VM 20mb problems (to put it in simple terms)

[amagawd]

Cable Forum Readers,

I've been on ntl/virgin media for approximately 8 years. I've always had the best home internet package available. I primarily use my internet for FPS gaming (which requires a pristine internet connection) and though my internet has never been too great. The past 8 weeks in particular have been terrible and i'm unable to play games (something that i'm VERY heavily involved in).

At first I found I was only having the problems from 6pm-11pm where my ping to UK game servers would fluctuate between 40-120ms then after 11pm would go back to the usual 15-30 until the next afternoon/evening. Now i'm having problems with my connection from 12:00pm - 11pm and i've had enough!




I live in the SK5(Stockport/Manchester) area and i'm on the XL (20mb package). I use a D-Link router (though my internet runs EXACTLY the same direct from the modem) and my connection is wired via ethernet. My ethernet card is broken so i'm using the SMC EZ ethernet/USB convertor. I have the latest virgin media 250/256 modem (the small black one that looks IDENTICAL to the navy blue one except with 1 less light)

I've had the 20mb package now since release. At first I downloaded at 1.8mb/s .. now I barely get over 800kb/s (regardless of time or quality of download server)


Below is a tracert of the BBC website that I ran at approximately 13:00 today:

Tracing route to www.bbc.net.uk (http://www.bbc.net.uk) [212.58.251.195]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 26 ms 20 ms 138 ms 10.26.244.1
3 23 ms 16 ms 14 ms oldh-t2cam1-a-v145.network.virginmedia.net [213.104.83.69]
4 86 ms 18 ms 14 ms manc-t3core-1a-ae2-0.network.virginmedia.net [195.182.180.37]
5 217 ms 9 ms 172 ms man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]
6 44 ms 38 ms 44 ms gfd-bb-b-so-200-0.network.virginmedia.net [62.252.192.94]
7 63 ms 43 ms 32 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
8 48 ms 288 ms 39 ms 212.58.239.249
9 178 ms 50 ms 33 ms 212.58.238.149
10 312 ms 38 ms 97 ms 212.58.239.62
11 36 ms 39 ms 19 ms www-vip.telhc.bbc.co.uk [212.58.251.195]

Trace complete.

-- another traceroute to BBC at 15:00 below --

Tracing route to www.bbc.net.uk (http://www.bbc.net.uk) [212.58.251.195]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 31 ms 79 ms 11 ms 10.26.244.1
3 51 ms 66 ms 73 ms oldh-t2cam1-a-v145.network.virginmedia.net [213.104.83.69]
4 72 ms 54 ms 67 ms manc-t3core-1a-ae2-0.network.virginmedia.net [15.182.180.37]
5 15 ms 38 ms 70 ms man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]
6 24 ms 82 ms 84 ms gfd-bb-b-so-200-0.network.virginmedia.net [62.22.192.94]
7 37 ms 62 ms 92 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
8 21 ms 180 ms 204 ms 212.58.239.249
9 52 ms 83 ms 35 ms 212.58.238.149
10 35 ms 27 ms 15 ms 212.58.239.62
11 18 ms 79 ms 20 ms www-vip.telhc.bbc.co.uk [212.58.251.195]

Trace complete.


--- below is my modem configuration (got a new modem last week) ---

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant

Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 4.4 dBmV
Downstream SNR : 34.6 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.0 dBmV
Upstream Mini-Slot Size : 2


Speedtest
https://www.cableforum.co.uk/images/local/2008/10/5.png (http://www.speedtest.net)

Standard net graph plot of ping to a UK game server over 5 minutes(note the volatility)
Just to note i've pinged HUNDREDS of different servers/websites and it's the same on them all it's not just poor routing to one particular server.
https://www.cableforum.co.uk/images/local/2008/10/22.jpg


Pingplotter results (I had to laugh otherwise i'd have burst out in tears... this is 21st century broadband eh)

[Mod Edit - See Below]




I hope i've provided enough information for one of you kind souls to help me out :)

Tom



[Mod Edit (Rob M): Images removed and added again as attachments, the width was causing some display problems for some users.]

[Martyn]

OT: what games you play?

[amagawd]

Martyn aka Jeppo?

Counter-Strike 1.6

[kpanchev]

OT: what games you play?

How is this relevant to the question? If you can't help, don't post!

As for the problem, it seems as an over-subscription problem, especially as it has gotten worse with time. The other reason that I can think of are not optimal settings of the pc that you're using.

[Martyn]

How is this relevant to the question? If you can't help, don't post!be quiet now please.. thanks.

Martyn aka Jeppo?

Counter-Strike 1.6
nope? o.0 and i get issues with counter strike source..

[Joxer]

First find your default gateway - this will be on your router config somewhere or if you connect direct to your modem will be found by typing ipconfig into a command prompt. It is probably best to be connected direct to the modem. Then try ping -n 100 (whatever the default gateway ip is) if that is high/erratic, as I would expect then there is an issue.

