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Standard User Derisive
(newbie) Thu 11-Apr-13 16:17:32
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Virgin Media 1 - Customer 0


[link to this post]
 
Are anyone else being totally and completely f**ked around by VM? (I tried to keep it clean, but when it comes to VM they bring out all my rage).

In Nov 2011 I started getting awful speeds, high pings and packet loss all day everyday. They'd tell me it'd be fixed in Feb... In Feb they told me it had been put off till May, in May they told me it would be fixed in Aug, in Aug they told me it'd be fixed in Nov... suprisingly in November it was actually fixed. I was on 50 meg at the start of it all but to try and "fix" the low speeds they bumped me to 100 meg at some point, it didn't make a difference but they left it since they were doubling everyones speeds anyway.

So, after having my internet restored in Nov 12 I started noticing problems again in Feb 13. I rang up and spoke to your average faults department employee who said their was a high utilization fault and it would be fixed in March. So, beginning of April I rang up to see if it was fixed and spoke to a helpful fellow, who said that the fault was still there and had a new ETA Fix Date of June 13. But, he said in his honest opinion he has seen this situation before (and so have I, last year) and it usually takes a lot longer for VM to fix their problems and I'd be looking around an actual ETA Fix of September. He also recommended dropping to 30 meg package as I probably won't see more than that until the fault is fixed. He also said that, "I'm on a server with 140 other people and at most times during the day 94% of the bandwidth is being used which is unusually high" - Now I've never worked for an ISP so don't know about those servers but I'm aware of the common knowledge that VM oversubscribe their networks.

Now, one thing to notice he also mentioned that I probably wouldn't see 100 meg for more than a few hours a day and that is why he recommended downgrading. But all throughout yesterday I was running speed tests, both using TBB (I'll post image at the bottom) and Speedtest.net... the average I would say was around 9 meg with the max on speedtest being 9.05. These tests were between 2pm and 4am and even at 4am I couldn't get more than 10 meg. Sometimes it is so bad that I can't even watch a youtube video in 480p without it buffering every 5 seconds, even the speedtests often fail because they can't complete the initial ping/latency test.

I've rang and spoke to VM today and downgraded to 30 meg, but if they can't even give me 10 meg I'll be ringing each month and only paying 1/3 of my bill. The dilema I'm having is that the only other ISP's I can get in my area can only provide an estimated 6 meg connection, so don't really want to switch. If BT had infinity in my area I would have switched over a year ago, but they don't even have any rollout plans for my area which I think is weird. They don't have any rollout plans for the exchange close to the city centre either but all the other areas are already accepting orders.

TBB Speed Test:
http://www.thinkbroadband.com/speedtest/button/13656...

Standard User leexgx
(member) Thu 11-Apr-13 23:19:20
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
can you use http://www.thinkbroadband.com/ping and maybe http://f8lure.mouselike.org as well

what are your modem stats like (upstream and downstream power levels) http://192.168.100.1 (top right status if your on the super hub as you likely are) and what is you upload speed

on the upstream do you have 2 upstream channels or only 1, if you only have 1 that will be your issue that the upstream is maxed out on the channel ID your on, the only fix will come when they turn on dual channel upload (your download speeds are been affected by the upload that is high utilization that is making download go slow due to packet loss or high ping)

but as noted it not be the download speed that is slow its the upload speed that is giving you all the issues and buffering issues will be due to packet loss on the upstream, until your area is upgraded to dual upstream channels, BT is the only way to resolve this issue or tell every person who lives around you to stop using P2P software as its braking the network

Standard User Derisive
(newbie) Fri 12-Apr-13 01:09:38
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
http://www.thinkbroadband.com/ping/share/1489f0a98e2...

Above is the live graph, it actually seems quite good today my minimum ping is usually a very straight line around 17-18 ms but it has actually been fluctuating down to about 15ms. I have been disconnected from games and have been rubberbanding on occasion, that'll most likely be the packet loss.

Downsteam has 5 channels DS1 - DS-5, power levels are 4.3, 4.7, 4.5, 4.3 and 4.2 respectively.
I have 2 upstream channels US-1 and US-2, power levels are 50.3 dBmV and 51.5 dBmV respectively.

The upload speed I had was 5 meg (but as you can see from the TBB speed test I'm getting about 1.5). The 120 meg package is supposed to have 12 meg upload but they haven't increased peoples speeds yet, they'll probably do that in September when they do work on their network.


