for say 5 mins after in the results do you see loss in the 10-15% window? This is all to confirm we are running the same fault and save running two posts on the matter.

One of my neighbours is on VM internet so after festive period im going to knock them up too and see if they have had any issues. I am glad the VM engineer agreed with my findings so far, just shame the support desk arent so well educated in IT matters, shame said he had no way of reporting back on this either. I wonder do VM have a 2nd line team users are allowed to be put through to?

[Sephiroth]

Boris, I'd prefer dealing with Ruddock's issues in this thread since you have a separate thread running.

Cheers.

[Boris1977]

OK just curious if Ruddock has same issue or not to save running two separate threads if they are linked.

I have edited back my post a little to make it more appropriate to this particular post.

Sorry if its caused any issue.

[ruddock08]

ruddock08, have you tried doing a path ping to say google.co.uk out of interest? Could you post these so I can compare with mine if poss. This will confirm 100% if we have same fault as I suspect. Also ruddock if you ping continuosly pop.ntlworld.com or say google.co.uk for say 5 mins after in the results do you see loss in the 10-15% window? This is all to confirm we are running the same fault and save running two posts on the matter.

One of my neighbours is on VM internet so after festive period im going to knock them up too and see if they have had any issues. I am glad the VM engineer agreed with my findings so far, just shame the support desk arent so well educated in IT matters, shame said he had no way of reporting back on this either. I wonder do VM have a 2nd line team users are allowed to be put through to?

Hi, Can I just ask, are you in Colchester Boris? Now the internet is currently loading, just slow on soem pages and takes forever to load. Running pathping on Google now, will be a few mins..

[Sephiroth]

OK just curious if Ruddock has same issue or not to save running two separate threads if they are linked.

I have edited back my post a little to make it more appropriate to this particular post.

Sorry if its caused any issue.

OK - fair enough if they are linked. They key fact might be if each of you posted your UBR info taken at the same time of day. You go to the connection link at the top of this page and copy/past the UBR detail (removing the customer number).

If you both did this at, say 13:00 or at a time agreed here between you, then we can see if there is a potentially common issue, go over the behaviour ground again and try to infer what's what.

[Boris1977]

No probs Seph, I understand where you were coming from last night......

just caught neighbour, same fault there too!!!!!!!!

Ruddock, im in south west colchester yes, my educated guess from pathgping etc is that this is at least part colchester wide. My neighbour said 'we havent bothered doing anything with VM as its xmas and have been busy and I know calling india is a waste of time, we just hoped it would go away with time'. Im guessing many folk may have the same view other than those who are persistant or 'techy'? Ruddock said he had been fobbed off and refused an engineer, the engineer who came agreed with me that it doesnt look modem related.

The fact that I can ping 1st 2nd 3rd hops ok would prove that modem is fine unless its a MTU related say? My modem log is clear of errors.

[Sephiroth]

just caught neighbour, same fault there too!!!!!!!!

Ruddock, im in colchester yes, my belief is that this is at least colchester wide.

If you are joining threads, could we start with the CONNECTION suggestion I made. Also the neighbour's for corroboration (but of course that isn't vital + his/her stats!).

Maybe Ruddock could ask a neighbour or two and do the same.

[ruddock08]

The India people said everything there end is fine, funny how the English guy said before that they can't check fibre cables or something like that from there..

None of my neighbours are on Cable, mainly Sky and TalkTalk. I'm in Lexden Boris. :) Yes, the tech people had not heard of this issue before, so guessing no one else has bothered to call in. Useless though, I tried to get an e-mail address so I could send her a link to the website, no one there has an e-mail address - and there supposed to be an internet comapny? :/

Is there anything else you guys need from me to helkp diagnose this? :)

---------- Post added at 14:06 ---------- Previous post was at 13:54 ----------

http://www.cableforum.co.uk/board/12/33659036-very-slow-browsing-yet-download-speeds.html

[Sephiroth]

Is there anything else you guys need from me to helkp diagnose this?


Yes - the UBR connection I requested, please from both of you and simultaneous modem stats again.

[Boris1977]

My connection does it 24/7, loss is consistant over say a 5min+ period but is intermittant in nature, ie you might get 24 good pings then over the next 10 a few lost then 5 good then more bad etc you get the picture. Just to confirm the bbc seems to be the only site that has no performace issue and suffers no loss on a legthy continuos ping. All other sites I have tried suffer.

Seph, heres the list of options on my modem, which one do you require, cheers? Thanks for your patience!

CABLE MODEM

•Information

•Status

•Downstream

•Upstream

•Upstream Burst

•Operation Config.

•Event Log

PS Im in Shrub End Ruddock so not too far from you....

[Sephiroth]

The first step is for you both to go to the link marked "Connection" at the top of this CF page. Click that and a pop-up window will occur showing which UBR/CMTS is hosting you. If they are both the same, that is a good evidential starting point for the evidence trail we're trying to build.

As soon as you've done this, past the CMTS deatils into Notepad or somewher and edit out the customer number. What's left is to be pasted in your next post.

Then from the Modem stats, post the Downstream, Upstrem, Operation Config & Event Log data.

