Any way of contacting a techie at Virgin?

[kindred]

Hey,

Does anyone know a way of contacting a techie at Virgin Media? For the last couple of days all traffic going via Level3 has had 10-15% packet loss and its causing me tons of issues for various websites and games that use Level3 too.

As a plain clear cut example, here's a pathping to one of Level3's UK nameservers:


C:\Windows\system32>pathping 212.113.0.3

Tracing route to resolver1.eu.level3.net [212.113.0.3]
over a maximum of 30 hops:
0 Harmony [192.168.1.6]
1 192.168.1.1
2 10.7.16.1
3 walt-cam-1b-v100.network.virginmedia.net [80.1.170.237]
4 popl-core-1b-ae1-0.network.virginmedia.net [195.182.175.233]
5 pop-bb-b-as2-0.network.virginmedia.net [213.105.174.238]
6 pop-bb-a-ae0-0.network.virginmedia.net [213.105.174.229]
7 195.50.91.69
8 * ae-11-51.car1.London1.Level3.net [4.69.139.66]
9 resolver1.eu.level3.net [212.113.0.3]

Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Harmony [192.168.1.6]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.7.16.1
0/ 100 = 0% |
3 62ms 3/ 100 = 3% 3/ 100 = 3% walt-cam-1b-v100.network.virginmedia.net [80.1.170.237]
0/ 100 = 0% |
4 11ms 24/ 100 = 24% 24/ 100 = 24% popl-core-1b-ae1-0.network.virginmedia.net [195.182.175.233]
0/ 100 = 0% |
5 75ms 4/ 100 = 4% 4/ 100 = 4% pop-bb-b-as2-0.network.virginmedia.net [213.105.174.238]
0/ 100 = 0% |
6 12ms 0/ 100 = 0% 0/ 100 = 0% pop-bb-a-ae0-0.network.virginmedia.net [213.105.174.229]
0/ 100 = 0% |
7 18ms 25/ 100 = 25% 25/ 100 = 25% 195.50.91.69
0/ 100 = 0% |
8 109ms 2/ 100 = 2% 2/ 100 = 2% ae-11-51.car1.London1.Level3.net [4.69.139.66]
0/ 100 = 0% |
9 92ms 0/ 100 = 0% 0/ 100 = 0% resolver1.eu.level3.net [212.113.0.3]

Trace complete.


And a pathping to the 195.50.91.69 address that appears to be the Virgin->Level3 connection:


Tracing route to 195.50.91.69 over a maximum of 30 hops

0 Harmony [192.168.1.6]
1 192.168.1.1
2 10.7.16.1
3 walt-cam-1a-v100.network.virginmedia.net [80.1.170.109]
4 popl-core-1a-ae1-0.network.virginmedia.net [195.182.175.225]
5 pop-bb-a-as2-0.network.virginmedia.net [213.105.174.234]
6 195.50.91.69

Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Harmony [192.168.1.6]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 10.7.16.1
0/ 100 = 0% |
3 9ms 0/ 100 = 0% 0/ 100 = 0% walt-cam1a-v100.network.virginmedia.net [80.1.170.109]
0/ 100 = 0% |
4 74ms 0/ 100 = 0% 0/ 100 = 0% popl-core1a-ae1-0.network.virginmedia.net [195.182.175.225]
0/ 100 = 0% |
5 62ms 0/ 100 = 0% 0/ 100 = 0% pop-bba-as2-0.network.virginmedia.net [213.105.174.234]
27/ 100 = 27% |
6 16ms 27/ 100 = 27% 0/ 100 = 0% 195.50.91.69

Trace complete.


Ping statistics for 195.50.91.69:
Packets: Sent = 313, Received = 219, Lost = 94 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 129ms, Average = 18ms

Driving me nuts :(

Cheers,
Andy.

[Russ]

Thought about calling them?

[Kymmy]

151 from the virgin phone does wonders..or if you like typing then the newsgroups are another great way


PS..not all servers prioritize pings or even respond so take traceroutes with a pinch of salt

[kindred]

Tried numerous times, all I get is their Indian call center who haven't got a clue what I'm talking about and want to know my make of Anti Virus. I appreciate those guys just have a crib sheet of help steps but its nothing to do with my PC or connection :(

[Peter_]

Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.

If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp

If using any other modem click here
http://192.168.100.1/

What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

[kindred]

Downstream Lock : Locked
Downstream Channel Id : 1
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 4.1 dBmV
Downstream SNR : 38.2 dB

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 29200000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 39.5 dBmV
Upstream Mini-Slot Size : 2

[Peter_]

Downstream Receive Power Level : 4.1 dBmV
Downstream SNR : 38.2 dB


Upstream transmit Power Level : 39.5 dBmV

The power levels are all spot on so I would recommend calling Tech Support as you should get UK agents up to 10pm or maybe tomorrow morning from 0800.

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 2 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
---------------------------------------------------------------------------

[kindred]

That's the number I've been calling, unfortunately going through to the Indian call center. I rang from work today about 10am and one of the Indian gentlemen did manage to transfer me over to someone local I think, but he was only Level1 support and just said he'd check with the Level2 team.

The routing is also asymmetric, which doesn't help me raise the issue with Level3 (who we use at work) because from there it goes Level3->Abovenet->Virgin, which doesn't have issues, but the return path goes Virgin->Level3 and that has issues (195.50.91.69 above in my post).

