Need some help please

[tezz]

Hi all
I have been watching these forums for tips and tricks for over a year
now, and the advice I have seen given has been great
so I am hoping someone can help with my small problem with VM.

I did have a 10Mb connection and uptill 2 weeks ago all was great
I was getting 9.8Mb all the time. Then everything went wrong

When I come in after 9pm I go on the net and my speed is down between 3-6Mb
and sometimes even lower.SO I posted on the newsgroup and they could see no problem.
After 12 nights of this I called to cancel my service with VM
but the cool guy I talked to and told of the problems
gave me a free upgrade to 20Mb which was great UNTILL 9pm
then the speeds went down to 3-6Mb I called tech on 151 and I was up till
12am this morn trying to get it sorted.

In the day time I get 18Mb no problem what so ever
I done trace routs and speed test that VM ask for on 22 web test/pages.
Today they have told me that they can't see any problems on my line.

And now they have ask me to do more testing which I don't
really want to do as I have sent links/pasted speed/trace rout results to them for
3 nights and days now.

Can any of you tech people help out here or have a idea I can tell VM please.

Sorry for my long post guys/gals.

[Sephiroth]

There is a general concensus, I believe, that from 21:00 to midnight, the VM system gets blasted by all the people coming in at 9pm, finishing dinner, finished watching TV. It's like the kettles all going on during the adverts at 8:55!

I'm on 20Mb/s and it's exactly at 21:00 that we see the service take a hit. There are better VM experts than me and I believe it's not so much what goes on in your street (local pipe), but what happens on the web feed and the available capacity for web access.

Leaving VM won't get you any further forward because the ADSL services which are copper wire (and in most places a lot slower) have the same 21:00 hit.

Hope that helps.

[tezz]

Thank you for your help ;)

What I can't understand is all was ok for a 18 months, then they upgraded the line
for 50Mb and thats when it went down hill.

[Sephiroth]

Thank you for your help ;)

What I can't understand is all was ok for a 18 months, then they upgraded the line for 50Mb and thats when it went down hill.

There's another post somewhere recent that has this variation on the theme. You'll have been moved to another circuit group when you were upgraded which will have its own circuit characteristics either by dint of VM's engineering proficiency or by the number of users sharing that capacity.

This might be worth asking VM to check out or explain. You were dead lucky not to have had the dreaded 21:00 depression inb the past!

It'll be something along the lines I've stated.

[tezz]

Ok I will call them now and see what they say.
Thank you, you should work for VM ;)

[zer0]

i have the exact same problem, 3-6mbit speeds after 9pm like you it was fine before the upgrade

[tezz]

I had another word with VM 5 mins ago and the tech guy says there is nothing wrong with my line and there is nothing they can do.

[Peter_]

I had another word with VM 5 mins ago and the tech guy says there is nothing wrong with my line and there is nothing they can do.
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

[tezz]

Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 339000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 1.3 dBmV
Downstream SNR : 40.0 dB


Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 37.0 dBmV
Upstream Mini-Slot Size : 2

Is this what you need sir?

As I say I am ok first thing in the morn, its just after 9pm

thank you for your time

[Peter_]

Downstream Receive Power Level : 1.3 dBmV
Downstream SNR : 40.0 dB
Upstream transmit Power Level : 37.0 dBmV

They are spot on so any issue has to be elsewhere such as high utilisation on the uBR/BSR that you are connected to or a problem with your router if you use one.

The best time to call is after 0800 as this time of night you will get offshore call centres.

[tezz]

They are spot on so any issue has to be elsewhere such as high utilisation on the uBR/BSR that you are connected to or a problem with your router if you use one.

The best time to call is after 0800 as this time of night you will get offshore call centres.

Thanks for looking for me ;)

I am going to do logs and take snaps of the test speed pages and send them
to VMs head office.
Never know they may give me £28 50Mb early....oh ok they won't :D

[Peter_]

Thanks for looking for me ;)

I am going to do logs and take snaps of the test speed pages and send them
to VMs head office.
Be careful of reading modem logs, because what happens when you reboot your modem is that every single update for that modem is received at the same time giving you those worrying logs.

Virgin also disable most of the updates as they are not required so making it look even worse.

[tezz]

VM have just got back to me with this

"There are currently 1,000 devices in total including STB's on your
cable with a total of 270 modems online on your upstream. the fact that a
sample taken from these seem to be working fine would suggest that your
issue is local to yourself rather than network side"

They say, they can see nothing wrong, so I will have to put up with it.

Not happy :(