We can compare the two - see if events have a common timeline; see if there is similar power level behaviour - that sort of stuff. You're both on 20 Mbps service so there's a reasonable chance that things will fall into place and you'll have a better case for the engineers.

[Ignitionnet]

One of my neighbours is on VM internet so after festive period im going to knock them up too and see if they have had any issues.

They may have some issues with your knocking them up. Or maybe not :D

[Sephiroth]

They may have some issues with your knocking them up. Or maybe not :D
You pixie you!

[Boris1977]

Here goes Seph.... Note new modem installed around 13.30 on 24th...

Host cpc1-colc5-0-0-custXXX.colc.cable.ntl.com

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 1
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 5.6 dBmV
Downstream SNR : 38.8 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 53.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Thu Dec 24 13:34:16 2009 Thu Dec 24 13:34:16 2009 Information (7) The s/w filename specified in the config file is the same as ...
Thu Dec 24 13:34:16 2009 Thu Dec 24 13:34:16 2009 Information (7) A software upgrade filename was specified in the config file.
Thu Dec 24 13:34:16 2009 Thu Dec 24 13:34:16 2009 Information (7) Authorized
Thu Dec 24 13:34:16 2009 Thu Dec 24 13:34:16 2009 Information (7) Registration complete!
Thu Dec 24 13:34:16 2009 Thu Dec 24 13:34:16 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) Received a REG-RSP message from the CMTS...
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) Sending a REG-REQ to the CMTS...
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) CableModem SNMP configure complete
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) IP init completed ok
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) CableModem TFTP init ok
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Information (7) CableModem DHCP client init ok
Thu Dec 24 13:34:15 2009 Thu Dec 24 13:34:15 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Thu Dec 24 13:31:37 2009 Thu Dec 24 13:31:37 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Thu Dec 24 13:30:18 2009 Thu Dec 24 13:30:18 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Thu Dec 24 13:29:52 2009 Thu Dec 24 13:29:52 2009 Critical (3) Resetting the cable modem due to docsDevResetNow
Thu Dec 24 13:29:16 2009 Thu Dec 24 13:29:16 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Thu Dec 24 13:14:38 2009 Thu Dec 24 13:14:38 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/

[ruddock08]

Connection Information
You appear to be on a Virgin Media Connection
Your IP address is **********
Host cpc4-colc4-0-0-custXXX.colc.cable.ntl.com

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 0.3 dBmV
Downstream SNR : 38.0 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 37500000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 43.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) The s/w filename specified in the config file is the same as ...
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) A software upgrade filename was specified in the config file.
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) Authorized
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) Registration complete!
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) Received a REG-RSP message from the CMTS...
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) Sending a REG-REQ to the CMTS...
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) CableModem SNMP configure complete
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) IP init completed ok
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) CableModem TFTP init ok
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Information (7) CableModem DHCP client init ok
Sat Dec 26 19:58:21 2009 Sat Dec 26 19:58:21 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established Information (7) Reset downstream scanning state!
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Wed Dec 23 21:14:49 2009 Wed Dec 23 21:14:49 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Wed Dec 23 21:08:09 2009 Wed Dec 23 21:08:09 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 14:16:45 2009 Tue Dec 22 14:16:45 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Tue Dec 22 13:41:22 2009 Tue Dec 22 13:41:22 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Tue Dec 22 13:25:05 2009 Tue Dec 22 13:25:05 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.

Mine seem excatly the same except some of the power levels? Also, does the DHCP warning we both have, have anything to do with it?

Thanks for all the help. :)

[Kymmy]

You removed your customer number yet left in the IP address?????

IP address removed :rolleyes:

[Boris1977]

Another example pathping to mail server if this assists, sorry the formatting seems go when pasted in here, hope you can read ok.

C:\Documents and Settings\Andrew>pathping pop.ntlworld.com

Tracing route to pop.ntlworld.com [81.103.221.14]
over a maximum of 30 hops:
0 main-pc [192.168.0.10]
1 my.router [192.168.0.1]
2 10.89.172.1
3 colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
4 colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
5 nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
6 pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
7 win-bb-b-ae1-0.network.virginmedia.net [62.253.185.202]
8 win-dc-b-v900.network.virginmedia.net [62.253.188.166]
9 pop.ntlworld.com [81.103.221.14]

Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 main-pc [192.168.0.10]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% my.router [192.168.0.1]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.89.172.1
0/ 100 = 0% |
3 20ms 0/ 100 = 0% 0/ 100 = 0% colc-cam-1b-ge97.network.virginmedia.net [81.103.8.177]
0/ 100 = 0% |
4 20ms 2/ 100 = 2% 2/ 100 = 2% colc-core-1b-ge-010-0.network.virginmedia.net [195.182.176.237]
0/ 100 = 0% |
5 28ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-xe-600-0.network.virginmedia.net [212.43.163.61]
12/ 100 = 12% |
6 27ms 18/ 100 = 18% 6/ 100 = 6% pop-bb-a-as3-0.network.virginmedia.net [213.105.172.14]
0/ 100 = 0% |
7 24ms 12/ 100 = 12% 0/ 100 = 0% win-bb-b-ae1-0.network.virginmedia.net [62.253.185.202]
0/ 100 = 0% |
8 28ms 12/ 100 = 12% 0/ 100 = 0% win-dc-b-v900.network.virginmedia.net [62.253.188.166]
1/ 100 = 1% |
9 29ms 13/ 100 = 13% 0/ 100 = 0% pop.ntlworld.com [81.103.221.14]

Trace complete.

