Virgin Media is a Joke, please help 50meg

[Longo]

Hello,,

I was previously a 10meg, then 20meg and now 50meg. Before i had 50meg my connection was in bits during peak times, i cudnt play games or anything because ofping spikes as routing as all over the place.

suddenly once i had my 50meg installed i was getting solid 12 ms ping which is low. And doing tracerts my hops looked normal.

Now after a month of having 50meg now it has went to **** and spikes alot, and the routing to my game servers has changed and theres more/extra hops through the virgin network.

I dunno what has happened if they switched my route to fix something and forgot to put me back. I was promised that the new DOCSis3.0 would be fine adn the network would run smoother for gaming and latency sensitive applications.

Someone help me, is there point in ringing VM to try and 'change' my routing or is this even possible

[Noggo]

Well as it's been working fine for a month I would suggest you get in touch with tech support to test your connection out. If you don't want to spend hours on the phone to telephone support, you could always try VM's newsgroup support. They are very helpful and normally you get a reply quickly.

For how to setup outlook express for newsgroups:
http://www.virginmedia.com/customers...setting-up.php
and the group you need to subscribe to is:
virginmedia.support.broadband.cable

Post on the above newsgroup with a description of your problems and see what they're got to say on the matter.

[Longo]

that link doesnt work mate

[cabsandy]

Hello,,

I was previously a 10meg, then 20meg and now 50meg. Before i had 50meg my connection was in bits during peak times, i cudnt play games or anything because ofping spikes as routing as all over the place.

suddenly once i had my 50meg installed i was getting solid 12 ms ping which is low. And doing tracerts my hops looked normal.

Now after a month of having 50meg now it has went to **** and spikes alot, and the routing to my game servers has changed and theres more/extra hops through the virgin network.

I dunno what has happened if they switched my route to fix something and forgot to put me back. I was promised that the new DOCSis3.0 would be fine adn the network would run smoother for gaming and latency sensitive applications.

Someone help me, is there point in ringing VM to try and 'change' my routing or is this even possible

Hmmmm...Interesting-anything you can add-ubr you are on, MAC address of modem, traceroutes etc.There are some VM peeps on here who may be able to look at some things for you :angel:

[xocemp]

I wouldn't advise posting your modem MAC here.

[chickendippers]

Here's the correct newsgroup URL: http://www.virginmedia.com/customers/newsgroups/

[cabsandy]

I wouldn't advise posting your modem MAC here.

ahh-go on-live life in the fast lane-or even PM me ;)

[homealone]

ahh-go on-live life in the fast lane-or even PM me ;)

People would be advised not to do that without having your bona fides confirmed by the site mods/admins :)

[moaningmags]

People would be advised not to do that without having your bona fides confirmed by the site mods/admins :)

I definitely second that.

[Maggy]

Please be advised NOT to give vital and personal info to just anybody

[homealone]

In my opinion the OP has gone about things in the wrong way. The thread title initially reads as a derogatory statement.

Many, very helpful, VM staff post in this forum, but are less likely to read a thread like this if the subject appears to be just another rant against Virgin Media, rather than a genuine request for help.

Maybe a passing mod can change it to something less intimidating??

[graf_von_anonym]

Maybe a passing mod can change it to something less intimidating?

I'm not sure I'd say it was intimidating, but it may well be off-putting. Given the level of abuse directed at Virgin here, it's not to hard to imagine how much call centre staff get. Why would anyone in their right mind come here to get abused in their time off?

[Tech_Boy]

Given the level of abuse directed at Virgin here, it's not to hard to imagine how much call centre staff get. Why would anyone in their right mind come here to get abused in their time off?
some of us are gluttons for punishment;), but seriously, try ringing, there is a special team for 50 meg support, I don't have the number at home, but you should have had it in the documentation.

[moaningmags]

Lol, gluttons for punishment sounds about right.

[cabsandy]

Please be advised NOT to give vital and personal info to just anybody

Fair enough

[Ignitionnet]

cabsandy - see PM :)

[Pbryanw]

For the OP, I would also recommend the Newsgroup approach. I had a similar problem where my traffic was directed through a different route, leading to a loss of speed.

