Lots of freezes and laggs / slow connection [ Edited ]

[AnthonyR714]

Hello VirginMedia,

I would like to share with you an issue that I am currently experiencing with my SuperHub.

Issue: I am experiencing a lot of freezes/laggs since now 1 month. Sometimes, everything freezes, and it's impossible to do anything for 30 secs.
Time: Any time of the day, every day.
Browsers: It's the same on IE, Chrome, Firefox, or Safari.
Connection: The issue happens regardless I'm connected on Ethernet or WiFi.
Tried so far: Reboot the Superhub several times, Reset the Superhub a couple of times: nothing changed.
Account number: [EDIT: removed private information]

Could you please have a look at what could be the issue that we are facing? We've already suffered a network upstream issue for several months last year, as well as an internet outage for 1 month in January.

I look forward to hearing from you, and in the meantime, thank you in advance for your assitance.

Kind Regards

[Jason_G]

Hi AnthonyR714,

After running various checks on the local network and your modem, I have sent you a new superhub. This should be with you in 3-5 working days.

[AnthonyR714]

Hello Jason,

Thank you for your support, we have received the new modem last wednesday, and I am about to send back the old one to Virgin Media.

However, the issues are still on-going.

A precise example would be that yesterday around 00:00, it was almost impossible to navigate through the internet or even to load a simple random Youtube video. Again, it seems that the network is inconsistantly freezing.

As we've already had issues with the upstream bandwith, would you be able to check if there are no further issues with our building/close network?

Kind regards

[Dai_T]

Hi AnthonyR714,

I've checked your connection and can see that the UBR which handles your connection is experiencing very high utilisation at peak times. I have raised this to our Network teams to investigate best methods to alleviate the load. As soon as we have some more information on this issue, we'll let you know.

[AnthonyR714]

Thank you Dai_T,

Have you had some more information since your last reply from the 27-Apr?

Thank you again for your assistance.

Kind Regards

[Benjamin_T]

Hi AnthonyR714,

The UBR which handles your connection is currently suffering from very high utilisation, particularly at peak times. This has been raised to our network teams under reference F001979448. Work to resolve this issue is currently scheduled to take place on 03/10/2012 (although this may be subject to change). The work should be completed before this date due to the upgrades involved in the speed doubling but this cannot be guaranteed at this time.

We're very sorry for the inconvenience this has caused.

[AnthonyR714]

Hi Benjamin,

Thanks for your reply - is there any way this could be fixed earlier than in 5 months? It has been really a pain for me to use the internet over the last few weeks now, and I can't see myself continuing to experience so many inconveniences with the network.

The strange thing is that it happens at peak times, but also not at peak times such as right now, or during the night around 2 or 4am. Could there be an other issue that you wouldn't have identified, and for which you could provide a short term fix?

Best regards,

Anthony

[AnthonyR714]

FYI:

While it is sometimes impossible to do anything on a web browser (IE8/Chrome/Safari...), such as viewing a Youtube video, it is possible to do a direct download at almost 3Mo/sec.

Same issues are reported through my flatshare where we use the same connexion but different devices.

[Anudeep_B]

Hi AnthonyR714,

Resolving high utilisation issues requires resegmenting the network to alleviate the load. This can be a lengthy process, but please be assured the work will take place, just maybe not as quickly as you would like.

[AnthonyR714]

Hello Virgin Media Support,

Following your message below, we are still experiencing issues today:

• Mostly between between 19:00 and 24:00, we are experiencing the same issue logged in this thread
• Please find a speed test performed today around 24:00: http://www.speedtest.net/result/2331760091.png: you can see that the download speed has fallen down to 10mbps (whereas it should now be 60mbps). During the evenings, it's always between 8 and 15 mbps, then the situation comes back to normal (now it's 50+mbps, http://www.speedtest.net/result/2331851575.png)

Could you please update us on the status of this ticket (F001979448)?

If the work has been completed, could you please let us know if there are any other issues?

---

Benjamin_T wrote:

Hi AnthonyR714,

The UBR which handles your connection is currently suffering from very high utilisation, particularly at peak times. This has been raised to our network teams under reference F001979448. Work to resolve this issue is currently scheduled to take place on 03/10/2012 (although this may be subject to change). The work should be completed before this date due to the upgrades involved in the speed doubling but this cannot be guaranteed at this time.

We're very sorry for the inconvenience this has caused.

---

Kind regards,

Anthony