---------- Post added at 22:24 ---------- Previous post was at 22:19 ----------

Interestingly while trying several pathpings many dont reach their destination on the initial trace and bomb out, repeat and often it will then progress all the way, significant??

[III]

ruddock08 & Boris1977.
Could you please, ping - n 15 google.com then tracert google.com

Pathping is a useless tool!

[Sephiroth]

ruddock08 & Boris1977.
Could you please, ping - n 15 google.com then tracert google.com

Pathping is a useless tool!

No it isn't!

I'm glad of III's help though. I couldn't reach the conclusion I wanted through the modem stats.

[Boris1977]

Seph so would you say modem stats look ok?

III - as requested........

Thankful of everyones assistance....



C:\Documents and Settings\Andrew>ping -n 15 google.com

Pinging google.com [74.125.153.103] with 32 bytes of data:

Request timed out.
Reply from 74.125.153.103: bytes=32 time=285ms TTL=48
Reply from 74.125.153.103: bytes=32 time=276ms TTL=48
Reply from 74.125.153.103: bytes=32 time=309ms TTL=48
Reply from 74.125.153.103: bytes=32 time=315ms TTL=48
Request timed out.
Reply from 74.125.153.103: bytes=32 time=287ms TTL=48
Reply from 74.125.153.103: bytes=32 time=283ms TTL=48
Request timed out.
Reply from 74.125.153.103: bytes=32 time=280ms TTL=48
Reply from 74.125.153.103: bytes=32 time=291ms TTL=48
Reply from 74.125.153.103: bytes=32 time=293ms TTL=48
Reply from 74.125.153.103: bytes=32 time=292ms TTL=48
Reply from 74.125.153.103: bytes=32 time=283ms TTL=48
Reply from 74.125.153.103: bytes=32 time=288ms TTL=48

Ping statistics for 74.125.153.103:
Packets: Sent = 15, Received = 12, Lost = 3 (20% loss),
Approximate round trip times in milli-seconds:
Minimum = 276ms, Maximum = 315ms, Average = 290ms


C:\Documents and Settings\Andrew>tracert google.com

Tracing route to google.com [74.125.153.103]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms my.router [192.168.0.1]
2 8 ms 7 ms 32 ms 10.89.172.1
3 6 ms 7 ms 30 ms colc-cam-1a-ge97.network.virginmedia.net [81.103.8.49]
4 8 ms 17 ms 18 ms colc-core-1a-ge-010-0.network.virginmedia.net [195.182.176.233]
5 38 ms 8 ms 8 ms pop-bb-a-xe-701-0.network.virginmedia.net [212.43.163.57]
6 14 ms 32 ms 15 ms man-bb-b-as1-0.network.virginmedia.net [212.43.162.86]
7 46 ms 23 ms 22 ms tele-ic-3-ae0-0.network.virginmedia.net [212.43.163.70]
8 * * * Request timed out.
9 * 22 ms 45 ms 209.85.252.76
10 114 ms 100 ms 97 ms 216.239.43.192
11 117 ms 116 ms 117 ms 216.239.46.14
12 164 ms 164 ms 164 ms 72.14.233.116
13 252 ms * * 209.85.248.130
14 292 ms 281 ms 300 ms 209.85.250.86
15 279 ms 298 ms 285 ms 209.85.243.23
16 276 ms 287 ms 296 ms 72.14.233.122
17 290 ms 278 ms 276 ms google.com [74.125.153.103]

Trace complete.

[aaronj]

Well im in colchester also.. Was really peeed off so i searched the net and found this!!!

Im now glad this is a area problem as we will get this fixed much faster! :D
Although the india call center staff say there is nothing wrong... Ive just been on the phone for 20 mins ! :p:



update: Its now 1.30 am
Ok i phoned again saying a wanted a techician sent but was told as there was not fault on my line they will not send one!!

Everyone phone and rant we need this fixed asap!!!!!
I think will have to wait till monday to get anything usefull from virgin media staff..

[III]

Phoning and ranting won't get you anywhere, being able to describe your symptoms, loss of packets and where on the network will get you places. Also a tech visiting your home and looking at your modem/local power levels will also get you nowhere.

What would be useful is posting the results from what was asked in post #33

[Boris1977]

Problem is how do we progress this with VM? To be honest as a customer we shouldnt have to do what we are doing here, fault finding VM's network issue. I have spent around 5-6 hours on this now including 5 calls to VM.

The call centre (1st line) are only into simple 'modem doesnt work' kind of faults, this is obviously more involved and out of their league. They operate on a tick box type fault find approach which is not necessarily a bad thing as they need to build a picture but when they get to the end of the tick box sheet they basically just try and get rid of and DO lie when they dont know what the problem is! I was promised a return of call never got. I was promised it will be fixed in 2hrs (obvious fob off). One of them through persistance promised an engineer (which I then hoped once here may be able to push this through using channels open to him). He acknowledged its not a modem issue, he said I have to go through India though. He had no channels, really?