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Standard User leexgx
(member) Fri 12-Apr-13 02:15:04
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
when is the lat time you rebooted the no so superhub as well are you using it in modem mode or router

if the wireless is used a lot or the router has been on for some time you get incorrect ping results in BQM after some time (ramping pings) your router looks like its in the broken ping state

like this superhub http://www.thinkbroadband.com/ping/share/de13752a7ba...
(i rebooted it at 0:22 the day of this post you see ping is now normal again after the red bit as that was the router rebooting)

compared to this http://www.thinkbroadband.com/ping/share/d3964096eba... one that is quite bad (does not affect normal traffic thought just the ping starts to go slow)

Edited by leexgx (Fri 12-Apr-13 02:23:47)

Standard User Derisive
(newbie) Fri 12-Apr-13 04:05:45
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
I've rebooted them yesterday and today. The superhub has modem mode disabled... just so you know my setup, I have an ethernet from Superhub Port 1 going into my Killer Xeno Pro Network Card and another ethernet from Superhub Port 2 going to a netgear router (I don't have the energy to look up the model at the moment) but the settings are all good, I've been using the settings for years and I have no problem getting high speeds when VM's network is up for it.

Speedtest from when I got my speed "doubled" to 120 Meg:
http://speedtest.net/result/2395067024.png

The wireless is barely used, I have my phone connected to the wifi, but other than that it's only really used when my sister comes round with her laptop.

P.s. I've just restarted both the superhub and router again, will have to wait a while to see if the BQM is affected at all (the graph I linked was live, so you should be able to see it using the original link)

Standard User Derisive
(newbie) Fri 12-Apr-13 18:26:05
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
Looking at the BQM (I restarted superhub & router at about 4am), but at about 3pm the internet cut off and the minimum latency seemed to reset itself but I got a ton of packet loss and I can barely load webpages or anything.

I tried to run speedtest.net, I'd always get low pings between 5-15 and a download speed between 2-9 mb/s but the upload would often fail and tell me to retry the test again. One of the tests finally finished to give me a result, but a result I'm a little confused by:

http://www.speedtest.net/result/2641335773.png

How can I have an upload speed of exactly zero?

Also, I've just looked @ SuperHub stats again and I now only have 1 downstream channel power level -9.2 and 1 upstream channel power level 50.5 with 13 T3 Timeouts. Where did my other 4 downstream channels and 2nd upstream channel disappear to? O.o

Edited by Derisive (Fri 12-Apr-13 18:59:09)

Administrator MrSaffron
(staff) Fri 12-Apr-13 19:19:22
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
Try our test http://www.thinkbroadband.com/speedtest.html it will give you graphs of the throughput which auto scale so even if small speeds we should get something

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Derisive
(newbie) Fri 12-Apr-13 19:36:38
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Re: Virgin Media 1 - Customer 0


[re: MrSaffron] [link to this post]
 
I've tried it a few times today, I usually can't get past stage 2/3.

After your post I tried again, just for good measure, after about 10 minutes or so it is still on stage 3 saying "Please wait this will take a second"

Standard User Derisive
(newbie) Fri 12-Apr-13 22:14:27
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Re: Virgin Media 1 - Customer 0


[re: MrSaffron] [link to this post]
 
I spoke to VM and they said there was a different fault in the area, just affected my road and that an engineer was working to fix the problem by 9:25 pm. Still had no luck running the test so restarted the superhub and PC and it's actually managed to complete a test now.

http://www.thinkbroadband.com/speedtest/button/13658...

http://www.speedtest.net/result/2641804880.png

Standard User leexgx
(member) Sat 13-Apr-13 19:44:30
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
the upload test coming back as 0 is likely it failed to run the upload test

this does not typical virgin media congestion as its too Flat on Both tests and why have you got 2 routers or is the other device an 4-8 port Switch (the superhub is an router/modem)

as you're getting 10mb down and 1.5mb up (rounded up), thats is your what your superhub set to, in Operation config what speed is it set to on the downstream and upstream, your ping on BQM seems to say it is high utilization thought (lots of yellow and Green is not flat)

or you have set you network card to 10mb or that network card you have got in your pc is rate limiting to speed to 10D / 1.5Up

still even at that speed it should be enough to stream youtube ok as long as there is not any packet loss

Edited by leexgx (Sat 13-Apr-13 19:50:53)

Standard User Derisive
(newbie) Sat 13-Apr-13 21:35:59
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
I have the 2 routers as I use the superhub as a modem only, not a router. I had the netgear router from when I had one of VM's old modems that didn't have wireless built in. When I got the superhub the engineer fitting it actually said "I'd use your netgear router to be honest, it will be better than the superhub" and I found that to be true. Better signal and speeds from my own router.

