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View Full Version : Horrible connection: (CR4) High ping/packetloss

ViniM26
20-01-2010, 00:17
Ok, so i have been virgin media for several months now but since december my connection has gone from being almost rock solid, to absoutely disgraceful. Online gaming is absoutely horrible i have huge packet loss up/ random spikes to 1-2k ping.



Problems start around 5-6 pm in the evening, and can persist until well midnight onwards, i have called 151 endless times, i've had two technicians come to my house already, both added something to the back of my modem claiming too much power was going in, neither has fixed the problem. (each time i call it takes 1week+ for the next technician to arrive)


So 2 weeks pass, and they send a "level 2" technician or a engineer, not exactly sure what, but he came in the morning, when the internet is completely fine, he also said the people who put the things in the back of my modem did absoultely nothing, and that i should make another appointment in the evening, when the problem actually occurs. So he left... and now im expecting another engineer almost 1.5 weeks later (tomorrow)


So now its been almost 1.5 months and the problem still exists, soon i will be pulling my hair out


Here is a small list of ping tests, ive missed some days but i think you can see the problem


http://www.pingtest.net/result/7935691.png - 15/01
http://www.pingtest.net/result/7857907.png - 14/01
http://www.pingtest.net/result/7767018.png - 13/01
http://www.pingtest.net/result/7684787.png - 12/01
http://www.pingtest.net/result/7606839.png - 11/01
http://www.pingtest.net/result/7531494.png - 10/01
http://www.pingtest.net/result/7426684.png - 09/01
http://www.pingtest.net/result/7360277.png - 08/01
http://www.pingtest.net/result/7272461.png - 07/01
http://www.pingtest.net/result/7188388.png - 06/01
http://www.pingtest.net/result/7093107.png - 05/01
http://www.pingtest.net/result/7000872.png - 04/01
http://www.pingtest.net/result/6910123.png - 03/01

http://www.pingtest.net/result/6746997.png - 01/01
http://www.pingtest.net/result/6686760.png - 31/12
http://www.pingtest.net/result/6609475.png - 30/12
http://www.pingtest.net/result/6523561.png - 29/12
http://www.pingtest.net/result/6455228.png - 28/12
http://www.pingtest.net/result/6374120.png - 27/12

http://www.pingtest.net/result/6117622.png - 22/12
http://www.pingtest.net/result/6061310.png - 21/12
http://www.pingtest.net/result/6003136.png - 20/12


http://www.pingtest.net/result/5225630.png - 07/12

Problem dates back to 7th of december possibily even earlier... i dont want to link more of that here

Here is the stuff from the modem: i know the power going in is way too high, but the guy told me that shouldnt be a problem ?? confused??

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : removed
Serial Number : removed
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Item Status Comments
Acquire a Downstream Channel 299000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 30
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 24.7 dBmV
Downstream SNR : 39.5 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 25808000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 39.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Upstream Burst

Req Init Maint Per Maint Short Data Long Data (1) (3) (4) (5) (6)
Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 36 100 100 128 128
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 4 9
FEC Codeword Information Bytes (k) 16 34 34 76 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 7 0
Guard Time Size 22 48 48 22 22
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled


Also pathping

C:\Windows\system32>pathping www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.253.67]
over a maximum of 30 hops:
0 Vinith [94.169.181.168]
1 Vinith [0.0.0.0]
2 osr02croy-ge338.network.virginmedia.net [81.96.224.241]
3 pop-bb-b-ae2-0.network.virginmedia.net [195.182.178.86]
4 gfd-bb-a-so-010-0.network.virginmedia.net [213.105.172.137]
5 gfd-bb-b-ae0-0.network.virginmedia.net [213.105.172.6]
6 redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
7 212.58.239.249
8 212.58.238.149
9 te12-1.hsw1.cwwtf.bbc.co.uk [212.58.239.234]
10 www-vip.cwwtf.bbc.co.uk [212.58.253.67]

Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Vinith [94.169.181.168]
3/ 100 = 3% |
1 --- 100/ 100 =100% 97/ 100 = 97% Vinith [0.0.0.0]
0/ 100 = 0% |
2 71ms 6/ 100 = 6% 3/ 100 = 3% osr02croy-ge338.network.virginmedi
a.net [81.96.224.241]
0/ 100 = 0% |
3 64ms 7/ 100 = 7% 4/ 100 = 4% pop-bb-b-ae2-0.network.virginmedia
.net [195.182.178.86]
0/ 100 = 0% |
4 70ms 3/ 100 = 3% 0/ 100 = 0% gfd-bb-a-so-010-0.network.virginme
dia.net [213.105.172.137]
1/ 100 = 1% |
5 71ms 6/ 100 = 6% 2/ 100 = 2% gfd-bb-b-ae0-0.network.virginmedia
.net [213.105.172.6]
0/ 100 = 0% |
6 68ms 4/ 100 = 4% 0/ 100 = 0% redb-ic-1-as0-0.network.virginmedi
a.net [62.253.185.78]
0/ 100 = 0% |
7 79ms 7/ 100 = 7% 3/ 100 = 3% 212.58.239.249
0/ 100 = 0% |
8 88ms 4/ 100 = 4% 0/ 100 = 0% 212.58.238.149
0/ 100 = 0% |
9 78ms 4/ 100 = 4% 0/ 100 = 0% te12-1.hsw1.cwwtf.bbc.co.uk [212.5
8.239.234]
0/ 100 = 0% |
10 72ms 4/ 100 = 4% 0/ 100 = 0% www-vip.cwwtf.bbc.co.uk [212.58.25
3.67]

Trace complete.



Thanks in advance for any help.
Ignitionnet
20-01-2010, 00:21
It's not a signal problem it's congestion, not enough bandwidth to cope with the usage in the area, that is the only fault that will kick in every day during the evening then resolve itself in the early hours.
ViniM26
20-01-2010, 00:48
So is there somethign i can do about this? they keep claiming there is no problem with my modem bla bla, usual nonsense from their 151 support line, clearly there is a problem. I dont really have much faith in the engineer managing to actually fix/resolve the problem tomorrow, they have already failed 3 times to do so.
MagicUK
20-01-2010, 03:17
well ive had the 50mbit service over in sm6 area for 3 weeks now and speeds are great, downloading at 5mb if the places can support and speedtest and ping test all come back fine so id assume its something to do with congetion in your area, u tried o2bb if ya live close to the bt exchange in mitcham town centre?

http://www.pingtest.net/result/8304035.png (http://www.pingtest.net)

https://www.cableforum.co.uk/images/local/2010/01/51.png (http://www.speedtest.net)

il do one tom evening peak time too!
MagicUK
20-01-2010, 18:01
heres another one so as people say must be a contention issue in your area:

https://www.cableforum.co.uk/images/local/2010/01/48.png (http://www.speedtest.net)
Ignitionnet
20-01-2010, 18:16
So is there somethign i can do about this? they keep claiming there is no problem with my modem bla bla, usual nonsense from their 151 support line, clearly there is a problem. I dont really have much faith in the engineer managing to actually fix/resolve the problem tomorrow, they have already failed 3 times to do so.

Nothing you can do and nothing a local engineer can do. The second line supporton the newsgroups should be alright though. They should be able to flag your area for upgrade. The people who keep sending out engineers to you for congestion issues on the other hand should be flagged for a slap and a P45 or whatever the Indian equivalent is.

http://www.virginmedia.com/myvirginmedia/newsgroups/

Group is virginmedia.support.broadband.cable
fatassmichael
20-01-2010, 18:20
it appears he is on a 10 meg connection broadbandings.
Ignitionnet
20-01-2010, 18:22
it appears he is on a 10 meg connection broadbandings.

Ah thank you - I saw he was on overlay network kit and missed the modem config paste. Will edit.
Sephiroth
20-01-2010, 23:45
Ah thank you - I saw he was on overlay network kit and missed the modem config paste. Will edit.

BBings - I was the one who asked Vin to come here from the VM forum because I wanted to see whether you'd give precedence to congestion over the modem stats (24.7 dBmv downstream power). Which you did.

The engineer slapped a 15 dB attenuator on and the OP reports no change. So congestion it appears to be.
Ignitionnet
23-01-2010, 22:11
BBings - I was the one who asked Vin to come here from the VM forum because I wanted to see whether you'd give precedence to congestion over the modem stats (24.7 dBmv downstream power). Which you did.

The engineer slapped a 15 dB attenuator on and the OP reports no change. So congestion it appears to be.

Yep, high power levels don't decide to start affecting performance at peak times. I also noted the OP mentioning having attenuators fitted and it making no difference.