I have explained that I am seeing packet loss etc, descibed the scenarios and so on but India either dont want to know and/or they dont understand packet loss. One guy told me packet loss is ok. I said 10% is ok, he said yeah well above 10% is acceptable and wont affect web browsing!!!! Hmmmm. One VM lady thanked me for helping her on technical tests as she was struggling! This was just doing a ping!!!!!!

Why dont VM have a 2d line desk, this fault is obviously a complex one above 1st line level but once 1st line have ran out of ideas they just want to get rid of you. They should be transfering you to 2nd line (as I know some other ISP's do). One VM guy did say he would make a report for 2nd line but admitted he didnt understand packet loss etc or understand what I was describing - I dred to see his 2nd line report if indeed he ever did one. I had to describ at some length what packet loss is the result of and what it could mean. How was he going to make a report then?

Do you see where we are coming from and why people are a little annoyed by VM?


I think we are all thankful though to the kind people on this forum who kindly give up their free time to assist those in situations like this. Cheers!

[III]

VM do have a 2nd line, you are not transfered to that department due to it being a small team and given the option I'm sure a very large amount of customers would rather speak to 2nd line VM.

You can contact 2nd line via news groups.

http://www.virginmedia.com/myvirginmedia/newsgroups/

The one you want is the server news.virginmedia.com and group virginmedia.support.broadband.cable

[ruddock08]

Pinging google.co.uk [209.85.229.106] with 32 bytes of data:
Reply from 209.85.229.106: bytes=32 time=32ms TTL=52
Reply from 209.85.229.106: bytes=32 time=28ms TTL=52
Reply from 209.85.229.106: bytes=32 time=28ms TTL=52
Reply from 209.85.229.106: bytes=32 time=47ms TTL=52
Reply from 209.85.229.106: bytes=32 time=43ms TTL=52
Reply from 209.85.229.106: bytes=32 time=33ms TTL=52
Reply from 209.85.229.106: bytes=32 time=34ms TTL=52
Reply from 209.85.229.106: bytes=32 time=26ms TTL=52
Reply from 209.85.229.106: bytes=32 time=46ms TTL=52
Reply from 209.85.229.106: bytes=32 time=30ms TTL=52
Reply from 209.85.229.106: bytes=32 time=23ms TTL=52
Reply from 209.85.229.106: bytes=32 time=27ms TTL=52
Reply from 209.85.229.106: bytes=32 time=38ms TTL=52
Reply from 209.85.229.106: bytes=32 time=23ms TTL=52
Reply from 209.85.229.106: bytes=32 time=24ms TTL=52

Ping statistics for 209.85.229.106:
Packets: Sent = 15, Received = 15, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 23ms, Maximum = 47ms, Average = 32ms

There's mine, would just like to point out, my internet is in a wokring fine stage, will try and ping it against a more problematic page. :)

Just like to echo Boris about you guys helping. Much appreciated. :)

---------- Post added at 13:35 ---------- Previous post was at 13:31 ----------

Here's another to hotukdeals.com (server is normally brilliant)


Pinging hotukdeals.com [80.64.63.70] with 32 bytes of data:
Reply from 80.64.63.70: bytes=32 time=20ms TTL=51
Reply from 80.64.63.70: bytes=32 time=29ms TTL=51
Reply from 80.64.63.70: bytes=32 time=22ms TTL=51
Reply from 80.64.63.70: bytes=32 time=22ms TTL=51
Reply from 80.64.63.70: bytes=32 time=22ms TTL=51
Reply from 80.64.63.70: bytes=32 time=57ms TTL=51
Reply from 80.64.63.70: bytes=32 time=21ms TTL=51
Reply from 80.64.63.70: bytes=32 time=53ms TTL=51
Reply from 80.64.63.70: bytes=32 time=39ms TTL=51
Reply from 80.64.63.70: bytes=32 time=23ms TTL=51
Request timed out.
Request timed out.
Reply from 80.64.63.70: bytes=32 time=18ms TTL=51
Reply from 80.64.63.70: bytes=32 time=18ms TTL=51
Reply from 80.64.63.70: bytes=32 time=21ms TTL=51

Ping statistics for 80.64.63.70:
Packets: Sent = 15, Received = 13, Lost = 2 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 57ms, Average = 28ms

---------- Post added at 13:37 ---------- Previous post was at 13:35 ----------

ebay is incredibly bad..


Pinging ebay.co.uk [66.135.215.61] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 66.135.215.61:
Packets: Sent = 15, Received = 0, Lost = 15 (100% loss),

---------- Post added at 13:40 ---------- Previous post was at 13:37 ----------

facebook..


