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Continued Packet Loss and No Resolution - BR1 Area

This is sort of a continuation from this discussion, which seems to have run out of steam at this point.

I've been having various issues with my 350Mbps Broadband service since last year. I've had problems on and off before that - ever since I first received a Hub 3 router over two years ago.

Things started to get super bad again back in February, to the point where some activities became impossible. VOIP, Streaming, Gaming - at times, some of these tasks were unviable.

High Pings, High Jitter, Packet Burst, Packet Loss, and Packets arriving out of order - all of these things happen on a regular basis.

I've had fresh coaxial pulled from the cabinet in the past couple of years. I've had new terminators done. I've had filters and splitters replaced. I've had connectors tightened. I've had attenuators fitted, removed, and fitted again, and I've had my Hub 3 replaced on multiple occasions.

Everything possible has been done by your residential engineers to rule out any variables or issues that may be to blame at my address.

After the third engineer, the support people started to let on that there was a "high utilisation" issue in the area and that a fix was coming in April, May, June, July, August, October - the fault was being pushed back again and again and again, with no explanation for the delay or any resolution in sight.

I'm on Modem Mode, and my workstations use wired connections where possible.

Over three months ago, I filed a formal complaint using the online form. The only communication I've had in response to this complaint is a "We couldn't get in contact with you." letter, having missed no calls or emails, following by a "It's been 8 weeks, you can now contact CISAS" letter. I followed the route of CISAS, simply asking for my original complaint to be addressed, to get a response on the 10th (final) working day. Another engineer appointment was booked. As a surprise to nobody, the (friendly) engineer was not able to solve the problem. The fault continues to lie somewhere in Virgin's infrastructure and not in my house.

5 Engineer Appointments. 2 New Hubs. The problem remains unresolved. The complaint remains outstanding.

I know I am not the only person having this problem. I've seen complaints from other customers in BR1, as well as neighbouring areas BR3, BR5 and SE9. Reddit, Nextdoor, Facebook - locals are complaining about slowness, outages and other problems across all forms of social media. And I've also seen complaints from customers in DA, NN, BN, NG.... you get the idea.

Here's my latest BQM:

86bff8052f90d21c125bbb6641af4fb50d31269a-22-10-2020

That trickle of packet loss? That started a week ago. Rather than just getting it at peak times, it's now a 24/7 occurrence.

Virgin seems more than content to sign-up and onboard customers in areas where they are clearly ill-equipped to provide a quality service to them. If you can't provide service to your existing customers, then what make you think you have the ability to provide a service to new customers?

I doubt it will do anything, but I will include the usual output from the Hub 3 status page below...

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Re: Continued Packet Loss and No Resolution - BR1 Area

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1162750000534256 qam4
2138750000533256 qam1
31467500004.933256 qam2
41547500004.534256 qam3
51707500005.134256 qam5
61787500005.334256 qam6
71867500005.135256 qam7
81947500005.334256 qam8
92027500005.335256 qam9
10210750000535256 qam10
112187500004.835256 qam11
12226750000535256 qam12
132347500004.835256 qam13
142427500004.535256 qam14
152507500004.535256 qam15
162587500004.535256 qam16
172667500004.835256 qam17
18274750000535256 qam18
19282750000535256 qam19
202907500005.436256 qam20
212987500005.636256 qam21
223067500005.536256 qam22
233147500005.636256 qam23
243227500005.836256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked34.4521400
2Locked33.93835890
3Locked33.83094680
4Locked34.31250680
5Locked34.3289870
6Locked34.9206170
7Locked34.9172320
8Locked34.967350
9Locked3565760
10Locked34.972570
11Locked34.974280
12Locked34.969860
13Locked34.954370
14Locked34.943990
15Locked3547570
16Locked34.949770
17Locked3529430
18Locked35.510450
19Locked35.72930
20Locked35.71560
21Locked35.72170
22Locked35.71340
23Locked36.3660
24Locked36.3670

 

Network Log

Time Priority Description

22/10/2020 12:55:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 17:39:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:46Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 17:03:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 08:42:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 08:24:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:59Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:48Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 04:31:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 03:50:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 03:50:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 12:18:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 07:13:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 07:13:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 02:59:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 02:56:53noticeSW download Successful - Via NMS
14/10/2020 02:55:14noticeSW Download INIT - Via NMS
12/10/2020 16:37:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 10:20:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Continued Packet Loss and No Resolution - BR1 Area

Nearly a week on, and my plight seems to have fallen on deaf ears.

I would appreciate getting some support on this.

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Re: Continued Packet Loss and No Resolution - BR1 Area

There really isn't much anyone can say, the only piece of advice is the same as I recently gave another forum member in the same position as yourself - you need to cancel your service with VM and find another provider!

