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redforest
21-11-2009, 18:37
Hi All
I am customer since almost 4 years. Paying on time and all the time happy witch Virgin Media. Every time when somebody asking me about broadband provider I advising Virgin. But BIG HUGE BUT!!!
Last three weeks I am started getting really annoying problem specially for gamers witch include me. At the late night till around 4pm everything means ok (ping is normal, no lost packets <--- no lags at all) but after 4pm till around 00am all the games are not playable cause missing pings (lost around 20% of send packets and normal ping jumping from 32 witch was before every time to sometimes 500) OK So. Because I am customer since 4 years I just make call to Virgin from my mobile witch is quiet costly. After listening all of the options (5min = 2,5pouns) computer get me to the technicians and disconnect. Was happened five times. Then i decide choice billing department where they answer of course straight away (money money money) and ask them to connect me witch technician. My call was first time answered after spend around 25 pounds.
Ok. I am report to Tech my problem and he ask me to do few tests thet put me on hold for 15min. When come back ask me to do tracert test witch i did before together witch ping tests. What he told me ? Everything is all right and this is not Virgin fault because he tested all the lines.
At the end of story i have to pay huge bill for my like they say 20mbit broadband plus bill for my mobile and what i am have back. Really slow connection on the peak time. I remember the years 98 and populars 96kbit modems (I am think is exactly this same what the giving me now and of course really wrong technical support) If you wont talk about the money you will be answered but if you wont talk about the service fault you will be pullet thrue all of the options and at the end kicked out.
So anybody can give me advise what i shall to do. Pay the 58pounds bill for 96kbit connection and tv witch I even no watching or what.
If You google (virgin huge pings) you will find many forums where people grumble about high game pings on the peak time so that means I am not alone.
Dear Virgin Provider If You can read this please understand me. I am working and coming back to home in evening time. I am paying you for proper service so I want enjoy the web browsing and playing mmo games. And dont tell me this is not your fault because this was not happend before! Please sort it cause 58pouns x 12 months is quiet lot!!!

Any one got this same problem???

Area Where I living --- TW4 HOUNSLOW LONDON

And to all of readers. I am really sorry about my writing but I think You understand everything.

PS I am IT Technician from my country and is nothing wrong witch my pc and of course i know how working network or how shall works network on cable modems. NOT LIKE THAT!!! ;)

Peter_
21-11-2009, 21:24
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

---------------------------------------------

redforest
21-11-2009, 23:59
The Modem is:
Motorola SURFboard MODEL: SB5101B

DOWNSTREAM:
Frequency: 323000000 Hz
Signal To Noise Ratio: 41.4 dB
Power Level: 8.5 dBmV

UPSTREAM:
Channel ID: 3
Frequency: 37504000 Hz
Power: 44.0 dBmV

Frequency Plan: European PAL I/B/G

Hope so this will help you at all.

Thank You

---------- Post added at 21:44 ---------- Previous post was at 21:15 ----------

And also probably this will be helpful for you at list.

Ping to www.virginmedia.co.uk looks like that:

Pinging www.virginmedia.co.uk [212.250.162.12] with 32 bytes of data:
Reply from 212.250.162.12: bytes=32 time=9ms TTL=121
Reply from 212.250.162.12: bytes=32 time=115ms TTL=121
Reply from 212.250.162.12: bytes=32 time=100ms TTL=121
Reply from 212.250.162.12: bytes=32 time=28ms TTL=121
Reply from 212.250.162.12: bytes=32 time=70ms TTL=121
Reply from 212.250.162.12: bytes=32 time=63ms TTL=121
Reply from 212.250.162.12: bytes=32 time=26ms TTL=121
Request timed out.
Reply from 212.250.162.12: bytes=32 time=19ms TTL=121
Reply from 212.250.162.12: bytes=32 time=31ms TTL=121
Reply from 212.250.162.12: bytes=32 time=32ms TTL=121
Reply from 212.250.162.12: bytes=32 time=79ms TTL=121
Reply from 212.250.162.12: bytes=32 time=13ms TTL=121
Request timed out.
Reply from 212.250.162.12: bytes=32 time=9ms TTL=121
Reply from 212.250.162.12: bytes=32 time=68ms TTL=121
Reply from 212.250.162.12: bytes=32 time=13ms TTL=121
Reply from 212.250.162.12: bytes=32 time=180ms TTL=121
Request timed out.
Request timed out.
Reply from 212.250.162.12: bytes=32 time=69ms TTL=121
Request timed out.
Reply from 212.250.162.12: bytes=32 time=85ms TTL=121
Reply from 212.250.162.12: bytes=32 time=56ms TTL=121
Reply from 212.250.162.12: bytes=32 time=38ms TTL=121
Reply from 212.250.162.12: bytes=32 time=31ms TTL=121
Reply from 212.250.162.12: bytes=32 time=93ms TTL=121
Reply from 212.250.162.12: bytes=32 time=187ms TTL=121
Reply from 212.250.162.12: bytes=32 time=60ms TTL=121
Reply from 212.250.162.12: bytes=32 time=59ms TTL=121
Reply from 212.250.162.12: bytes=32 time=31ms TTL=121
Reply from 212.250.162.12: bytes=32 time=66ms TTL=121
Reply from 212.250.162.12: bytes=32 time=103ms TTL=121
Reply from 212.250.162.12: bytes=32 time=20ms TTL=121
Reply from 212.250.162.12: bytes=32 time=37ms TTL=121
Reply from 212.250.162.12: bytes=32 time=11ms TTL=121
Reply from 212.250.162.12: bytes=32 time=15ms TTL=121
Reply from 212.250.162.12: bytes=32 time=20ms TTL=121
Reply from 212.250.162.12: bytes=32 time=12ms TTL=121
Reply from 212.250.162.12: bytes=32 time=44ms TTL=121
Reply from 212.250.162.12: bytes=32 time=43ms TTL=121
Request timed out.
Reply from 212.250.162.12: bytes=32 time=43ms TTL=121
Reply from 212.250.162.12: bytes=32 time=39ms TTL=121
Reply from 212.250.162.12: bytes=32 time=47ms TTL=121

