20MB problems

binzie · 06-01-2010, 23:32

Hi all
in a nutshell....i had a great 10MB service never a problem
upgraded to 20MB and now get same speed and pings as 10MB but most of the time worse

cpc1-perr10-0-0-XXXXXX.perr.cable.virginmedia.com

I dont know where i was before

I have included as much info as i have learned to provide

Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : [Mod Edit (Rob M): Removed]
Serial Number : [Mod Edit (Rob M): Removed]
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Acquire a Downstream Channel 331000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 6
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 6.4 dBmV
Downstream SNR : 40.3 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 40.5 dBmV
Upstream Mini-Slot Size : 2

Mon Jan 04 15:50:15 2010 Mon Jan 04 15:50:15 2010 Warning (5) DHCP REBIND WARNING - Field invalid in response
Tue Dec 29 00:16:28 2009 Tue Dec 29 00:16:28 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Dec 25 22:51:59 2009 Fri Dec 25 22:51:59 2009 Warning (5) DHCP REBIND WARNING - Field invalid in response
Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) The s/w filename specified in the config file is the same as ...
Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) A software upgrade filename was specified in the config file.
Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) Authorized
Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) Registration complete!
Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7) Received a REG-RSP message from the CMTS...
Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7) Sending a REG-REQ to the CMTS...
Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7) CableModem SNMP configure

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

C:\Users\Steve>pathping bbc.co.uk

Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:
0 god [192.168.0.101]
1 10.75.120.1
2 osr02perr-v11.network.virginmedia.net [62.30.192.38]
3 perr-core-1b-ge-010-0.network.virginmedia.net [80.0.176.129]
4 bir-bb-b-as0-0.network.virginmedia.net [213.105.175.185]
5 bir-bb-a-ae0-0.network.virginmedia.net [62.253.185.153]
6 nth-bb-b-ae2-0.network.virginmedia.net [62.253.185.85]
7 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
8 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
9 212.58.238.129
10 virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 god [192.168.0.101]
5/ 100 = 5% |
1 14ms 94/ 100 = 94% 89/ 100 = 89% 10.75.120.1
0/ 100 = 0% |
2 22ms 8/ 100 = 8% 3/ 100 = 3% osr02perr-v11.network.virginmedia.
net [62.30.192.38]
0/ 100 = 0% |
3 24ms 5/ 100 = 5% 0/ 100 = 0% perr-core-1b-ge-010-0.network.virg
inmedia.net [80.0.176.129]
0/ 100 = 0% |
4 30ms 12/ 100 = 12% 7/ 100 = 7% bir-bb-b-as0-0.network.virginmedia
.net [213.105.175.185]
0/ 100 = 0% |
5 33ms 6/ 100 = 6% 1/ 100 = 1% bir-bb-a-ae0-0.network.virginmedia
.net [62.253.185.153]
0/ 100 = 0% |
6 32ms 5/ 100 = 5% 0/ 100 = 0% nth-bb-b-ae2-0.network.virginmedia
.net [62.253.185.85]
3/ 100 = 3% |
7 31ms 9/ 100 = 9% 1/ 100 = 1% tele-ic-1-as0-0.network.virginmedi
a.net [62.253.184.2]
0/ 100 = 0% |
8 38ms 9/ 100 = 9% 1/ 100 = 1% pos6-1.rt0.thdo.bbc.co.uk [212.58.
239.237]
0/ 100 = 0% |
9 37ms 8/ 100 = 8% 0/ 100 = 0% 212.58.238.129
0/ 100 = 0% |
10 33ms 8/ 100 = 8% 0/ 100 = 0% virtual-vip.thdo.bbc.co.uk [212.58
.224.138]

Trace complete.

Peter_ · 07-01-2010, 14:32

The modem power levels are fine so any issue must be elsewhere so you need to call Tech Support which is open 24/7 on 151 from your Virgin Media Phone.

It's absolutely free.

Or call 0845 454 1111 from any other phone line.

binzie · 07-01-2010, 20:26

I have done so twice a week since early november, the guys cant find anything wrong.
have posted same results on newsgroups last night but have no reply as yet (4 hours?)
am about to phone again but im guessing ill get

reset equipment
connect direct to modem
do again in safe mode
download game file x2
dunno mate

or ill lose patients before this time
had a tech out and he said it was ok got 16MB when he tested it at 2pm in afternoon but i have just put internet on and got

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

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

same old same old either packet loss or poor ping

my only need for internet is online gaming (so no good) and complaining about internet (i hope to just game one day)

badhairday · 07-01-2010, 21:24

It seems that this is a common problem. I only noticed how bad my connection was when I got CODMW2 for Christmas. ARRGGGG drove me crazy getting disconnected every two mins or not connecting at all, terrible for my kill/death ratio.

