New upstream == pings over 500??!?
 

So I lost connection about 5am this morning according to logs and had to power cycle the modem when I woke up to get a connection back. Upon checking the modem I now have a new upstream channel (now 2). Unfortunately with has brought pings from hell. I am now jumping from 21ms pinging bbc.co.uk to upwards of over 1000ms and back down. Even pfsense is reporting a RTT to the gateway of over 200ms which is usually only 8ms. Just incase they broke my connection include a screenshot of my power levels. Hopefully someone can help :(
https://www.cableforum.co.uk/images/...2013/10/33.png

https://www.cableforum.co.uk/images/...2013/10/34.png

Re: New upstream == pings over 500??!?
 

To complete the picture, a tracert to bbc.co.uk would be appreciated.

Re: New upstream == pings over 500??!?
 

Here you go :)



C:\Program Files (x86)\Microsoft Visual Studio 11.0\VC>tracert bbc.co.uk

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

1 <1 ms <1 ms <1 ms pfsense.firewall.home [192.168.2.254]
2 367 ms 7 ms 9 ms 10.14.88.1
3 928 ms 9 ms 9 ms basl-core-2b-ae10-722.network.virginmedia.net [81.96.2.233]
4 443 ms 163 ms 11 ms popl-bb-1b-ae11-0.network.virginmedia.net [81.96.0.149]
5 93 ms 13 ms 14 ms nrth-bb-1b-et-010-0.network.virginmedia.net [62.253.175.57]
6 588 ms 12 ms 276 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 13 ms 14 ms 14 ms pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
8 * * * Request timed out.
9 729 ms 425 ms 17 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
10 606 ms 15 ms 480 ms 132.185.255.156
11 22 ms 22 ms 17 ms www-vip.cwwtf.bbc.co.uk [212.58.253.67]

Trace complete.

---------- Post added at 10:55 ---------- Previous post was at 10:44 ----------

Here is a screenshot of my pings too.

https://www.cableforum.co.uk/images/...2013/10/32.png

Re: New upstream == pings over 500??!?
 

First to say the power levels are fine.

It seems that there is delay at your gateway that propagates, albet not all the time on the tracert you've provided. A good diagnostic goin=g forward is the Thinkbroadband Quality Monitor which usually flushes out upstream issues.

I'm guessing here but based on other people's reports, they've either misconfigured the CMTS when they added the upstream channel, or despite the change there is upstream noise or congestion. One might even suggest a one day settling down period while they monitor things at the local head end (Basildon).

In the network log, are there any T3 events (other than when it was rebooting)?

Re: New upstream == pings over 500??!?
 

I had a lot of t3 events at near 4am this morning and the internet was out when I woke up at 8. Infact just power cycled the modem and im left with no connection now. Hmm guess I wont be working today.

---------- Post added at 11:37 ---------- Previous post was at 11:30 ----------

Here is thinkbroadband.

https://www.cableforum.co.uk/images/...2013/10/30.png

and here is part of the SH2 log from this morning

https://www.cableforum.co.uk/images/...2013/10/31.png

Re: New upstream == pings over 500??!?
 

Wow, hell of an issue there for sure. Might be worth giving them a call and hoping you get through to a somewhat competent agent (or at least one that's willing to speak to second line).

Re: New upstream == pings over 500??!?
 

I was looking for T3s during normal running. Your log doesn't show any. So it's not a congested upstream, IMO. It seems to me that they've not left your upstream circuit in a state of grace. Packet loss indicates npoise on the upstream.

If you call VM, I recommend you put the phone down on an offshore agent! You can also publish this lot in the VM forums whgere a VM tech will check your circuit and let you know what's amiss.

Re: New upstream == pings over 500??!?
 

Thanks for the replies guys. I have now posted all the images and an explanation on the VM forums. Hopefully someone will help. Also trying to phone to explain this will be a killer, especially if I get offshore....."have you tried rebooting the modem?"...... "&%#£!"

Re: New upstream == pings over 500??!?
 

Put the phone down on offshore.

Re: New upstream == pings over 500??!?
 

