Connection problems since around Wed 1st June - gaming

[heliconvan]

For my sins, I play world of warcraft on an east coast US server. Since moving house and going to virgin 50mb at the end of 2009 the service has been fairly stable, and for the last couple of months the connection has been excellent, a consistent 85-95ms 100% of the time, with no apparent packetloss or other problems. In the middle of last week (not sure when exactly as I wasn't home tues-wed), I started having problems - ping increasing by 50%-1,000% to 100-150, sometimes up to 1,000, with lock-ups and freeze>catch-up. Right now (11.30pm mon 6th June) for instance it is rising, up to 250 at the moment.

On Thursday I looked up the service status in my area (SE26 London) and saw that there were two issues posted:

'The following issues may be affecting some aspects of your Virgin Media Broadband service.

You will currently be experiencing intermittent connection issues on your broadband internet service. Our engineers are aware of this issue and are currently working to fix it fast. We apologise for any inconvenience this may be causing.
Date Issue raised: June 02 2011, 16:40
Estimated repair time: June 04 2011, 09:00
Fault reference: F001623798

You will currently be experiencing slow speeds on your broadband internet service. Our engineers are aware of this issue and are currently working to fix it fast. We apologise for any inconvenience this may be causing.
Date Issue raised: June 01 2011, 22:45
Estimated repair time: June 04 2011, 17:00
Fault reference: F001622620'


Over the weekend both the faults disappeared from the status, however the problems remain.

Here are some traces to the server:

Tracing route to 199.107.6.220 over a maximum of 30 hops

0 .cable.virginmedia.net [192.168.0.101]
1 10.242.20.1
2 bmly-core-1a-ae1-1170.network.virginmedia.net [81.100.0.249]
3 popl-bb-1a-as6-0.network.virginmedia.net [212.43.162.57]
4 195.50.91.69
5 ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
6 ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
7 ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]
8 ae-1-69.edge3.NewYork1.Level3.net [4.68.16.17]
9 att-level3.newyork1.level3.net [4.68.63.142]
10 cr1.n54ny.ip.att.net [12.122.81.126]
11 cr84.n54ny.ip.att.net [12.122.115.94]
12 gar20.n54ny.ip.att.net [12.123.2.13]
13 12-122-254-114.attens.net [12.122.254.114]
14 mdf001c7613r0004-gig-12-1.nyc3.attens.net [63.240.65.14]
15 * * *
Computing statistics for 350 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 .cable.virginmedia.net [192.168.0.101]
0/ 100 = 0% |
1 --- 100/ 100 =100% 100/ 100 =100% 10.242.20.1
0/ 100 = 0% |
2 7ms 0/ 100 = 0% 0/ 100 = 0% bmly-core-1a-ae1-1170.network.virginmedia.net [81.100.0.249]
0/ 100 = 0% |
3 11ms 0/ 100 = 0% 0/ 100 = 0% popl-bb-1a-as6-0.network.virginmedia.net [212.43.162.57]
0/ 100 = 0% |
4 21ms 3/ 100 = 3% 3/ 100 = 3% 195.50.91.69
0/ 100 = 0% |
5 25ms 2/ 100 = 2% 2/ 100 = 2% ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
0/ 100 = 0% |
6 89ms 0/ 100 = 0% 0/ 100 = 0% ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
0/ 100 = 0% |
7 95ms 0/ 100 = 0% 0/ 100 = 0% ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]
100/ 100 =100% |
8 --- 100/ 100 =100% 0/ 100 = 0% ae-1-69.edge3.NewYork1.Level3.net [4.68.16.17]
0/ 100 = 0% |
9 --- 100/ 100 =100% 0/ 100 = 0% att-level3.newyork1.level3.net [4.68.63.142]
0/ 100 = 0% |
10 --- 100/ 100 =100% 0/ 100 = 0% cr1.n54ny.ip.att.net [12.122.81.126]
0/ 100 = 0% |
11 --- 100/ 100 =100% 0/ 100 = 0% cr84.n54ny.ip.att.net [12.122.115.94]
0/ 100 = 0% |
12 --- 100/ 100 =100% 0/ 100 = 0% gar20.n54ny.ip.att.net [12.123.2.13]
0/ 100 = 0% |
13 --- 100/ 100 =100% 0/ 100 = 0% 12-122-254-114.attens.net [12.122.254.114]
0/ 100 = 0% |
14 --- 100/ 100 =100% 0/ 100 = 0% mdf001c7613r0004-gig-12-1.nyc3.attens.net [63.240.65.14]

Trace complete.

