View Full Version : Request for Help!
Hey all,
First all this is my first post so if I've posted in the wrong place, please let me know / move the post.
I'll try to keep things as concise as possible;
The area I live in is KT2 6SU
I am currently on the 10Meg Virgin Media Medium TV, Internet and Phone Package.
For the last 4-5 days I've been having the following issue;
1. Webpages and normal browsing seem fine.
2. Youtube videos will stream at the speed I am used to then stop... until prompted to continue, which they do at normal speed again. If I don't prompt them, they will not continue streaming at all - no matter how long I wait.
3. Online games, such as TF2 run in to connection issues after about 1-2 minutes of play and I get auto disconnected (every time, different servers etc).
This is on a wired connection going from modem > router. The issue also seems to affect a laptop which is connected wirelessly.
It would be great if people could suggest any diagnostic tests which may reveal the problem.
Speedtest.net gave me these results;
Download: 8.65
Upload: 0.34
Ping: 25
Just at a bit of a loss where to start tbh so any help would be greatly received! :dunce:
*Edit: Just for a naff analogy it seems as though the internet connection "forgets" that it is in the middle of doing something and gets sidetracked.
Hi there,
To me these sound like symptoms of packet loss.
Have you tried the think broadband packet loss checker? See below if not:
http://www.thinkbroadband.com/ping/monitors/create.html
Another thing you can check are the levels on your modem. As you are a 10mb customer I assume you have a stand alone modem, therefore please browse to:
http://192.168.100.1
Post your power levels from the Upstream and Downstream sections. If these levels are out then it can cause intermittent connection issues which usually manifest themselves in the form of packet loss/intermittent disconnections etc.
Hey there - many thanks for the replies.
I've tried to create a profile from the first link but I don't know what to do next - I don't know how to start the testing etc.
Regarding the second link, it takes me to a page with some network statistics - I'm not sure what to do with that?
I'm sorry I'm not much help, but this is new to me. Help greatly appreciated :D
Take a screen print of the stats, open Paint and paste it, then save the file.
Then post the saved file, using the "Go Advanced" option, then use the "Manage Attachments" option
Take a screen print of the stats, open Paint and paste it, then save the file.
Then post the saved file, using the "Go Advanced" option, then use the "Manage Attachments" option
Many thanks!
Hopefully you'll be able to see this - I believe the graph is showing 100% packet loss which suggests that the router may need to be configured in order to get a true result?
Managed to do this if it helps?
http://www.pingtest.net/result/35163678.png (http://www.pingtest.net)
pip08456
21-02-2011, 22:16
Geez Hugh, complicated or what? Just click share live graph in TBB copy the full link, paste the link in either the quick reply or advanced. eg.https://www.cableforum.co.uk/images/local/2011/02/1.htmlhttps://www.cableforum.co.uk/images/local/2011/02/1.htmlhttp://www.thinkbroadband.com/ping/share-thumb/c2cf5d4bb1e24304d70932ecec866816.png (http://www.thinkbroadband.com/ping/share/c2cf5d4bb1e24304d70932ecec866816.html)
Let's see how big that is, eh?
pip08456
21-02-2011, 22:18
Let's see how big that is, eh?
Do you want it any bigger?
This is what I used to get though. When my IP changed I kept it running.http://www.thinkbroadband.com/ping/share-thumb/9c458a7214b986fd3ee92dce50fb0600.png (http://www.thinkbroadband.com/ping/share/9c458a7214b986fd3ee92dce50fb0600.html)
Thanks for the comments... I'll try to get more details/screen caps when I get home from work.
Do you think it's worth me calling Virgin up to arrange an engineer to booked? I'm sure you can tell that I am not network savvy.
Anyone have any theories why this has cropped up after a long period of being perfect?
Hey guys,
Thought I'd do what I can while I wait for help - this is the tracert result from the BBC site:
**EDIT** this is without my router - just the modem.
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Chris> tracert bbc.co.uk
Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:
1 8 ms 20 ms 8 ms [Mod edit - IP address removed]
2 9 ms 19 ms 38 ms nmal-geam-1b-ge131.network.virginmedia.net [81.9
6.225.173]
3 31 ms 9 ms 10 ms croy-core-1b-pc112.network.virginmedia.net [62.3
0.242.53]
4 21 ms 20 ms 9 ms popl-bb-1b-ae2-0.network.virginmedia.net [195.18
2.178.86]
5 57 ms 53 ms 11 ms glfd-bb-1a-ae4-0.network.virginmedia.net [213.10
5.159.61]
6 23 ms 11 ms 24 ms glfd-bb-1b-ae0-0.network.virginmedia.net [213.10
5.172.6]
7 31 ms 21 ms 30 ms glfd-tmr-1-ae5-0.network.virginmedia.net [213.10
5.159.46]
8 48 ms 14 ms 15 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.