VM installed a new modem and that did the trick for me!

binzie · 08-01-2010, 00:03

got off phone from brill guy in scotland who couldnt help although was v patient and waited while i tested on 3 machines, we lost 25% packets wirelesly but couldnt replicate hard wired although speeds crap hard wired tried new ethernet cable. i think wireless n not reaching me well combined with a massively over subscribed ubr still only getting

its just not good enough he asked me to do it at noon on a weekday .......i dont need good speeds at that time
he also suggested applying pressure for free 50mb upgrade but i think there is more chance of my modem cooking my breakfast
this is all VM over populating its network to maximise profits at the cost of customers who have been there for 12 years im near to giving up

Digital Fanatic · 08-01-2010, 01:07

Quote:

Originally Posted by binzie

I have done so twice a week since early november, the guys cant find anything wrong.
have posted same results on newsgroups last night but have no reply as yet (4 hours?)
am about to phone again but im guessing ill get

reset equipment
connect direct to modem
do again in safe mode
download game file x2
dunno mate

or ill lose patients before this time
had a tech out and he said it was ok got 16MB when he tested it at 2pm in afternoon but i have just put internet on and got

same old same old either packet loss or poor ping

my only need for internet is online gaming (so no good) and complaining about internet (i hope to just game one day)

your post was answered within 25 mins of being posted last night if you are Steve Binns?

Quote:

On Wed, 06 Jan 2010 18:51:44 +0000, steve binns wrote:

> Hi
>
> Im on cpc1-perr10-0-0-cust278.perr.cable.virginmedia.com
>
> can you tell me is it over subscribed, i am suffering awful speeds and
> pings and tech visit has not sorted anything out
>
> very grateful for your support
>
> Steve
>
>
Hi Steve,

I've checked the network and it seems its not oversubscribed but is
seeing high usage during peak times which is causing your loss. It is
currently being monitored and if it continues it will be raised for
relief work to be carried out.

--
Kind Regards
Paul McFly
VirginMedia Technical Support | http://status2.virginmedia.com
"Please Bottom Post when Replying to Posts."

HTH

Sephiroth · 08-01-2010, 09:31

Quote:

Originally Posted by Digital Fanatic

your post was answered within 25 mins of being posted last night if you are Steve .....

Hi Steve,

I've checked the network and it seems its not oversubscribed but is
seeing high usage during peak times which is causing your loss. It is
currently being monitored and if it continues it will be raised for
relief work to be carried out.

--
Kind Regards
Paul McFly
VirginMedia Technical Support | http://status2.virginmedia.com

If you read between the lines of Paul McFly's reply, there are some interesting (to me at least) points).

1/
VM distinguish oversubscription from high usage. It would be interesting to know what number per trunk and what number per UBR VM put as the oversubscription threshold.

2/
High usage is VM's get out of jail card (the "up to" definition). Here one is tempted to criticise VM if they appear not to monitor for and act on high usage. But Paul McFly has said that this particular situation is being monitored and relief work would follow if this pattern of usage continues.

I glean from this that users have to complain because VM would not be pro-active everywhere, only in problem areas.

But bit by bit we see light at the end of the tunnel, IMO.

Ignitionnet · 08-01-2010, 09:52

Oversubscription and 'high usage' are quite different things really.

It may have not many customers on it but they may be quite heavy users causing congestion. All cable networks are oversubscribed, far more bandwidth sold than they could possibly support if everyone saturated their connections at once, the key is how much oversubscription is done and if it affects service. This can be a very different figure between different areas, I've seen some areas that have problems with less than a quarter the number of active modems in others.

VM monitor usage quite thoroughly, the issue is really the guidelines they have for when they upgrade.

They have graphs of utilisation every 5 minutes for the previous 24 hours, and % of time a port is above 80, 90 and 99% for the previous week.

Oversubscribed is just a handy term to use for when a port is congested / experiencing 'high usage'. It may not actually be excessively oversubscribed it may just be heavily utilised by the existing customers relative to the number of subscribers using it.

That a port is being monitored and will be passed to planning if the issue persists is a standard reply which has been used for a while so no real 'progress' there it's part of what the 2nd line tech support guys do.

HTH.

Sephiroth · 08-01-2010, 10:46

Quote:

Originally Posted by Broadbandings

....

That a port is being monitored and will be passed to planning if the issue persists is a standard reply which has been used for a while so no real 'progress' there it's part of what the 2nd line tech support guys do.

