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sramdeen
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Awful & intermittent performance in TW1

Hi

I've been meaning to post for weeks, but every time I just give up on technology for the day and when I wake up the following day the problem appears to have righted itself. My connection has been working fine for for the last couple of years, after experiencing repeated problems before this area received its general upgrade and overhaul. 

The problem I'm seeing now is really really poor performance in general and the inability to stream *any* iPlayer or Amazon Prime. I was downloading perfectly fine a few hours ago and was averaging 2+MB/sec. Now I am struggling to even load a basic webpage. I can't post modem stats as apparently that's not accessible when the virgin box is in modem mode, but I do have the following mtr snap

Screen Shot 2015-11-22 at 18.32.03.png

I've reset the superhub, disconnected my router and put everything back to virgin defaults, but the performance is still the same. pings to the bbc and google currently taking over a second to return.

My router gives me performance stats of every device connected in the house. I can see that nothing is taking more than 100KB up or down right now, but the connection is almost unusable (took a couple of minutes to upload the above screenshot).

Hope you can see what's going on. Let me know what info you need from me.

Many thanks

 

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sramdeen
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Re: Awful & intermittent performance in TW1

Took the box out of modem mode in order to provide some stats:

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors
Locked1235000000 HzQAM256-2.5 dBmV40.9 dB555127
Locked2243000000 HzQAM256-2.3 dBmV41.4 dB900
Locked3251000000 HzQAM256-2.3 dBmV41.4 dB940
Locked4259000000 HzQAM256-2.5 dBmV41.4 dB1330
Locked5267000000 HzQAM256-1.1 dBmV40.3 dB1030
Locked6275000000 HzQAM256-1.0 dBmV41.6 dB790
Locked7283000000 HzQAM256-2.1 dBmV40.5 dB1140
Locked8291000000 HzQAM256-2.5 dBmV40.3 dB1450
 
Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked1124400000 HzATDMA36.5 dBmV16QAM640000020480 Kbits/sec
Locked937600000 HzATDMA37.0 dBmV16QAM640000020480 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec
Unlocked00 HzUnknown0.0 dBmVUnknownUnknown0 Kbits/sec

 

Modem Initialisation Stage Status
Downstream AcquisitionLocked
Primary Frequency235000000 Hz
DHCPComplete
TFTPComplete
Time Of Day21:52:33
SecurityEnabled
Counters T1,T2,T3,T4,Sync,Resets0, 0, 1, 0, 0, 0
 

 

Hopefully that may show something obvious?

Just got 0.06Mb down on a speedtest so think I'm giving up for tonight.

Thank you

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Re: Awful & intermittent performance in TW1

Hi sramdeen,

 

Thanks for posting, though sorry to hear of the low speeds and latency problems experienced.

 

I've been running a few checks on your Superhub and local network segment and can that the peak time load in your area does pick up which is going to slow things down at these times sorry.

 

Networks are investigating on ref. F003883625, with upgrades to the infrastructure to add capacity estimated for the new year.

 

Apologies again for any inconvenience caused.

 

Ralph_R
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sramdeen
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Re: Awful & intermittent performance in TW1

Hi Ralph

I appreciate you taking the time to look into this. So this is a wider issue, then? Is there anything that can be done about it sooner than next year? I'm not exaggerating when I say that even basic web browsing often times out. Things are absolutely fine now, but for this evening I have no idea whether or not I'll have a working Internet connection or if I'll have to tether my phone to get online. I fully appreciate and understand that load goes up in the evening when everyone gets home from work and that we may not achieve anywhere close to the advertised speed (up to 20Mb) at those times, but surely the whole area can't be experiencing performance so bad that loading the BBC news page becomes hit and miss?

Kind regards

Stuart

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tweek_17
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Re: Awful & intermittent performance in TW1

hello, 

I've been having the same problems too in the Petersham / Richmond ,TW1, area now for the last week and thought that it was just mine that was going wrong. Its disappointing to say the least as paying £31.50 (soon to be going up) plus subscriptions fees to crunchyroll and animax just to see that I cant even play the streams when I get home from a hard days work. 

Is there away to know how long this could go on for, as from 4:30pm onwards is the only time I get to use the internet for myself?

