Serious Help needed with 50mb

[Bluffdemon]

Hi

I really need some help from you guys on here as i am having some very serious issues with my 50mb broadband which was only installed about a month ago .

Basically the internet works like a charm all day with fantastic speeds so no complaints from me there BUT for some reason come anytime after 5pm i lose the connection to the modem and no matter how many times i reboot i lose net connection till the next morning when i switch it back on , and again it will work like a dream all day , its so dam frustrating because the wife wants to use the net at night when she comes in from work to talk to family in holland .

This problem has happened 3 nights in a row and 1 friday morning , i spoke to somebody from vm in india last night who tried to help but after making me unplug everything YET again i tried to explain that it was either the modem or something on their end , in the end i had to threaten to leave if this problem was not sorted out , so now they are sending a new modem and given us £10 credit so fair play to that BUT if my modem works fine now and only breaks at night , what will a new modem do ? if its a problem with the net coming to my home , the new modem won't solve this problem ?

also added some info from my cable modem so i hope somebody can give me an idea as to what could be going on


Thanks in advance

[Peter_]

so now they are sending a new modem and given us £10 credit so fair play to that BUT if my modem works fine now and only breaks at night , what will a new modem do ? if its a problem with the net coming to my home , the new modem won't solve this problem ?

You will not receive a 50Mb modem regardless of what you were told as the is no option for us to send out a VMNG300 modem as they can only be replaced by engineers.

If you receive a modem it will either be a an Ambit 256 or a Scientific Atlanta EPC2100 modem and neither are 50Mb capable.


also added some info from my cable modem so i hope somebody can give me an idea as to what could be going on

Your power levels are within operational parameters for a 50Mb connection so any issue is either network side or with your equipment.

Call tomorrow after 0800 on the 50Mb support line number 0800 052 0431 to get the UK Support team.

[Bluffdemon]

Thanks Moldova for your help i appreciate it , i really am frustrated with those idiots in india i rang that 50mb support line but yes it was in the evening , why oh why are they sending those modems out that you listed to me when they dont even work on the 50mb its a real joke :-(((

looks like i will have to ring later to try and get this sorted out , i tell ya this 50mb is not worth the hassle , i really should have stayed on 20mb at least i had a connection in the evening


Thanks again mate

[Peter_]

Thanks Moldova for your help i appreciate it , i really am frustrated with those idiots in india i rang that 50mb support line but yes it was in the evening , why oh why are they sending those modems out that you listed to me when they dont even work on the 50mb its a real joke :-(((


The option to send your modem is not listed but they can still send a standard modem out though, enough said.:erm:

[on in an hour!]

your correctable codewords (errors) should all be roughly the same value,yet on all 4 downstreams they are miles apart,this is pointing to a problem on the network,new equipment (even if you DID get sent a 50meg modem) wont correct your problem.compare them to the uncorrectables and you will see what i mean ;)

[Bluffdemon]

Cheers for the replies , last night it went off again 5-6th night in a row , well i was very p**sed off i can tell ya , i didnt even bother ringing VM right away , i decided to do some investigating out of curiosity i went round to each of my neighbours down the avenue where i live to find out who was on VM BB and who was having any trouble .

Well to my surprise a neighbour 4 doors down just had 50meg installed and guess what , he is having the exact same problems as me , working perfect net all day then come anytime after 5 it goes off for the rest of the evening and no matter how many times you reboot the modem still no net connection , he had an engineer out this week about it , and the guy checked everything and said to him , there is nothing wrong with his equipment or the line coming to his house , the problem is that lots of people around this area are moving onto 50 meg and VM servers cant cope and thats why we are not getting our net connection at that time of evening . also he is getting the same sort of errors on his modem logs like me .


Also like to state something else i found out last night , the wife was on her way home from work and noticed about 4 VM vans parked up outside an old buliding about 10 mins walk away from our house , anyway to cut a long story short this building used to be a public toilet and has been converted into some sort of major computer server complex ( its the only way i can describe it lol ) anyway i decided to take a walk up there and see if i could speak to the engineers to see if they could give me any info


well well they also confirmed " off the record " that what the other engineer said was true , VM servers around this area M21 cant cope with all these people on the 50meg at once and thats my problem , they said new servers are being put in place but god knows when things will get back to normal .