[Peter_]

Have you tried calling now.

[kindred]

I tried from work about 5:30pm and since I'm home now I'll try again and see. Any specific way of asking for this to be investigated?

[Peter_]

I tried from work about 5:30pm and since I'm home now I'll try again and see. Any specific way of asking for this to be investigated?
Just tell them what the issue is and if they need any advice they will speak to 2nd line agents.

[kindred]

Got through to a nice sounding lady, here's hoping she can help :)

---------- Post added at 19:03 ---------- Previous post was at 17:56 ----------

Ah well not so helpful, was asked to email support@virginmedia.com but that doesn't exist apparently. This is really ticking me off now, how hard is it to speak to or contact someone who will understand???? Been jumping through hoops now for going on 2 hours.

---------- Post added at 19:10 ---------- Previous post was at 19:03 ----------

Actually I'm interested to see if anyone else on VM broadband takes the same path out of VMs network to Level3.

Can anyone else do some extended pings/pathpings to 195.50.91.69 to see if they take the same route?

Thanks.

[Ben B]

Have you tried using the newsgroups? http://www.virginmedia.com/myvirginmedia/newsgroups/ set up guide and group you want is virginmedia.support.broadband.cable

[matt-h]

Heres a quick traceroute to that ip for me...HTH


Tracing route to 195.50.91.69 over a maximum of 30 hops


3 8 ms 7 ms 9 ms bagu-cam-1a-ge92.network.virginmedia.net [80.5.1
62.1]
4 8 ms 7 ms 19 ms bagu-core-1a-ae2-0.network.virginmedia.net [195.
182.180.5]
5 9 ms 10 ms 8 ms man-bb-a-as5-0.network.virginmedia.net [80.5.161
.37]
6 30 ms 60 ms 16 ms pop-bb-b-as3-0.network.virginmedia.net [62.252.1
92.158]
7 17 ms 16 ms 57 ms pop-bb-a-ae0-0.network.virginmedia.net [213.105.
174.229]
8 21 ms 39 ms 18 ms 195.50.91.69

Trace complete.

[martyh]

Are you sure it's not your firewall ?
Have you tried rebooting your pc in safe mode with networking and then tested your connection? doing this is a good way to eliminate the firewall or av
Iknow you have stated it's not your pc or firewall but the times i have been on the verge of calling techs before trying this ,it's worth a try imo

[Ben B]

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.
C:\Users\Ben>ping 195.50.91.69
Pinging 195.50.91.69 with 32 bytes of data:
Reply from 195.50.91.69: bytes=32 time=39ms TTL=58
Reply from 195.50.91.69: bytes=32 time=15ms TTL=58
Reply from 195.50.91.69: bytes=32 time=17ms TTL=58
Reply from 195.50.91.69: bytes=32 time=36ms TTL=58
Ping statistics for 195.50.91.69:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 39ms, Average = 26ms
C:\Users\Ben>traceroute 195.50.91.69
'traceroute' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Ben>tracert 195.50.91.69
Tracing route to 195.50.91.69 over a maximum of 30 hops
1 2 ms 2 ms 1 ms 192.168.1.1
2 41 ms 9 ms 8 ms 10.87.112.1
3 57 ms 69 ms 66 ms oldh-cam-1a-ge94.network.virginmedia.net [80.5.1
64.9]
4 12 ms 19 ms 11 ms manc-t3core-1a-ae1-0.network.virginmedia.net [19
5.182.175.65]
5 23 ms 10 ms 9 ms man-bb-a-as0-0.network.virginmedia.net [213.105.
175.1]
6 34 ms 20 ms 18 ms pop-bb-b-as3-0.network.virginmedia.net [62.252.1
92.158]
7 40 ms 34 ms 29 ms pop-bb-a-ae0-0.network.virginmedia.net [213.105.
174.229]
8 41 ms 34 ms 14 ms 195.50.91.69
Trace complete.
C:\Users\Ben>

[kindred]

I don't have a firewall (and even turned the windows one off to check). I've even done a ping from my laptop and also my appleTV, both have the same packet loss. I reset my cable modem, my router and my PCs just in case last night, but still the same problem.

The fact our servers at work (that use Level3) also see packet loss as I ping VM's network just confirms the issue isn't local.

I'm beginning to think more and more that its related to my path to that Level3 connection, i.e. from the Poplar node in Docklands. Will have to see if anyone else that goes via Poplar has similar issues.

[caph]

Got through to a nice sounding lady, here's hoping she can help :)

---------- Post added at 19:03 ---------- Previous post was at 17:56 ----------

Ah well not so helpful, was asked to email support@virginmedia.com but that doesn't exist apparently. This is really ticking me off now, how hard is it to speak to or contact someone who will understand???? Been jumping through hoops now for going on 2 hours.

---------- Post added at 19:10 ---------- Previous post was at 19:03 ----------

Actually I'm interested to see if anyone else on VM broadband takes the same path out of VMs network to Level3.

Can anyone else do some extended pings/pathpings to 195.50.91.69 to see if they take the same route?

Thanks.

Kindred, you are wasting your time phoning in, I learned that months ago. You are much better off posting on the newsgroup. And even then, only up to a point!