dropped packets, slow pings and request timeouts!

[MiK_LE5]

Hi,

Over the last 2 weeks my broadband connection has been terrible, i thought it may have been the IPv6 switchover so i waited a couple of days, however things have not improved. I use the internet for 4 things XBox360, PC, TV and Mobile Phone (not all at the same time and its only me who uses the connection) XBox connection to Live seems to be the worst effected as playing online games is terrible compared to before.

I am in the LE5 are and the time of day does not really seem to matter.

I have re-booted all equipment including the VM hub

Scanned for viruses/malware on PC and phone

I have read some of the forums and will post all the relevant information below.

Thanks,

Mik

The following tests were run at approx 11.30pm 8/6/2012:

C:\>tracert bbc.co.uk

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

1 78 ms * * 10.141.104.1
2 * 35 ms 51 ms leic-core-1b-ae3-2854.network.virginmedia.net [8
2.3.33.181]
3 * 29 ms 7 ms nrth-bb-1b-as6-0.network.virginmedia.net [213.10
5.172.41]
4 24 ms 22 ms 8 ms nrth-bb-1c-ae5-0.network.virginmedia.net [62.253
.174.117]
5 * * 76 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
6 127 ms 98 ms 10 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 12 ms 32 ms 45 ms ae1.er01.thdow.bbc.co.uk [132.185.254.18]
11 126 ms 36 ms 34 ms 132.185.255.92
12 9 ms 13 ms 45 ms 212.58.241.131

Trace complete.

==========================================================

C:\>pathping bbc.co.uk

Tracing route to bbc.co.uk [212.58.241.131]
over a maximum of 30 hops:
0 mik-PC [192.168.0.4]
1 10.141.104.1
2 leic-core-1b-ae3-2854.network.virginmedia.net [82.3.33.181]
3 nrth-bb-1b-as6-0.network.virginmedia.net [213.105.172.41]
4 * nrth-bb-1c-ae5-0.network.virginmedia.net [62.253.174.117]
5 nrth-bb-1b-ae11-0.network.virginmedia.net [62.253.174.109]
6 tele-ic-4-ae0-0.network.virginmedia.net [62.253.174.18]
7 pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
8 * * *
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 mik-PC [192.168.0.4]
15/ 100 = 15% |
1 --- 100/ 100 =100% 85/ 100 = 85% 10.141.104.1
0/ 100 = 0% |
2 56ms 15/ 100 = 15% 0/ 100 = 0% leic-core-1b-ae3-2854.network.virg
inmedia.net [82.3.33.181]
4/ 100 = 4% |
3 45ms 22/ 100 = 22% 3/ 100 = 3% nrth-bb-1b-as6-0.network.virginmed
ia.net [213.105.172.41]
0/ 100 = 0% |
4 60ms 19/ 100 = 19% 0/ 100 = 0% nrth-bb-1c-ae5-0.network.virginmed
ia.net [62.253.174.117]
4/ 100 = 4% |
5 50ms 24/ 100 = 24% 1/ 100 = 1% nrth-bb-1b-ae11-0.network.virginme
dia.net [62.253.174.109]
0/ 100 = 0% |
6 48ms 23/ 100 = 23% 0/ 100 = 0% tele-ic-4-ae0-0.network.virginmedi
a.net [62.253.174.18]
77/ 100 = 77% |
7 --- 100/ 100 =100% 0/ 100 = 0% pos6-1.rt0.thdo.bbc.co.uk [212.58.
239.237]

Trace complete.

