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View Full Version : Ok.. What is going on here man!


LaineY
23-04-2008, 20:28
Oh Dear God... What is going on with Virgin man ..
this is very near 3 months this has been like this

iv already phoned twice and they say they are aware..


Tracing route to bbc.co.uk [212.58.224.131]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 11 ms 8 ms 10.127.96.1
3 8 ms 10 ms 9 ms 77-96-1-1.cable.ubr01.azte.blueyonder.co.uk [77.
96.1.1]
4 * * * Request timed out.
5 54 ms 44 ms 42 ms gfd-bb-b-so-200-0.inet.ntl.com [62.252.192.94]
6 * * * Request timed out.
7 279 ms 270 ms 287 ms 212.58.238.189
8 275 ms 265 ms 269 ms 212.58.238.133
9 272 ms 264 ms 257 ms rdirwww-vip.thdo.bbc.co.uk [212.58.224.131]

Trace complete.
Trace to BBC Website
================================================== ========

Day Of Defeat Game Server

Tracing route to 217.163.24.52 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 192.168.1.1
2 13 ms 9 ms 18 ms 10.127.96.1
3 12 ms 8 ms 10 ms 77-96-1-1.cable.ubr01.azte.blueyonder.co.uk [77.
96.1.1]
4 * * * Request timed out.
5 280 ms 265 ms 261 ms 212.187.136.125
6 290 ms 288 ms 276 ms ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
7 276 ms 282 ms 285 ms ge-10-0.ipcolo2.London1.Level3.net [4.68.116.10]

8 272 ms * 284 ms 217.163.24.52

Trace complete.
================================================== =======

No-servers.net


Tracing route to no-servers.net [82.136.56.2]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 21 ms 7 ms 10 ms 10.127.96.1
3 9 ms 9 ms 20 ms 77-96-1-34.cable.ubr01.azte.blueyonder.co.uk [77
.96.1.34]
4 * * * Request timed out.
5 277 ms 277 ms 273 ms man-bb-b-ge-000-0.inet.ntl.com [62.253.187.178]

6 21 ms 19 ms 31 ms lee-bb-a-so-200-0.inet.ntl.com [213.105.175.141]

7 277 ms 265 ms 269 ms pop-bb-b-so-100-0.inet.ntl.com [62.253.185.238]

8 * * * Request timed out.
9 442 ms 278 ms 265 ms 212.250.14.114
10 23 ms 21 ms 21 ms ge-2-3-465-br2.thn.as9153.net [82.136.0.21]
11 * * 21 ms po-2-0-700-cr2.sov.as9153.net [82.136.0.205]
12 21 ms 22 ms 21 ms core1.no-servers.net [82.136.56.2]

Trace complete.


Anyone ... saw this before...

I used to work for them and being totally honest.. id call this a Routing issue..

its doing my head in .. 400 ping to bbc / 700ping to WOW Servers / 280 ping in my Dod source Server...

Thanks for the help and info in advance.

Regards
Chris

ceedee
23-04-2008, 22:44
Check for broadband problems in your area on the Service Status webpage (http://status2.virginmedia.com).

Disconnect any home networking equipment you have (eg. a router) and only connect directly to the cable modem with a single computer.

Reboot your pc.

Close as many applications on your computer as possible, in particular any P2P, streaming or IM programs.

Start 2 simultaneous downloads from the VM demo games server (http://gamefiles.virginmedia.com/blueyondergames/demos/) plus 2 simultaneous downloads of Zen test files (http://fuller.zen.co.uk/test). That's four file downloads happening at once!
Now add up each of the four download speeds to get your accurate download rate.
If you believe that your connection has been Traffic Managed (http://allyours.virginmedia.com/html/internet/traffic.html) (also called STM, traffic throttling or shaping), check your *upload* speed -- if you're uploading faster than 128kbps (or 16kB/s) for M (2Mb) and L (4Mb) connections or 192kbps (or 24kB/s) for XL (20Mb) then the slow-down you are experiencing is almost certainly not due to being STM'd.
(It has become apparent that STM trials are being conducted in several areas (definitely including Preston) using different hours (definitely outside the 4pm-9pm specified hours during previous weekends) and potentially different trigger points. Because these are 'blind trials', neither Customer Support or Technical Support staff are aware of the areas or limits that have been set but can confirm or deny that you have triggered STM on your connection at that specific time.)

