Oh Come on now... High pings and crazy packet loss [ Edited ]

[MerginVidia]

Starting to perform terrible again again after midday.

New Tracert for Google.co.uk during the poor performance

Tracing route to google.co.uk [173.194.67.94]
over a maximum of 30 hops:

  1    50 ms   147 ms   143 ms  10.141.104.1
  2    29 ms     *      112 ms  leic-core-1a-ae3-2382.network.virginmedia.net [8
2.3.33.97]
  3    68 ms    53 ms    79 ms  leed-bb-1a-as8-0.network.virginmedia.net [213.10
5.172.17]
  4    11 ms    42 ms    69 ms  manc-bb-1b-as3-0.network.virginmedia.net [213.10
5.175.142]
  5   149 ms    27 ms    71 ms  tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
  6   222 ms   159 ms    17 ms  138-14-250-212.static.virginmedia.com [212.250.1
4.138]
  7    48 ms    81 ms   177 ms  209.85.240.63
  8    25 ms    85 ms    82 ms  209.85.253.92
  9    76 ms   118 ms    27 ms  72.14.232.134
 10   195 ms    48 ms    46 ms  209.85.250.163
 11     *        *        *     Request timed out.
 12    79 ms   153 ms   145 ms  wi-in-f94.1e100.net [173.194.67.94]

Trace complete.

I'll save myself the stress of a genuine phone call and generate some responses of my own which I'd likely encounter anyway

• I've checked with tech support and they have ran tests and can find no faults.
• My cat has eaten my mouse which is causing extreme usage from my PC to my Router.
• The issue has been traced to a speck of dust trapped in my ethernet cable which is causing an obstruction and a loss of packets.
• Its the fault of the web servers and game servers I'm using.. They're all faulty, all of them!
• Gremlins have gotten into my router along with the routers of other VM users experiencing issues.
• I've got an exclusive infestation of broadband worm which is eating all my internets.

[MerginVidia]

This is the tune I expect my doorbell will play when and IF the VM engineer calls today.

http://www.youtube.com/watch?v=AFa1-kciCb4

Wonder where he'll park /tie up his company horse round these parts though?

LMFAO

VM, PLEASE, PLEASE PLEAAASE adopt this tune as your on hold music.. PLEASE!!!!

It so sums up what to expect when you get an answer and it's certainly got to be better than PJ and Duncan and let's get ready to get fobbed off rumble.

While you contemplate my request, here, have a ping test result which shows no issues.

Cheroot anyone????

[RichHW]

Hi MerginVidia,

I apologise for not responding sooner.

I have check the network logs for the last 72 hours and found no fault.
Utilisation increases during peak times but does not exceed the capacity of the network.

This would not cause the issues you are experiencing.

I can see an engineer appointment has been arranged.

Please post the results of the visit.

[MerginVidia]

---

RichHW wrote:

Hi MerginVidia,

I apologise for not responding sooner.

I have check the network logs for the last 72 hours and found no fault.
Utilisation increases during peak times but does not exceed the capacity of the network.

This would not cause the issues you are experiencing.

I can see an engineer appointment has been arranged.

Please post the results of the visit.

---

Result of visit... No issues detected here or on VMs network. I even said to the chap as he came in, I bet you wont find a thing (in a polite way of course and explained the history behind the issues).

Sure enough ,signal levels at optimal. No noise. Upstream and Downstream performing as expected according to the engineer. Pretty much all the engineer did was check the speedtest with VMs speed tester and checked the signal levels etc.

Engineer was plenty friendly enough and also swapped out the cable spliiter in my line outside but sadly left me with no internet. Went back to the connection he had swapped out where I found the wire feeding my internet connection to my modem had come out of the F connector completely. Most likely unscrewed itself from the cable when being re fitted to a new splitter. Not a biggy as I'm clued up on such things but it wouldn't have been good for a less tech savvy customer.

End of the visit advice was to wait and see what happens with the new super hub when it arrives.

Nothing else to be swapped out or checked. If that doesn't work it's over to someone else.

All I've got to say is somebody is getting incorrect results with their tests and from where I'm sitting at night, it sure aint me.

If no problem can be found at VMs end or my end, then where is it and what is causing my ping to climb faster than Edmund Hillary on ascent up Everest and what is causing the packet losses that are causing serious problems in every online game I try to play?

