Cable Forum - 50M Came back to 50mb, wish I hadn't...

Cable Forum (https://www.cableforum.uk/board/index.php)

- Virgin Media Internet Service (https://www.cableforum.uk/board/forumdisplay.php?f=12)

- - 50M : Came back to 50mb, wish I hadn't... (https://www.cableforum.uk/board/showthread.php?t=33684671)

Re: Came back to 50mb, wish I hadn't...

Ok, here's my timeline of correspondence with VM:

30th October 2011 - I post on the VM community stating I'm sick of having slow speeds on my supposed 50mb service.

7th November 2011 - John_O replies:

Quote:

I have checked your connection and can see that you are affected by local upstream utilisation issue on your chassis (local router), which will be causing your speed to slow during busy periods. This issue is currently with our Planning team who will be publishing a fix date as soon as possible. The reference for this issue is F001761613. Please accept our apologies for any inconvenience this may be causing you.

14th November 2011 - I spoke to VM customer services and they informed me the fix date for F001761613 was 23rd November.

20th November 2011 - I got fed up and downgraded to the 10mb service, and convinced VM to reactivate my old Ambit modem (so I'm not on the Docsis 3 network) and speeds were fine, ping was good and internet browsing and streaming were enjoyable again.

6th December 2011 - I post on the VM community asking for an update on fault F001761613.

14th December 2011 - John_Hag replies:

Quote:

I have just checked ticket F001761613. The underlying problem has been referred to our Design team but, as yet, we do not have an estimated completion date.

Additionally, there is a SNR problem which is exacerbating the underlying problem. The latest update was timed at 14:17 today which said that our engineers were still trying to identify the source of the interference on our network which is causing the low SNR. We apologise for the continuing inconvenience.

15th December 2011 - I query the conflicting information I've received.

20th December 2011 - Patrick_F replies:

Quote:

I apologise for the ongoing problems. Ticket reference F001833376 is still open for FEC errors and low SNR on the local network upstream you are connected to with an estimated fix of December 21st. Because of the nature of the fault, the levels of utilisation are naturally much lower as the connection in the area is currently unusable. I asked for an update to this utilisation ticket, under reference F001796853, so we also have an esitmated fix date for this. My fear is this will get pushed back with the current FEC and SNR problems. These problems only related to Acton UBR 11 Cable 3/1 and no other CMTS' are affected within these tickets.

24th December 2011 - I reply asking if these problems he's quoted me relate to the 50mb service or the 10mb service I'm on now (which I'm not experiencing problems with). He mentions "Acton UBR 11 Cable 3/1" and says no other CMTS' are affected.

30th December 2011 - Mark_Wilco replies:

Quote:

Hi, ticket F001761613 is showing as restored.

15th January 2012 - I upgrade to the 50mb service again, believing it's been fixed.

15th January 2012 - The problems begin again, and I post this thread.

---------- Post added at 12:14 ---------- Previous post was at 11:51 ----------

I've just done some digging and it seems that on 30th December Mark_Wilco wrote on my thread "Hi, ticket F001761613 is showing as restored."

But on another thread the same day he wrote:

"Ticket F001761613 has an estimated fix date of 18th January 2012 (this date is subject to change)"

I just don't know what to believe...

Re: Came back to 50mb, wish I hadn't...

Just checked a couple other threads. One says:

Quote:

Ticket F001761613 has an estimated fix date of 28th February 2012 (this date is subject to change)

Another says:

Quote:

The UBR which handles your connection is currently suffering from very high utilisation, particularly at peak times. This has been raised to our network teams under reference F001761613 Work to resolve this issue is currently scheduled to take place on 29th February 2012 (although this may be subject to change).

Also, on the thread I linked before the OP made the complaint in April last year and the problem was fixed by the 13th of June under a different ticket. Now the problem has come back and we've been given a different ticket, so it seems there's two tickets for over utilisation on the same uBR (F001761613 and the new one)? If this is the case any clue why?
That new ticket (F001641228) has an estimated fix date of 8th February, different to the other ticket. This ticket was opened in July 2011 so it has now been 6 months with no fix (9 months, plus a fix that lasted 4 days according to the thread, if you count from the first complaint). There is also another ticket for a SNR problem which has a fix date of 14th March. I just want to be able to use my internet normally :(

Re: Came back to 50mb, wish I hadn't...

Bit of an update... the connection seems a bit better.

Here's some tests I've just done:

https://www.cableforum.co.uk/images/...2012/01/36.png http://www.pingtest.net/result/54980334.png

I'll post some more results later tonight.

And my thinkbroadband monitor seems to show some kind of improvement over what it was last week...

