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jeevan1976
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Intermittent Ping fluctuations

Hello all I have been a long time Virgin Media Broadband customer (since before when they were Telewest Blueyoneder etc)

 

The connection has been great but for the past few months I have seen very poor intermittent ping fluctuations  which makes FPS gaming such as quakelive very frustrating.


When I call Tech support they basically just fob me off.  Their standard response seems to be go away and try again in a few days and it will all be good.  Just wanted to share some tracerts.  The timestamp for this is 17/05.2015 @ 21:20

 

C:\>tracert 94.76.229.7

Tracing route to quakelive.london.i3d.net [94.76.229.7]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1]
  2    19 ms    25 ms    44 ms  10.31.56.1
  3    14 ms    36 ms    40 ms  brnt-core-2a-xe-023-0.network.virginmedia.net [80.2.147.169]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8   111 ms   167 ms   181 ms  nrth-bb-1b-ae0-0.network.virginmedia.net [62.254.42.130]
  9   117 ms   139 ms   169 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
 10    27 ms    29 ms    29 ms  the-linx.as29550.net [195.66.224.223]
 11    33 ms    28 ms    30 ms  ae1-cr0.rdg.as29550.net [91.186.5.250]
 12    42 ms    33 ms    32 ms  b.3.magic-hex.as29550.net [92.48.95.62]
 13    34 ms    26 ms    29 ms  quakelive.london.i3d.net [94.76.229.7]

Trace complete.

Then a few seconds later..

 

C:\>tracert 94.76.229.7

Tracing route to quakelive.london.i3d.net [94.76.229.7]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1]
  2    15 ms    15 ms    22 ms  10.31.56.1
  3    44 ms    39 ms    35 ms  brnt-core-2a-xe-023-0.network.virginmedia.net [80.2.147.169]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    19 ms    16 ms    18 ms  nrth-bb-1b-ae0-0.network.virginmedia.net [62.254.42.130]
  9    28 ms    21 ms    20 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
 10    30 ms    33 ms    27 ms  the-linx.as29550.net [195.66.224.223]
 11    26 ms    29 ms    24 ms  ae1-cr0.rdg.as29550.net [91.186.5.250]
 12    43 ms    26 ms    31 ms  b.3.magic-hex.as29550.net [92.48.95.62]
 13    27 ms    30 ms    50 ms  quakelive.london.i3d.net [94.76.229.7]

Trace complete.


Notice hops 8 and 9? they are all over the place... 

 

Even with hop 3 I am expecting timings of 10-20ms not 40ms!

 

Here is a summary of 1000 pings to show the kind of connectivity I am getting in-game;

 

C:\>ping -n 1000 94.76.229.7

Pinging 94.76.229.7 with 32 bytes of data&colon;
Reply from 94.76.229.7: bytes=32 time=31ms TTL=50
Reply from 94.76.229.7: bytes=32 time=30ms TTL=50
Reply from 94.76.229.7: bytes=32 time=104ms TTL=50
Reply from 94.76.229.7: bytes=32 time=132ms TTL=50
.
.
.
Reply from 94.76.229.7: bytes=32 time=585ms TTL=50
Reply from 94.76.229.7: bytes=32 time=386ms TTL=50
Reply from 94.76.229.7: bytes=32 time=385ms TTL=50

Ping statistics for 94.76.229.7:
    Packets: Sent = 1000, Received = 999, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 24ms, Maximum = 828ms, Average = 167ms

Pretty awful when the ping range is 24ms-828ms and average is the lind of latency one would expect when connecting to a server in West Coast USA not  a local London server.

 

My area reference is 21 (postcode UB5).  Could someone explain what is going on as Tech support do not seem to take this very seriously at all and I'm close to cancelling to see if BT Infinity would be any better.


Thanks,

 

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Message 2 of 13
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Re: Intermittent Ping fluctuations

Hi jeevan1976

 

Thanks for posting and welcome to the forum.

 

I'm sorry to hear of the slow speeds and high ping times you are experiencing when playing Quake Live.