My thoughts are now VM are a joke , how the hell can they be allowed to sell 50mb to people like me knowing full well they wont be able to deliver the goods . its all well and good installing new equipment after getting loads of new subscribers on their 50mb network and they cant cope what a p*ss take .


So if i bother to phone the support line this morning and tell them what ive found out i know it wont make no difference .


any ideas on what i can do to get my problem sorted out ??

[Sephiroth]

We're not going to get you sorted out on the forum if there's a capacity issue in Manchester (and indeed elsewhere if you're reading other threads). I remember this all blowing up in Manchester last October as coinciding with the influx of students.

Anyway, they break up in a few days and whatever VM are doing to their network, you might get some relief over Chrimbo.

For analytic purposes, I wonder if you can take the trouble to perform a PATHPING WWW.BBC.CO.UK at each of a "good" time and a "bad" time. This will at least pinpoint where your latency starts.

Also your modem stats again at each time point so that we can look at variances under the load conditions.

Cheers

[Bluffdemon]

Cheers Sephiroth

I shall do that today , also ive noticed in my modem logs these various errors when my net goes down each night :

B-INIT-RNG Failure - Retries exceeded

SYNC Timing Synchronization failure - Loss of Sync

T3 time-out ( getting lots of these )


Phoned the 50mb support this morning , they guy was helpful and i have an engineer out next week monday between 4-7pm as thats when it will probably go down , so fingers crossed he will be able to see the problem and offer a solution or information on what will happen to get it fixed and how long , but i must stress apart from this , the net works like a charm with speeds between 42-46mbps all day , even before this problem i was getting superb speeds at night as well , so i cant fault VM and the customer care this morning , but i have to stress the india customer care is a waste of time from the dealings ive had .

[Sephiroth]

@Bluff

We'd need to see the full Event Log (not an extract).

[Bluffdemon]

Here is some info from my modem at the moment

http://i292.photobucket.com/albums/mm1/NaturalRush/Log3.jpg

http://i292.photobucket.com/albums/mm1/NaturalRush/Log2.jpg

http://i292.photobucket.com/albums/mm1/NaturalRush/Log1.jpg


The modem log :Tue Dec 8 22:18:18 2009 Tue Dec 8 22:19:32 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:19:43 2009 Tue Dec 8 22:19:43 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:19:45 2009 Tue Dec 8 22:21:13 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:21:14 2009 Tue Dec 8 22:21:14 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:21:16 2009 Tue Dec 8 22:21:51 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:22:21 2009 Tue Dec 8 22:22:21 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:22:27 2009 Tue Dec 8 22:23:26 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:23:29 2009 Tue Dec 8 22:23:29 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:25:33 2009 Tue Dec 8 22:25:33 2009 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:25:40 2009 Tue Dec 8 22:25:40 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:25:44 2009 Tue Dec 8 22:25:45 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:25:51 2009 Tue Dec 8 22:25:51 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:28:23 2009 Tue Dec 8 22:28:23 2009 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:28:30 2009 Tue Dec 8 22:28:30 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:34:42 2009 Tue Dec 8 22:34:42 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:35:16 2009 Tue Dec 8 22:35:16 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:35:22 2009 Tue Dec 8 22:35:32 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:35:32 2009 Tue Dec 8 22:35:32 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Tue Dec 8 22:35:43 2009 Wed Dec 9 17:41:36 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:42:18 2009 Wed Dec 9 17:42:18 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:42:25 2009 Wed Dec 9 17:42:32 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:42:32 2009 Wed Dec 9 17:42:32 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:42:44 2009 Wed Dec 9 17:44:30 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:44:34 2009 Wed Dec 9 17:44:34 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:44:34 2009 Wed Dec 9 17:45:58 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:46:05 2009 Wed Dec 9 17:46:05 2009 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:46:07 2009 Wed Dec 9 17:47:12 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:47:42 2009 Wed Dec 9 17:47:42 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:47:49 2009 Wed Dec 9 17:47:49 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:48:00 2009 Wed Dec 9 17:48:56 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:49:09 2009 Wed Dec 9 17:49:09 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Wed Dec 9 17:52:13 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:52:26 2009 Wed Dec 9 17:52:26 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:52:33 2009 Wed Dec 9 17:52:33 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:52:37 2009 Wed Dec 9 17:52:37 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:52:54 2009 Wed Dec 9 17:52:54 2009 Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:53:10 2009 Wed Dec 9 17:53:27 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:57:13 2009 Wed Dec 9 17:57:13 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 9 17:57:18 2009 Thu Dec 10 10:17:00 2009 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