Pinging facebook.com [69.63.181.11] with 32 bytes of data:
Reply from 69.63.181.11: bytes=32 time=186ms TTL=241
Reply from 69.63.181.11: bytes=32 time=198ms TTL=241
Reply from 69.63.181.11: bytes=32 time=181ms TTL=241
Reply from 69.63.181.11: bytes=32 time=187ms TTL=241
Reply from 69.63.181.11: bytes=32 time=201ms TTL=241
Reply from 69.63.181.11: bytes=32 time=192ms TTL=241
Reply from 69.63.181.11: bytes=32 time=188ms TTL=241
Reply from 69.63.181.11: bytes=32 time=180ms TTL=241
Reply from 69.63.181.11: bytes=32 time=197ms TTL=241
Reply from 69.63.181.11: bytes=32 time=249ms TTL=241
Reply from 69.63.181.11: bytes=32 time=192ms TTL=241
Reply from 69.63.181.11: bytes=32 time=186ms TTL=241
Reply from 69.63.181.11: bytes=32 time=181ms TTL=241
Reply from 69.63.181.11: bytes=32 time=197ms TTL=241
Reply from 69.63.181.11: bytes=32 time=179ms TTL=241

Ping statistics for 69.63.181.11:
Packets: Sent = 15, Received = 15, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 179ms, Maximum = 249ms, Average = 192ms

---------- Post added at 13:40 ---------- Previous post was at 13:40 ----------

hotmail..


Pinging hotmail.com [64.4.32.7] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 64.4.32.7:
Packets: Sent = 15, Received = 0, Lost = 15 (100% loss),

[Kymmy]

ebay.co.uk isn't bad, they instead just have thier ping responses turned off.. You never done firewall configuration in your PC repair job???

[ruddock08]

ebay.co.uk isn't bad, they instead just have thier ping responses turned off.. You never done firewall configuration in your PC repair job???

I do mainly hardware, not software. :)

[Boris1977]

Ruddock

Ebay doesnt respond to a ping hence results. Really you need to do at least 500 pings to get an acurate fair result on an intermittent fault like this. Over 15 pings I have had loses ranging 0-50% loss. Over 500 pings I alwasys get between 11-15% (ie more accurate description of the loss). But you dont want to be cutting and pasting all that on to the forum, maybe just the end result! I can sometimes string upto 30-40 pings together without loss, it varies.

III - Interesting about 2nd line on newsgroup. Will take a look at this.

Not saying all calls should be transfered through to 2nd line, that would be silly, but India should be well enough trained that when theres an issue that exisits they dont understand/cant sort (after over an hour on the phone) they should esclate not lie/drop call/give false hopes - its almost as if they get punished if they esclate. 1st line should also be trained in packet loss and what it represents! This is 1st line stuff.

[ruddock08]

Boris1977, will try some 500 pings :)
And I completely agree about the 1st line stuff..

[III]

III@xan:~$ ping hotmail.com
PING hotmail.com (64.4.33.7) 56(84) bytes of data.
^C
--- hotmail.com ping statistics ---
26 packets transmitted, 0 received, 100% packet loss, time 24999ms

III@xan:~$ ping www.hotmail.com
PING origin.mail.live.com (64.4.20.169) 56(84) bytes of data.
^C
--- origin.mail.live.com ping statistics ---
27 packets transmitted, 0 received, 100% packet loss, time 26207ms

III@xan:~$ ping facebook.com
PING facebook.com (69.63.187.19) 56(84) bytes of data.
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=2 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=3 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=4 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=5 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=6 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=7 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=8 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=9 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=10 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=11 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=12 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=13 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=14 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=15 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=16 ttl=247 time=112 ms
^C
--- facebook.com ping statistics ---
16 packets transmitted, 15 received, 6% packet loss, time 15007ms
rtt min/avg/max/mdev = 111.313/112.192/112.994/0.423 ms
III@xan:~$ ping ebay.co.uk
PING ebay.co.uk (66.135.200.23) 56(84) bytes of data.
^C
--- ebay.co.uk ping statistics ---
40 packets transmitted, 0 received, 100% packet loss, time 38999ms

III@xan:~$


Just so you can see I get the same results, I don't have a VM connection. The sites you picked do not respond to ICMP or are high in traffic such as facebook.

[ruddock08]

III@xan:~$ ping hotmail.com
PING hotmail.com (64.4.33.7) 56(84) bytes of data.
^C
--- hotmail.com ping statistics ---
26 packets transmitted, 0 received, 100% packet loss, time 24999ms

III@xan:~$ ping www.hotmail.com
PING origin.mail.live.com (64.4.20.169) 56(84) bytes of data.
^C
--- origin.mail.live.com ping statistics ---
27 packets transmitted, 0 received, 100% packet loss, time 26207ms

III@xan:~$ ping facebook.com
PING facebook.com (69.63.187.19) 56(84) bytes of data.
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=2 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=3 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=4 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=5 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=6 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=7 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=8 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=9 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=10 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=11 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=12 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=13 ttl=247 time=111 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=14 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=15 ttl=247 time=112 ms
64 bytes from www-13-08-ash1.facebook.com (69.63.187.19): icmp_seq=16 ttl=247 time=112 ms
^C
--- facebook.com ping statistics ---
16 packets transmitted, 15 received, 6% packet loss, time 15007ms
rtt min/avg/max/mdev = 111.313/112.192/112.994/0.423 ms
III@xan:~$ ping ebay.co.uk
PING ebay.co.uk (66.135.200.23) 56(84) bytes of data.
^C
--- ebay.co.uk ping statistics ---
40 packets transmitted, 0 received, 100% packet loss, time 38999ms

III@xan:~$


Just so you can see I get the same results, I don't have a VM connection. The sites you picked do not respond to ICMP or are high in traffic such as facebook.

