120M : Best way to escalate a utilisation fault?

[ianch99]

Originally Posted by Saint man

Hello ianch99,
cpc4-sotn12-2-0 for me, perhaps a different problem, I have been quoted a Virgin fault reference of F002478187.
Will leave it a few months and check again with Virgin to how my fault ticket is going.

Looks like you are on a different CMTS so, yes, a different fault .. The only way to pursue this is to email the CEO office. They have the ability to talk to the Network manager in Southampton and to get a realistic picture of the work need to remedy the fault. They can also give you a long term discount on your bill.

I would double check your modem power levels to rule out any local issues that could compound the problem although this is unlikely if you get ok speeds during the day

[Saint man]

Hi Ian,
thanks for reply, yeh my power levels are all fine, my speeds steadily drop early evening from about 6pm.

This morning 8am 52Mbps
5pm 48Mbps
8pm 35 Mbps
9pm 6.6 Mbps

No doubt when this overutilisation is sorted another load of homes and flats will be built and we'll be back to square one, or Virgin will be upping everyones speeds again with no regard to the infrastructure required

[cook1984]

I'm getting utilization problems as well but there is simply no way to get it addressed and no timescale for a fix. Actually they said my area was just below the threshold, but YouTube, Netflix and general browsing are all terrible. Like the OP I'm screwed.

[Eeeps]

Originally Posted by cook1984

I'm getting utilization problems as well but there is simply no way to get it addressed and no timescale for a fix. Actually they said my area was just below the threshold, but YouTube, Netflix and general browsing are all terrible. Like the OP I'm screwed.

Do you have a Thinkbroadband Quality Monitor set up? It would be nice to see what 'just acceptable' looks like.

Anyone else in that boat of being just on the limit? Would be nice to compare your plots too.

[cook1984]

No, is there a way I can get one?

[qasdfdsaq]

www.thinkbroadband.com/ping

[cook1984]

Ah, forgot that I already had one:

I just re-enabled pings on my router, so over the next few days it should fill out.

[ianch99]

Originally Posted by Eeeps

Do you have a Thinkbroadband Quality Monitor set up? It would be nice to see what 'just acceptable' looks like.

Anyone else in that boat of being just on the limit? Would be nice to compare your plots too.

My live graph:



Ignore the hourly spike .. this is my speedtest.net script kicking in

I am on sotn8 (CMTS) .. seems that sotn9 is in much worse shape. There is a number of threads referencing sotn9 and most are not pretty reading

---------- Post added at 19:36 ---------- Previous post was at 19:34 ----------

Originally Posted by cook1984

I just re-enabled pings on my router, so over the next few days it should fill out.

I would check your router as the graph should have some activity by now. The graph is still all red for me ..

[Qtx]

Originally Posted by ianch99

. She said that my original fault (opened in Jul 2012) was in fact still open and she would phone the headend manager in Southampton to find out what is actually going on. Today, she responded with this update from the Network manager responsible for the work:

They give an estimate of June for completion of all the works relating to this fault.

2 Years to fix a fault (well still not fixed) is still terrible, even by VM standards.

[cook1984]

My IP address changed, so here is a new graph:

[ianch99]

Originally Posted by cook1984

My IP address changed, so here is a new graph:

What CMTS are you on (its part of the host name displayed in the result when clicking here: http://www.cableforum.co.uk/board/mi...?do=connection)?

[cook1984]

cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

[ianch99]

Originally Posted by cook1984

cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net

You are routing into a different head end than us in Southampton, your CMTS (cosh12) lives in Cosham.

Also seems to route via Birmingham when I traceroute your wan ip address:

Target Name: cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net
         IP: 86.1.190.4
  Date/Time: 16/04/2014 19:34:51

 1    0 ms    0 ms    0 ms    0 ms    0 ms    0 ms  ianch-router [192.168.0.1]
 2   24 ms    9 ms   20 ms   14 ms   12 ms   13 ms  cpc66073-sotn8-2-0-gw.15-1.cable.virginm.net [86.4.187.1]
 3    6 ms    9 ms   10 ms   10 ms   18 ms    7 ms  sotn-core-2a-ae6-608.network.virginmedia.net [80.4.225.85]
 4   19 ms   13 ms   10 ms   11 ms   28 ms    9 ms  sotn-core-2b-ae1-0.network.virginmedia.net [80.4.225.122]
 5   15 ms   18 ms   14 ms   15 ms   18 ms   23 ms  brhm-bb-1b-ae13-0.network.virginmedia.net [62.253.175.34]
 6   22 ms   22 ms   36 ms   22 ms   26 ms   21 ms  cosh-core-2a-ae0-0.network.virginmedia.net [80.3.160.245]
 7   24 ms   23 ms   23 ms   23 ms   22 ms   20 ms  cosh-cmts-12-ge131.network.virginmedia.net [80.3.161.70]
 8    4 ms   30 ms   40 ms   29 ms   31 ms   37 ms  cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net [86.1.190.4]

Ping statistics for cpc33-cosh12-2-0-cust515.6-1.cable.virginm.net
Packets: Sent = 6, Received = 6, Lost = 0 (0.0%)
Round Trip Times: Minimum = 4ms, Maximum = 40ms, Average = 28ms

which means any problems in Southampton should not affect you (I think!)

[cook1984]

I know, I was just adding that Southampton isn't unique. Virgin has problems all over, and it is extremely difficult to get them to do anything about it even when your connection is awful.

[cook1984]

Fault for over-utilization opened, let's see if they can fix it any faster than poor Southampton: F003034782