[Sephiroth]

Right. This is a diagnosis which would be wrong if your modem is stuffed (which I doubt).

Assuming your first set of modem stats is relevant to the time of the event log, the downstream power received at your modem is 2 dBmv higher than at the non-problem time. Your SNR remains the same - so VM are changing something to put out a higher power (IMO). This is outside your control.

Although there is a 3 dBmv swing in upstream power (lower value in the problem time), I can't see any clues here, although it's in the upstream area that problems are usually to be found. That's what all the T3s are about. Requests are sent by the CM to the CMTS for various purposes and if they don't reach the CMTS or the CMTS discards them, you get timeouts. So thos problems are at the VM end.

OK?

[Bluffdemon]

Yup i get most of what you said and makes sense to what info i got over the last few days , i wonder if the engineer would be interested in seeing these logs and the errors ?

once again thanks for your time to help me out with this problem and giving me info thats come in very handy :-P


Cheers


also its almost that time of night when my net goes off , i am betting with the wife tonight to see who gets it close , i bet tonight i last till 5:50pm wish me luck ive got some beer riding on this lol

[on in an hour!]

are you anywhere near withington??

[Bluffdemon]

are you anywhere near withington??


down the road in chorlton m21 area

[on in an hour!]

down the road in chorlton m21 area
there has deffo been a problem with the withington UBR concerning oversubscription..yes, even on the 50/20meg UBR's,this is at quite a high level now, so heres hoping something will be sorted soon ;).

[webdudeuk]

I'm having problems with 50mbps in withington too. I'm in the M20 area and the internet works great then all of a sudden cuts out for several hours at a time. The modem loses sync then eventually resyncs but still without internet. My modem also shows the same T3time outs. I have an engineer booked to come monday but after reading about all the oversubscription in south manchester i'm not expecting much.

[Bluffdemon]

I'm having problems with 50mbps in withington too. I'm in the M20 area and the internet works great then all of a sudden cuts out for several hours at a time. The modem loses sync then eventually resyncs but still without internet. My modem also shows the same T3time outs. I have an engineer booked to come monday but after reading about all the oversubscription in south manchester i'm not expecting much.


Sadly from what i was told by the engineer yesterday , apart from this problem ive had with my connection my speeds are superb all day when it works , i was told becuase of where i live M21 area i wont experience all the speed problems that are happening around your area and didsbury and fallowfield and burnage its because of the dam greedy students that mess it all up , from what he told me VM have and are installing new servers to cope so fingers crossed it should get better , all weekend i kept saying to myself if sky can send me HD from space why the hell cant VM send me a poxy signal down a cable , yes i was pretty pi**ed off this weekend , its been a nightmare trying to get them to fix this problem which i still dont know if it has, fingers crossed :-P

[Sephiroth]

Sadly from what i was told by the engineer yesterday , apart from this problem ive had with my connection my speeds are superb all day when it works , i was told becuase of where i live M21 area i wont experience all the speed problems that are happening around your area and didsbury and fallowfield and burnage its because of the dam greedy students that mess it all up , from what he told me VM have and are installing new servers to cope so fingers crossed it should get better , all weekend i kept saying to myself if sky can send me HD from space why the hell cant VM send me a poxy signal down a cable , yes i was pretty pi**ed off this weekend , its been a nightmare trying to get them to fix this problem which i still dont know if it has, fingers crossed :-P

Beautifully put! Let's hope that this engineer has been properly briefed about new kit going in to meet demand. VM would have to do this around all their university conurbations - and the current chaos imndicates that's what they're doing.