I'm open to the fact it could be the router but I highly doubt a router would decided to pick between 4pm and midnight to perform badly every day. I still support the results I get with my tests over those VM are performing.

Strange I can go join a game in the day and have very little in the way of problems. I'll then look at my monitoring tools and see the network is okay as I can physically tell in the game.

Then later in the day I'll notice things going to pot in my game and I'll see my in game ping climbing and falling and I'll re run the tests and they'll verify what I'm feeling in game yet VM still can't find anything.

I'm sorry but I don't buy it.

I'm of the impression of and it certainly feels as though, I'm being strung along and taken for a complete mug.

Seriously VM, deductive logic.. If the issue isn't at my end and if it was I would expect what ever it was to either be broken or working. Not picking certain hours to break or cause issues, especially those hours that co-incide with a good number of people returning from work and school. i.e. PEAK time. So what does that leave?

Say and do what you will.. Those of us experiencing these issues and those former customers that have left because of these issues know full well there is something wrong. Why is it do you think that I am one of the people trying to leave. I couldn't care if you offered me free services for a year I wouldn't stay after what I've had to endure the past couple of days just trying to get the problem even acknowledged.

Sure you send techs out and what not but more often than not, like 99% often, it's me doing all the chasing around and your staff simply refuse to look at any evidence except that which you WANT to see.

I'm a paying customer with a problem on their services. I'm not mad, there is an issue and it certainly isn't as a result of some of the causes your staff have been REACHING at.

It's not my Computers, it's not any of the cabling around my property, it's not the router, it isn't the game or web servers I'm visiting, it's not Utorrent and it ceartainly shouldn't be traffic management given how much I've been able to use my internet just lately. In fact you don't have a clue what it is. That or it's simple down right denial. I know which of the two I'm beginning to favor.

Eventually you're going to run out of options and excuses and that's when I'm going to be sending you and my legal represntitve a copy of EVERYTHING I've been comiling over the past 7 days regarding this issue and you can count on your WHOLE forum being cited as exibit A when I seek to terminate all service contracts with you. I'm giving you no excuse to try and slam me for breaking the contract when it's clear I've been making EVERY effort while you have been contiually letting me down and providing a less than decent service. As I've said, I'm just going through the motions required for you to contiually try to fix what you claim isn't broken, all the while feeding you guys more and more rope.

Cheers!

[RichHW]

Hi Bloodnash,

I have check the network and found no fault on the line.

Also, I have run ping tests from your default gatway to the bbc.co.uk and your Super Hub.

The results showed no packet loss or latency.

If you have not recieved any response from your post in the 50mb broadband section,

please run ping and trace route tests when the issue occurs and post your results.

[MerginVidia]

Erm wrong thread? ^^^

 I'm not bloodnash.

But just in case you meant me but got the wrong name...

The following tests were performed shortly after your reply above (16:09hrs) and without me using anything on the network other than Firefox for this window.

Tracert to Google.co.uk:

Trace complete.

C:\Users\IcArUs>tracert google.co.uk

Tracing route to google.co.uk [173.194.67.94]
over a maximum of 30 hops:

  1   114 ms    22 ms     *     10.141.104.1
  2    85 ms   123 ms   162 ms  leic-core-1a-ae3-2382.network.virginmedia.net [8
2.3.33.97]
  3   218 ms     *      135 ms  leed-bb-1a-as8-0.network.virginmedia.net [213.10
5.172.17]
  4    48 ms    57 ms    32 ms  manc-bb-1b-as3-0.network.virginmedia.net [213.10
5.175.142]
  5    24 ms    54 ms    22 ms  tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
  6    68 ms     *      155 ms  138-14-250-212.static.virginmedia.com [212.250.1
4.138]
  7   164 ms    43 ms     *     209.85.240.63
  8    88 ms    44 ms    46 ms  209.85.253.196
  9    42 ms    33 ms    45 ms  66.249.95.173
 10    45 ms    24 ms   147 ms  209.85.250.167
 11     *        *        *     Request timed out.
 12    24 ms    27 ms    66 ms  wi-in-f94.1e100.net [173.194.67.94]

Trace complete.

