Best way to get support for slow internet

edgedemon · 09-02-2010, 16:12

OK, I have noticed a real downgrade to my internet service over the last 3 weeks, to the point where a couple of times, we have just turned the PC's off as the internet was unusable.
I have been on the phone to support, but have had the misfortune to only get India so far and have got absolutely no-where.
What is the best method to build up a case record of the problems I am having.

should I be running tracert's every hour and logging them

Can you log the results from speedtest?

Are there logs I can get off my cable modem? - its an old motorola one

How can I build the evidence to prove to Virgin that my issues are genuine?
What are the best programs to use?

Im happy to put up with it so that I can prove my case, just need to know the best way to do it..

RumbleBee · 09-02-2010, 22:53

My mother had similar problems on her 10mb service. Virgin tech's in india ran numerous tests and telling me everything was fine. She could not even watch a Youtube video.

Enough was enough. I called them in India and told them to either replace the modem or cancel the whole service. They sent a new modem through the post. I installed it, registered it and wham. 10mb service as it should have been for the last 3 months.

My mother now enjoys using the internet.

Her original modem was from 2004 ish.

Forgot to add. I did call them back and told the techs that the new modem fixed things and that she wanted 3 months 'free' service due them not accepting that the old crappy modem was at fault in the 1st place.

edit.
Last summer my own internet was slow and dropping all the time. Turns out maintenance upgrades occurred on my road and I missed out on something due to the house power being off whilst we were on holiday. Engineer changed some settings via the phone and all was fixed. Seems odd I know.

pip08456 · 10-02-2010, 00:43

Quote:

Originally Posted by edgedemon

OK, I have noticed a real downgrade to my internet service over the last 3 weeks, to the point where a couple of times, we have just turned the PC's off as the internet was unusable.
I have been on the phone to support, but have had the misfortune to only get India so far and have got absolutely no-where.
What is the best method to build up a case record of the problems I am having.

should I be running tracert's every hour and logging them

Can you log the results from speedtest?

Are there logs I can get off my cable modem? - its an old motorola one

How can I build the evidence to prove to Virgin that my issues are genuine?
What are the best programs to use?

Im happy to put up with it so that I can prove my case, just need to know the best way to do it..

Your best bet is to post your modem stats on the VM newsgroups for 2nd line support to have a look at.

Welshchris · 10-02-2010, 01:16

if u want to speak to someone on the phone, ring before midday chances are u get to speak to a UK based call center.

edgedemon · 10-02-2010, 07:06

Quote:

Originally Posted by pip08456

Your best bet is to post your modem stats on the VM newsgroups for 2nd line support to have a look at.

How do I get the stats off my modem?

I have been running pingtest at regular intervals and its bad

Packetloss 42%
Ping 1147ms
Jitter 34ms

This is my best result!

---------- Post added at 06:06 ---------- Previous post was at 06:06 ----------

Thanks to evryone else for their help

pip08456 · 10-02-2010, 09:51

http://192.168.100.1 login using "root" as user and pass.

Copy and paste Upload, Download and event log.

Set up for Outlook express here

http://www.virginmedia.com/myvirginm...ress-exntl.php

May be worth posting here also for some of the more knowledgeable to have a look at.

edgedemon · 10-02-2010, 10:14

Quote:

Originally Posted by pip08456

http://192.168.100.1 login using "root" as user and pass.

Copy and paste Upload, Download and event log.

Set up for Outlook express here

http://www.virginmedia.com/myvirginm...ress-exntl.php

May be worth posting here also for some of the more knowledgeable to have a look at.

Thanks for that - will do that tonight when I get in from work.

Below are the results from last nights ping tests

Strangly enough, the first result from this morning was OK, I could browse the web again, but last night was terrible as it has been all week.

edgedemon · 15-02-2010, 11:52

Here are the logs
Looks like I have got problems, though last night web browsing was OK as long as I didn't try to stream anything or download, which was giving me modem speeds of around 42kb

At least web pages were opening though...
Virgin support won't take it any further until my new modem arrives, though they dont know when that will be - its been ten days and counting so far, Im gonna give them another ring today and see where I get

Software Version: SB5100-0.3.1.3-SCM00-NOSH
Hardware Version: 3
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4

Downstream Value
Frequency 339000000 Hz Locked
Signal to Noise Ratio 40 dB
Power Level 13 dB The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 2
Frequency 22200000 Hz Ranged

Power Level 39 dBmV

1970-01-01 00:00:12 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
2010-02-09 20:51:17 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2010-02-09 20:51:16 3-Critical 0x04E33A10 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2010-02-09 20:51:16 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:00:13 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:40 3-Critical 0x04E33A10 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 00:00:07 3-Critical 0x04E33948 No Ranging Response received - T3 time-out
1970-01-01 00:00:12 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:05 3-Critical 0x04E33948 No Ranging Response received - T3 time-out
1970-01-01 00:00:16 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:39 3-Critical 0x04E33A10 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
1970-01-01 00:00:12 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:07 3-Critical 0x04E33948 No Ranging Response received - T3 time-out
1970-01-01 00:00:12 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:05 3-Critical 0x04E33948 No Ranging Response received - T3 time-out
1970-01-01 01:55:41 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.
1970-01-01 01:55:34 3-Critical 0x04E33948 No Ranging Response received - T3 time-out
1970-01-01 01:55:30 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:53:24 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:53:18 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:53:03 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:55 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:55 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:49 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:49 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:46 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:46 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:42 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:26 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:23 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:22 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:19 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:19 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:13 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:52:00 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:52:00 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:59 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:51:53 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:52 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:51:46 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:25 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:51:18 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:17 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:51:13 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:12 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:51:10 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:51:02 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:50:58 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:50:58 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:50:51 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:50:51 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:50:49 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:50:49 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:50:44 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:50:04 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:50:03 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:50:02 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:49:51 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:49:19 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:49:16 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:49:15 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:48:58 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:48:41 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:48:36 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:48:36 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:48:30 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:47:48 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:47:43 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:47:22 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:47:19 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:47:18 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:47:12 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:46:54 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:46:49 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:46:26 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:46:26 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:46:26 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:46:20 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:57 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:57 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:56 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:56 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:55 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:54 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:52 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:51 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:50 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:50 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:49 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:48 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:47 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:47 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:34 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:31 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:30 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:24 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:08 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:05 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 01:45:04 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 01:45:03 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing

pip08456 · 16-02-2010, 11:40

I'd say you do have problems. That downstream power level of 13db seems far too high to me.
Have you posted these stats on the newsgroups with a quick outline of your problem? If not do it ASAP as you will get a quicker resolution to the problem.

calmpitbull · 16-02-2010, 21:46

What modem is that?

pip08456 · 17-02-2010, 00:32

Quote:

Originally Posted by calmpitbull

What modem is that?

What differrnce would that make?

calmpitbull · 17-02-2010, 17:06

It might not make any, I just didn't recognise the admin panel wording (doesn't look like an ambit or cisco). Which means it could be an old modem in which case it wants changing.

moaningmags · 17-02-2010, 17:15

Looks like a Motorola.

calmpitbull · 17-02-2010, 18:29

Blimey haven't seen a motorola surfboard in ages, maybe in some areas they are still current but if I saw one in notts I would change it