Sorry, I just thought It'd be best if I pinged the sits I used the most? No worries though. And 24000 ms ping? Surely that's slow right?

[Boris1977]

Google based on 500 pings.....

Ping statistics for 72.14.203.103:
Packets: Sent = 500, Received = 421, Lost = 79 (15% loss),
Approximate round trip times in milli-seconds:
Minimum = 275ms, Maximum = 324ms, Average = 282ms

From my experience with other ISP's (maybe those with better support desks) have a policy where packet loss over 5% is considered a fault and is looked into.

[ruddock08]

hotukdeals @ 500 pings..

Ping statistics for 80.64.63.70:
Packets: Sent = 500, Received = 433, Lost = 67 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 93ms, Average = 30ms

running google now..

[Sephiroth]

Reading back over the two threads and posts, I don't think that Ruddock & Boris have a common cause area problem. I consulted the "other" guru (remember I'm just a process oriented speculator!) and the fact that you are each on a different CMTS significantly reduces the odds of a common cause fault.

Also to put your mind at rest about congestin at Colchester, there are at least 5 CMTSs at Colchester as indicated by your host ID.

The nearest I can suggest to a common cause is that there's a problem (damp, snow, whatever) in your respective stree cabinets.

The "other" guru thinks that "oscillating routes" could be the problem. You can Google this to see the detail but the abstract at least from this (undated) paper may be helpful. http://eprints.kfupm.edu.sa/56499/1/56499.pdf

If it is oscillating routes, then VM have their work cut out IMO. If I recall my theory correctly, a route should have a lock down period during which your connexion to the destination should persist. Loading pages shouldn't oscillate through different routes; if it did, they would load slowly.

The tracert that III suggested or the Pathping that I suggested might not catch route oscillation because these are low priority ICMP packets.

Hope this helps!

[Ignitionnet]

A route flap will activate a hold down timer though this will not hold the current route, it will just prevent it from being used again until the timer has expired.

A traceroute is as vulnerable as everything else as route flapping is an IP layer issue, it will show with packet loss.

Something like http://www.visualroute.com/ or http://www.pingplotter.com/ would be handier actually.

[ruddock08]

google..

Ping statistics for 216.239.59.104:
Packets: Sent = 500, Received = 444, Lost = 56 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 27ms, Maximum = 92ms, Average = 40ms

---------- Post added at 15:12 ---------- Previous post was at 15:07 ----------

Got ping plotter, how do i export the graphs? :)

[Boris1977]

google..

Ping statistics for 216.239.59.104:
Packets: Sent = 500, Received = 444, Lost = 56 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 27ms, Maximum = 92ms, Average = 40ms

---------- Post added at 15:12 ---------- Previous post was at 15:07 ----------

Got ping plotter, how do i export the graphs? :)

Now Ruddock has done a 500 ping we have very similar results in loss!!!! 15 pings arent enough so 15 ping results should be discounted.

Surely if I had a local issue pinging the first IP node or two away from my premisies would show loss yes? This is not the case!

---------- Post added at 15:44 ---------- Previous post was at 15:41 ----------

Ruddock try the BBC on ping 500 and see what you get please? My browising experience at the beeb is solid, its about the only site that is. If it was a street/modem/cab issue it would afffect all browsing, it couldnt pick and choose sites???

[Sephiroth]

Sorry, I just thought It'd be best if I pinged the sits I used the most? No worries though. And 24000 ms ping? Surely that's slow right?

I argue with III at my peril for he knows much of which I know not.

BUT..... where was the holdup in your 24,000 ms ping? Knoweth ye that? Nor knoweth that the Lord III. The tracert he asked to accompany the ping test woukd have shed slightly more light on the matter by showing the path.

BBC.co.uk is a sort of standard site against which we can all compare. We can keep it inside the VM network with virginmedia.com. But facebook, google and other sites that may have policies that affect your ping results could be fruitless, I fear.

[Ignitionnet]

There was no 24,000ms ping that is just how long the total series of pings took from entry of the command to its' completion. Ping by default times out after 5000ms that being more than long enough to go to around the world via a geo-synchronous satellite and back.

This issue is confined to Colchester so probably not one of the nodes it connects to, it cannot be replicated by pinging into Colchester so it's not a physical layer problem it must be IP, and it really needs someone from the INMC to check out the Colchester cores and CAMs.

[Boris1977]

my beeb results, the way all surfing should be (or was).....

Ping statistics for 212.58.224.138:
Packets: Sent = 500, Received = 500, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 83ms, Average = 27ms

[III]

As BB has pointed out the ping time is start to finish time, its also shown as cumulative in terminal/ *NIX

[Boris1977]

This issue is confined to Colchester so probably not one of the nodes it connects to, it cannot be replicated by pinging into Colchester so it's not a physical layer problem it must be IP, and it really needs someone from the INMC to check out the Colchester cores and CAMs.