If the multiple-file download speed test shows that your connection is performing badly then you'll need to contact VM's Tech Support either by phone (on 0906 212 1111*), online report form (http://help2.virginmedia.com/help/getContent.jspx?page=h_services_bybb) or the Tech Support newsgroup. Many users have found the newsgroup to be the least stressful method. And it's free!

If you've not already setup access to newsgroups on your pc, you may find VM's step-by-step guide (http://www.virginmedia.com/customers/newsgroups/setting-up.php) to using newsgroups with Outlook Express useful (but beware: the graphics show the old blueyonder.co.uk news server). The server does not require you to log on -- in fact, you won't be able to connect to the server if you add your Account name and password!
The Tech Support group is 'virginmedia.support.broadband.cable' on news.virginmedia.com or text.news.virginmedia.com and is monitored between 8am and 10pm every day. You can usually expect a response within a few minutes but, if the staff are exceptionally busy, it might take as long as 4 hours.

When reporting a problem in the newsgroup, as well as the speed you obtained from the multiple-file downloads test, ideally the Tech Support staff would also like to see the results of the following tests:
Your netstat -a (see notes at Q05 (http://a.myby.co.uk/broadband-faq.html#q05))
A ping to www.bbc.co.uk (see Q06 (http://a.myby.co.uk/broadband-faq.html#q06))
Two trace routes to www.bbc.co.uk (see Q06 (http://a.myby.co.uk/broadband-faq.html#q06))
Your modem logs and signal levels (see Q07 (http://a.myby.co.uk/broadband-faq.html#q07))
And a good description of your exact issue
Make sure that you also mention your VM alias (that's the part of your VM email address before the @ symbol) so that TS can identify your account details on their system.
All the notes (and more!) have been ripped from Annie's excellent Broadband FAQ (http://a.myby.co.uk/broadband-faq.html): well worth further reading when you've some free time and bookmarking for future reference!

If you're frustrated and angry with the quality of your service, try not to take it out on the Tech Support staff who are only there to try to help!

(*Calls are charged at 25p per minute. There is a 10p connection fee from Virgin Media landlines. Charges from mobiles and other networks may vary. From June 1st, VM will be changing back to a free (from a VM phone) number.)

LaineY
24-04-2008, 08:18
LOL i am tech support Staff...

I worked for VM Tech Support Scotland for over 2 years

left my job 4 months ago

whydoIneedatech
24-04-2008, 08:23
LOL i am tech support Staff...

I worked for VM Tech Support Scotland for over 2 years

left my job 4 months ago

Well you would have done all the tests then, including asking yourself to remove the router and please reboot your modem.:help:

You must be a model customer!:LOL:

ceedee
24-04-2008, 10:47
You must be a model customer!:LOL:

:gpoint: :juggle:

refraction
24-04-2008, 13:51
this may be a far out suggestion but.

have you got phorm.com blocked?

LaineY
26-04-2008, 20:53
i asked for help not a slagging..

seems to be a regular thing on cable forum these days...

no i dont have phorm blocked...

whydoIneedatech
26-04-2008, 23:06
i asked for help not a slagging..

seems to be a regular thing on cable forum these days...

no i dont have phorm blocked...

I believe you know a lot and I was not slagging you off, you probably have already done what Ceedee posted and are still getting poor results, so you might have to bite the bullet and phone Tech Support.

