Hi we've seen a number of reports on the forum and via our call centers that some of you are seeing corrupt downloads while using your Virgin Media connection.
We're investigating this so if you're seeing this can you post a reply here we'd appreciate it.
Can you also either fill in this form created by apcyberax
http://ukinternetreport.co.uk/vm_corrupt/
or post the following information in this thread to help us get a handle on what could be causing this issue.
PC/Device type:
OS Version:
Any Printers connected:
Router (Super Hub, Super Hub in Modem Mode + Router Name or Modem and Router Name):
Router Firmware Version:
Wired or Wireless connection:
Download Link:
Download Manager or application with issues (if any):
Error Message (if any)
Tracert To Site:
Browser/Version Used:
Any Browser Addons (if any/Known)
Anti Virus Installed:
Firewall Settings: Are they High/Low/Medium or Off?
IP Flood Detection: Is it On/Off
What are the Power Supply readings off the power adaptor label: 12v 1.5A or 10V 1.2A
Any other notes:
If you reboot your Super Hub immediately after downloading a corrupt file and try again, does this temporarily
solve the problem?
Do you still get a corrupt download if you download from http://mirrors.virginmedia.com?
So far we've been unable to replicate this issue on our test bench so any information you can give us will be useful. For reference we've recieved some scattered reports of similar problems before R36 went live so we're keeping an open mind at the moment as to what's causing this.
I'll post an update after the weekend once we've had the chance to analyse the information you've given us so far.
Thanks
Mark Wilkin
Help & Support Forum Manager
The issue has been going on for 6 months to 2 years as the earliest corruptions were caused during 14gig downloads of Ncsoft mmo's. I will supply a list of all corruptions below. The superhub is not the fault as I know it works perfectly fine where my sister lives, and a previous engineer worked out that the docsis 3 modem corrupts but a docsis 1 motorola modem does not. He left it with me so any technician that visits can feel free to test it. I can also make a list of the easiest to check programmes that corrupt so the tech can see what is happening in a much shorter time.
PC/Device type
C windows 7, Mac book pro, ipod, 3ds, vita, ps3, onlive etc.etc. all affected.
OS Version
now leapord
Any Printers connected: 1 printer- kodak
Router (Super Hub, Super Hub in Modem Mode + Router Name or Modem and Router Name):super hub in modem mode with a netgear router. Have personally tested with security, without security, modem mode, normal wireless mode, dns, vpn etc
Interestingly vpn does actually download without errors however the connection is changing ip every 10 minutes and forcing the vpn to change. I asked my partner and it turns out it should only change ip once a day. I spoke to the techs about dynamic ip and they explained how it worked but I do not think they understood, it changes every 10 minutes, about the same rate as data corruption.
Wired or Wireless connection: Wired ps3, wired pc, wired onlive, wireless macbook pro, wireless everything else.
Download Link: http://www.progesoft.com/en/downloads I know for certain that if you download a trial version of proge cad and try to install it at the end the file will have corrupt data. I had to torrent the file for the programme I just paid £250 for to get a version I could install. Will make a proper list for the technicians.
Download Manager or application with issues (if any): Utorrent mainly cbr files or zip folders with music in. Normal browser downloads also, mainly zipped files.
Error Message (if any): No error message
Tracert To Site:
Using sony address for their psn server
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\ >tracert 199.108.4.73
Tracing route to auth.np.ac.playstation.net [199.108.4.73]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 20 ms 11 ms cpc11-perr13-2-0-gw.perr.cable.virginmedia.com [
92.233.88.1]
3 10 ms 7 ms 13 ms perr-geam-1b-ge126.network.virginmedia.net [80.1
.68.149]
4 9 ms 7 ms 9 ms perr-core-2b-ae2-0.network.virginmedia.net [62.2
55.149.197]
5 7 ms 7 ms 21 ms brhm-bb-1b-ae5-0.network.virginmedia.net [62.255
.149.69]
6 10 ms 8 ms 7 ms brhm-bb-1a-ae0-0.network.virginmedia.net [62.253
.185.153]
7 14 ms 27 ms 11 ms 0.ae1.mpr1.lhr1.uk.above.net [213.161.65.149]
8 18 ms 18 ms 19 ms ge-3-0-0.mpr1.lhr2.uk.above.net [64.125.28.126]
9 18 ms 15 ms 15 ms so-1-0-0.mpr1.lhr3.uk.above.net [64.125.28.37]
10 110 ms 86 ms 82 ms ge-3-3-0.mpr1.la5.us.above.net [64.125.26.37]
11 93 ms 87 ms 87 ms xe-1-0-0.cr2.lga5.us.above.net [64.125.29.46]
12 89 ms 87 ms 98 ms xe-0-0-1.er2.lga5.us.above.net [64.125.27.65]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
Broswer/Version Used: Chrome
Any Broswer Addons (if any/Known) n/a
Anti Virus Installed: panda antivirus (cloud protection)
Any other notes:
Interestingly when using the ps3 to install free realms it has a graph of the internet usage at the bottom, the graph actually has gaps every few seconds and I wonder if this is the only real way to show the download issue, might be worth comparing the graph caused by the normal modem with that of the docsis1 motorola modem.
Things that seem to corrupt are files that need to unpack. On the ps3 all files have a checksum at 14% meaning a file can download from start to finish but if it has corrupted files the checksum will reject the file and produce a corrupted installation file.
This also affects the psp and vita as they are on the same server. The 3ds has also had some files fail to download, and the game dragons lair refuses to install the extra data due to the corruption, on android devices.
Download corruption has become much worse in the last month or so. At the beginning of january the failed files were anything over a gig, recently it's come down to 2-300 meg and I have to swap to docsis 1 to get any psn plus games. Deus ex took 14 hours on the 20meg but installed without issue. On the super hub it downloads in 3 hours but corrupts at 14% with the checksum.
Macbook pro OS updates have refused to download in the past, I had to vpn the macbook to get it to download and install. Vpn does work for short amounts of time as stated above.
I've had more issues over the time, but I'm tired and if you need more info just ask.
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