Cable Forum - 120M Best way to escalate a utilisation fault?

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

- - 120M : Best way to escalate a utilisation fault? (https://www.cableforum.uk/board/showthread.php?t=33697257)

ianch99

14-04-2014 20:01

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by Saint man (Post 35687771)

Hello ianch99,
cpc4-sotn12-2-0 for me, perhaps a different problem, I have been quoted a Virgin fault reference of F002478187.
Will leave it a few months and check again with Virgin to how my fault ticket is going.

Looks like you are on a different CMTS so, yes, a different fault .. The only way to pursue this is to email the CEO office. They have the ability to talk to the Network manager in Southampton and to get a realistic picture of the work need to remedy the fault. They can also give you a long term discount on your bill.

I would double check your modem power levels to rule out any local issues that could compound the problem although this is unlikely if you get ok speeds during the day

Saint man

14-04-2014 21:56

Re: Best way to escalate a utilisation fault?

Hi Ian,
thanks for reply, yeh my power levels are all fine, my speeds steadily drop early evening from about 6pm.

This morning 8am 52Mbps
5pm 48Mbps
8pm 35 Mbps
9pm 6.6 Mbps

No doubt when this overutilisation is sorted another load of homes and flats will be built and we'll be back to square one, or Virgin will be upping everyones speeds again with no regard to the infrastructure required :(

cook1984

14-04-2014 23:36

Re: Best way to escalate a utilisation fault?

I'm getting utilization problems as well but there is simply no way to get it addressed and no timescale for a fix. Actually they said my area was just below the threshold, but YouTube, Netflix and general browsing are all terrible. Like the OP I'm screwed.

Eeeps

15-04-2014 16:36

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by cook1984 (Post 35688828)

Do you have a Thinkbroadband Quality Monitor set up? It would be nice to see what 'just acceptable' looks like.

Anyone else in that boat of being just on the limit? Would be nice to compare your plots too.

cook1984

15-04-2014 18:35

Re: Best way to escalate a utilisation fault?

No, is there a way I can get one?

qasdfdsaq

15-04-2014 19:06

Re: Best way to escalate a utilisation fault?

www.thinkbroadband.com/ping

cook1984

15-04-2014 19:10

Re: Best way to escalate a utilisation fault?

Ah, forgot that I already had one: https://www.cableforum.co.uk/images/...2014/04/16.png

I just re-enabled pings on my router, so over the next few days it should fill out.

ianch99

15-04-2014 20:36

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by Eeeps (Post 35689017)

My live graph:

https://www.cableforum.co.uk/images/...2014/08/11.png

Ignore the hourly spike .. this is my speedtest.net script kicking in

I am on sotn8 (CMTS) .. seems that sotn9 is in much worse shape. There is a number of threads referencing sotn9 and most are not pretty reading

---------- Post added at 19:36 ---------- Previous post was at 19:34 ----------

Quote:

Originally Posted by cook1984 (Post 35689080)

I just re-enabled pings on my router, so over the next few days it should fill out.

I would check your router as the graph should have some activity by now. The graph is still all red for me ..

Qtx	15-04-2014 21:04

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by ianch99 (Post 35686959)

. She said that my original fault (opened in Jul 2012) was in fact still open and she would phone the headend manager in Southampton to find out what is actually going on. Today, she responded with this update from the Network manager responsible for the work:

They give an estimate of June for completion of all the works relating to this fault.

2 Years to fix a fault (well still not fixed) is still terrible, even by VM standards.

cook1984

16-04-2014 18:37

Re: Best way to escalate a utilisation fault?

My IP address changed, so here is a new graph:

https://www.cableforum.co.uk/images/...2014/04/15.png

ianch99

16-04-2014 18:41

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by cook1984 (Post 35689448)

My IP address changed, so here is a new graph:

https://www.cableforum.co.uk/images/...2014/04/15.png

What CMTS are you on (its part of the host name displayed in the result when clicking here: http://www.cableforum.co.uk/board/mi...?do=connection)?

cook1984

16-04-2014 20:28

Re: Best way to escalate a utilisation fault?

cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

ianch99

16-04-2014 20:44

Re: Best way to escalate a utilisation fault?

Quote:

Originally Posted by cook1984 (Post 35689492)

cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

You are routing into a different head end than us in Southampton, your CMTS (cosh12) lives in Cosham.

Also seems to route via Birmingham when I traceroute your wan ip address:

Code:

Target Name: cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

         IP: 86.1.190.4

  Date/Time: 16/04/2014 19:34:51



 1    0 ms    0 ms    0 ms    0 ms    0 ms    0 ms  ianch-router [192.168.0.1]

 2   24 ms    9 ms   20 ms   14 ms   12 ms   13 ms  cpc66073-sotn8-2-0-gw.15-1.cable.virginm.net [86.4.187.1]

 3    6 ms    9 ms   10 ms   10 ms   18 ms    7 ms  sotn-core-2a-ae6-608.network.virginmedia.net [80.4.225.85]

 4   19 ms   13 ms   10 ms   11 ms   28 ms    9 ms  sotn-core-2b-ae1-0.network.virginmedia.net [80.4.225.122]

 5   15 ms   18 ms   14 ms   15 ms   18 ms   23 ms  brhm-bb-1b-ae13-0.network.virginmedia.net [62.253.175.34]

 6   22 ms   22 ms   36 ms   22 ms   26 ms   21 ms  cosh-core-2a-ae0-0.network.virginmedia.net [80.3.160.245]

 7   24 ms   23 ms   23 ms   23 ms   22 ms   20 ms  cosh-cmts-12-ge131.network.virginmedia.net [80.3.161.70]

 8    4 ms   30 ms   40 ms   29 ms   31 ms   37 ms  cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net [86.1.190.4]



Ping statistics for cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

Packets: Sent = 6, Received = 6, Lost = 0 (0.0%)

Round Trip Times: Minimum = 4ms, Maximum = 40ms, Average = 28ms

which means any problems in Southampton should not affect you (I think!)

cook1984

17-04-2014 16:40

Re: Best way to escalate a utilisation fault?

I know, I was just adding that Southampton isn't unique. Virgin has problems all over, and it is extremely difficult to get them to do anything about it even when your connection is awful.

cook1984

18-04-2014 17:44

Re: Best way to escalate a utilisation fault?

Fault for over-utilization opened, let's see if they can fix it any faster than poor Southampton: F003034782

All times are GMT +1. The time now is 14:34.

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