So if you feel I have offended you, then sorry:wavey:

Bonglet
27-04-2008, 11:26
Must take them ages to route phorms kit in properly ready for switch on ;)

Privacy_Matters
27-04-2008, 13:46
Lainey

I am in EH14 area - and have similar issues, and served by the same UBR as yersel. And as with yourself, the problem has gone on for about 3 months. H

C:\Documents and Settings\Sam>tracert bebo.com

Tracing route to bebo.com [208.75.184.16]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.2.1
2 10 ms 19 ms 10 ms 10.127.104.1
3 8 ms 7 ms 9 ms 77-96-1-34.cable.ubr01.azte.blueyonder.co.uk
[77
.96.1.34]
4 * * * Request timed out.
5 37 ms 31 ms 34 ms gfd-bb-b-so-200-0.inet.ntl.com
[62.252.192.94]
6 * * * Request timed out.
7 171 ms 176 ms 170 ms 83.245.126.117
8 172 ms 170 ms 170 ms www.bebo.com [208.75.184.16]

Trace complete.

C:\Documents and Settings\Sam>tracert pokerstars.com

Tracing route to pokerstars.com [77.87.179.127]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.2.1
2 272 ms 7 ms 9 ms 10.127.104.1
3 10 ms 17 ms 9 ms 77-96-1-2.cable.ubr01.azte.blueyonder.co.uk
[77.
96.1.2]
4 22 ms 22 ms 19 ms lee-bb-b-ge-300-0.inet.ntl.com
[195.182.178.94]

5 21 ms 21 ms 22 ms man-bb-a-so-100-0.inet.ntl.com
[62.253.185.193]

6 23 ms 26 ms 22 ms 212.187.136.125
7 * 30 ms 35 ms ae-4-4.ebr1.London1.Level3.net
[4.69.133.102]
8 23 ms 22 ms 21 ms ae-14-51.car3.London1.Level3.net
[4.68.116.17]
9 25 ms 39 ms 21 ms RSL2.car3.London1.Level3.net
[212.187.160.170]
10 36 ms 35 ms 35 ms 77.87.177.238
11 35 ms 35 ms 35 ms 77.87.179.53
12 36 ms 35 ms 35 ms mx127.pokerstars.com [77.87.179.127]

Trace complete.

C:\Documents and Settings\Sam>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.251.203]
over a maximum of 30 hops:

1 7 ms 23 ms 9 ms 10.127.104.1
2 8 ms 9 ms 10 ms 77-96-1-34.cable.ubr01.azte.blueyonder.co.uk [77
.96.1.34]
3 * * * Request timed out.
4 33 ms 34 ms 32 ms gfd-bb-b-so-200-0.inet.ntl.com [62.252.192.94]
5 * * * Request timed out.
6 25 ms 23 ms 20 ms 212.58.238.189
7 25 ms 20 ms 20 ms 212.58.238.133
8 23 ms 23 ms 24 ms 212.58.239.58
9 23 ms 26 ms 24 ms www3.telhc.bbc.co.uk [212.58.251.203]

Trace complete.

Support have been saying this is normal - however neither myself nor my kids can establish a clear enough connection when I login into Pokerstars, or when they login to their online games.

My sister, parents and neice are served again by the same UBR and the same problem exist for them too.

Note: The tracerts are using different setups ie with 1/. WiFi Router connected (wireless) 2/. WiFi Router connected (wired) 3/. WiFi Router disconnected

Horace
27-04-2008, 20:12
7 * 30 ms 35 ms ae-4-4.ebr1.London1.Level3.netFor what it's worth I'm also seeing packet loss at that particular router. My connection is otherwise fine.

chamelion
27-04-2008, 20:39
this happens to me every time i get STM'ed. pings go up, packet loss goes up...

if it were just a simple drop in speed i wouldn't mind being stm'ed. but combine this with the other crap it drives me insane.

Privacy_Matters
27-04-2008, 20:59
I've heard that before - and had it suggested by support.

I have been STM'd ONCE - about 4 months ago.

the-cable-guy
28-04-2008, 01:42
Well you would have done all the tests then, including asking yourself to remove the router and please reboot your modem.:help:

You must be a model customer!:LOL:

pmpl

tweetiepooh
28-04-2008, 10:52
Don't forget though that ICMP (ping) is low priority traffic and can legitimately be dropped/delayed if the network is busy.

Also some devices will be configured not to reply to ping, especially if know to be busy or you don't want people mapping out your network in detail.