OR (AND) - there was also a software glitch in their CMTS routers that would be a common cause error and which would be felt most in high subscriber areas. Then they would have to take out part of the local network, reassign users to what's left, fix it and put it all back to gether again. Let's say they take this opportunity also to upgrade from legacy kit to new kit .... and so it goes on. VM would be between the rock and the proverbial hard place. Whwen to do all this. And what lead time do they have from their suppliers? I'm not sure that VM have their maintenance scheme for spares adequately set up - I could be wrong because it's all based on reports of what 2nd line support have told forum members. But it rings very true to me. The fixes ara taking a heck of a long time for something that is VM's expertise area.

[Stephen]

I have been having 50MB issues in Glasgow since Wednesday and most of my Modem log looks similar to yours.

Having been through to faults and them not having a clue, I was lucky enough to get the tech that installed my modem last month and after he spoke to a couple of people there seems to be a known fault with the 50MB modems unable to sync to the network and VM are really trying to find out why along with help from the modem manufacturers.

Does your sync light flash quiet fast when it won't connect?

If so then constantly rebooting the modem will not help. Best just to leave it and it will eventually connect.

I found that out the hard way as I had no service on Wed, Fri and Most of Sat.

[83mjs]

Just to weigh in here - I'm in M20 (Withington, Manchester) - and had intermittent service last week, maybe an hour or 2 a night. This weekend just gone I had no service at all.

I was previously on 10MB - went for the 50MB upgrade 21st November 2009. Nothing but trouble since. Was supposed to have an engineer round on Saturday AM - didn't show up - apparently because they've elevated the problem to a higher level of support?!

I have now written to VM complaints and asked them to cancel the contract. Life is too short to spend on the phone to India complaining. I'd rather just get ADSL and get a slow connection - better than no connection at all!

[Bluffdemon]

I have been having 50MB issues in Glasgow since Wednesday and most of my Modem log looks similar to yours.



Does your sync light flash quiet fast when it won't connect?

If so then constantly rebooting the modem will not help. Best just to leave it and it will eventually connect.

I found that out the hard way as I had no service on Wed, Fri and Most of Sat.


Hi well yet again my net went down on sunday morning just as i posted my last msg in this thread :-(

My modem lights have been on and off like blackpool illuminations lol , most of the time what has been happening is that all the lights come on as normal on the modem but when its finished just the upstream ( up arrow ) would flash a little but no internet , if i leave it on like that the tick light would start flashing constantly , then that would stop and then the up arrow would be on and no flashing but then the down arrow would flash like mad and also the tick light would go out all very weird to me .

As you can see ive got connection this morning but i am not expecting it to work for long lol , so if the engineer comes today as promised and gets it fixed then great , if the engineer doesnt bother to come and no phone call and the net goes down then i think the wife wants to sack VM off and get a new isp next year in jan because this week and a half has been a joke and a nightmare ringing up all the dam time

[Bluffdemon]

Update :

Just had a senior engineer on the phone , basically what he said is there is a major problem here with the UBR and there are in the M20 and M21 area 120 people with this problem , Motorola the makers of the ubr did some work on it last night , and are testing to get it fixed , could be another week n' half before its all sorted .

[83mjs]

You've done well to get this information out of em! I struggle to get much help beyond "have your tried turning it off and turning it on again?".

So, thanks for sharing!

Hopefully they will get it sorted in the stated time frame; can't imagine how incredibly boring Xmas will be if I can't play Xbox Live during all that time off!

[Bluffdemon]

You've done well to get this information out of em! I struggle to get much help beyond "have your tried turning it off and turning it on again?".

So, thanks for sharing!