[Turkey Machine]

It may just be me but the downstream SNR level on your modem seems a little low. I get it fluctuating between 39 and 41.

[D.Casey]

I notice on your tracert your ms response on the:

5 217 ms 9 ms 172 ms man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]

is very high, I live In lincolnshire & on my tracert's that the hop(213.105.175.1) when my problems start too. (I get the same problem as you).

Its maybe nothing to do with your problem but I thought id mention it.

[whydoIneedatech]

It may just be me but the downstream SNR level on your modem seems a little low. I get it fluctuating between 39 and 41.
His SNR is fine for NTL as the lower limit is 26db.

[Turkey Machine]

So is 40 the upper limit then? It's just the ntl:250 modem currently connected is a little toasty! :D Am hoping for better when the 256 modem is connected tomorrow morning. :)

[whydoIneedatech]

So is 40 the upper limit then? It's just the ntl:250 modem currently connected is a little toasty! :D Am hoping for better when the 256 modem is connected tomorrow morning. :)
Usually 50db

Have you received your 256 yet

[Turkey Machine]

I have, it's just connecting it at a time that suits the rest of the flat. Had a few important things to sort out, and the general concensus among us was to wait until after the weekend. The 250 still works, and we still get internet through it, but I think it's gonna be tomorrow the 256 goes online, with hopefully a better internet connection, though I'm not holding out based upon others. :) I still haven't found the cable box on the street yet! What do they generally look like?!

BTW, whilst we're here, what's the quickstart activation telephone number? (Not the Virgin 15x one, as the phoneline doesn't work.) And am I allowed to ask to be transferred to a UK call centre?

[amagawd]

First find your default gateway - this will be on your router config somewhere or if you connect direct to your modem will be found by typing ipconfig into a command prompt. It is probably best to be connected direct to the modem. Then try ping -n 100 (whatever the default gateway ip is) if that is high/erratic, as I would expect then there is an issue.

Ping statistics for 192.168.0.1:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 2ms, Average = 0ms


It seems like a virgin media problem. Oh, forgot to mention on the original post but i'm not on traffic management either the techies checked for me.

[whydoIneedatech]

I have, it's just connecting it at a time that suits the rest of the flat. Had a few important things to sort out, and the general concensus among us was to wait until after the weekend. The 250 still works, and we still get internet through it, but I think it's gonna be tomorrow the 256 goes online, with hopefully a better internet connection, though I'm not holding out based upon others. :) I still haven't found the cable box on the street yet! What do they generally look like?!

BTW, whilst we're here, what's the quickstart activation telephone number? (Not the Virgin 15x one, as the phoneline doesn't work.) And am I allowed to ask to be transferred to a UK call centre?
Quickstart number is 0800 953 9500 and make a note of the HFC MAC address on the base before you call.

Cabs are usually green and very similar to BT Cabs, but you could be in an area were they used underground Cabs and you will have large square concrete manhole covers on the end of your road, depends on who owned the original franchise.

[Ignitionnet]

I notice on your tracert your ms response on the:

5 217 ms 9 ms 172 ms man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]

is very high, I live In lincolnshire & on my tracert's that the hop(213.105.175.1) when my problems start too. (I get the same problem as you).

Its maybe nothing to do with your problem but I thought id mention it.

Hello.

Nah it's not an issue, if you notice the ping goes back down on the hop after, the -bb- nodes are Juniper T640 or MX series routers, and Junipers don't tend to be too responsive to being pinged themselves but it doesn't affect their performance.

If pings stay consistently high after a hop it suggests issues, in this case it looks like man-bb-a is innocent as the variance is on the CMTS onwards suggesting local issues, probably oversubscription due to the times it's most prevalent.

---------- Post added at 19:40 ---------- Previous post was at 19:39 ----------

First find your default gateway - this will be on your router config somewhere or if you connect direct to your modem will be found by typing ipconfig into a command prompt. It is probably best to be connected direct to the modem. Then try ping -n 100 (whatever the default gateway ip is) if that is high/erratic, as I would expect then there is an issue.

The private hop on the traceroute is also fine, so that would be: 10.26.244.1

That and the publically addressed default gateway are actually both the same device, the CMTS.

[BarFly]

Snip


I live in the SK5(Stockport/Manchester) area and i'm on the XL (20mb package). I use a D-Link router (though my internet runs EXACTLY the same direct from the modem) and my connection is wired via ethernet. My ethernet card is broken so i'm using the SMC EZ ethernet/USB convertor. I have the latest virgin media 250/256 modem (the small black one that looks IDENTICAL to the navy blue one except with 1 less light)

I've had the 20mb package now since release. At first I downloaded at 1.8mb/s .. now I barely get over 800kb/s (regardless of time or quality of download server)

Snip


Your using a USB connection, you wont get over 5/6mb downstream

Has you ping problems started since you switched to USB ?