That's disappointing. It would amount to prevarication (on a scale truth-->stalling-->prevarication-->lying) attributable to the person who coined that insincere response.

Digital Fanatic · 08-01-2010, 11:06

Posted again last night...

"

Quote:

steve binns" <binzie@blueyonder.co.uk> wrote in message
news:QBq1n.18775$OI2.6354@newsfe14.ams2...
> Hi all
> in a nutshell....i had a great 10MB service never a problem
> upgraded to 20MB and now get same speed and pings as 10MB but most of the
> time worse
>
> cpc1-perr10-0-0-XXXXXX.perr.cable.virginmedia.com
>
> I dont know where i was before
>
> I have included as much info as i have learned to provide
>
> Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
> MAC Address : [Mod Edit (Rob M): Removed]
> Serial Number : [Mod Edit (Rob M): Removed]
> Boot Code Version : 1.1.2c
> Software Version : 2.111.1002
> Hardware Version : 1.9
>
> Acquire a Downstream Channel 331000000 Hz Locked
> Connectivity State OK Operational
> Boot State OK Operational
>
> Cable Modem Downstream
> Downstream Lock : Locked
> Downstream Channel Id : 6
> Downstream Frequency : 331000000 Hz
> Downstream Modulation : QAM256
> Downstream Symbol Rate : 5360.537 Ksym/sec
> Downstream Interleave Depth : taps32Increment4
> Downstream Receive Power Level : 6.4 dBmV
> Downstream SNR : 40.3 dB
>
> Upstream Lock : Locked
> Upstream Channel ID : 3
> Upstream Frequency : 29200000 Hz
> Upstream Modulation : QAM16
> Upstream Symbol Rate : 2560 Ksym/sec
> Upstream transmit Power Level : 40.5 dBmV
> Upstream Mini-Slot Size : 2
>
> Mon Jan 04 15:50:15 2010 Mon Jan 04 15:50:15 2010 Warning (5) DHCP REBIND
> WARNING - Field invalid in response
> Tue Dec 29 00:16:28 2009 Tue Dec 29 00:16:28 2009 Critical (3) Started
> Unicast Maintenance Ranging - No Response received - ...
> Fri Dec 25 22:51:59 2009 Fri Dec 25 22:51:59 2009 Warning (5) DHCP REBIND
> WARNING - Field invalid in response
> Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) The s/w
> filename specified in the config file is the same as ...
> Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) A
> software upgrade filename was specified in the config file.
> Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7)
> Authorized
> Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7)
> Registration complete!
> Sat Dec 19 19:56:25 2009 Sat Dec 19 19:56:25 2009 Information (7) We
> registered with a DOCSIS 1.0 config file!
> Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7) Received
> a REG-RSP message from the CMTS...
> Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7) Sending
> a REG-REQ to the CMTS...
> Sat Dec 19 19:56:24 2009 Sat Dec 19 19:56:24 2009 Information (7)
> CableModem SNMP configure
>
>
>
> C:\Users\Steve>pathping bbc.co.uk
>
> Tracing route to bbc.co.uk [212.58.224.138]
> over a maximum of 30 hops:
> 0 god [192.168.0.101]
> 1 10.75.120.1
> 2 osr02perr-v11.network.virginmedia.net [62.30.192.38]
> 3 perr-core-1b-ge-010-0.network.virginmedia.net [80.0.176.129]
> 4 bir-bb-b-as0-0.network.virginmedia.net [213.105.175.185]
> 5 bir-bb-a-ae0-0.network.virginmedia.net [62.253.185.153]
> 6 nth-bb-b-ae2-0.network.virginmedia.net [62.253.185.85]
> 7 tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
> 8 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
> 9 212.58.238.129
> 10 virtual-vip.thdo.bbc.co.uk [212.58.224.138]
>
> Computing statistics for 250 seconds...
> Source to Here This Node/Link
> Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
> 0 god [192.168.0.101]
> 5/ 100 = 5% |
> 1 14ms 94/ 100 = 94% 89/ 100 = 89% 10.75.120.1
> 0/ 100 = 0% |
> 2 22ms 8/ 100 = 8% 3/ 100 = 3% osr02perr-v11.network.virginmedia.
> net [62.30.192.38]
> 0/ 100 = 0% |
> 3 24ms 5/ 100 = 5% 0/ 100 = 0% perr-core-1b-ge-010-0.network.virg
> inmedia.net [80.0.176.129]
> 0/ 100 = 0% |
> 4 30ms 12/ 100 = 12% 7/ 100 = 7% bir-bb-b-as0-0.network.virginmedia
> .net [213.105.175.185]
> 0/ 100 = 0% |
> 5 33ms 6/ 100 = 6% 1/ 100 = 1% bir-bb-a-ae0-0.network.virginmedia
> .net [62.253.185.153]
> 0/ 100 = 0% |
> 6 32ms 5/ 100 = 5% 0/ 100 = 0% nth-bb-b-ae2-0.network.virginmedia
> .net [62.253.185.85]
> 3/ 100 = 3% |
> 7 31ms 9/ 100 = 9% 1/ 100 = 1% tele-ic-1-as0-0.network.virginmedi
> a.net [62.253.184.2]
> 0/ 100 = 0% |
> 8 38ms 9/ 100 = 9% 1/ 100 = 1% pos6-1.rt0.thdo.bbc.co.uk [212.58.
> 239.237]
> 0/ 100 = 0% |
> 9 37ms 8/ 100 = 8% 0/ 100 = 0% 212.58.238.129
> 0/ 100 = 0% |
> 10 33ms 8/ 100 = 8% 0/ 100 = 0% virtual-vip.thdo.bbc.co.uk [212.58
> .224.138]
>
> Trace complete.
>
> __________ Information from ESET NOD32 Antivirus, version of virus
> signature database 4751 (20100107) __________
>
> The message was checked by ESET NOD32 Antivirus.
>
> http://www.eset.com
>
>
>