Pingtest.net

In game footage of BF3 taken just after you reply. Notice the uncontrollable juddering or twitching from left to right, almost like the pilot has some kind of nerve dissorder? Notice the running on the spot or the moving forward only to warp back a few paces again? All signs of packet losses and high pings. It's the same no matter which game server I visit even if its a UK or European server. Same with other games I play like Unreal Tournament.. It's always the same. Warp, twich lag and it's always guaranteed to start at around 4pm and continue that way until midnight at least.

http://youtu.be/Hk2CJ6BOSck

Later tonight, I'll record some footage of when the network is stable and you can compare the smooth difference. While the "network" is like it is, I've got no chance of low level flying or hitting a god **bleep** thing.

[MerginVidia]

All tests ran and recorded at 20:01 - 1st June 2012.

Connection with online game servers terrible. Images slow to load and freeze during loading on web pages inlcuding this one.

Google Ping:

Pinging google.co.uk [173.194.67.94] with 32 bytes of data:
Reply from 173.194.67.94: bytes=32 time=50ms TTL=48
Reply from 173.194.67.94: bytes=32 time=32ms TTL=49
Reply from 173.194.67.94: bytes=32 time=26ms TTL=49
Request timed out.

Ping statistics for 173.194.67.94:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 26ms, Maximum = 50ms, Average = 36ms

BBC Ping:

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=124ms TTL=243
Reply from 212.58.241.131: bytes=32 time=40ms TTL=243
Reply from 212.58.241.131: bytes=32 time=73ms TTL=243
Reply from 212.58.241.131: bytes=32 time=155ms TTL=243

Ping statistics for 212.58.241.131:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 40ms, Maximum = 155ms, Average = 98ms

Google Traceroute:

Tracing route to google.co.uk [173.194.67.94]
over a maximum of 30 hops:

  1    49 ms    67 ms    76 ms  10.141.104.1
  2    45 ms    68 ms    29 ms  leic-core-1a-ae3-2382.network.virginmedia.net [8
2.3.33.97]
  3    65 ms    72 ms    39 ms  leed-bb-1a-as8-0.network.virginmedia.net [213.10
5.172.17]
  4    75 ms    13 ms    44 ms  manc-bb-1b-as3-0.network.virginmedia.net [213.10
5.175.142]
  5    20 ms    55 ms    58 ms  tele-ic-3-ae0-0.network.virginmedia.net [212.43.
163.70]
  6   143 ms    77 ms   131 ms  138-14-250-212.static.virginmedia.com [212.250.1
4.138]
  7    48 ms    64 ms    49 ms  209.85.240.63
  8   101 ms    79 ms    41 ms  209.85.253.196
  9     *       51 ms     *     66.249.95.173
 10   257 ms    46 ms    26 ms  209.85.250.165
 11     *        *        *     Request timed out.
 12   105 ms    51 ms    80 ms  wi-in-f94.1e100.net [173.194.67.94]

Trace complete.

BBC Traceroute:

Tracing route to bbc.co.uk [212.58.241.131]
over a maximum of 30 hops:

  1    94 ms    46 ms    59 ms  10.141.104.1
  2    55 ms     *       63 ms  leic-core-1a-ae3-2381.network.virginmedia.net [8
2.3.33.93]
  3    11 ms   166 ms    77 ms  leed-bb-1a-as8-0.network.virginmedia.net [213.10
5.172.17]
  4   111 ms    12 ms    76 ms  nrth-bb-1b-as2-0.network.virginmedia.net [62.253
.185.101]
  5     *       78 ms    65 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
  6    24 ms     *       79 ms  pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
  7     *        *        *     Request timed out.
  8    34 ms    76 ms     *     ae1.er01.rbsov.bbc.co.uk [132.185.254.46]
  9    86 ms    12 ms    15 ms  132.185.255.134
 10    20 ms    16 ms    15 ms  212.58.241.131

Trace complete.

Ping Server Milton Keynes, UK:

Ping Server Newbury, UK:

Ping Server Lyon, France:

Ping Server Dublin, Ireland:

[MerginVidia]

More Ping test results at 20:05 - 1st June 2012

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=61ms TTL=243
Reply from 212.58.241.131: bytes=32 time=42ms TTL=243
Reply from 212.58.241.131: bytes=32 time=106ms TTL=243
Request timed out.

