20mb old silver modem / slowdown

[bryanchapman99]

Hi,

I've been experiencing a gradual slowdown / unreliability over the last few months.

For a while now, I've been happy with the service knowing that at least twice a week I would need to power cycle the modem, when it works though the speed is fine.

For the last month, the power cycling of the router has become more frequent, again working fine in between times.

Over the days or so the speed has gone from 13-20mb to less than 4mb.

Clearly this is a fault and needs me to call it out. However, reading here I'm not sure I have got everything from Virgin that I should have.

For a start the modem in question that the coax plugs into is well over 5years old - should this have not been upgraded when I went to 20mb?

I also read here that some people seem to have a wireless router from VM?

Another thing I have found is the inability to be able to traceroute from my connection. For example I can ping google.com, but a traceroute resolves ok, gives the first hop and then nothing..

traceroute to google.com (209.85.171.100), 30 hops max, 40 byte packets
1 192.168.1.1 (192.168.1.1) 0.751 ms 1.150 ms 1.391 ms
2 * * *
3 * * *
4 * * *
5 * * *
30 * * *

If I traceroute from the outside in, its fine..

traceroute to MYDNS (MYIP), 30 hops max, 40 byte packets
1 213.122.177.130 (213.122.177.130) 0.635 ms 0.586 ms 0.492 ms
2 internet-remote-pri (195.171.253.85) 36.416 ms 33.31 ms 25.956 ms
3 core3-pos0-0-0-2.ealing.ukcore.bt.net (194.72.9.241) 44.821 ms 88.831 ms 37.97 ms
4 core1-pos10-0-0.redbus.ukcore.bt.net (194.74.65.254) 44.927 ms 37.622 ms 40.043 ms
5 194.74.65.22 (194.74.65.22) 61.857 ms 59.765 ms 57.379 ms
6 gfd-bb-b-as0-0.network.virginmedia.net (62.253.185.77) 61.781 ms 83.16 ms 86.013 ms
7 * win-bb-a-so-010-0.network.virginmedia.net (213.105.172.129) 61.495 ms 68.349 ms
8 winn-t3core-1a-so-000-0.network.virginmedia.net (62.253.184.114) 65.358 ms 69.405 ms 78.943 ms
9 rdng-cam-1a-ge-wan34.network.virginmedia.net (195.182.181.170) 85.415 ms rdng-cam-1a-ge-wan32.network.virginmedia.net (195.182.176.150) 84.399 ms rdng-cam-1a-ge-wan31.net
work.virginmedia.net (195.182.176.146) 72.543 ms
10 rdng-cmts-11-ge01.network.virginmedia.net (62.253.122.62) 43.059 ms 13.456 ms 8.011 ms
11 *

Is this part of my slow down / unreliability?

Many thanks
Bryan

[Peter_]

Ring Tech Support on 151 from a Virgin phone or 0845 454 1111 from any other phone and ask about getting your modem replaced.

[bryanchapman99]

Originally Posted by Moldova

Ring Tech Support on 151 from a Virgin phone or 0845 454 1111 from any other phone and ask about getting your modem replaced.

Cool, what are the opening times of the tech support? or the 'best' times to call?

[Peter_]

Originally Posted by bryanchapman99

Cool, what are the opening times of the tech support? or the 'best' times to call?

Now is a good time

[bryanchapman99]

I never fail to be amazed with VM when calling a fault out.

Just been told that there is a fault in the Reading area and has been since the 20th March - no ETA for a fix, just that its a cabling fault.

My question about compensation fell on deaf ears - I was just told again that it was a fault.


Anyone else know about this?

Regards
Bryan

[bryanchapman99]

Originally Posted by bryanchapman99

I never fail to be amazed with VM when calling a fault out.

Just been told that there is a fault in the Reading area and has been since the 20th March - no ETA for a fix, just that its a cabling fault.

Called up again yesterday to enquire about this "fault" Its fixed now! Anyways, getting a new Modem sent out today!

Anyone know what model modem it will be? I forgot to ask

Cheers
Bryan

[Peter_]

Originally Posted by bryanchapman99

Called up again yesterday to enquire about this "fault" Its fixed now! Anyways, getting a new Modem sent out today!

Anyone know what model modem it will be? I forgot to ask

Cheers
Bryan

Ambit 256 everyone gets them.