Painfully slow connection; can't get VM to help

minichaz · 14-01-2010, 19:13

Hello everyone. I'm new here and really hope someone can help.

I've been suffering from a painfully slow internet connection for several days. I can't put precise figures on the slowness because it's so extreme most of the (unreliable I know) speed testers crap out before they finish because of lost packets I think. I clicked on the link on here to the ntlword speedtester a few minutes ago and the page hasn't even loaded yet.

I do use wireless but I have removed all of this from the equation and connected directly into the cable modem ethernet port. The speed is the same. I watch images download line by line as if I was on a dial up link.

I've just been running winmtr and packet loss is zero on my internal network and then 40% between my primary router and Virgin Media. Could this be the source of the problem?

I've tried calling Virgin Media but can't get past an Indian call centre who insist there are no faults in my area. Despite my explaining that I have connected directly to the modem they keep going on about my router. I'm afraid I hung up in the end and feel rude for doing so. It was just so pointless.

The start of my postcode is EX4 if there are any VM engineers out there.

Many thanks.

Peter_ · 14-01-2010, 20:19

If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp

If using any other modem click here
http://192.168.100.1/

What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

Also remove your router and connect direct.

Can you also try running a traceroute to www.google.co.uk and also a ping test as well.

Steve007 · 14-01-2010, 20:24

I have the same issues, here is my info:

Downstream Lock : Locked Downstream Frequency : 402750000 Hz Downstream Modulation : QAM256 Downstream Interleave Depth : 32 Downstream Receive Power Level : 6.2 dBmV Downstream SNR : 25.2 dB

Upstream Channel ID : 5 Upstream Transmit Power Level : 49.75 dBmV Upstream Symbol Rate : 2560 Ksym/sec Upstream Frequency : 18384000 Hz Upstream Mini-Slot Size : 2

Peter_ · 14-01-2010, 20:26

Quote:

Originally Posted by Steve007

I have the same issues, here is my info:

Downstream SNR : 25.2 dB

Your SNR is to low and needs an engineer, and I presume from the colour of the font that you have a rather old Ambit modem that will require replacing.

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.

Steve007 · 14-01-2010, 20:29

Quote:

Originally Posted by Moldova

Your SNR is to low and needs an engineer, and I presume from the colour of the font that you have a rather old Ambit modem that will require replacing.

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.

Thanks very much for your help, will I get routed through to the Indian call centre?

Peter_ · 14-01-2010, 20:34

Quote:

Originally Posted by Steve007

Thanks very much for your help, will I get routed through to the Indian call centre?

We do have UK staff available here until midnight and also offshore, or leave it until after 0800 tomorrow morning.

Steve007 · 14-01-2010, 20:40

Isn't it a bit of a coincidence that many, many people are complaining of crap browsing speeds over the last few days though?

Peter_ · 14-01-2010, 20:52

Quote:

Originally Posted by Steve007

Isn't it a bit of a coincidence that many, many people are complaining of crap browsing speeds over the last few days though?

Considering the amount of customers that Virgin actually have a very low percentage actually use forums.

The are also 3 platforms and many uBR's around the country so the vast majority of faults on here are totally unrelated.

Ignitionnet · 14-01-2010, 22:57

Quote:

Originally Posted by Steve007

Isn't it a bit of a coincidence that many, many people are complaining of crap browsing speeds over the last few days though?

Your fault involves you and at very most 3 - 400 other customers. It could be you, could be 20-30 customers, could be all 3 - 400.

minichaz · 14-01-2010, 23:31

Hi Moldova. Thanks very much for your time. Might be worth noting that my first hop where all the packets seem to get lost is to 10.188.240.1. A few others with trouble seem to have mentioned that IP.

Here's everything... Almost.

