Constant Disconnection Issues

[Peter_]

Originally Posted by moaningmags

Lol, I'm working till 10 no need to give me more work

I guessed as much with the gaps between posts.

PM your extension and I will see what I can rustle up for you[img]Download Failed (1)[/img]

[txtman21]

Hi Guys,

Right, I've tried a straight connection into my PC. As expected, the same problem occured once again.

I am 100% certain the problem lies at Virgin's side, as I have recently been re-routed through a new CMTS, and ever since, it's been problems!!!

Can someone please suggest any further course of action.

Please review a traceroute below, detailing my route to www.cableforum.co.uk as a test.

Tracing route to www.cableforum.co.uk [87.106.245.143]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms keiths-gateway.inws.local [172.16.1.254]
2 7 ms 8 ms 7 ms yead-cmts-02-lback-20.network.virginmedia.net [8
6.28.232.1]
3 9 ms 8 ms 7 ms leed-t3core-1a-ge-300-1516.network.virginmedia.n
et [80.0.241.93]
4 10 ms 7 ms 7 ms lee-bb-a-so-230-0.network.virginmedia.net [213.1
05.175.65]
5 12 ms 27 ms 15 ms bre-bb-b-as2-0.network.virginmedia.net [213.105.
175.26]
6 14 ms 15 ms 15 ms telc-ic-1-as0-0.network.virginmedia.net [62.253.
185.74]
7 17 ms 15 ms 16 ms ldn-b2-link.telia.net [213.248.100.97]
8 14 ms 16 ms 15 ms ldn-bb2-link.telia.net [80.91.250.229]
9 13 ms 16 ms 15 ms ldn-b4-link.telia.net [80.91.254.22]
10 15 ms 15 ms 15 ms schlund-122981-ldn-b4.c.telia.net [213.248.75.14
]
11 16 ms 15 ms 16 ms ge-2-1.bb-c.the.lon.gb.oneandone.net [212.227.12
0.25]
12 30 ms 31 ms 31 ms te-1-3.bb-c.bap.rhr.de.oneandone.net [212.227.12
0.49]
13 31 ms 32 ms 31 ms ae-2.bb-d.bs.kae.de.oneandone.net [212.227.121.1
96]
14 32 ms 32 ms 31 ms ae-7.gw-distp-a.fs.kae.de.oneandone.net [212.227
.121.225]
15 30 ms 31 ms 31 ms ae-1.gw-prtr-r1-1a.fs.kae.de.oneandone.net [195.
20.247.199]
16 33 ms 31 ms 32 ms server1.cableforum.co.uk [87.106.245.143]
Trace complete.

I have since put my Firewall back in place, as I've determined this isn't the cause of the random disconnections.

Please find below, the traceroute from my NTL Business connection, which is following the same routing structure as my Residential (problematic) connection *used* to follow.

Tracing route to www.cableforum.co.uk [87.106.245.143]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 172.16.1.253
2 2 ms 6 ms 6 ms 10.120.28.1
3 12 ms 34 ms 35 ms seac-cam-1a-ge914.network.virginmedia.net [80.0.
54.73]
4 3 ms 6 ms 6 ms leed-t3core-1a-ae2-0.network.virginmedia.net [19
5.182.175.165]
5 6 ms 6 ms 10 ms lee-bb-a-so-230-0.network.virginmedia.net [213.1
05.175.65]
6 14 ms 10 ms 10 ms bre-bb-b-as2-0.network.virginmedia.net [213.105.
175.26]
7 18 ms 12 ms 9 ms telc-ic-1-as0-0.network.virginmedia.net [62.253.
185.74]
8 15 ms 14 ms 12 ms ldn-b2-link.telia.net [213.248.100.97]
9 14 ms 8 ms 15 ms ldn-bb1-link.telia.net [80.91.252.9]
10 11 ms 13 ms 13 ms ldn-b4-link.telia.net [80.91.250.233]
11 16 ms 13 ms 12 ms schlund-122981-ldn-b4.c.telia.net [213.248.75.14
]
12 16 ms 12 ms 14 ms ge-2-1.bb-c.the.lon.gb.oneandone.net [212.227.12
0.25]
13 29 ms 24 ms 28 ms te-1-3.bb-c.bap.rhr.de.oneandone.net [212.227.12
0.49]
14 34 ms 27 ms 31 ms ae-2.bb-d.bs.kae.de.oneandone.net [212.227.121.1
96]
15 27 ms 29 ms 28 ms ae-7.gw-distp-a.fs.kae.de.oneandone.net [212.227
.121.225]
16 29 ms 29 ms 27 ms ae-1.gw-prtr-r1-1a.fs.kae.de.oneandone.net [195.
20.247.199]
17 28 ms 28 ms 34 ms server1.cableforum.co.uk [87.106.245.143]
Trace complete.