I don't really want to throw a spanner in the works here, but I was speaking to an old friend who still works for Virgin and they were of the opinion that Swansea these days were no better trained than offshore.

I've not had to deal with either so I can't really comment, but I would suggest maybe NOT just putting the phone down right away.

Posting on the VM forums may take a bit longer but would be the best way to ensure it gets to the right people.

Re: New upstream == pings over 500??!?
 

Put the phone down oin the offshore agent and let us know how you get on with the UK agent!

Re: New upstream == pings over 500??!?
 

I'm certain that the Swansea team is better than the offshore. Simply because they cant be any worse

Re: New upstream == pings over 500??!?
 

Ok kind of serious now. Not sure if ringing tech support will help but I havnt had any connection for most of the day and my modem gets stuck in provisioning state in progress. Tomorrow will be another lost day of work.... anyone know what that means?

---------- Post added at 22:57 ---------- Previous post was at 21:15 ----------

Ok it seems power cycling the modem about 10 times got it working. Sometimes it wouldn't provision and then others it wouldn't supply an IP. Guess some channels are borked or something. Pings are slightly better but still spiking. Just waiting for the technicians to get back to me on the VM forums. Thanks for your help guys!

Re: New upstream == pings over 500??!?
 

Rebooting the modem is a natural temptation and by all means continue - it doesn't nbring a borked network back.

It's what they're doing in the network that'll fix it. It's shocking though that VM's systems are unable to tell you what's going on.

Re: New upstream == pings over 500??!?
 

Kushan I dont think its about the training its about the mindset. Offshore agents tend to rigidly follow scripts whilst onshore tend to use common sense and decide to skip the script against what they been trained to do but less frustration for them and customers. Plus there is issue where offshore can be hard to understand due to bad line quality and accent/language issues.

I agree with seph that I dont think its a typical congestion situation, looks like a borked network upgrade.

Re: New upstream == pings over 500??!?
 

As I said, I'm only passing on the message from someone who's on the inside and deals with both offshore and onshore. I can't comment myself as I don't deal with VM much myself, I have been somewhat fortunate in that regard.

Re: New upstream == pings over 500??!?
 

So in what observational capacity is the "someone on the inside" able to compare the two support desks?

Is it that the person knows the training they receive, the knowledge both are required to have and the capability of each side when launched onto the phones? Or what?

Re: New upstream == pings over 500??!?
 

They work on outage, so they often get to deal with incorrectly booked jobs, false outages, tech cancellations, etc.

Basically, any time first line makes a mistake, they're usually the ones that get to deal with it. From what they've said, the quality of Swansea has been gradually declining for a while now.

Re: New upstream == pings over 500??!?
 

Well I got through to an English fella, so I'm guessing that was Swansea? and he has booked a technician for me on Monday. The customer support was stating that my area was fine and my connection was fine but I think he could possibly see the noise. He said that my area wasn't over utilised either. Guess I will have to put up with this over the weekend:

https://www.cableforum.co.uk/images/...2013/10/27.png

Re: New upstream == pings over 500??!?
 

If he could see noise, he shouldn't really have booked a tech but instead raised it to outage. Oh well, the tech will raise it if necessary.

Re: New upstream == pings over 500??!?
 

A few of those reponses are between 7 and 11ms, there is no fault :D

[/VMresponse]

Re: New upstream == pings over 500??!?
 

Ok so I had an answerphone message today saying that a network fault had been identified and that they had canceled my technician booking for monday. They stated to check the virgin media status page but it says that my area broadband is in 'good service'. Do I just wait now until they contact me?

Re: New upstream == pings over 500??!?
 

On Monday, call the fault in again to a UK agent. That way at least you're trying to drive progress.

Also post what you've said above on the VM forum and ask for the Forum Team to check the situation out.

Re: New upstream == pings over 500??!?
 

As I mentioned, noise on the line can't be fixed by a regular tech anyway, so this should have been raised by the agent.

Re: New upstream == pings over 500??!?
 

New IP. Looking better.... NOT!

https://www.cableforum.co.uk/images/...2013/10/18.png

Re: New upstream == pings over 500??!?
 