You do have a bit of noise ingress as evidenced by the reduced S/N ratios on the lower frequency downstream channels, normally this is due to a faulty cable joint but as you have had all of yours replaced then it's more likely to be something in the street cabinet or further upstream. Even so, this in no way can cause the latency issues you have been seeing for all this time - these are almost certainly upstream congestion, and the only fix for that is for VM to carry out upgrade work on the infrastructure. Sometimes, however it's not as easy at it might seem, the buildings may not have enough space for extra equipment, there may may insufficient power or cooling, and in any event it's all very expensive to do.

The movable feast of repair dates you have been given are usually not actually a 'we intend to have it fixed why then' but rather 'we'll take a look at it by then and decide if it's worth committing the resources to doing anything about it' and, sadly, quite often the answer in 'no but we'll take another look in a month or so'. You can't blame the forum team here, they'll only be passing on what they have been told - I'd be astonished if they have full insight as to what the infrastructure people are doing.

We can forgive, especially now, a couple of missed deadlines, but seriously, this has been happening for what, almost a year? The only real conclusion is that someone up in VM management has taken a look, compared the cost of fixing this once and for all against what would be gained and decided, sadly, that you are just not worth the investment. Fine, VM are a commercial business and it is entirely their prerogative to run the operation as they see fit, just as it is yours to spend your money elsewhere.

A somewhat bleak but I suspect realistic note to end on, but do check out alternative suppliers, the headline speeds will be far lower but speed really isn't a big factor in gaming, latency is and that will be better with a DSL connection.

 

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Re: Continued Packet Loss and No Resolution - BR1 Area

You're not far off from where my mind lies. As far as VM Management is concerned, I imagine there's currently little incentive in their minds to invest in fixing things when they see the current utilisation problems a direct consequence of COVID.

I have looked at walking away and voting with my wallet, but Virgin are probably aware that customers like me in BR1 are a "captive audience". The Openreach infrastructure here is significantly dated and you're lucky to get 30Mbps here. With a house of 4 occupants all heavily using the connection, switching to a service with less than a tenth of the currently available bandwidth doesn't really seem like an option. Never would I have imagined that in today's world, I'd be having to decide between a super slow ADSL line, and an unstable Coaxial line.

If I was the only user living here, I'd have stopped paying Virgin £80 a month and switched to Zen Broadband or someone else a very long time ago.

As for what I know is happening around here, Virgin's local distribution feed in Farwig Lane appears to be scheduled for some kind of upgrade work that needed planning permission by the Council - this was approved about a month ago. At the moment, if I "find my location" whilst at home, I currently appear in Orpington, which might imply that the customers are currently being served via a secondary location whilst the local feed is worked on. One can dream that this might finally result in an improvement.

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Re: Continued Packet Loss and No Resolution - BR1 Area

I'm in a similar position to you up in penge. Had BT for a few years and whilst latency was low, the speed was 20mbps down and literally nothing up. (uploading a file of 10mb took an hour) Unfortunately, a series of continual issues led to me leaving BT as i had no internet connectivity for several weeks. The only other provider here is virgin, (the open reach line is too close to the exchange for any good speeds?!) and knowing their record for poor service i had my hesitations.

Now i have lighting fast downloads and uploads but cannot game or skype any more.

I live in zone 4 and have internet like i used to have in 2006 in rural essex.

I'm actually going to have to move house. A quarter of a million pound decision because i can't get reliable internet in 2020 in London.
Its a **bleep**ing shambles, and a sad indictment of the quality of the infrastructure in this country.

I would pay significantly more to anyone that could just sort this out. Like a couple of grand, anything less than the stamp duty. Does anyone want a grand to sort this out for me? Maybe 5 grand. How much for my own private internet from the sea? I wouldn't mind going in on it with someone. Can we just run a cable from the sea and sort this out? 

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Re: Continued Packet Loss and No Resolution - BR1 Area

Five grand for major infrastructure upgrades you say? That's a nice sum - multiply it by, say one million, and then you'd be in the right ballpark!

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Re: Continued Packet Loss and No Resolution - BR1 Area

Ah I was hoping maybe we could set up a go fund me. I think that's how we make changes in this world now? Its not like we can rely on stuff like the government to you know, actually mandate some form of quality to our infrastructure and hold service providers accountable for the services they provide? 

Don't you just stick a cable into the plug socket that comes out of the sea? 

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Re: Continued Packet Loss and No Resolution - BR1 Area

Thats interesting RE: location. 

I find that i'm on Sidney Road in Clock House

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Re: Continued Packet Loss and No Resolution - BR1 Area

You know, this is the sort of situation where a community could come together and form some kind of "municipal broadband" provider. A few towns in the US have done this because their existing providers have been subpar or overly expensive.

Shall we contact Bromley Council and enquire? XD
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