Hopefully they will get it sorted in the stated time frame; can't imagine how incredibly boring Xmas will be if I can't play Xbox Live during all that time off!


haha same here lol well my ps3 games online , and yeah i think ive been quite lucky in getting this info as ive had the same , " its your pc or its the router and no problems in your area " load of cobblers , but ive been on the phone almost everyday about this as sadly its the only way to get stuff done and filter all the naff info from the reliable stuff :-P

[Sephiroth]

Update :

Just had a senior engineer on the phone , basically what he said is there is a major problem here with the UBR and there are in the M20 and M21 area 120 people with this problem , Motorola the makers of the ubr did some work on it last night , and are testing to get it fixed , could be another week n' half before its all sorted .

You have to read between the lines on this info. You've got to ask yourselves what's happening to the other UBR. You're on a 50 meg circuit. Do your modem stats still show 4 bonded channels? If it only shows 1, then you're not on a Motorola UBR (IMO) and are crammed onto a legacy UBR (again IMO). There would be more than one of those UBRs but they would already have been load balanced (perhaps if VM were diligent) and now they're oversubsubscribed.

If you're on another Motorola UBR, then the overutilisation point stands but you have to wonder why one UBR isn't behaving like the other and why it is so complicated to fix. or is the bug such that you have to be taken down in speed for the other to keep working.

And why some UBRs and not others? There is still considerable mystery and really VM have kept it as close to their chests as they can get away with.

That's a fuller picture as it logically appears to me.

What do the brainios think?

[83mjs]

You have to read between the lines on this info. You've got to ask yourselves what's happening to the other UBR. You're on a 50 meg circuit. Do your modem stats still show 4 bonded channels? If it only shows 1, then you're not on a Motorola UBR (IMO) and are crammed onto a legacy UBR (again IMO). There would be more than one of those UBRs but they would already have been load balanced (perhaps if VM were diligent) and now they're oversubsubscribed.

If you're on another Motorola UBR, then the overutilisation point stands but you have to wonder why one UBR isn't behaving like the other and why it is so complicated to fix. or is the bug such that you have to be taken down in speed for the other to keep working.

And why some UBRs and not others? There is still considerable mystery and really VM have kept it as close to their chests as they can get away with.

That's a fuller picture as it logically appears to me.

What do the brainios think?

I've got to be honest, I've no idea what you're talking about! :p:

What would be sweet, is if someone from Virgin pulled their finger out a little bit and let me know what the devil is going on!

Anyway I live in hope. When it works, the service is great. I'm pretty disgusted with Virgin though, to be selling this 50MB service when the network so clearly can't handle it!

[Sephiroth]

I've got to be honest, I've no idea what you're talking about! :p:

What would be sweet, is if someone from Virgin pulled their finger out a little bit and let me know what the devil is going on!

Anyway I live in hope. When it works, the service is great. I'm pretty disgusted with Virgin though, to be selling this 50MB service when the network so clearly can't handle it!

Yeah - I know. This forum is sort of split three ways; (1) Those who don't and won't ever get the techie stuff but just want their service to be decent; (2) Those who want to understand what's going on and can sort of dihest this stuff; (3) The real brainios who outdo me when it comes to this stuff. I sometimes translate for them!

But a heck of a lot of people are learning that cable broadband is a mighty complex hardware, network and software job PLUS the need to invest properly to match marketing results.

[on in an hour!]

haha same here lol well my ps3 games online , and yeah i think ive been quite lucky in getting this info as ive had the same , " its your pc or its the router and no problems in your area " load of cobblers , but ive been on the phone almost everyday about this as sadly its the only way to get stuff done and filter all the naff info from the reliable stuff :-P

what about post #15? ;)

[merlintt]

I just rang virgin media and downgraded from 50 to 20 meg,never had any problems with online gaming on the 20 meg .

[83mjs]

I just rang virgin media and downgraded from 50 to 20 meg,never had any problems with online gaming on the 20 meg .

Presumably they tried to give you some spiel about entering into a 12-month contract on the 50 meg though? What did you say?! I'd love to downgrade but I tried last week and got nowhere with the ever-helpful customer services.

Did they refund you the installation fee for the 50meg too?

[merlintt]

they were pretty cool about cancelling,didn`t get my installation ffe back tho.

Still got the 50 meg modem,was told if i ever want to switch back it wouldn`t be a problem.

checked my speed and the downgrade is already in effect:D