 

Thanks for providing trace routes. The trace routes look good that you have posted. ICMP packets are low priority which would explain the delay sometimes, the important thing is that it reaches the destination ok and does not keep climbing from there.

 

There is a ticket linked to your cable for peak time contention under reference F003512701 which would explain any issues around these times. The estimated review date is June 10th.

 

There are also issues showing with the upstream power levels which would also cause a problem. I will drop you a private message (red envelope, top left corner) to arrange an engineer visit and get these adjusted.

 

You can  contact our customer services team on 150 from any Virgin Media landline or 0345 454 1111 to arrange a loss of service credit quoting the fault reference reference. 

 

Thanks


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YoungHooli
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Re: Intermittent Ping fluctuations

Ty_S or any other forum beings Smiley Happy

 

Did a review of ticket F003512701 ever take place in the end. I'm seeing streaming issues and drop outs to certain destinations when going via the Brent core network node 2a

 

brnt-core-2a-xe-023-0.network.virginmedia.net (80.2.147.169)

 

but never when going via node 2b

 

brnt-core-2b-xe-023-0.network.virginmedia.net (80.2.147.177) 

 

I was going to setup a ping and trace tool on my pi to see how often they happen, but it's pretty constant throughout the day and early hours of the morning. Was just happening 30 minutes ago.

 

Pings to node 2a drop at the same time as 4od and itv player drop out. I don't seem to have issues if my routing isn't through node 2a.

 

Any thoughts would be helpful, cheers

 

 

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Re: Intermittent Ping fluctuations

Hi YoungHooli!

 

Welcome to the forum Smiley Happy Ticket F003512701 did have it's review date, extra downstream channels were added in June which has helped ease some of the peak time contention. The next review date for this ticket is 09/12/2015.

 

That's a shame to hear of the problems that you are experiencing Smiley Sad It appears a ticket for peak time contention is linked to your account but this is under reference F002680497. the estimated review date for this ticket is 27/01/2016. We can certainly take a look into the disconnections for you. Is it possible for you to post a trace route for us to have a look at? 

 

Thanks 

 

 


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YoungHooli
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Message 5 of 13
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Re: Intermittent Ping fluctuations

Ty_S,

 

Thanks for replying, that's much appreciated. The email address you may be looking at on my account isn't the location that I currently live at.

 

Traceroute should be able to help you pinpoint me, below:

 

EgglyBookPro:~ andy$ traceroute bbcredux.com

traceroute to bbcredux.com (85.158.40.3), 64 hops max, 52 byte packets

1  10.31.56.1 (10.31.56.1)  11.000 ms  9.217 ms  10.327 ms

2  brnt-core-2b-xe-023-0.network.virginmedia.net (80.2.147.177)  10.780 ms  11.253 ms  10.092 ms

3  * * *

4  * * *

5  brnt-bb-1a-ae1-0.network.virginmedia.net (62.254.42.194)  79.097 ms  11.331 ms  10.938 ms

6  tclo-ic-2-ae0-0.network.virginmedia.net (212.250.14.202)  12.628 ms  12.721 ms  11.495 ms

7  linx-226-gw.thdo.bogons.net (195.66.236.228)  10.457 ms  10.940 ms  11.862 ms

8  sw-b1-vl2555.thdo.bogons.net (193.178.223.148)  20.034 ms  18.249 ms  11.159 ms

9  www.bbcredux.com (85.158.40.3)  11.825 ms  12.839 ms  12.208 ms

 

an another one for good measure

 

EgglyBookPro:~ andy$ traceroute virginmedia.com

traceroute to virginmedia.com (212.250.162.12), 64 hops max, 52 byte packets

1  10.31.56.1 (10.31.56.1)  11.224 ms  16.171 ms  9.844 ms

2  brnt-core-2b-xe-023-0.network.virginmedia.net (80.2.147.177)  27.028 ms  8.326 ms  11.184 ms

3  * * *

4  * * *

5  * * *

6  brhm-bb-1b-ae0-0.network.virginmedia.net (62.254.42.106)  22.395 ms  14.912 ms  14.251 ms

7  winn-dcore-1b-tenge100.network.virginmedia.net (212.43.163.138)  16.508 ms  85.612 ms  16.264 ms

*it carries on to nothing*

 

I notice how they are both going via 2b node. The pings dropping is the worst, a cursory glance at the pings results now, seems .169 isn't dropping. Before I went away for the weekend and I posted this, during the days the pings were bad.

