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iamthejoe
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Virgin Media Packet Loss?

Hello, phoned customer support to no avail. I suppose this is my last ditch attempt to resolve an issue concerning World of Warcraft (not exclusive to)

I keep getting disconnected/lagging hard with no reasons. My internet speed was fluxuating alot during speed tests and the support guy boosted the signal, now its alot more consistent but still having issued with the games and team-speak timing out.

I was told repeatedly that it was a local issue with my PC?! or my "third party router". This really isn't the case; I know when a router goes bad... had about 6 VM routers replaced within my time with them.

I decided to dig deeper and did some trace routes to pin point the issue with some juicy results. (Time:11:45 ish -- no where near peak as the chap on the phone suggests)

Please hold tight as there's a few traceroutes here to argue my point...

WoW - Server 1

Tracing route to 185.60.112.157 over a maximum of 30 hops

1 3 ms 3 ms 3 ms 192.168.1.1
2 8 ms 11 ms 11 ms 10.14.64.1
3 9 ms 11 ms 11 ms basl-core-2a-xe-032-0.network.virginmedia.net [62.252.175.89]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 41 ms 38 ms 39 ms ams2-ic-1-ae0-0.network.virginmedia.net [62.253.188.158]
11 38 ms 39 ms 39 ms 80.249.208.83
12 37 ms 39 ms 39 ms 37.244.10.33
13 36 ms 36 ms 39 ms 185.60.112.157

Trace complete.

 

WoW Server 2

Tracing route to 185.60.112.158 over a maximum of 30 hops

1 <1 ms 3 ms 3 ms 192.168.1.1
2 12 ms 9 ms 13 ms 10.14.64.1
3 10 ms 10 ms 12 ms basl-core-2b-xe-032-0.network.virginmedia.net [62.252.175.97]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 36 ms 39 ms 39 ms ams2-ic-1-ae0-0.network.virginmedia.net [62.253.188.158]
9 37 ms 35 ms 39 ms 80.249.208.83
10 37 ms 39 ms 39 ms 37.244.10.33
11 37 ms 39 ms 35 ms 37.244.10.101
12 37 ms 38 ms 37 ms 185.60.112.158

Trace complete.

 

WoW Server 3

Tracing route to 185.60.114.159 over a maximum of 30 hops

1 1 ms 3 ms 3 ms 192.168.1.1
2 19 ms 15 ms 11 ms 10.14.64.1
3 12 ms 15 ms 11 ms basl-core-2b-xe-032-0.network.virginmedia.net [62.252.175.97]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 66 ms 35 ms 35 ms ams2-ic-1-ae0-0.network.virginmedia.net [62.253.188.158]
9 41 ms 35 ms 35 ms 80.249.208.83
10 45 ms 47 ms 51 ms 37.244.10.33
11 56 ms 59 ms 47 ms 24.105.31.37
12 44 ms 47 ms 47 ms 185.60.114.159

Trace complete.

 

Google.co.uk

Tracing route to google.co.uk [216.58.201.35]
over a maximum of 30 hops:

1 1 ms <1 ms 3 ms 192.168.1.1
2 11 ms 12 ms 27 ms 10.14.64.1
3 9 ms 11 ms 11 ms basl-core-2b-xe-032-0.network.virginmedia.net [62.252.175.97]
4 * * * Request timed out.
5 * * * Request timed out.
6 13 ms 19 ms 15 ms tcl5-ic-6-ae0-0.network.virginmedia.net [62.254.85.66]
7 22 ms 19 ms 15 ms m430-mp2.cvx3-a.ltn.dial.ntli.net [213.104.85.174]
8 17 ms 19 ms 17 ms 216.239.54.223
9 12 ms 15 ms 15 ms 72.14.234.131
10 21 ms 19 ms 19 ms lhr35s04-in-f3.1e100.net [216.58.201.35]

Trace complete.

 

My Weberver (Also hosting TeamSpeak)


Tracing route to jsephler.co.uk [95.215.227.171]
over a maximum of 30 hops:

1 <1 ms 3 ms 3 ms 192.168.1.1
2 8 ms 13 ms 10 ms 10.14.64.1
3 12 ms 15 ms 11 ms basl-core-2b-xe-032-0.network.virginmedia.net [62.252.175.97]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 25 ms 87 ms 31 ms brhm-bb-1c-ae0-0.network.virginmedia.net [62.254.42.110]
8 21 ms 19 ms 19 ms teln-ic-1-ae0-0.network.virginmedia.net [212.43.163.250]
9 17 ms 23 ms 19 ms 230-14-250-212.static.virginm.net [212.250.14.230]
10 18 ms 31 ms 27 ms te-4-7-0.bb1.lon2.uk.m247.com [176.10.82.132]
11 24 ms 23 ms 23 ms te-1-5-11.bb1.man1.uk.m247.com [77.243.179.65]
12 20 ms 25 ms 21 ms te-5-5-0.core-dc1.man4.uk.m247.com [77.243.178.141]
13 22 ms 24 ms 25 ms eth-48-0.core-dc1-agg1.man4.uk.m247.com [77.243.185.67]
14 22 ms 21 ms 22 ms te-1-49-0.xs5a.man4.uk.m247.com [77.243.185.87]
15 24 ms 23 ms 23 ms ns2.fueme.com [95.215.227.171]

Trace complete.

 

Ok now all of that is out of the way. As you can see, 5 Traceroutes to 5 different services all have a consistant blip on the traceroute.

I'm not a networking expert, but I can clearly see that this connection dropping issue is not caused by my PC or my third party router. No I do not want to pay someone to resolve an unrelated and non-existent issue with my hardware.

Please advise me as soon as possible as I feel I'm wasting my money. Thanks

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Superuser
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Re: Virgin Media Packet Loss?

You gotta love Virgin Media Support.

There's nothing they can do to boost the DOCSIS signal.  What they can do is send a hit that forces the CMTS to reset your hubs connection.  But it does not change the signal levels.

If you go to your Superhub 192.168.100.1 and check the Superhub connection status you should be able to view downstream and upstream stats.

Regarding the tracert's there's nothing wrong with them.

Some midway hops won't respond to ICMP pings for a number of reasons.  What's important is that the traffic gets to the final destination.  In fact in some cases destinations will also drop ICMP pings, which can lead people to think they don't have a path to the destination, when in fact they do,

If you look after the Virgin hops, you'll see that there is no sign of packet loss.  If the hops in question were at issue, you'd expect to see packet loss further down the tracert as well.

Ravenstar68

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iamthejoe
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Re: Virgin Media Packet Loss?

Thanks for your reply Ravenstar68.

I didn't realise some hops might be dropping pings, so makes sense. What I do not understand is DOCSIS, at all. You are clearly more clued up then I am.

Edit: Its nice to know that when they say they have boosted my signal, they've just reset the connection. It's hard to believe what anyone says.

DownstreamDownstreamUpstreamUpstream

In your experience, are these issues solveable? I'm just fed up of having no real answers from these people and being passed around a service centre.

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Re: Virgin Media Packet Loss?

All issues are solvable.  However some issues do take longer than others as they have to go through certain stages first.

Your power levels look good.  However I'm not comfortable about your Post RS levels.  While we expect to see some after a hub boot.  They seem higher than normal.

However the acid test is whether they continue to rise.  Would you mind reposting your downstream in about an hour.  Leave the hub alone until then though.

Ravenstar68

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iamthejoe
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Re: Virgin Media Packet Loss?

Hi there, I have an updated print of the downstream page. I must admit, I have been flicking the page over every now and then and the Post RS errors first shot up to how they are now, but has not changed alot for about 1:30 hrs. I have noticed pre RS errors still chugging away slowly too, but my understanding its not too worrysome?

Thanks alot

Downstram + 2 hoursDownstram + 2 hours

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Re: Virgin Media Packet Loss?

@ForumTeam - Could you take a look at this.  The OP is definitely showing an increase in Post RS errors, which will of course cause dropped packets on his downstream.

Ravenstar68

Edit don't worry too much about the Pre RS errors.  You will always get some errors in transmission, but the hub uses a Reed Solomon checksum to correct these on the fly.  Post RS errors are those that couldn't be corrected though.  The hub will drop those packets and they have to be re-transmitted.

You always see some Post RS errors after a connection reset.  But you shouldn't see the increase you've seen.

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iamthejoe
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Re: Virgin Media Packet Loss?

Thanks for your help and input on this issue Ravenstar68, I really do appreciate it.

I just hope VM acknowledge my problem and look into fixing it!
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Re: Virgin Media Packet Loss?

The Forum Team will get to the post but it has been taking upwards of a week lately.

Ravenstar68

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iamthejoe
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Re: Virgin Media Packet Loss?

I think I can be patient; had this issue for about 6 years now. Thanks for the headsup!

Quick update, managed to "catch" a lag spike in game @ 17:29 and immediately checked the router downstream page and it shows an increase in post RS errors

Downstream updateDownstream update

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iamthejoe
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Re: Virgin Media Packet Loss?

downstream +20 hoursdownstream +20 hours

Woke up this morning and checked the downstream page and this is a quick update from yesterday.

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