I would agree, things higher up the network chain needs to be looked into/rules out. This is what the VM engineer said, how do you get this though to India though!!!!!! A 2nd line network person should be able to pick up the goings on here very quickly. Of the VM user base I have spoken to in Colchester ALL are affected (admittedly a small number in terms of total user base I guess). Is there anyone else from Colchester reading this. Can you test?

PS VM POP3 email and VM site also affected by poor performance and ping loss.

[III]

Boris, getting it through to some Indian agents will be impossible. So why don't you quit banging your head against the forum wall and post on the news groups.

Yes the Indian 1st line agents should know there job and should seek advice from 2nd line, but they haven't. They are cheap and they keep the cost of your service down.

[Boris1977]

Calling VM 1st tmr to chat via leaving line, then will try NG if no joy. May save a lot of typing. Talking to someone should be quicker....

[ruddock08]

Just spoke to leaveing line, very helpful ENGLISH women there, Kim, didn't understand all the problems but has booked me an over-the-phone appointment with their Broadband Expert James on the 4th January, apparently he knows the answer or resolution to everything.. :)

[Sephiroth]

Just spoke to leaveing line, very helpful ENGLISH women there, Kim, didn't understand all the problems but has booked me an over-the-phone appointment with their Broadband Expert James on the 4th January, apparently he knows the answer or resolution to everything.. :)
....which you will dutifully & fully report back to the forum. Right?

[Ignitionnet]

Just spoke to leaveing line, very helpful ENGLISH women there, Kim, didn't understand all the problems but has booked me an over-the-phone appointment with their Broadband Expert James on the 4th January, apparently he knows the answer or resolution to everything.. :)

Yes, he'll tell you that it's already been fixed as it's already with the Internet NMC at VM ;)

If it's not fixed way before 4th January I'd be extremely upset, the issue will be affecting swathes of customers in Colchester and will be on a sub-24 hour SLA with the NMC.

[Boris1977]

Yes, he'll tell you that it's already been fixed as it's already with the Internet NMC at VM ;)

If it's not fixed way before 4th January I'd be extremely upset, the issue will be affecting swathes of customers in Colchester and will be on a sub-24 hour SLA with the NMC.

Dont want to keep banging on about indian call centres/1st line support or sound big headed but at very start I was mentioning ' a possible core network issue' based on evidence I was presenting. Fair enough the call centres do need to run through their check list to rule out the obvious but should be able to understand evidence when its presented to them when the obvious is ruled out (or know how to esclate). The indian call centre wouldnt listen/couldnt understand. Indian call centres are supposed to save money, in this case they have damaged customer confidence along with taking a lot of their time up and customer time, not to mention uneccesary (expensive) engineer visits (how many colchester wide I wonder?). VM needs to look at their 1st line support be it indian or not.

I will be submitting and official complaint to VM.

As the other poster pointed out hundreds if not thousands will be affected by this high order fault colchester wide and is the kind of fault that should have been picked up in hours, not weeks! Bad show. Wheres the network monitoring utilities?

PS Fault still in existance today (although it is a BH today so wouldnt expect too much progress) so not getiing to excited about matters yet.

PPS Just goes to show though how valuable forums and their membership are, look how the fault has been progressed through suggestions and diagnosis on here! Well done Cable Forum members, pat on back :o)

[Sephiroth]

You're most welcome. And with III & BBings you did at last attract the top duo.

[aaronj]

Mine is working fine now!!! :P seems like they have fixed the problems ;)

[ruddock08]

Yes, have to agree aaronj, at the moment, see what it's like in 20 mins..

[Boris1977]

Hmm yesterday I wasnt on the net too much but in the evening performance was spot on. Verified by doing only a brief ping test. However this morn things are better than they have been by some margin but not as good as yesterday, a few refreshes required/email failed to pick up once or twice? Net not so responsive. Ping test over 500 to several sites reveals loss back to 6%? Whats going on?

Speedtest.net tests now only 7-11Mb on various servers (ie BAD on a 20Mb service!), didnt test last night.

Over to colchester members, whats you stats?

[Sephiroth]

Speedtest is crap and only instantaneous. If you must, stick to one serve (London) and be systematic about runnning ity every so many minutes to build up the picture.

Ping tests are of very limited value because you're not sure what's happening at the other end. The ping alue reported by a game is important, though.

During the day, at any instant, you could hit 20 Mbps or 7 Mbps. It depends what other people are doing at that instant. You have to be systematic about stats for conclusions to be available.

I'm displeased if I fall below 2 Mbps and I don't spend my life checking this because all a web page had to do is come up; all the email has to do is send/receive; all a file has to do is download within a reasonable period of time.

I do look at my modem stats a lot - out of prefessional curiosity. My downstream power has risen since the cold started from 2.2 dBmv to 4.7 dBmv; SNR has remained the same. My upstream power has risen from 29.5 through 32.5 to 37.0 dBmv now. No change whatsover in the networking experience.

So I think we need to stick to real things going wrong at unexpected times, such as :

- Long periods of poor speed out of peak hours
- Poor pings/latency on games out of peak times
- Regular loss of sync / modem self resets / flashing sync light

Hope that helps.