Where abouts are you in the country

Re: New upstream == pings over 500??!?
 

From post #3, I'd say the OP is from Essex, served by Basildon local hub.

Re: New upstream == pings over 500??!?
 

Ah yes, glad I spotted that as well;)

Re: New upstream == pings over 500??!?
 

Nope I'm in Kent nr. Rochester. I think my local hub is Gillingham?

Re: New upstream == pings over 500??!?
 

Gillingham. I can't challenge that!

My mistake - the tracert shows Basildon Core not Basildon CMTS. Should have noticed that. I've checked my records and this is indeed the routing from that part of Kent.

Re: New upstream == pings over 500??!?
 

Looks like your issue was fixed at about 10.45 this morning.(if that is a live TBB graph)

Re: New upstream == pings over 500??!?
 

Indeed it was and thank you to everyone on here who helped. I was rather impressed at how quickly VM got this sorted! I was scared this would turn into long waiting game. :) pings seem better too :P

Re: New upstream == pings over 500??!?
 

Sometimes they do get it right!

Re: New upstream == pings over 500??!?
 

But mostly they dont...

https://www.cableforum.co.uk/images/local/2013/11/8.png

Re: New upstream == pings over 500??!?
 

@ REXZ
Have a look here. VM say they've cracked it.

Re: New upstream == pings over 500??!?
 

Nice.

Re: New upstream == pings over 500??!?
 

But not so nice that it only affects the SH2 and the SH1 apparently is more tolerant of these "fringes".

Re: New upstream == pings over 500??!?
 

The Intel chip within the SH2 is less tolerant of any deviation in Symbol rates and frequencies being slightly out on the UBR. But of course there is never anything wrong with the UBR it's the local network.(network engineers will understand this)

The SH1 isn't so specific and can handle a slight misplaced input on the config of the UBR

Re: New upstream == pings over 500??!?
 

Ooh it's an intel chip? I thought people said it was a Broadcom

Re: New upstream == pings over 500??!?
 

It's the Puma5 chip in the SH2- which was also used in the VMNG300.

Solly's got it right I'm sure. It'll have been off-centre frequency.

Re: New upstream == pings over 500??!?
 

To be fair, according to Intel the Puma5 is a series of chips, so it's not necessarily the exact same chip in both the Ambit 300 and the SH2.

Re: New upstream == pings over 500??!?
 

Particularly since Ambit VMNG300(aka uBee U10C035) apparently came with the Texas Puma5 chipset(c2008) and TI data sheets list 5 variants in their data sheets!

Intel only lists 3 Puma5 variants(c2011) in their family and two of those are eMTA versions which would circumstantially leave TNETC4830 as the likely (optimised DATAMODEM) candidate? or…. ?

Re: New upstream == pings over 500??!?
 

... which means that the Intel Puma5 is a minor evolution of the VMNG300 Puma 5.

Re: New upstream == pings over 500??!?
 

Different substrate possibly and fabricator but a TNETC4800/10/30 from Intel wet line must be same circuit design as TI TNETC4800/10/30?
Unfortunately as stated by others there's no parametric comparisons available in public domain for legacy Texas and current Intel manufacturers! :(

However the fact that Texas originally additionally produced TNETC4820/40(not currently listed in Intel P5 family) with some optimised Data Modem features begs the question as to what exact (TI)chipset variant was included in VMNG300 as opposed to latter (Intel)SH2?
Even considering VM/Netgear may have included the eMTA chipset but left the I/O redundant in VM's 2nd order product may explain some of the "dumbed" down feature code in firmware/eCOS?

Re: New upstream == pings over 500??!?
 

Quod erat demonstrandum.

Re: New upstream == pings over 500??!?
 

I'm glad my problem helped with the fixing of the issue that was apparent with different areas. Maybe they were able to see the upgrade was at fault rather than underlying problems of over utilisation.

Re: New upstream == pings over 500??!?
 

Re: New upstream == pings over 500??!?
 

If that's the case I feel sorry for the rest of the UK.

Re: New upstream == pings over 500??!?
 

Nothing a little competition won't help =)