After a bit of to and fro with Virgin the problem was fixed via the Newsgroup and I've had no problems since then (this was around Christmas). It's also worth going the Newsgroup approach just in case someone else has reported your problem as well.

[piggy]

Hello,,

I was previously a 10meg, then 20meg and now 50meg. Before i had 50meg my connection was in bits during peak times, i cudnt play games or anything because ofping spikes as routing as all over the place.

suddenly once i had my 50meg installed i was getting solid 12 ms ping which is low. And doing tracerts my hops looked normal.

Now after a month of having 50meg now it has went to **** and spikes alot, and the routing to my game servers has changed and theres more/extra hops through the virgin network.

I dunno what has happened if they switched my route to fix something and forgot to put me back. I was promised that the new DOCSis3.0 would be fine adn the network would run smoother for gaming and latency sensitive applications.

Someone help me, is there point in ringing VM to try and 'change' my routing or is this even possible

read the first line...10 meg rubbish 20 meg rubbish and the op stays and gets 50meg!! either the op is not telling the truth or they are the joke if a service is not working why keep paying a premium price for the top product!! :erm:

[Noggo]

Longo,
Just read your post over on newsgroup support, quote from Virgin Media Technical Support:
`Unfortunately we are not able to guarantee a connection suitable for gaming.'

:LOL: Why do they include it in all the product info then for 50Meg ` A dream for online multiplay games' and `.. playing over a fibre optic connection will improve your reaction times (due to better latency and ping), so you'll find your online games more responsive than ever before.'

What are your round trip results like to the games servers you play on, are they stable or erratic?

[Longo]

eratic as fook :P

[graf_von_anonym]

As a residential product there are no service guarantees. Is 50Mb better for gaming? It's on less trafficked infrastructure, has greater bandwidth, and is ostensibly more reliable, so yes, but is it ideal? No. Is it totally proof against failure? Again, no. The thing to remember is that advertising copy (despite the work of the ASA) holds only so much weight. Caveat lector, caveat emptor.

[Longo]

this is crazy guys..

Its 9ish at night and i am on 50meg directly connected to the modem and i get this...

and when i try t get help on newsgroups, they just keep making excuses instead of trying to help me.. this is really ****ing me off when i pay £51 a month
Tracing route to dustworld.net [193.238.84.199]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 5 ms 5 ms 19 ms 10.102.248.1
3 5 ms 8 ms 15 ms osr01newy-ge218.network.virginmedia.net [80.0.14
5.133]
4 7 ms 18 ms 35 ms osr02gate-tenge72.network.virginmedia.net [62.30
.245.41]
5 17 ms 8 ms 15 ms gate-t3core-1b-ge-010-0.network.virginmedia.net
[80.0.144.129]
6 35 ms 57 ms 15 ms man-bb-b-as2-0.network.virginmedia.net [213.105.
175.169]
7 27 ms 36 ms 45 ms nth-bb-a-so-220-0.network.virginmedia.net [213.1
05.64.21]
8 34 ms 15 ms 25 ms nth-bb-b-ae0-0.network.virginmedia.net [62.253.1
85.118]
9 26 ms 28 ms 19 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
10 16 ms 17 ms 156 ms ae0-1234.rt2.the.uk.goscomb.net [195.66.224.226]

11 18 ms 18 ms 18 ms ge-0-0-479.rt0.iph.uk.goscomb.net [77.75.109.98]

12 49 ms 24 ms 34 ms online.dustworld.net [193.238.84.199]

Trace complete.

C:\Documents and Settings\Administrator>

[graf_von_anonym]

Try a pathping. Remember that the time it takes for a component on the network to respond (high pings) may not be slowness to and from it, but the fact that ping requests are prioritised less than actual data going through the connection. Using pathping means more will hit it, and you'll get a better mean result.

That said, i notice the biggest jump in times in your tracert is between iph.uk.goscomb.net (off the VM network) and your target address. That would suggest the issue is between those two points. Once the packet has left the VM network their influence over it is minimal.

[Longo]

its not goscomb though because they checked it out for me, they actually looked into my enquirey unlike VM. Goscomb are probably the UK's biggest tier 1/2 provider.