185.78]
9 39 ms 35 ms 30 ms 212.58.239.249
10 33 ms 10 ms 13 ms 212.58.238.149
11 12 ms 36 ms 42 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]
Trace complete.
More info with just the modem:
Downstream Lock : Locked
Downstream Channel Id : 162
Downstream Frequency : 323000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 11.0 dBmV
Downstream SNR : 38.7 dB
More info with just the modem:
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 36.0 dBmV
Upstream Mini-Slot Size : 2
Now for some information with the Modem and Router connected:
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Chris>tracert bbc.co.uk
Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:
1 1 ms <1 ms <1 ms 192.168.2.1
2 30 ms 28 ms 23 ms [Mod edit - IP address removed]
3 22 ms 21 ms 8 ms nmal-geam-1b-ge132.network.virginmedia.net [81.9
6.225.177]
4 41 ms 48 ms 22 ms croy-core-1b-pc112.network.virginmedia.net [62.3
0.242.53]
5 37 ms 9 ms 19 ms popl-bb-1b-ae2-0.network.virginmedia.net [195.18
2.178.86]
6 40 ms 10 ms 43 ms glfd-bb-1a-ae4-0.network.virginmedia.net [213.10
5.159.61]
7 19 ms 37 ms 13 ms glfd-bb-1b-ae0-0.network.virginmedia.net [213.10
5.172.6]
8 12 ms 28 ms 11 ms glfd-tmr-1-ae5-0.network.virginmedia.net [213.10
5.159.46]
9 12 ms 13 ms 69 ms redb-ic-1-as0-0.network.virginmedia.net [62.253.
185.78]
10 11 ms 12 ms 15 ms 212.58.239.249
11 28 ms 53 ms 13 ms 212.58.238.149
12 37 ms 36 ms 10 ms virtual-vip.thdo.bbc.co.uk [212.58.224.138]
Trace complete.
More info with the Router and Modem:
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : **:**:**:**:**:**
Serial Number : 0014A4AA4995
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9
More info with Router and Modem
Downstream Lock : Locked
Downstream Channel Id : 162
Downstream Frequency : 323000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 11.1 dBmV
Downstream SNR : 38.4 dB
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 36.0 dBmV
Upstream Mini-Slot Size : 2
I removed the router from my setup and tried with modem only - this seemed to help greatly, however I suffered from a drop in performance - but at least I wasn't getting auto-disconnected or struggling too much streaming.
Does anything which I have posted above indicate a problem with the router? It is about five years old now so it could just be on it's last legs.
As always, help greatly appreciated :angel:
[QUOTE=FARGO;35180373
Downstream Receive Power Level : 11.1 dBmV
[/QUOTE]
You need to call up support as that is rather high and probably needs a engineer to adjust.
Dear Masque, many thanks for the reply!
I belive you're refering to the figure of the router and modem - do the figures look okay in the figures taken directly from modem only?
Incidentally, the Router is a Belkin Wireless G MIMO, if that helps.
craigj2k12
23-02-2011, 12:01
They won't change with a router connected. All the router does is give multiple devices connection to the internet through your modem
Hey Craig - cheers for reply.
I removed the router and plugged straight in to the modem - I was able to stream much better and wasn't automatically disconnected whilst playing online.
However, as soon as I put the router back in the setup, my troubles started immediately again.
The connection without the router wasn't perfect by any means, but nowhere near as bad.
:)
If there is anything else you guys and girls can suggest for me to try, theories etc, please let me know and I'll do my best to get more info/troubleshoot.
Currently it has been suggested that I should try to get an engineer out to check out the power results posted above.
Regards :)
Dear Masque, many thanks for the reply!
I belive you're refering to the figure of the router and modem - do the figures look okay in the figures taken directly from modem only?
Incidentally, the Router is a Belkin Wireless G MIMO, if that helps.
The is no difference really between the 2 levels call up and get some help.
The is no difference really between the 2 levels call up and get some help.
Many thanks - I'll give them a buzz after work and see what's what. I'll let you know what they say.
Thanks very much for your help :)
Many thanks - I'll give them a buzz after work and see what's what. I'll let you know what they say.
Thanks very much for your help :)
Keep us updated.;)
Just spoke to the Indian customer support line and discussed the essence of the above information.
I called to request an engineer on the suggestion that my downstream receive power level isn't quite right.
The support chap wouldn't offer help other than "turn it off and on again". He said that I have to call back when the connection drops out again... which isn't really the issue. He wouldn't allow me to request an engineer at all...
Suggestions?
---------- Post added at 19:01 ---------- Previous post was at 17:54 ----------
**update**
Called again and got through to UK based help team.
Engineer booked.
The maximum downstream receive power level in my area should be 6. Mine's a bit off.
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