Hi Steve,

I can see from our diagnostic tools that the problem you are experiencing at
present is intermittent and occurring sporadically. We will keep an eye on
this issue and monitor your area for any further occurrences, with a view to
resolve as soon as we have identified the precise problem.
--
--
Kind Regards
Graham Halvorsen
Virgin Media Technical Support
Please bottom-post when responding to aid viewing for all readers, thank
you.

Ignitionnet · 08-01-2010, 11:14

Quote:

Originally Posted by Sephiroth

That's disappointing. It would amount to prevarication (on a scale truth-->stalling-->prevarication-->lying) attributable to the person who coined that insincere response.

Not really. They have a criteria that ports must reach else planning will pass any ticket they raise for that port back as not reaching the required criteria for action. The criteria are in place to avoid temporary high load such as that encountered during some public events, holiday periods, people getting snowed in

etc triggering an upgrade which isn't actually required 95% of the time.

I suspect they are just doing their job and following process.

binzie · 08-01-2010, 18:53

Quote:

Originally Posted by Digital Fanatic

Posted again last night...

"

sorry guys im having real problems with a conflict between outlook and live mail, still cannot see your replies.

I must say although I am now starting to experience a better level of support, and am really happy people are now seeing my problems but other than replacing the modem and router, nothing is happening and i still have a poor connection.

I understand that there are utilisation issues, but im sure they were there when i signed up for a year (2 months ago) but sales lady must not have known she could have said dont bother and i would have remained on 10MB

Digital Fanatic · 08-01-2010, 19:12

Quote:

Originally Posted by binzie

sorry guys im having real problems with a conflict between outlook and live mail, still cannot see your replies.

I must say although I am now starting to experience a better level of support, and am really happy people are now seeing my problems but other than replacing the modem and router, nothing is happening and i still have a poor connection.

I understand that there are utilisation issues, but im sure they were there when i signed up for a year (2 months ago) but sales lady must not have known she could have said dont bother and i would have remained on 10MB

Keep in contact with the guys on the newsgroups.. they can escalate if the poor speeds continue.

binzie · 08-01-2010, 20:10

just been given a free months internet having spoken to a lovely man in retentions, i have the postal address for complaints also after an offshore customer "service" person said if you are not happy write and complain (OMG) anyway... free rubbish internet is almost bearable and can now voip through my mobile as i have had to get unlimeted internet on my phone (i got 7meg from vodafone today very impressed exactly twice what i am now getting off 20MB)
the light at the end of the tunnel is getting closer, the lovely man said if it continues following a call not next week but the week after from their troubleshooter guy then i will have to be upgraded to 50MB (boo hoo poor me)
you guys are great thanks for all your support i will feed back regularly to you and newsgroup dudes!

philwhite100 · 09-01-2010, 19:53

Having a slow connection is not good as this is cable and not ADSL so should work well in my opinion.

Here is a typical speed i get on the 20meg service.

---------- Post added at 18:53 ---------- Previous post was at 18:50 ----------

Just one other thing, why does the speedtest.net result list the ISP as Telewest??
Surely by now this should have been ammended to Virginmedia.