Modem information:

Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 306750000 298750000 314750000 N/A
Lock Status (QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N
Channel Id 101 100 102 N/A
Modulation 256QAM 256QAM 256QAM N/A
Symbol Rate (Msym/sec) 6.952 6.952 6.952 N/A
Interleave Depth I=12 J=17 I=12 J=17 I=12 J=17 N/A
Power Level (dBmV) -9.91 -9.36 -10.45 N/A
RxMER (dB) 34.77 34.63 35.42 N/A
Correctable Codewords 135985 668335 29151 N/A
Uncorrectable Codewords 737 693 592 N/A

Upstream

US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency (Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate (KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level (dBmV) 42.25 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 1 0 0 0

I don't know if the T4 timeout is significant; looking at the modem event log it appeas to relate to 'Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out'. There are others errors in the log as well.

On the traceroute, there is packetloss reported at hops 4 and 5 so clearly that's not good. I'm not sure exactly what's going on with the results on hops 8-14 but I think 10-14 are approaching the server.

Does anyone have any insights to share, or even, are there any other virgin customers who play WoW on US server having similar problems?

Thanks for all help.

[craigj2k12]

WoW is a known issue with VM recently, if you head over to the VM forums you will see the number of complaints, and you can also get a fault reference number

[heliconvan]

Thanks; I've seen the posts - but they seem to relate to different problems, for example total inability to log in, and (naturally) also seemed to largely relate to european servers. Also from what I've read, those problems seem at least partially fixed. It didn't seem like those problems were the same as mine.

[craigj2k12]

your downstream power levels are way low. do you have a forward path attenuator on the back of your modem? like this:

https://www.cableforum.co.uk/images/local/2012/01/98.jpg

---------- Post added at 23:48 ---------- Previous post was at 23:47 ----------

....if so, take it off

[heliconvan]

I also meant that mention that another traceroute programme is indicating that hops 10, 11 and 12 have 'alternate routes' with two IPs given for each hop. I've never seen that before - is it a problem?

[craigj2k12]

I also meant that mention that another traceroute programme is indicating that hops 10, 11 and 12 have 'alternate routes' with two IPs given for each hop. I've never seen that before - is it a problem?

those hops look like they could be new york routing servers, so they could easily change, so no problem

---------- Post added at 23:52 ---------- Previous post was at 23:51 ----------

those hops look like they could be new york routing servers, so they could easily change, so no problem

http://attens.net/

a t & t servers...

[heliconvan]

Thanks again. There is one of those attached, 20dB. I've read some guidance on downstream power levels which indicated that the range should be from -3 to +7. Presumably removing the attenuator would change the power level from -10 to about +10, which is closer to that range - but the ideal would be an attenuator at 10-15dB?

[craigj2k12]

Thanks again. There is one of those attached, 20dB. I've read some guidance on downstream power levels which indicated that the range should be from -3 to +7. Presumably removing the attenuator would change the power level from -10 to about +10, which is closer to that range - but the ideal would be an attenuator at 10-15dB?

around 0 would be best, around 0 to 2 probably optimum

yeah if you take the 20db fpa off you will end up with +10, if its the only attenuator you have, then you will probably be better with it off, if you could put a 10db fpa on, then it will probably be sorted, if not you will need an engineer to do it

[heliconvan]

OK - I'll see what happens without it, and then see about an engineer if needs be.

Thanks very much for your help Craig.

[craigj2k12]

https://www.reggaetreats.com/PRODUCTS/CAT-1003/S-CAT-1045/PD-1577.jpg

[Chrysalis]

your downstream power levels are way low. do you have a forward path attenuator on the back of your modem? like this:

https://www.cableforum.co.uk/images/local/2012/01/98.jpg

---------- Post added at 23:48 ---------- Previous post was at 23:47 ----------

....if so, take it off

I want that 15db beast, having a 10 with a 3db makes the cable stick right out at the back.

When VM guy turns up to fix phone (yes dead again) will ask if he has any.

[craigj2k12]

I want that 15db beast, having a 10 with a 3db makes the cable stick right out at the back.

When VM guy turns up to fix phone (yes dead again) will ask if he has any.

iv got a 10, 15 and 2 3's :D

[Charliedontsurf]

I want that 15db beast, having a 10 with a 3db makes the cable stick right out at the back.

When VM guy turns up to fix phone (yes dead again) will ask if he has any.

That kind of power coming into your property is crazy, you need you connection in the CAB changing to a lower power one.

[Chrysalis]

That kind of power coming into your property is crazy, you need you connection in the CAB changing to a lower power one.

the guy here just now said same thing.

After he fixed phone I asked if he could swap my 2 attenuators for a 15db and his reply was "get an engineer out for your power levels" "those shouldnt be used it needs fixing properly in the cabinet".