still getting problems [ Edited ]

[Registered55]

[sonydan2k10]

SAME HEAR MATE I LIVE IN THE TQ3 AREA TORBAY [url=http://www.thinkbroadband.com/speedtest/results/id/131566439354075929598.html][img]http://www.thinkb...

[horseman]

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sonydan2k10 wrote:

SAME HEAR MATE I LIVE IN THE TQ3 AREA TORBAY .....

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Which is just under 200miles west of the OP's location, on a totally different physical network segment, different CMTS/uBR and consequently unrelated to the OP's specific problem!  

Superficially similar symptoms perhaps but inevitably different potential fix/timescale thus requiring it's own unique thread and diagnostics/problem determination steps in order not to confuse/delay either users "issue" !  

[Registered55]

i have just got off the phone to CS

10-09-11 17:00

I tried to explain my problem, but she denied that there is any problem concerning my upstream, I showed her the evidence of pingtest.net and

which she ignored, she kept doing things to my computer (firewall, settings, ipconfig stuff), even though I tried to explain her that the packet lost is coming from outside, no matter what you do to my computer, will not change the packater lost as that is an external issue outside of this household.

she would not accept (she was foreign, i believe she did not fully understand what i was saying more to the point of the problem)

in the end she told me that the problem is the hub needs the new firmware everyone is talking about, i said "is that's whats causing my issue with the packet lost", she said "yes", can you believe that,

i came back and immediately explain than how come my internet is fine at 10am in the morning, or 1pm, or even 3pm, how about 11.30 pm at night,

why is it that it's only between 4pm and 10pm the problem effects me........ i waited for several seconds for an answer..... than i realized she had gone..... thats right she hang up.....what a **bleep**.

not to mention i had to undo all the settings she changed on my system.

so here i am, same problem, and a solution that contradicts what i have been told here on the forum, that there is an upstream utilization issue, which is why packets are being lost, which is completely backed up by tests such as pingtest and "thinkbroadband quality monitor"

the only thing that she done is to expedite the upgrade of my hubs firmware which will apparently magically fix my problem that only effect me between peak hours of the day...emmmmmm!

now that i have a virgin sim with £5 monthly offer, i rang 789, but everyone who i connected too said that this is wrong, 789 is for mobile service not cable broadband.

what number do i ring from a virgin mobile tariff network which is FREE!!! for cable broadband fault?

also could some of the more logical staff here on this forum that works for virgin help me out concerning the above problem?

I was told to ring CS, i did, and it was a complete disaster, and a waste of 15 minutes watching some idiot touching 20 different settings on my PC when she clearly had enough information to know that the problem is not connected to the PC in question, she did a pingtest in CMD window, yet resetting all my explorer settings when i already told her i don't use EXPLORER, and pingtest bypasses all BROWSERS, she still continued on her ........ script........ it was like watching a machine following a set of instructions without deviation.

[horseman]

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Registered55 wrote:

.....

I tried to explain my problem, but she denied that there is any problem concerning my upstream, I showed her the evidence of pingtest.net and

which she ignored, .......

so here i am, same problem, and a solution that contradicts what i have been told here on the forum, that there is an upstream utilization issue, which is why packets are being lost, which is completely backed up by tests such as pingtest and "thinkbroadband quality monitor"........

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Oh dear - how confusing!  Did you tell her that you were affected originally by utilisation issue Ref F001496087 - brig-cmts-17 (which included cable 7/0/2 upstream 2 .....and possibly others), and a couple of months ago you had been moved to another port on Brig17 which coincidentally had another SNR problem now (allegedly fixed)?

Several scenarios now exist, including:

1. You'ved been migrated back? AND/OR

2.  Utilisation has returned or also affecting your new port? OR

3. SNR issue has returned and/or that's a downstream issue anyway? 

It's possible therefore she couldn't detect an upstream issue per se and/or didn't have neccessary skill/access authority on CMTS to check for a new utilisation/snr issue? If it wasn't a known fault (with a F00 ref) then it seems Level1 TS default to exploring local/CPE at best or blaming users equipment at worst rather than escalating to Level2 !    (and uncharitably I have a sneaking suspicione all Level2 are not created equal either! )

Unfortunately the combination of speed/pingtest and ICMP ping plot showing packet loss does not conclusively only point to upstream utilisation/congestion as it may be a symptom of other quality impairments as well including the remote possibility that you may be affected by more than one issue anyway!  

Seems like your best course is to wait for Level2 to intercede again.....  

Good luck...

[Registered55]

I did ring back 30mins later, this time I got someone else obviously, he did a check, and told me the same as I always here, there is a upstream utilization problem on my line,

he went to give me this pony about some people are getting this (suggesting that it's a one off situation) I quickly stopped him in his tracks, and gave him a complete run down on my problems dating back all the way to November last year.

he gave me a credit of 12 days (wow!), he said the problem should be fixed by then, I quickly came back and made it clear to him that the problem has been coming and going for several months for me (even longer for some), in which case after several days if the problem still persists I will be ring up again.

note, he was so reluctant and sounded when he gave me a 12 day credit..... I definitely noticed a change in his tone and attitude when I insisted on some form of compensation.

at least he found the problem..... how come a support line memeber of staff at virgin can't find an upstream issue, yet 30 minutes later a different person working in the same department can find it?

[horseman]

Did you get a new Fault (F00) reference from him and what Cable/upstream port you're now on along with that estimated fix date?
The original fault (F001496087) before you were recently moved looks like it was raised in Jan !!! (Originally thought it was only created in May).

[Registered55]

I didn't realize that the new fault REF comes from the person I speak too, will remember to get one in the future,

my ubr is still brig 17-2-0

I will wait several days, if problem occurs just once then I will ring, thing is as most knows the problem comes and goes, two-three nights fine, then forth abysmal, although some would say that's not that bad, it's not the point, if my service is only 75% effective, than I only want to pay 75% minus compensation deductions (for the trouble caused)

[John_Hag]

Hi Registered55,

I have just checked your connection and network segment. I can see that there is a utilisation problem on your upstream. I have escalated this to our Networks team on fault reference F001736598 but, as yet, we do not have an estimated completion date for this.

Incidentally your connection has been moved to a different network segment (Brighton 17, Cable 7/0/6).