In reply to a post by leexgx:
as you're getting 10mb down and 1.5mb up (rounded up), thats is your what your superhub set to, in Operation config what speed is it set to on the downstream and upstream, your ping on BQM seems to say it is high utilization thought (lots of yellow and Green is not flat)


Downstream Service Flow:

Max Traffic Rate 33000000 bps
Max Traffic Burst 3044 bytes

Upstream Service Flow:

Max Traffic Rate 2058000 bps
Max Traffic Burst 8160 bytes
Max Concatenated Burst 8160 bps
Scheduling Type BestEffort

In reply to a post by leexgx:
or you have set you network card to 10mb or that network card you have got in your pc is rate limiting to speed to 10D / 1.5Up


This. I've not updated my network card drivers for months (as there hasn't been any) and it has always been set to 100 Down / 5 Up but when you mentioned it I just looked and it was set to 10 D / 5 U. I ran a speed test on 4th April and got 80 down so the settings were correct at that point. Don't know why it has changed by itself at some point in the last 9 days O.o

Latest speed tests since updating the network card from 10 down back to 100:

http://www.thinkbroadband.com/speedtest/button/13658...

http://www.speedtest.net/result/2643852341.png

Standard User leexgx
(member) Sun 14-Apr-13 00:02:19
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
little confused why are you bothering to do speed tests if your network card was set to 10mb ?, you probably find now that 100mb or 120mb profile on your modem will work again, But your netgear router might not be able to handle it (as to why i got the E3200 as it can do 400-500mb/s on the wan port, as my other two routers was rock solid but cant do more than 40mb or 70mb)

i also missed the part when you downgraded to 30mb (i have seen it now)

Edited by leexgx (Sun 14-Apr-13 00:06:02)

Standard User Derisive
(newbie) Sun 14-Apr-13 00:26:27
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
Did the speed tests to check that VM are actually providing me with higher than 10 meg download (If you recall in my first post, VM tech support told me I wouldn't see more than 10 meg till september due to fault(s)).

This diagnosis does make me feel bad though. Discovering my network card settings had changed has put a lot of the fault on me and not VM. I might call them next week to re-upgrade to the 120 meg, speed test and see if I can achieve it again. From my experience in the past, the fault affects the quality and reliablity more than the actual speed.

Standard User leexgx
(member) Sun 14-Apr-13 03:42:28
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
Killer Xeno Pro Network Card has loads of options (that are really pointless if you're using an router, best to just use it as an network card in that case) so it can be easy done as it has an options that allows you to limit the speed

thats how i could tell once you posted the full TB speed test as it shows the speed as an line as well so it did not look like an VM issue (more so it saying 9.8mb/s would sow that it is the network card that is limited the speed), if it was VM with heavy congestion you see lots of up and downs or the test would not Flat line

with virgin it works or it badly works, as your area has the dual channel upgrade the ping issue should of gone, what make and model is the router and version as well as it could be affecting the ping monitor

as most routers under £50-100 routers (new) are not up to handling 120mb (most only have 100mb WAN and LAN ports, if it does have 1000mb ports most top out at 50-80mb/s), i got an Linksys E3200 (with the Stupid CTF disabled as it caps the speed to 85mb when it is enabled, enabled was the default setting) and that is happily humming along at 120mb and 12mb up, on TB speed test single threaded speed seems caped at 64mb/s but the Multi stream part of the test top's me line out as expected

just making sure that Your network card is Plugged into the netgear Router not the Superhub (if it is the Superhub can't be in modem mode as only 1 port works when it is)

too bad you can't correct your sig as the speed test you did was incorrect due to your network card, why you should run the test on other Wired laptops or desktops with 1000mb ports (if the router you have got has 1000mb ports)

maybe the Site admin man could remove your sigs and maybe that speed test as it was invalid

Edited by leexgx (Sun 14-Apr-13 03:46:15)

Standard User Derisive
(newbie) Sun 14-Apr-13 04:42:55
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
I don't use a lot of the settings to be honest, the speed setting was the main one and other than that really just make sure that games are at #1 priority.

