50M Absolutely awful bandwidth and ping/jitter at peak times

garmcqui · 20-11-2011, 14:35

Hi all, I've been having ongoing problems with my 50mb service for months now, and have contacted VM tech support several times. The problem has been that my speeds and connection quality are awful at or near peak times.

I have posted over on the VM help forums too, but I fear it just gets lost amongst the other hundreds of people experiencing problems: http://community.virginmedia.com/t5/...ce/td-p/814921

There was an issue with my downstream power levels being too high, but a -15db forward path attenuator brought those into line:

However, things havn't improved.

These were my speedtest and pingtest results from last night, and are typical of my evening experience:

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

Pretty appauling I think you'll agree. It took me 10 mins just to put a post on the VM help forum last night.

VM say: "There is a local upstream utilisation issue on your chassis (local router) will be causing your speed to slow during busy periods. This issue is currently with our Planning team who will be publishing a fix date as soon as possible. The reference for this issue is F001761613."

The fix date given is the 23rd November, but I'm not holding my breath.

What does everyone think? Would an over utilisation issue be reducing a 50mb connection down to the above?

Any help appreciated!

Thanks,

Gareth

Sirius · 20-11-2011, 14:41

Quote:

Originally Posted by garmcqui

Hi all, I've been having ongoing problems with my 50mb service for months now, and have contacted VM tech support several times. The problem has been that my speeds and connection quality are awful at or near peak times.
[/I]

you need to remove the macc address and serial number from the above pictures

***********Edit************

Looks like you have already done it as i posted

***********Edit************

Over utilisation will impact your download speed at peak times most certainly

garmcqui · 20-11-2011, 14:44

Quote:

Originally Posted by Sirius

you need to remove the macc address and serial number from the above pictures

oops, done

Ignitionnet · 20-11-2011, 14:47

Quote:

Originally Posted by garmcqui

What does everyone think? Would an over utilisation issue be reducing a 50mb connection down to the above?

If it's severe enough, yep.

garmcqui · 20-11-2011, 14:50

I see. So a case of wait it out then? Surely they can't charge for this level of service?

For comparison and to show my equipment is working ok, here are similar tests from this morning:

I understand there is a legacy network which VM use for the 10mb service, which is often less congested. If I phoned up and asked to be "downgraded" onto 10mb for a while (until they fix the problem on the 50mb network), would this mean I would be using the legacy network and hence experience less congestion?

Ignitionnet · 20-11-2011, 15:40

Nope.

garmcqui · 20-11-2011, 16:16

Quote:

Originally Posted by Ignitionnet

Nope.

Why not? Could you elaborate a bit please mate? This tech stuff's all new to me, lol

Ignitionnet · 20-11-2011, 17:09

Quote:

Originally Posted by garmcqui

Why not? Could you elaborate a bit please mate? This tech stuff's all new to me, lol

Whatever tier you move to because you have a DOCSIS 3 modem / Superhub you'll be stuck on the current network.

garmcqui · 20-11-2011, 18:41

Sorry, I forgot to say I also have my old Ambit 256 modem here, from before I was given Superhub. IIRC it's not DOCSIS 3.

If I changed to 10mb and got them to activate it again? It always worked perfectly...

---------- Post added at 18:41 ---------- Previous post was at 17:27 ----------

Well, just got off the phone to a very helpful scottish man at VM.

He's downgraded me to the 10mb/s service, re-registered my old Ambit modem and we're good to go.

Just done some testing, and bearing in mine it's almost 7pm, they're a vast improvement over the super hub:

So, until VM have sorted the over-utilisation issue (I'll give them a call in a few weeks with the ticket reference to see if it's been completed) I'll make do with the 10mb connection. Fingers crossed it stays this way! lol

Thanks for all your help guys!

kwikbreaks · 21-11-2011, 14:40

My area wasn't that severe and I wasn't aware I'd stay on DOSCIS 3 when I downgraded to 10 but after I did I found that it would mostly deliver close to the sold speeds. I guess getting 8Mbps when you are paying for 10Mbps is perfectly acceptable while getting same when paying for 50Mbps isn't. VM are now saying my area resegmentation is now complete but looking at the TBB chart I'm very very dubious about upgrading again so I'll probably just stick with 10Mbps.

garmcqui · 21-11-2011, 17:42

even better tonight:

And for the last day:

compared to the Superhub on 50mb:

Very pleased with the old Ambit modem. I'd love to try and get my hands on an Ambit 300, to see if it's any better than the Superdud... Hmmm

Chrysalis · 21-11-2011, 19:03

Quote:

Originally Posted by kwikbreaks

My area wasn't that severe and I wasn't aware I'd stay on DOSCIS 3 when I downgraded to 10 but after I did I found that it would mostly deliver close to the sold speeds. I guess getting 8Mbps when you are paying for 10Mbps is perfectly acceptable while getting same when paying for 50Mbps isn't. VM are now saying my area resegmentation is now complete but looking at the TBB chart I'm very very dubious about upgrading again so I'll probably just stick with 10Mbps.

I think we now seeing downstream congestion becoming more widespread which is why we seeing graphs that look not too bad but with poor speeds.

Check this graph (mine, current)

and my speedtest result (bear in mind higher tiers would get same speed as there is no prioritisation). So if a 30mbit customer cant get full speed on a port then 50mbit and 100mbit customers are going to be seeing aweful speeds for their tier.

Chrysalis · 22-11-2011, 13:21

its even poor 1pm. in fact slower.

I am starting to think there may be a transit issue on VMs network affecting me, as the namesco server is 5mbit slower than maidenhead when usually its far more reliable. Neither server is giving me full speed tho, seems i am limited to full speed now in a very short time frame, from about 4am to about 8am. Upload is full speed all the time I am testing. If its local congestion then to me its severe if its bad enough to take effect 16-20 hours a day.

kwikbreaks · 22-11-2011, 13:37

You could check for local congestion by downloading the VM game files they mention in the community forum sticky.

Something looks very regular about your TBB chart. I don't know enough about cable or exactly what it may mean but it is still visually strange to me.

BT are finally advertising a date for Infinity on my local exchange - Dec 2012. Of course there is no guarantee that they'll be doing all the cabs though. Anyhow I've registered an interest.

Chrysalis · 22-11-2011, 15:48

yeah I cant get max speed from anything really. So the speedtests results are reasonably accurate.

also reflected on samknows results.