I can post my downstream / upstream stuff here if you need to check them.

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000267000000275000000283000000291000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID129125126127128130131132
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-2.82-2.95-2.79-2.93-2.97-2.56-2.36-2.02
RxMER (dB)36.3936.1736.6136.3936.6136.6136.8436.84
Pre RS Errors4599893203223051047309293
Post RS Errors2932892963013001044293292

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A13
Frequency (Hz)N/AN/A3760000024400000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A16QAM16QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A45.7545.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0001
T4 Timeouts0000

Network Log

First TimeLast TimePriorityError NumberDescription
27/11/2015 19:46:32 GMT27/11/2015 19:46:32 GMTWarning (5)66050310Auth Success - Web login successful.
27/11/2015 19:46:26 GMT27/11/2015 19:46:26 GMTWarning (5)66050300Auth Fail - Web login failed.
27/11/2015 19:46:16 GMT27/11/2015 19:46:16 GMTWarning (5)66050300Auth Fail - Web login failed.
27/11/2015 19:27:38 GMT27/11/2015 19:27:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/11/2015 15:41:05 GMT27/11/2015 15:41:05 GMTError (4)68010302DHCP WAN IP - 77.102.37.162
27/11/2015 15:40:03 GMT27/11/2015 15:40:03 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
27/11/2015 06:24:40 GMT27/11/2015 06:24:40 GMTError (4)68010302DHCP WAN IP - 77.102.37.162
27/11/2015 06:23:38 GMT27/11/2015 06:23:38 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/11/2015 20:30:30 GMT26/11/2015 20:30:30 GMTError (4)68010302DHCP WAN IP - 77.102.37.162
26/11/2015 20:29:26 GMT26/11/2015 20:29:26 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/11/2015 18:44:08 GMT26/11/2015 18:44:08 GMTError (4)68010302DHCP WAN IP - 77.102.37.162
26/11/2015 18:43:05 GMT26/11/2015 18:43:05 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
26/11/2015 15:01:38 GMT26/11/2015 15:01:38 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/11/2015 14:57:00 GMT26/11/2015 14:57:00 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/11/2015 14:46:24 GMT26/11/2015 14:46:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
26/11/2015 14:38:27 GMT26/11/2015 14:38:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

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sramdeen
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Re: Awful & intermittent performance in TW1

Hello again

I wondered if there was any update on fault F003883625, please?

It's now March and the problem still appears to be present. I am really tired of having to tether my phone so that I can browse the web. This evening it is unusable again.

Thank you

 

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Re: Awful & intermittent performance in TW1

Hi Sramdeen,

 

I've checked on fault F003883625 for you. There was some work carried out recently to increase capacity but the contention levels are still breaching thresholds so further work is now being planned with a review date of 07/09/16.


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sramdeen
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Re: Awful & intermittent performance in TW1

Thank you

Could you please arrange for another credit to be applied to my account because this is ridiculous. It's barely usable this evening. Loading this forum took a few minutes just to get to the login page.

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bbpxbbpx
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Re: Awful & intermittent performance in TW1

Same problem here for some time now. Couldn't stream properly from BBC iPlayer every evening.

VM support, please check if this is the same problem.
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Forum Team (Retired) Adam_L
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Re: Awful & intermittent performance in TW1

Hi bbpxbbpx, 

 

Thanks for the post! I am sorry to hear about your poor performance issues, I can appreciate that this can be annoying so apologies for any inconvenience caused.

 

I've run some checks from here and I can see that your area cable has some load issues, especially during the peak hours. We're planning to undertake some upgrades to parts of our external network in your area in order to combat this.

 

The upgrades will be to improve bandwidth and performance during the peak times. The reference number for this is F003883625 and is currently set for a review around the end of March. Should you wish to bump the thread in a few days we'll gladly take a look to see if there's any progress updates for you.

 

I have sent you a PM (Purple envelope at the top) outlining your credit options for this. 

 

There is also another issues affecting your connection which will require an engineer to be arranged, this is that one of your upstream power levels is a little too high. I'll send you a separate PM detailing what's required to proceed with making the booking.

 

It would be great if you could reply to me there and I'll ensure this all gets booked and secured for you.

 

Speak soon, 

Thanks, 

Adam.

 

 


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