60M : very Slow Speeds

[thepixel]

Hello All

Lately I have been having issues with very slow performance with my internet Line.

I'm on the 60mb package and live in the BR4 Area (Bromley)

I seem to be getting latency issues of upto 500ms delay.
Also had strange issues whereby I will loose web browsing functionality. So I wont be able to browse website BUT netflix etc will still continue to stream an I can ping out on port 80 via IP and Domain Name. Only way to resolve is to reboot the SuperHub. (Yay!)

Here's the speed test result I'm getting right now. Currently my 3G phone is faster.



It's making Skype hard, as well as browsing and gaming.

Rebooted Equipment, aka Superhub which is in Modem Mode. I have an EdgeMax Firewall which works fine.

Super Hub VMDG480

A few days ago I did see errors logged for Over Temperature which is strange because it's well ventilated and not dusty, even gave it a clean-out with canned air.

Am I looking at a Superhub issue, Power Level issue, or both? it's driving me insane!

[dragon]

Latency graphs (recently added)

Stats from LibreNMS (Well until the IP changed, we tried changing IP's at someone's suggestion, it seems it hasn't picked up the IP update yet.)

Edit:

Forgot to say I know the OP, hence why I have his router monitored.
Also the LibreNMS server is on CEST not GMT.

[Ignitionnet]

Glad you mentioned you knew him, would've looked dicey otherwise!

Upstream power is dodgy, downstream power is too low, that latency goes very, very high.

The Superhub going pear shaped might be a good place to start, however the timing of the jump makes it look like there's a big time upstream congestion issue there as well.

[dragon]

Yes we were playing a game at the time his latency spiked which made it rather difficult for him

Werid thing is the Skype didn't seem to mind as we'd left a skype session open for the voice comms (Keep meaning to setup mumble again, but tbh when there's only a few of you Skype actually works pretty well)

The main reason for monitoring his router was he thought someone in his family might have been downloading/uploading causing the high latency so we setup SNMP polling to check, I thought he'd setup a f8lure graph then but it seems not so I created one today however because of that it doesn't have much data to compare normal to peak.

[jb66]

Too much attenuation, you need to remove an attenuator on get a technician visit

[thepixel]

Looks like I'm going to have to call Virgin when I get in.

Needed to monitor the Router/Firewall incase I was going mad! I investigated the internal side and could not really find an issue.

I know we stream netflix on one TV (normal HD Content) but there's no way that should have a major impact on web browsing and other services. Considering it's a 60mbps connection, and it's not streaming all the time as well.

[thepixel]

Well I got of the phone with Virgin Media, They apparently state there is an area fault and have given my account credit. But nothing mentioned on the status page for my area. Apparently they also state its NOT due to over subscription. This should be fixed by the end of the month.
However I'm a little concerned I might be fobbed off. Can someone who works for VM confirm or do I need to head over to the official VM Forums?

Cable 9 or 7 apparently has a fault or so they say. (Could not understand/hear them correctly)

[General Maximus]

hey tell everyone that and give you hush money. You'll ring up next month and enquire as to what is going on because you have still got the problem and the person you speak to will not know what you are talking about and deny a fault ever existed.

Edit: I have just read the entire thread and I think you need to ring back and perhaps be a bit more firm. I know they are giving you the run around because if there was an area issue there would be a fault reference for it and there isn't. You need ring back and tech a tech round to move your tap point because your downstream power levels are too low.

[qasdfdsaq]

Originally Posted by thepixel

Well I got of the phone with Virgin Media, They apparently state there is an area fault and have given my account credit. But nothing mentioned on the status page for my area.

I wonder what would happen if everyone said "I don't believe you because it's not on the website" every time someone at VM said that.

[General Maximus]

they would have a good point. I have never seen a thread where there was a known fault which was scheduled to be fixed and didn't have a fault reference. Every single post I have seen has always been like the one above where the customer gets fobbed off, they wait a month or two and ring back only to be told that a fault never existed and the next relief worked isn't scheduled for 6 months.

[thepixel]

It's quite annoying as I have been with Virgin Since NTL Days and 128kb Broadband. Such Speed!

I will have to chase them up when I have more time which wont be until the weekend or next week. In the meantime I will continue to generate graphs and log everything.

It's just a shame I can't get this resolved soonish. I don't mean to be rude or anything BUT are there any UK Tech Support Call Centres, as I feel then it might be taken more seriously.

[General Maximus]

Originally Posted by thepixel

are there any UK Tech Support Call Centres

yes there are but they cost more than India so VM closed one of them and VM don't like stuff that tends to be effective either which is why they closed newsgroup support. Unfortunately there is no guaranteed way of getting a put through directly to UK support, you have to keep your fingers and toes cross that the call goes through to an available UK agent when you are in the UK and not India. Ben reckons the best time is between 8-9am our time just as they start work (and maybe as India go for lunch )

[dragon]

Is it worth tweeting at them?, I know most companies hate it when people moan on twitter because it gets seen by so many people ;-)

[Ignitionnet]

Originally Posted by General Maximus

they would have a good point. I have never seen a thread where there was a known fault which was scheduled to be fixed and didn't have a fault reference. Every single post I have seen has always been like the one above where the customer gets fobbed off, they wait a month or two and ring back only to be told that a fault never existed and the next relief worked isn't scheduled for 6 months.

Faults affecting a single cable/node don't get onto the status page.

---------- Post added at 00:43 ---------- Previous post was at 00:42 ----------

Originally Posted by General Maximus

Edit: I have just read the entire thread and I think you need to ring back and perhaps be a bit more firm. I know they are giving you the run around because if there was an area issue there would be a fault reference for it and there isn't. You need ring back and tech a tech round to move your tap point because your downstream power levels are too low.

Or there's an area fault causing poor power levels and bad downstream SNR.

---------- Post added at 00:44 ---------- Previous post was at 00:43 ----------

Originally Posted by General Maximus

Ben reckons the best time is between 8-9am our time just as they start work (and maybe as India go for lunch )

India don't get lunch....

[Sephiroth]

Igni's picked up on the bad downstream SNR. At least one channel was out of spec and that's all it takes.

As for "India don't get lunch" - India IS lunch!