 

Anywho, any light shining further would be great. Thanks for replying Smiley Happy

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Re: Intermittent Ping fluctuations

Hi YoungHooli

 

Thanks for getting back to me. Is it possible for you to run a trace route for us to look at from the command prompt?

 

Thanks Smiley Happy


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YoungHooli
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Message 7 of 13
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Re: Intermittent Ping fluctuations

That is a traceroute....

 

Do you mean from the router's command line? If you could give me a bit more detail please.

 

Cheers

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Re: Intermittent Ping fluctuations

Hi YoungHooli,

 

I've just sent you a PM (small red envelope icon, top left of page) so that I can verify some of your details - I don't want to test against the wrong account.

 

Thanks for the traceroutes though they don't highlight anything awry to be honest. The *'s or timed out requests are just where the ICMP packets are deliberately not being responded to. The overall ping times are fine too.

 

But we'll look at this in greater detail when I get your reply Smiley Happy

 

Jen


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YoungHooli
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Message 9 of 13
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Re: Intermittent Ping fluctuations

Again thanks for getting in touch with me.

 

I began some pings at 19:24 to the aforementioned brnt-core-2a-xe-023-0.network.virginmedia.net address and in an interruption to my streaming activity from a host on Bogons, I saw the following packets lost:

 

64 bytes from 80.2.147.169: icmp_seq=851 ttl=63 time=21.285 ms

64 bytes from 80.2.147.169: icmp_seq=852 ttl=63 time=23.166 ms

64 bytes from 80.2.147.169: icmp_seq=853 ttl=63 time=15.595 ms

Request timeout for icmp_seq 854

Request timeout for icmp_seq 855

Request timeout for icmp_seq 856

Request timeout for icmp_seq 857

Request timeout for icmp_seq 858

Request timeout for icmp_seq 859

Request timeout for icmp_seq 860

Request timeout for icmp_seq 861

Request timeout for icmp_seq 862

Request timeout for icmp_seq 863

Request timeout for icmp_seq 864

Request timeout for icmp_seq 865

Request timeout for icmp_seq 866

Request timeout for icmp_seq 867

Request timeout for icmp_seq 868

64 bytes from 80.2.147.169: icmp_seq=869 ttl=63 time=48.334 ms

64 bytes from 80.2.147.169: icmp_seq=870 ttl=63 time=43.133 ms

64 bytes from 80.2.147.169: icmp_seq=871 ttl=63 time=14.317 ms

64 bytes from 80.2.147.169: icmp_seq=872 ttl=63 time=19.288 ms

 

This is a common occurrence. Just wanted to make sure in tandem with the PM that this information is of some use. Now, I know no service provider designs and makes a loss free network, however, that is usually mitigated by design in the core of networks, no so much so at the edge of the network where we are based.

 

Again, any insight would be great.

 

Cheers

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Re: Intermittent Ping fluctuations

Hi YoungHooli,

 

Thanks for that information. I did test the wrong account earlier so I'm glad I checked.

 

So, as Ty_S advised previously you are affected by fault ref:F002680497 which will result in speed loss & increased latency at peak times (evenings & weekends).

However this shouldn't cause packet loss.

 

Setting up a thinkbroadband BQM might be a good idea but first I'd like to get an engineer out to take a look at your Hub's timeouts.  There are only a very few, but I also noted some intermittent errors on the upstream segment. These errors are self correcting and very slight so shouldn't really be service affecting and I wouldn't normally draw attention to them.

However, they are continuous and I would like an engineer to check things over your side just in case there's a localised issue, at the Headend perhaps.

 

I'll send you a PM to arrange a date/time for a visit after I've posted this. But I'd like you to keep me updated on what happens so we can take further action if the packet loss continues.

 

OK I'll write that PM now Smiley Happy

 

Jen

 


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