And tracert to www.virginmedia.co.uk looks like that:

1st example:

Tracing route to www.virginmedia.co.uk [212.250.162.12]
over a maximum of 30 hops:


1 1 ms 1 ms <1 ms 192.168.1.1
2 50 ms 10 ms 122 ms 10.95.48.1
3 27 ms 71 ms 44 ms osr01haye-ge115.network.virginmedia.net [80.3.176.225]
4 * 41 ms 103 ms bre-bb-a-ae5-0.network.virginmedia.net [212.43.163.117]
5 90 ms 10 ms 152 ms win-bb-b-ae2-0.network.virginmedia.net [62.253.185.198]
6 53 ms 29 ms 50 ms win-dc-b-v900.network.virginmedia.net [62.253.188.166]
7 49 ms * * www.virginmedia.com [212.250.162.12]
8 61 ms 79 ms 22 ms www.virginmedia.com [212.250.162.12]

2nd example:

Tracing route to www.virginmedia.co.uk [212.250.162.12]
over a maximum of 30 hops:

1 <1 ms 1 ms <1 ms 192.168.1.1
2 * * 30 ms 10.95.48.1
3 10 ms 19 ms * osr01haye-ge115.network.virginmedia.net [80.3.176.225]
4 340 ms 9 ms * bre-bb-a-ae5-0.network.virginmedia.net [212.43.163.117]
5 72 ms 22 ms 15 ms win-bb-b-ae2-0.network.virginmedia.net [62.253.185.198]
6 139 ms 102 ms * win-dc-b-v900.network.virginmedia.net [62.253.188.166]
7 150 ms 68 ms * www.virginmedia.com [212.250.162.12]
8 * * 49 ms www.virginmedia.com [212.250.162.12]



Like I wrote before this is happening only on the peak time (4pm - 00am) since 01 of November.
Rest of time ping and tracert is perfect include jumping ping only.

Thank You again and hope so You will find solution for this pain. :(

---------- Post added at 22:59 ---------- Previous post was at 21:44 ----------

Also here is test from WinMTR witch I did on 300 pings at 22:55
Now You can see where mostly pings are missed.

http://img4.imageshack.us/img4/9585/winmtr2255.jpg

Peter_
22-11-2009, 00:02
Your power levels are fine so any issue has to be elsewhere on either the network or your equipment so a call to Tech Support is in order so they can check your connection.

Call 151 from a Virgin phone line or 0845 454 1111 from any other phone line.

graf_von_anonym
22-11-2009, 00:08
From the tracert I assume that you are using a router. Have you tried bypassing it? Virgin will ask you to do so when you call, so you might as well get it over with now.

"Peak-time issues" as you described can be caused by a few things. It could well be oversubscription or traffic management, but without more information it's hard to tell. Virgin should be your next port of call, as Moldova suggested.

redforest
22-11-2009, 00:15
Of course I can do this but tell me where i can find bloody 64bit drivers for this MOTOROLA and 2nd like i told You before everything start happen since 1 November and only on the peak time. Don't say is not mysterious?
And also Like i said before they don't even answer calls after 5 min listening bloody machine.
No idea what else I can do. :(

Peter_
22-11-2009, 00:18
Of course I can do this but tell me where i can find bloody 64bit drivers for this MOTOROLA and 2nd like i told You before everything start happen since 1 November and only on the peak time. Don't say is not mysterious?
As you are connected using ethernet the are no drivers required for the modem, but as you are on 20Mb you should call up and see if they will send you a new modem to swap with the Motorola that you have.

redforest
22-11-2009, 00:27
OK Meldova i got second modem witch they send together witch new contract.

Is Ambit Model Nr: E08C013.00 but when I try connect that is looks like have to be activated by Virgin Tech.

?? I never investigate how this works but fallow Your suggestion i will disconnect router and let see.

Anyway Thank You so much Meldova

Peter_
22-11-2009, 00:37
OK Meldova i got second modem witch they send together witch new contract.

Is Ambit Model Nr: E08C013.00 but when I try connect that is looks like have to be activated by Virgin Tech.

?? I never investigate how this works but fallow Your suggestion i will disconnect router and let see.

Anyway Thank You so much Meldova
To get the new modem connected you need to call Tech Support and give them the MAC address of the bottom and they will add it to the account and activate it for you.

redforest
22-11-2009, 00:57
OK I did like you said and nothing was change. Still lost packets. I Will call them tomorrow if they answer my call of course.

Thank You

redforest
22-11-2009, 15:50
OK. I did call to customer service and you know what they told me. Everything is ok and it is normal i can lose some pings and packets. LOLOLOLOLOLOLOL I dont know what i can do else. Like I told You before after midnight ping become normal and you can play any of games. Right now again i got huge ping and game are unplayable.