50M : Think Broadband Ping Monitor Results (POST YOURS)

[trikz]

Just to let you know my area was under very very high utilisation and the reporting tools to check the line were broken so they couldn't detect it. However I have a fault reference number now so I hope they'll give me a date soon of when it'll be fixed. I'll post a graph of comparison after the fix

[ileikcaek]

Mine has been fairly ok in recent times though I really don't like how much jitter there is on the minimum latency, It's been like this since they bonded so could be a side effect of that but it really did used to be a constant flat line a few ms lower than it currently is! my graphs minimum latency appears to go down at peak times and raise during the quiet times which seems odd.

[Qtx]

Originally Posted by trikz

I'm on 100mb and have reported that i've received bad latency gaming in the evenings and they just fobbed me off saying their was healthy utilisation in my area, I really wonder what he meant by healthy?

Originally Posted by trikz

Just to let you know my area was under very very high utilisation and the reporting tools to check the line were broken so they couldn't detect it. However I have a fault reference number now so I hope they'll give me a date soon of when it'll be fixed. I'll post a graph of comparison after the fix

Saying utilisation is healthy or not an issue only to turn around and say there is high utilisation a few days later, is something the Virgin forum staff seem to do on a daily basis. Even when the TBB graphs provided and the description clearly pointed to it in the first place. I have to wonder why they do that as it is either misleading or outright lying.

[Kushan]

Originally Posted by Qtx

Saying utilisation is healthy or not an issue only to turn around and say there is high utilisation a few days later, is something the Virgin forum staff seem to do on a daily basis. Even when the TBB graphs provided and the description clearly pointed to it in the first place. I have to wonder why they do that as it is either misleading or outright lying.

Poor training is the answer. The people you talk to on the phone are NEVER instructed to lie or mislead about something, they tell you what they see on their screen. The problem is, the training (particularly for offshore) isn't great and many of them don't know how to read the outage page correctly. It involves bringing up the customer's modem in one tool, reading the correct upstream and then searching for that on a different tool (the outage "communicator").
The problem is that what's on the outage communicator isn't always in the same format as the other tool, so a quick ctrl+f doesn't always match. Sometimes, multiple tickets get combined because they're from the same issue but only the details of the "first" ticket gets listed, so it requires digging for the operator to find - many of them don't know how to do this or just can't be bothered. Sometimes, multiple issues are raised as separate tickets for the same area so many agents will just report the first one they find (which may be utlisation when there's also a fault somewhere, for example). There's loads of reasons for it, but the main one is the training documentation is **** poor.

[Qtx]

My comments were in relation to virgins forum staff who I believe are uk based. They are able to check utilisation levels as far as I can see. The call centres are another story altogether.

What I took from your last post is that virgins system is not optimised in the best way for some areas of broadband support. Making a few changes to the system alone could make a huge difference to the amount of information available and in a shorter time, which would benefit all parties

[Kushan]

Originally Posted by Qtx

My comments were in relation to virgins forum staff who I believe are uk based. They are able to check utilisation levels as far as I can see. The call centres are another story altogether.

What I took from your last post is that virgins system is not optimised in the best way for some areas of broadband support. Making a few changes to the system alone could make a huge difference to the amount of information available and in a shorter time, which would benefit all parties

The call centres can check utilisation as well, they have access to all the same tools (bar actual telnet access to the UBR's themselves), like I said it's mostly a training thing.

You're not wrong though, there's any number of small changes that would streamline the whole operation, but there's so much red tape involved in changing ANYTHING that it's not even funny. Even the training documents. I was quite good friends with some of our trainers and they begged and pleaded numerous times to update the documentation. One of two things would happen - either they'd just get told no, or they'd get told "sure, go ahead and we'll review the changes", then when the changes came back, someone further up the chain will have dumped everything and made slight modifications to the OLD training documents.

It was quite absurd, really.

[qasdfdsaq]

Originally Posted by morley04

Where in LE3 are you as I notice you're graph says " Bonded US "

James Bond(ed)?

[Wiggz]

Mine has been just....well, just shocking the last few days! Although it's my fault for wanting to use my machines at times other than 2am to 6am!!!

Look at that bloody packetloss!

[Sephiroth]

Could the packet loss be upstream noise Your stats might tell, especially if uostream power was fluctuating.

[morley04]

Thanks Just got 6DS and 2US in LE3 3 today

[Wiggz]

Originally Posted by Sephiroth

Could the packet loss be upstream noise Your stats might tell, especially if uostream power was fluctuating.

Hi pal...where would I tell that? I've just tried JDAST and that's flying through

What should I look for.

[Chrysalis]

Originally Posted by babis3g

same here after few days gone back up, then after 1-3 weeks gone down again
seems they will load balance it (or whatever they doing) by time

also now getting constant packetloss (which I didnt even get before the work) and regular outages.

[Sephiroth]

Originally Posted by Wiggz

Hi pal...where would I tell that? I've just tried JDAST and that's flying through

What should I look for.

Post your superhub network stats by accessing on your browser 192.168.100.1 if you're in modem mode or 192.168.0.1 if you're in router mode.

In the top left hand corner of the screen there's a link marked "Router Stats". You can copy and paste the stats from there. Don't worry about the formatting if it seems scrambled.

[Chrysalis]

[Wiggz]

Jesus Chrys.....not good...I spoke to VM on Twitter and got sent to a video page asking me to check my Wireless signal...interesting seeing as I'm Wired....#numptys.

Seph, I have a router status page which then gives me a bunch of options such as status, info, upstream etc...I've pasted "Upstream"

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 Hz N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation QAM16 N/A N/A N/A
Symbol Rate (Sym/sec) 5120000 N/A N/A N/A
Mini-Slot Size 128 N/A N/A N/A
Power Level (dBmV) 45.3 dBmV N/A N/A N/A
T1 Timeouts 0 N/A N/A N/A
T2 Timeouts 0 N/A N/A N/A
T3 Timeouts 0 N/A N/A N/A
T4 Timeouts 0 N/A N/A N/A