===============================================================

sample pings to bbc.co.uk

Reply from 212.58.244.69: bytes=32 time=25ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=10ms TTL=53
Reply from 212.58.244.69: bytes=32 time=9ms TTL=53
Reply from 212.58.244.69: bytes=32 time=121ms TTL=53
Reply from 212.58.244.69: bytes=32 time=33ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=103ms TTL=53
Reply from 212.58.244.69: bytes=32 time=12ms TTL=53
Reply from 212.58.244.69: bytes=32 time=23ms TTL=53
Reply from 212.58.244.69: bytes=32 time=19ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=10ms TTL=53
Reply from 212.58.244.69: bytes=32 time=11ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=38ms TTL=53
Reply from 212.58.244.69: bytes=32 time=10ms TTL=53
Reply from 212.58.244.69: bytes=32 time=36ms TTL=53
Reply from 212.58.244.69: bytes=32 time=46ms TTL=53
Reply from 212.58.244.69: bytes=32 time=46ms TTL=53
Reply from 212.58.244.69: bytes=32 time=26ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=121ms TTL=53
Reply from 212.58.244.69: bytes=32 time=27ms TTL=53
Reply from 212.58.244.69: bytes=32 time=39ms TTL=53
Reply from 212.58.244.69: bytes=32 time=96ms TTL=53
Reply from 212.58.244.69: bytes=32 time=84ms TTL=53
Reply from 212.58.244.69: bytes=32 time=40ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=118ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=171ms TTL=53
Request timed out.
Reply from 212.58.244.69: bytes=32 time=16ms TTL=53
Reply from 212.58.244.69: bytes=32 time=108ms TTL=53

25% loss

==============================================================

Hub connections settings

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

323000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

Security

Enabled

BPI+

Downstream Channel

Lock Status

Locked

Modulation

QAM256

Channel ID

97

Symbol Rate

6952000

Downstream Frequency

323000000 Hz

Downstream Power

-7.1 dBmV

SNR

38.6 dBmV

Upstream Channel

Lock Status

Locked

Modulation

QAM16

Channel ID

4

Symbol Rate

5120 Ksym/sec

Upstream Frequency

45800000 Hz

Upstream Power

48.2 dBmV

Primary Downstream Service Flow

Downstream(0)

SFID

1534

Max Traffic Rate

10240000 bps

Max Traffic Burst

3044 bytes

Mix Traffic Rate

0 bps

Primary Upstream Service Flow

Upstream(0)

SFID

1533

Max Traffic Rate

1072000 bps

Max Traffic Burst

8160 bytes

Mix Traffic Rate

0 bps

Max Concatenated Burst

8160 bytes

Scheduling Type

Best Effort

[MiK_LE5]

No surprise that i have had no response from anyone from vm. Just want some information about what's going on..can't watch YouTube videos or iplayer anymore either as there is constant buffering. Anyone from VM like to comment???

[Oliver_C]

Hi MiK_LE5,

I'm sorry that we have taken a while to answer your thread. Please keep in mind that we answer posts from oldest to newest and it takes us between 3-7 days to respond.

I have checked your connection at the time when you posted the output from your cmd and I can see at that time, your local UBR was suffering from high utilisation. However, this doesn't occur frequently enough or for a sustained period of time for us to raise this over to our network team; over the last 72 hours, utilisation would of more than likely been an issue once for 15 minutes.

Do you experience an issue all times throughout the day or is it just at specific times?

[MiK_LE5]

Hi. Thanks for the reply. Yes the issues happen throughout the day. Its getting worse as i can not even access anything on bbc iplayer anymore. i have 4 ways of accessing bbc iplayer and none of them work. They are all connected via rj45 network cable directly to the router apart from mobile phone which is through wireless. I know its a issue with VM as i just connected my mobile to a BT wireless connection and can watch iplayer fine. This has only started happening recently to such a extent that its unusable. I know in the past during peak times the traffic would be "managed" but recently this has been unusable. Unless everyone in the LE5 area has suddenly joined VM i can't see why this is happening. I've never seen it this bad for so long. Xbox live is pretty much unusable as when i try to join games i get kicked out or the connection is so bad that the games are unplayable. So has VM done something in the last couple of weeks which has caused this issue? When will it get resolved? Or is this how my connection is going to be from now on?

[Lindsey_P]

Hi MiK_LE5,

Sorry that you're experiencing issues with your service, I have sent you a Private Message as I was unable to check your connection - it would appear that when you last visited the forum you we're doing so from your Virgin Media connection. Upon your reply to our message we'll be more than happy to proceed further.