Packet loss issues

[Drefsab]

Hi guys, just after a bit if advice. My virgin service is fine but one of the lad's I work with is hitting a brick wall with virgin's technical support because of what appears to be a total lack of training.

He's seeing a constant packet loss issues on all traffic, on anything that uses UDP packets is just useless. I took my laptop and some spare routers around to his and saw exactly the same issues.

The connection is not being STM'ed as its downloaded less that 100meg in a 24 hour period

Traceroutes seam to point an issue on the virgin network

rawt-cmts-01-ge02.network.virginmedia.net (80.5.164.246) is showing packet loss plus on the hop before it keeps changing from

oldh-cam-1b-pc200.network.virginmedia.net (195.182.175.90) and oldh-cam-1b-pc201.network.virginmedia.net (195.182.180.42).

The people we spoke to in technical support didn't even seam to understand what packet loss is let alone what a UDP packet was. The offshore support didnt seam to even grasp that clearing the temporary internet files would not have any impact on a traceroute inbound to those IP's.

Is anyone else having issue's on this or does anyone have any words of advice on how to get an issue like this even looked into?

[markcampbell]

similiar issues to my problem. Im experiencing a issue where i can not browse at all at times. Ive did the old ping command even a tracert command and i notice ping time outs are roughly about 4 out of every 7 ping attempts. Seems a few are having issues with packet loss at the minute.

[Drefsab]

Do you know what hops you are seeing the packet loss on? perhaps if we gather enough evidence of the issues we can prompt a response or at least get someone to look at it rather than having their support department saying to reboot the modem.

[Ignitionnet]

Hi there,

The CMTS has 2 ports, GE01 and 02. 01 appears to be down:

Pinging rawt-cmts-01-ge01.network.virginmedia.net [80.5.164.58] with 32 bytes of
data:

Request timed out.

Ping statistics for 80.5.164.58:
Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

Pinging oldh-cam-1a-ge96.network.virginmedia.net [80.5.164.57] with 32 bytes of
data:

Request timed out.

Ping statistics for 80.5.164.57:
Packets: Sent = 1, Received = 0, Lost = 1 (100% loss),

02 appears to be intermittently going down (flapping):

Pinging rawt-cmts-01-ge02.network.virginmedia.net [80.5.164.246] with 32 bytes o
f data:

Ping statistics for 80.5.164.246:
Packets: Sent = 100, Received = 95, Lost = 5 (5% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 188ms, Average = 32ms

Pinging oldh-cam-1b-ge96.network.virginmedia.net [80.5.164.245] with 32 bytes o
data:

Ping statistics for 80.5.164.245:
Packets: Sent = 100, Received = 93, Lost = 7 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 330ms, Average = 49ms

They should be aware of this issue, it's quite a major one. The offshore support seem to struggle with the concept of anything not being resolvable through a reboot or cookie clear so...

[Drefsab]

Cool thanks at least im not being crazy in the issue I've been seeing on his line then.

Doing some reading on the CMTS's I would certainly expect them to be aware of an issue though I would have thought they would be aware of such potential issues in their support department, perhaps im expecting to much of them.

I don't suppose you have any recommendation for getting the issue escalated beyond the offshore first line? Its only been going on for about 24 hours now but seeing as they haven't even acknowledged the fault it would be good to make sure its brought to light by people in the know just incase.

[chickendippers]

Post in the virginmedia.support.broadband.cable newsgroup. That goes straight to second level: http://www.virginmedia.com/help/cable/newsgroups/

[Drefsab]

oh now that is an idea will do that thanks