From the system page

Name WebSTAR EPC2100R2
Modem Serial Number *********
Cable Modem MAC Address **:**:**:**:**:**
Hardware Version 2.1
Software Version v2.0.2r1256-070601
Receive Power Level 0.5 dBmV
Transmit Power Level 43.0 dBmV
Cable Modem Status Operational

From the signal page (downstream channel)

Downstream Status Operational
Channel ID 151
Downstream Frequency 323000000 Hz
Modulation 64QAM
Bit Rate 20480000 bits/sec
Power Level 0.4 dBmV
Signal to Noise Ratio 35.9 dB

From the signal page (upstream channel)

Upstream Status Operational
Channel ID 1
Upstream Frequency 45808000 Hz
Modulation 16QAM
Symbol Rate 768000 bits/sec
Power Level 43.0 dBmV

I really do appreciate your help so thanks ever so much.

Cheers,
Charlie

Peter_ · 15-01-2010, 01:04

Quote:

Originally Posted by minichaz

Hi Moldova. Thanks very much for your time. Might be worth noting that my first hop where all the packets seem to get lost is to 10.188.240.1. A few others with trouble seem to have mentioned that IP.

Here's everything... Almost.

From the system page

Name WebSTAR EPC2100R2
Modem Serial Number *********
Cable Modem MAC Address **:**:**:**:**:**
Hardware Version 2.1
Software Version v2.0.2r1256-070601
Receive Power Level 0.5 dBmV
Transmit Power Level 43.0 dBmV
Cable Modem Status Operational

From the signal page (downstream channel)

Downstream Status Operational
Channel ID 151
Downstream Frequency 323000000 Hz
Modulation 64QAM
Bit Rate 20480000 bits/sec
Power Level 0.4 dBmV
Signal to Noise Ratio 35.9 dB

From the signal page (upstream channel)

Upstream Status Operational
Channel ID 1
Upstream Frequency 45808000 Hz
Modulation 16QAM
Symbol Rate 768000 bits/sec
Power Level 43.0 dBmV

I really do appreciate your help so thanks ever so much.

Cheers,
Charlie

Your power levels are fine so a call to Tech Support is in order or you can post on the Newsgroups.

How to use Newsgroups click http://www.virginmedia.com/help/cabl...ss.php#posting

the one you need is virginmedia.support.broadband.cable

http://www.virginmedia.com/myvirginmedia/newsgroups/

Boody · 15-01-2010, 01:04

Quote:

Originally Posted by Moldova

Your SNR is to low and needs an engineer, and I presume from the colour of the font that you have a rather old Ambit modem that will require replacing.

Sorry to hijack this but could someone clarify the Ambit modem situation?

I'm having similar problems to the original poster but my values seem to be within acceptable ranges and I don't seem to experience problems until the local core (BT postcode). I'll contact tech support tomorrow but should I be asking to get my Ambit 200 modem replaced for some reason? It's about 4 years old, NTL branded, XL 20mb and works okay perhaps needing a reboot once a week after heavy usage or failure overnight.

I've tried searching but all I could find was some notes about replacement of the 100/120 models back in 2007.

Peter_ · 15-01-2010, 01:06

Quote:

Originally Posted by Boody

Sorry to hijack this but could someone clarify the Ambit modem situation?

I'm having similar problems to the original poster but my values seem to be within acceptable ranges and I don't seem to experience problems until the local core (BT postcode). I'll contact tech support tomorrow but should I be asking to get my Ambit 200 modem replaced for some reason? It's about 4 years old, NTL branded, XL 20mb and works okay perhaps needing a reboot once a week after heavy usage or failure overnight.

I've tried searching but all I could find was some notes about replacement of the 100/120 models back in 2007.

I would ring up and ask for a new modem if on 20Mb with that model as we were swapping them last year.

Boody · 15-01-2010, 01:18

Quote:

Originally Posted by Moldova

I would ring up and ask for a new modem if on 20Mb with that model as we were swapping them last year.

Thanks, will do that tomorrow. Access problem seems to have improved, around 8 o'clock I couldn't even get a page here (and other sites to load) but things been better last 20-30 minutes.

minichaz · 15-01-2010, 08:42

Okay, thanks. Is there any way through to tech support other than 151? As I said if I go this route I don't seem to be able to get out of India. I'll try the newsgroups.

Things are actually _much_ better this morning. Speed is usable and packet loss on that hop is only about 2%. Perhaps this is a congestion related issue? I'll monitor it during the day.

Thanks again,
Charlie