The business connection, is also plugged directly into a firewall.

I'm certain there is a problem on Virgin's side, is there anyway I can get them to check the CMTS I've been put on, or any of the routers on my path? I'm not sure how I could easily relate this to someone over the phone.

Best Regards,

Keith.

[Peter_]

JUst call tomorrow after 0800 and tell them the issue and also be connected direct to the modem for diagnostic purposes.

[txtman21]

Hi all,

Just to keep you updated on my progress.

I rang VM yesterday - and after being told they don't hold any kind of historic data on connection drops, I'd have to ring back the next time it happened.

I thought, this wasn't good enough, as I had already had troubles for over a week - and no-one would admit to the problem. "What Anti-Virus are you using?"

So I told the 2nd person I rang back (a nice lady in India) quite straight but politely, "It has nothing to do with my firewall(s), Anti-Virus programs, Operating Systems, or routers", I want to speak to someone more senior. She kept denying that there was an issue, but then eventually after much pushing, and refusing to get off the phone. She eventually found that, "Oh yes, your cable modem isn't communicating with the server properly." I'm guessing she means the new UBR that I told her I've been put through and which is when the problems started. So they "sent some signals" to my modem, which haven't done anything to help, but there is an engineer coming out tomorrow to take a look. So hopefully, this will solve problems.

It seems a lot of people are experiencing this intermittent connection drop problem.

Thanks again for your help, I welcome any comments on this post.

Keith.

[Peter_]

Let us know what the engineer finds

[txtman21]

Hi all,

Right, I've had an engineer out this morning.

In a nutshell all I have to say is Virgin Media, are absolutely, completely, without a doubt, USELESS.

They admit there is a problem with the UBR I'm on, but because it's a Motorola UBR, they don't have the correct tools to monitor the connection properly, and keep logs. I ask you this, What kind of an ISP doesn't keep logs on traffic???

So apparently, I have to keep ringing back whenever the problem occurs, but because it's so intermittent, by the time I actually get through to a 2nd line support person, provided I've managed to convince the 1st Line Support person that I actually need to speak to one, the connection will be back up, and I'll get the usual rubbish of "Please ring back when it happens again".

They've EVEN admitted that by putting me back on my old UBR (the one the business connection is on) would cure my problem, but because I'm a 20meg Customer, they won't do that.

What Kind of Customer Service is this? It's absolutely useless!! If I wasn't tied into a contract, I'd be on BT quicker than you could say BOO, because I'm absolutely, at my witts end of having to deal with these so called "Network Engineers" who can't even diagnose a problem on a piece of network equipment.

I sincerely hope they get their butt's in gear, because this is really REALLY PATHETIC, I expect better from an ISP of this size.

Well, at least one things improved, they actually ADMIT to having a problem, instead of blaming it on my damn Anti-Virus!!

On the brightside, the Engineer that came to my house this morning, was very understanding, very helpful, and very sympathetic to my situation. If only the 2nd Line Support people could be the same.

Rant OVER.

[txtman21]

What does anyone suggest I do next? Lodge a formal complaint?

[markcampbell]

Yeah mate thats what im in the middle of doing. They admit theres no fault with my modem or even router (got a nice guy in scotland wales england somewhere lol) and he seemed to be very very helpful and not reading from some stupid script. Also explained to me he was using the exact same router as me recently updated like mine (firmware) and he was not having issues. He more or less said theres a problem at their end but suddenly the line died? LOL (line completly died for some reason and came straight back on). Well to be honest i couldnt be bothered calling back waiting on hold to most likely NOT get a helpful person.

So far ive gotten over £100 refund off them and i am aiming for more. Solicitor even says and i quote "service isnt fit for purpose"

Yes thats right babies OVER £100 so far. Was going to demand an engineer out but i just started redecorating the room the modem is in and i wont get it tidy im sure but hes here. Hey i have some dignity dont want him tripping over paint buckets and stuff lol. Would they need to go into that room or can they do it from the outside box? What way did he check yours? Btw i got a new free modem too as they and i quote 'thought it was a problem there' which took them over a week to bloody order and send me when it was supposed to be sent next day

So long story short i suggest going the formal complaint hammer them for as much as you can get then do what im gonna do look at other ISPs where they dont screw you around.

PS: this aint anything personal to VM staff that uses this forum but you gotta admit VM is getting a hell of a low rating for their customer services these days