[ruddock08]

Just like to say thanks to Cable Forum, all the helpers, especially Sephiroth for sticking with su through this. Mine seems fine at the moment, will just run a pthping..

[Boris1977]

Stop press - loss seems to have gone in last 20 mins!!! Speed still low, however would prefer a slower consistant connection than a flakey connection!

Wonder what VM did to improve things yesterday, its made a difference?

Various speed tests (as used by VM support) have historically proved indicative of a good connection. If the connection feels slow its often backed up by speed test tools. Now getting 9-11Mb over 25 tests on various servers. Dont get me wrong its good now, just not as slick as it was 4+ weeks ago.

I used to get 16-20Mb religiously previously on tests at various times, (whatever time of day). I did have two speed issues previously solved by a config change/modem swap. 1st 4mb to 10mb then 10Mb to circa 20Mb.

If I was paying for a 20Mb connection and was getting 2Mb I would be changing provder or asking some questions. VM told me on a previous issue that I should always get at least 15Mb. VM says if I got less than this they would investigate whose hammering the bandwidth or move me to another contended party. I would say other than the issues I have always been very happy with the speeds VM provide, contention seemed good. Everything was consistent.

PS Are VM running 20:1 contention or 50:1, assume 50:1?

[Zee]

I have exactly the same problem as you. it started a few weeks ago. all pages will time out, and sometimes i have to refresh many times for it to work again, but when i look in uTorrent, seems things are still uploading.

it started when my internet went offline for about 4 hours a few weeks ago, since it came back its been like this.

[Boris1977]

Things are much improved in colchester it seems, although not quite perfect - monitoring situation. Its already changed once today.

I would have a read through this post and another on this forum here, run the tests described and confirm if same. Seems going to the newsgroup is best chance of getting things sorted....

[Ignitionnet]

I have exactly the same problem as you. it started a few weeks ago. all pages will time out, and sometimes i have to refresh many times for it to work again, but when i look in uTorrent, seems things are still uploading.

it started when my internet went offline for about 4 hours a few weeks ago, since it came back its been like this.

Stop Torrenting and see if this condition stops.

---------- Post added at 14:02 ---------- Previous post was at 14:01 ----------

Things are much improved in colchester it seems, although not quite perfect - monitoring situation. Its already changed once today.

I would have a read through this post and another on this forum here, run the tests described and confirm if same. Seems going to the newsgroup is best chance of getting things sorted....

Remember it's a period of very high load on all broadband networks at the moment so some variation in performance is likely.

---------- Post added at 14:06 ---------- Previous post was at 14:02 ----------


So I think we need to stick to real things going wrong at unexpected times, such as :

- Long periods of poor speed out of peak hours
- Poor pings/latency on games out of peak times
- Regular loss of sync / modem self resets / flashing sync light

Hope that helps.

I would suggest that poor pings / latency on games at any time is unacceptable and would be unhappy with speeds well before they go as low as 2Mbps on a 20Mbps service. Given how busy the networks will be at the moment perhaps averaging 10Mbps at peak on 20 is ok but below that is getting a bit silly.

[Zee]

Stop Torrenting and see if this condition stops.



tried that, still the same issue as the orig poster. It started after my internet came back after that outage which lasted 4 hours, so it must be something on their site of things.

[Zee]

My internet just timed out again, and it didn't come back itself, i had to reset the modem and its back again...

[Boris1977]

sounds differnt kind of fault to me, there where no modem issues with the colchester fault, it was all core related. I never had to reset modem. All lights were healthy. Modem log clear of issues.

[Sephiroth]

sounds differnt kind of fault to me, there where no modem issues with the colchester fault, it was all core related. I never had to reset modem. All lights were healthy. Modem log clear of issues.

zee isn't saying he's got a modem fault in his last post. He was saying that he had to recycle the modem to restart his session. That raises an interesting point. Normally you'd recycle to lose the previous DHCP lease. So this hard reset of the CM has me (mildly) puzzled. No doubt there'll be a brainio watching this thread who can explain more.

[Zee]

There was no modem fault with mine either. all the lights run like normal but the websites just time out, usually the only way to get the internet working again is the switch the modem on and off again, sometimes it'll come back on its own.

I got off the phone to technical support, she sent the usuall signals to my modem hopefully this should fix the issue.

[Boris1977]

There was no modem fault with mine either. all the lights run like normal but the websites just time out, usually the only way to get the internet working again is the switch the modem on and off again, sometimes it'll come back on its own.

I got off the phone to technical support, she sent the usuall signals to my modem hopefully this should fix the issue.

Never had to restart my modem. Just constantly hit the refresh on the browser again and again to get page to load if it failed, I always had a net connection, just a cr*p one!

[Boris1977]

PS As of 23.00 net flyin like a real good'un. Speed on speed test now >16Mb. Maybe it was contention then as suggested? Never really ever noticed a slow down with VM before at any time of day......

[ruddock08]

I had some diffculties, but I think it's with my wireless, bit weird though as I've tried 2 routers that were working fine before the issue but keep dorpping out now? Hardwire one works great at the moment.