Current graph (ignore the red part at the left, I had my router set to deny ping requests:
http://www.thinkbroadband.com/ping/s...20-01-2012.png

Monday's:

http://www.thinkbroadband.com/ping/s...16-01-2012.png

However, what I don't understand is how my mate (connected to Acton) gets this for yesterday:

http://www.thinkbroadband.com/ping/s...20-01-2012.png

---------- Post added at 19:38 ---------- Previous post was at 18:11 ----------

https://www.cableforum.co.uk/images/...2012/01/37.png http://www.pingtest.net/result/54986262.png

Still not looking too bad @ 19.30

Re: Came back to 50mb, wish I hadn't...

Nope, should've known it was too good to be true....

http://www.pingtest.net/result/54999905.png https://www.cableforum.co.uk/images/...2012/01/35.png

Quote:

Tracing route to bbc.co.uk [212.58.241.131]
over a maximum of 30 hops:
1 * 83 ms 65 ms 10.245.148.1
2 15 ms * 96 ms brnt-core-1b-ae1-1431.network.virginmedia.net [213.104.146.165]
3 * 19 ms 224 ms brnt-bb-1b-as1-0.network.virginmedia.net [213.105.174.249]
4 67 ms 11 ms 44 ms brnt-bb-1a-ae0-0.network.virginmedia.net [213.105.174.225]
5 141 ms * 155 ms glfd-bb-1b-as1-0.network.virginmedia.net [212.43.163.105]
6 * 37 ms 60 ms glfd-tmr-1-ae5-0.network.virginmedia.net [213.105.159.46]
7 177 ms 20 ms 13 ms tcl5-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
8 119 ms 22 ms 104 ms 212.58.239.249
9 * * * Request timed out.
10 43 ms * 19 ms ae1.er01.rbsov.bbc.co.uk [132.185.254.46]
11 221 ms 22 ms * 132.185.254.142
12 108 ms 103 ms 122 ms virtual-vip-231.thdo.bbc.co.uk [212.58.241.131]
Trace complete.

Utter rubbish. Get it sorted VM, it won't even open google!

Re: Came back to 50mb, wish I hadn't...

happens on VM, good bursts happen and you get into the trap of thinking they have fixed something. Then the inevitable wake up call happens. :(

If it just seems better but no outage, no ip change, no channel changes, then they probably havent done anything and it is probably just less people on your channels been active at that given moment.

Get excited if your channels change and especially if your ip is forcefully changed.

Re: Came back to 50mb, wish I hadn't...

[img]Download Failed (1)[/img]

last night was awful...

And what's this in the SH event log around the same time:

[mod:image removed due to Modem MAC number in picture]

Re: Came back to 50mb, wish I hadn't...

This is mine so far today:
http://www.thinkbroadband.com/ping/s...21-01-2012.png
Been like this for a long time and I can hardly do anything on the internet anymore. Even Youtube videos in 240p take ages to buffer

Re: Came back to 50mb, wish I hadn't...

yours is even worse! Jesis!

Re: Came back to 50mb, wish I hadn't...

Can I remind members not to post modem MAC numbers, image removed in post #21

Re: Came back to 50mb, wish I hadn't...

What are your 4 downstream channel IDs?

Re: Came back to 50mb, wish I hadn't...

Not at home at the min, will let you know later mate

Re: Came back to 50mb, wish I hadn't...

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 74 55616000 Kbits/sec 298750000 Hz 1.6 dBmV 42.2 dB Hybrid
Locked QAM256 73 55616000 Kbits/sec 290750000 Hz 2.0 dBmV 42.3 dB Hybrid
Locked QAM256 77 55616000 Kbits/sec 306750000 Hz 1.6 dBmV 42.1 dB Hybrid
Locked QAM256 78 55616000 Kbits/sec 314750000 Hz 0.8 dBmV 41.8 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

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

here's my latest thinkbroadband monitor:

http://www.thinkbroadband.com/ping/s...21-01-2012.png

Re: Came back to 50mb, wish I hadn't...

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 2 55616000 Kbits/sec 298750000 Hz 13.5 dBmV 41.4 dB Hybrid
Locked QAM256 1 55616000 Kbits/sec 290750000 Hz 14.0 dBmV 41.5 dB Hybrid
Locked QAM256 5 55616000 Kbits/sec 306750000 Hz 13.6 dBmV 41.3 dB Hybrid
Locked QAM256 6 55616000 Kbits/sec 314750000 Hz 13.2 dBmV 41.0 dB Hybrid

Rang at least 3 times and every time refused an engineer for my high power levels because they are due to "a problem in my area". I'm not an expert so I don't know if this could be true.

My lastest tbb monitor:
http://www.thinkbroadband.com/ping/s...22-01-2012.png

Re: Came back to 50mb, wish I hadn't...

yes, your downstream power levels are too high. You can either arrange an engineer visit over on the Virgin Community forums, or go on eBay and get yourself one of these...

http://www.ebay.co.uk/itm/New-Techne...item27c1b813e0

This would bring your power levels down to around 3 or 4 dBmV and may sort out some of your problems mate...