Id definitely switch back to enet ASAP to ensure its not the USB adapter causing problems, as they arent the greatest adapters..

[grabbi]

1.8mb/s?! Those speeds are a dream! Ive only ever reached 1.2mb/s.

[amagawd]

I don't see how the ping would be affected at certain times rather than others due to a USB adapter..

I'm pinging 15 to UK Gaming Servers after 11:30pm - I'll take another screenshot tonight of a net graph in comparison to 15:00.

Is this something that can be fixed by virgin media, or should I just give up and get myself to BT?

[BarFly]

I don't see how the ping would be affected at certain times rather than others due to a USB adapter..

I'm pinging 15 to UK Gaming Servers after 11:30pm - I'll take another screenshot tonight of a net graph in comparison to 15:00.

Is this something that can be fixed by virgin media, or should I just give up and get myself to BT?

It shouldnt, but you were also complaining about speed on the OP, there not much point in having the 20mb if your using USB.

[whydoIneedatech]

It shouldnt, but you were also complaining about speed on the OP, there not much point in having the 20mb if your using USB.
He is not using a USB cable, he is using a USB WIFI adaptor they are very different.

[Turkey Machine]

USB to Ethernet converters will lose your maximum connectivity, especially if they're not USB 2. USB 1 has a maximum throughput of 12 Mbit, realistically 10Mbit. Always use a NIC (network card) port and not a USB port.

[whydoIneedatech]

I know we do not recommend anyone to use USB cables and we do not support them or even have the drivers disk to send out, but supposedly they can get 20MB through our Netgear router and USB dongle.

We say a max of about 6/7MB through a USB cable and they are supposed to do 12MB.

[BarFly]

He is not using a USB cable, he is using a USB WIFI adaptor they are very different.

The SMC usb adapter, is the adapter that ex-ntl used to supply for STB customers & then all customers with no NIC...

In the Op he says he is using a wired connection.....;)

[whydoIneedatech]

The SMC usb adapter, is the adapter that ex-ntl used to supply for STB customers & then all customers with no NIC...

In the Op he says he is using a wired connection.....;)
Oh my that piece of carpet that NTL used to issue and is of course no longer supported, really does need to get rid of that and install a NIC.

Carpet hides a 4 letter anagram that describes that nasty device.:D:p:

[amagawd]

I know this sounds like a longshot.. but if I downgrade my internet to the lowest package will I be put onto a less stressful server (or something)?

Or is it possible for VM to put me onto a less stressful server if my current one is oversubscribed?

- also re: the USB adapter, i'm doing all the same tests on the laptop which I connect via ethernet and same results.

[AmAtoL]

I live in SK2 and had to switch out to UK Online for my gaming, although the pings are much more consistent I still get the feeling that it could be better, gamers will know what I mean when I say you press fire and nothing happens, it takes 24 bullets to take somebody down when 3 should do.
You know what, I've not had good internet for gaming for a long time now :/

[Noggo]

Amagawd,

Are your download speeds also erratic, when you are getting bad pings? (11pm to 3pm fine, 3pm to 11pm all over the shop and school holidays forget it any time of the day apart from 11pm till 9am morning). If so, it's exactly like the problem I had when on an oversubscribed UBR. Have Virgin Media mentioned anything to you about any up and coming capacity upgrades to your UBR. If not, ask on newsgroup support to see if there's any up and coming maintenance work planned. If you find out the dates are not to your liking switch to an ADSL BB supplier.

Here's my short list which I came up with, when having problems.
(First of all check out http://www.samknows.com/broadband/checker2.php and see what’s available in your area)

bethere.co.uk are meant to be good and stable for unlimited usage - also check out http://www.beforum.co.uk/. I know O2 is the same company but for some reason they don't have fastpath option available.

www.ukonline.net/ (ask AmAtol for performance on that one (ukonline customer))

and if you could live with a limited download usage, have a look at:
http://www.aquiss.net/broadband-gaming.php
http://www.ukfsn.org/

Laters,

oh almost forgot. No, switching to a lower speed BB package from Virgin will not get rid of the problem. Online games only use very little bandwidth 15 KB/s 'ish and judging by the info you're posted so far, it sounds like what I was getting on `XL' and also a Friend on `L' who lives less than half an mile away on the same UBR. The only thing you will be doing is saving yourself some cash, at the expense of some download speed. But if the problem lies with oversubscription on the UBR, you should be talking to VM about reduced monthly subscription charges anyway.

[Joxer]

The ping to the private hop looks dodgy to me.

2 26 ms 20 ms 138 ms 10.26.244.1

You ran the ping to you router - that should work fine - you need what the router thinks the default gateway is.