Notice the high ping spikes in the VM network though thats the problem, it doesnt matter what server i ping/try its still a problem so its a problem with VM. I am sure of it

[graf_von_anonym]

Just because one ping in a tracert spikes doesn't necessarily mean there's a problem. The ping can be high because the unit is busy. That's why I'm recommending you try a pathping.

Also, are you directly connected to the modem? I know you've said that you have, but that tracert runs through 192.168.1.1, which is a Netgear Router.

Using tools.virginmedia.com I can ping your 10.*.*.* IP address without incident. That's a ping originating within the VM network. The odds of oversubscription are pretty slender since you're on 50Mb, so the possible causes are: signal, which I think we can discount because you're seeing slow speeds rather than packet loss; routing, which is not entirely under VM's control; DNS delay; misinterpretation of test results.

You've been told that equipment within the network is often busy routing data rather than responding to ping requests, and that can produce high spikes in the results. You'll notice that the spikes within the network are higher than the ping times to your target site. If network routing equipment responded to ping requests or tracert requests as a first priority that would negatively affect everybody's speeds, so it's not going to do that. That's one reason why you could be seeing those spikes. This is why I would recommend using the pathping command. It gives us more details to try and help you.

Finally, while it may not matter what server you ping, the fact that you're going through VM is not the only common factor. Your DNS, PC, router, they are all still the same, and any of those could be having an influence. It's bad practise to start with a solution and then find evidence to support it.

So, again, try a pathping. I'd also recommend posting your modem signal levels, though if you're the newsgroup poster I think you are someone has had a look at those for you. Could you use ipconfig/all in the command prompt and tell us your DNS entries?

[Noggo]

I'm seeing no problems from my connection, when I ping the server. I will try later on peak time.

E:\Documents and Settings\Bob>ping 193.238.84.199 -n 20

Pinging 193.238.84.199 with 32 bytes of data:

Reply from 193.238.84.199: bytes=32 time=21ms TTL=55
Reply from 193.238.84.199: bytes=32 time=19ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=20ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=18ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=19ms TTL=55
Reply from 193.238.84.199: bytes=32 time=20ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=18ms TTL=55
Reply from 193.238.84.199: bytes=32 time=19ms TTL=55
Reply from 193.238.84.199: bytes=32 time=18ms TTL=55
Reply from 193.238.84.199: bytes=32 time=16ms TTL=55
Reply from 193.238.84.199: bytes=32 time=19ms TTL=55
Reply from 193.238.84.199: bytes=32 time=20ms TTL=55
Reply from 193.238.84.199: bytes=32 time=17ms TTL=55
Reply from 193.238.84.199: bytes=32 time=18ms TTL=55
Reply from 193.238.84.199: bytes=32 time=18ms TTL=55

Ping statistics for 193.238.84.199:
Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 21ms, Average = 18ms

E:\Documents and Settings\Bob>tracert 193.238.84.199

Tracing route to online.dustworld.net [193.238.84.199]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms xxx.xxx.xx.x
2 7 ms 7 ms 8 ms xx.xxx.xxx.x
3 7 ms 8 ms 7 ms osr01brom-v11.network.virginmedia.net [62.31.176.1]
4 351 ms 17 ms 389 ms osr01wolv-tenge81.network.virginmedia.net [62.30.254.61]
5 10 ms 11 ms 11 ms man-bb-a-ge-510-0.network.virginmedia.net [213.105.174.145]
6 16 ms 16 ms 15 ms nth-bb-b-so-300-0.network.virginmedia.net [212.43.162.214]
7 20 ms 16 ms 18 ms tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
8 18 ms 19 ms 17 ms ae0-1234.rt2.the.uk.goscomb.net [195.66.224.226]
9 19 ms 20 ms 18 ms ge-0-0-479.rt0.iph.uk.goscomb.net [77.75.109.98]
10 19 ms 21 ms 19 ms online.dustworld.net [193.238.84.199]

Trace complete.

[Ignitionnet]

Think OP has some success - tech support are arranging a principal engineer to come to his place as there are signal issues, woot!