LS6 Grinding to a Halt Again

[Darkademic]

We've had decent Internet over the summer while the students have been away, but surprise surprise, now the lag has come back and we're getting anywhere from 200 to 2000ms with intolerable levels of packet loss.

We don't plan on putting up with it this time, we were told that work had been done, and that the area had been subject to infrastructural upgrades months ago. If things don't improve within the next week or so, we'll be cancelling and looking elsewhere.

http://www.pingtest.net/result/47165209.png

[MitchW]

Where exactly are you in Headingley?

[Neil_D]

Hi Darkademic,

I have checked your connection and you are being affected by an Upstream Utilisation issue which will cause your speeds to slow during affected periods.

This is currently under investigation with our planning team under reference F001745077 and they will publish a fix date as soon as possible.

Please allow me to apologise for any inconvenience this may be causing.

[Sephiroth]

Bearing in mind Neil_D's response, it is possible that you have an upstream fault. The students being back will make things worse because demand rises on an upstream that night be running at half capacity.

So if we can see your modem stats, we can confirm if the "upstream utilisation issue" can be put down to this type of fault.

[Darkademic]

Downstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked Locked QAM256 33 55616000 Kbits/sec 298750000 Hz 4.3 dBmV 43.1 dB Hybrid Locked QAM256 34 55616000 Kbits/sec 306750000 Hz 3.9 dBmV 42.9 dB Hybrid Locked QAM256 35 55616000 Kbits/sec 314750000 Hz 3.4 dBmV 42.6 dB Hybrid Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 2 20480 Kbits/sec 45800000 Hz 43.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

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

  1     *      143 ms     8 ms  10.147.208.1
  2   302 ms     8 ms    14 ms  leed-core-1b-ae3-2198.network.virginmedia.net [80.0.55.221]
  3    58 ms     *       14 ms  leed-bb-1b-as5-0.network.virginmedia.net [213.105.175.69]
  4     *        *        *     Request timed out.
  5    25 ms   126 ms    16 ms  nrth-bb-1b-as2-0.network.virginmedia.net [62.253.185.101]
  6     *       22 ms     *     nrth-tmr-2-ae6-0.network.virginmedia.net [213.105.159.34]
  7     *       75 ms    23 ms  tele-ic-1-as0-0.network.virginmedia.net [62.253.184.2]
  8    15 ms   207 ms     *     pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
  9   192 ms   236 ms   155 ms  212.58.238.129
 10     *      361 ms   137 ms  virtual-vip-231.thdo.bbc.co.uk [212.58.241.131]

[Darkademic]

This really is pathetic...

http://www.pingtest.net/result/47592798.png - 27/09/2011 09:50 - 180ms / 198ms / 14%
http://www.pingtest.net/result/47563884.png - 26/09/2011 20:17 - 347ms / 686ms / 16%
http://www.pingtest.net/result/47541845.png - 26/09/2011 13:48 - 695ms / 1228ms / 56%
http://www.pingtest.net/result/47433275.png - 24/09/2011 15:16 - 394ms / 725ms / 13%
http://www.pingtest.net/result/47325089.png - 22/09/2011 18:08 - 1410ms / 2685ms / 10%
http://www.pingtest.net/result/47323435.png - 22/09/2011 17:38 - 642ms / 1149ms / 12%
http://www.pingtest.net/result/47322695.png - 22/09/2011 17:25 - 663ms / 1104ms / 16%
http://www.pingtest.net/result/47322369.png - 22/09/2011 17:18 - 197ms / 241ms / 37%
http://www.pingtest.net/result/47321072.png - 22/09/2011 16:52 - 472ms / 763ms / 15%
http://www.pingtest.net/result/47318179.png - 22/09/2011 15:52 - 832ms / 1482ms / 42%
http://www.pingtest.net/result/47314128.png - 22/09/2011 14:26 - 153ms / 207ms / 32%
http://www.pingtest.net/result/47268300.png - 21/09/2011 17:01 - 961ms / 1749ms / 41%
http://www.pingtest.net/result/47261681.png - 21/09/2011 14:59 - 135ms / 174ms / 6%
http://www.pingtest.net/result/47256599.png - 21/09/2011 13:06 - 446ms / 793ms / 20%
http://www.pingtest.net/result/47255027.png - 21/09/2011 12:25 - 344ms / 643ms / 9%
http://www.pingtest.net/result/47231363.png - 20/09/2011 22:45 - 123ms / 193ms / 2%
http://www.pingtest.net/result/47210249.png - 20/09/2011 15:51 - 92ms / 104ms / 0%
http://www.pingtest.net/result/47207742.png - 20/09/2011 15:02 - 852ms / 1655ms / 29%

It's not even at peak times.. it's pretty much all day. From 10:30AM until 1:00AM the Internet is unusable.

And it's blamed on "upstream utilisation" as if it's some kind of natural phenomenon. It's entirely Virgin's fault for selling way, WAY beyond capacity.

In the short term Virgin will make more money, but they're going to end up with such a terrible reputation that they won't be able to find customers anywhere.

[amunro_92]

I too am in the LS6 area, in Hyde park. (022). I can only connect from around 2am to 10am!!! The rest of the day, it will take nearly a minute to load a full webpage, and half the time, it times out in the process! I do not understand why you continue to take in new customers when you cannot even provide the service for existing ones!

Half my trace routes time out. I would post pingtest and speedtests but their webpages won't even load at the moment.

"In the short term Virgin will make more money, but they're going to end up with such a terrible reputation that they won't be able to find customers anywhere."

I think a court case is in order for them to realise they cannot get away with it. You are breaching your contract.

[John_O]

Hi Darkademic,

I have checked the status of the utilisation issue affecting you (F001745077) and the estimated fix date is currently set to the week ending 14/10/2011. Again, please accept our apologies for any inconvenience caused.

[John_O]

Hi amunro_92,

I can see that James has replied in your other thread here. As an update, a confirguration change was made on the 30th September in order to alleviate the load and you have now moved to another, less congested upstream. Can you advise whether you have noticed any improvement?

[WrightVGC]

I too am in the hyde park area and can confirm that the speeds are very slow. 

My thread is here with my stats: http://community.virginmedia.com/t5/Up-to-30Mb-and-50Mb-broadband/Very-slow-connection-speed/td-p/75...

It does sometime pick up but only around 12-2am (if at all). 

As a side note, it seems as if the connection has got progressively worse in the past 2 weeks (roughly)