Ping statistics for 212.58.241.131:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 106ms, Average = 69ms

C:\Users\XXXXXX>ping bbc.co.uk

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=14ms TTL=243
Reply from 212.58.241.131: bytes=32 time=59ms TTL=243
Reply from 212.58.241.131: bytes=32 time=14ms TTL=243
Reply from 212.58.241.131: bytes=32 time=69ms TTL=243

Ping statistics for 212.58.241.131:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 14ms, Maximum = 69ms, Average = 39ms

C:\Users\XXXXXX>ping google.co.uk

Pinging google.co.uk [173.194.67.94] with 32 bytes of data:
Request timed out.
Reply from 173.194.67.94: bytes=32 time=147ms TTL=49
Reply from 173.194.67.94: bytes=32 time=78ms TTL=49
Reply from 173.194.67.94: bytes=32 time=50ms TTL=47

Ping statistics for 173.194.67.94:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 50ms, Maximum = 147ms, Average = 91ms

C:\Users\XXXXX>ping bbc.co.uk

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=14ms TTL=243
Reply from 212.58.241.131: bytes=32 time=17ms TTL=243
Reply from 212.58.241.131: bytes=32 time=27ms TTL=243
Request timed out.

Ping statistics for 212.58.241.131:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 14ms, Maximum = 27ms, Average = 19ms

C:\Users\XXXXX>ping google.co.uk

Pinging google.co.uk [173.194.67.94] with 32 bytes of data:
Reply from 173.194.67.94: bytes=32 time=25ms TTL=48
Reply from 173.194.67.94: bytes=32 time=54ms TTL=49
Reply from 173.194.67.94: bytes=32 time=46ms TTL=47
Reply from 173.194.67.94: bytes=32 time=85ms TTL=48

Ping statistics for 173.194.67.94:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 25ms, Maximum = 85ms, Average = 52ms

C:\Users\XXXXXXX>ping google.co.uk

Pinging google.co.uk [173.194.67.94] with 32 bytes of data:
Reply from 173.194.67.94: bytes=32 time=83ms TTL=48
Request timed out.
Reply from 173.194.67.94: bytes=32 time=91ms TTL=49
Reply from 173.194.67.94: bytes=32 time=30ms TTL=47

Ping statistics for 173.194.67.94:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 30ms, Maximum = 91ms, Average = 68ms

[MerginVidia]

Having wandered from these parts in search of more useful answers it seems I've uncovered a whole host of customers, present and past with very, VERY similar stories to tell indeed!

VM, you can't even keep your skeletons in the closet.. They're all over the internet.

I don't even have to look hard to find someone either currently unhappy or previously unhappy and has left as a result of experiencing the same issues which VM continually denied existing to them too.

Come on, we're not all mad you know. Granted you are a big company and big companies have a good percentage of disgruntled customers but never in my experience all of them disgruntled with the same issue and all of them recounting the same really really poor responses from VM over and over and over.

Tonight alone I've read just a handful of these accounts from these people and they all ring EXACTLY as the issues other users here are describing and EXACTLY like the issues I am describing.

Accounts from people begging to go back to "slow but stable ADSL" as one person stated.

"I was promised a call back on half a dozen occasions of which only one materialized" recounts another.

I could go on and on and on and on and on all night with these quotes.

Every one a dead ringer for what I've been logging throughout this whole thread.

Play it again SAM.....

Your new theme tune VM....

http://www.youtube.com/watch?v=AFa1-kciCb4

[Lindsey_P]

Hi MerginVidia,

Very sorry to see you've been experiencing these ongoing issues and thank you for the pings and trace routes that you've provided us with. I have run similar tests via the network with no packet loss from your default gateway to various websites.

I have thoroughly checked the network segment that supplied your connection and, other than some minimal spikes in utilisation during peak hours, I am unable to find any faults tha twill cause the problems you've described. Equally, I have looked into your local connection (your Hub) and can see that it also appears to be functioning correctly - in that all power levels & SNR readings are optimal.

I understand the frustration these results may cause as I can see you've contacted us on numerous occasions and have also had a technician visit with no real resolution. With this and the results of our network based tests in mind, I would like to replace the Hub that you have in order eliminate the possibility that it is the equipment that is the root of the issue here.

I have sent you a replacement piece of equipment, when you have received this please let us know if it has helped to resolve the issue.

Sorry for the inconvenience caused.