The router is the Netgear WNR2000 (Which states it supports speeds of up to 300 Mbps)

I should check things before I post too. My old setup was a loop, so I had Superhub going to WNR2000, then an ethernet coming from WNR2000 back to PC - This was when Modem mode was enabled. At some point I had reset the superhub to it's default settings and Ports 2-4 became available so I connected Port 1 direct to network card and Port 2 to WNR2000.

I changed my sig to reflect current status, I'm assuming from your post it won't backdate to update my previous posts.

Standard User leexgx
(member) Sun 14-Apr-13 04:50:48
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
it lacks 1000mb ports before i even goggled it i know as i used to own that router (end up collecting 3 of them from customers that i binned as they had random issues)

use the superhub in 140mb mode, Fixed wireless channel 1, 6 or 11(use your phone to work out what wireless channel is free, WiFi analyser in google play store) Auto setting can make wifi devices get confused some times (ie they not connect to the router after 1-48 hours), disable the built in firewall as well and enabled Ping so you can monitor it

or get an new router, i can say the E3200 is good i had issues with CTF been enabled by default limits speed to 85mb but once Disabled it works at full speed, and i Think there may be an small issue with 2.4ghz as well cant remember what it was now (i edit later on) but i got my trusty Edimax router running my 2.4ghz network and the Linksys running the 5Ghz network both with the same name (my phone switches between 2.4ghz and 5ghz with no loss of connection)

max 200 connections as well, 90mb/s ish seems its best speed it can do

http://www.smallnetbuilder.com/wireless/wireless-rev...

300mb is only for wireless it has nothing to do with LAN or WAN speeds
with 100mb ports is silly for 300 "draft" N product (real world it can only do about 50-60mb any way on 144 mode or 300)

Edited by leexgx (Sun 14-Apr-13 05:27:17)

Standard User Derisive
(newbie) Mon 15-Apr-13 08:21:17
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Re: Virgin Media 1 - Customer 0


[re: leexgx] [link to this post]
 
I tried the superhub wireless and the WiFi Analyser (both were on channel 1 and both had the same signal strength) and the only other wireless signal active at the time was on channel 6. I didn't run a speedtest on my phone as I didn't have the storage space for any more apps but like I said, I don't often use the wireless so I can't see it making a big difference.

I plan on ringing VM today or tomorrow to test the 120 meg connection again - I know I can get the speeds, but the recent BQM meters seem better on the 30 meg. I'm not sure if they are on different networks or what have you. Could the 120 meg be the only one suffering from the "high utilization" affecting my game pings / packet loss?

Standard User leexgx
(member) Fri 19-Apr-13 00:17:57
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Re: Virgin Media 1 - Customer 0


[re: Derisive] [link to this post]
 
on virgin the only difference between 30mb and 120mb is what the modem profile is set to (the superhub could do 400mb ish)
so been on 30- or 120 should be not much difference as all that changes is the profile that is Limiting the speed to (whatever you are paying for)

its all the same network unless you're on the older 20mb cable modem then that is an completely different network (DOCSIS 1), the superhub is DOCSIS 3 (upstream is Docsis 2 still) personally i had 0 issues with the older docsis 1 network (no packet loss or mad pings, i have had plenty with docsis 3 network (high pings/ packet loss/high jitter)

with VM 30mb is 30mb or 120mb is 120mb as long as they're not running the Coxa/Customer side of the cab hot, then you start seeing high pings and peak time packet loss (more then 1%, i would ignore the blips on ping monitor) note though most of the issues with VM is the Upstream gets to high utilised so ping starts to go higher and then the network starts dropping packets (you got to think of VM network Like wifi to many activity on one channel it starts to get to the point that it starts to brake to the point its not useable)

its not the same as ADSL or BT FTTC/VDSL where distance determines speed, but you do normally get whatever speed you're adsl/FTTC modem locks onto normally as each person basically gets there own pipe thats not shared and packet loss is normally not an issue on ADS/FTTC most of the time

what VM need to do is Bring the FTTN cab (the Big ones the smaller cabs are just repeaters) to the Street level as One street can't overload the node but 10 streets can

Edited by leexgx (Fri 19-Apr-13 00:28:21)

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