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Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeatedly!

I am writing this as I am sick of off shore call centers constantly treating me as though I am stupid, AND hanging up on me, when I am trying to explain this problem, and calling me a liar like they have since Monday morning at around 01:30.

I now have proof to support what I am saying, and I dare Virgin staff to call me a lair now!

This video is intended as PROOF that I am not a liar as Virgin staff in India have implied repeatedly. This video clearly shows BEYOND DOUBT that they have a fault in the network which they are refusing to aknowledge and are purposely annoying me as well, by deliberately ignoring the problem!  What I am pointing to is a "notification" from the game I am playing that means "connection lost".  When I lose the connection, the game says "came has closed down" but it hasn't as it is still running, I am just unable to connect to the server because my connection to the server becomes UNSTABLE after Peterborough in Cambridgeshire as the first traceroute to the server below will show.  To be clear, I have had our hosts look at this problem and they say that the network on thier side is fine, no dropouts or lag.  I have also had a member of my gaming organisation who lives around 300 miles away from the server connect without any lag issues.  Further, my ping to any of the many servers that I own in Pennsylvania is normally around 66 to 100.  For about a week, it has been between 200 and 500.  What is going on!!!!???

So I keep losing connections to my own game server because Virgins network is not fully working. I have made more than 150 calls being treated like an idiot with the idiots on the other end in India laughing it me, then hanging up.

I have had this problem for 3 days now, and Virgin dont give a monkeys, only care about the money, and not about customer service!

This has to be the worst service ever in the 11 years I have been a customer!

Up until recently the service has been great, but the last few days, it has been UTTERLY **bleep** **bleep**!

Traceroute to my servers IP: 193.22.155.18

Tracing route to 193.22.155.18 over a maximum of 30 hops:

1 1 ms 2 ms 1 ms 192.168.0.1
2 9 ms 9 ms 8 ms 10.19.8.1
3 11 ms 14 ms 9 ms pete-core-2b-xe-101-0.network.virginmedia.net [80.3.129.37]
4 * * * Request timed out.
5 * * * Request timed out.
6 14 ms 25 ms 12 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
7 12 ms 13 ms 17 ms 10ge2-4.core1.lon2.he.net [216.66.80.117]
8 82 ms 81 ms 82 ms 100ge13-2.core1.nyc4.he.net [72.52.92.166]
9 84 ms 83 ms 84 ms 10ge4-1.core1.phl1.he.net [184.105.223.222]
10 108 ms 105 ms 105 ms customer.10gigabitethernet12-2.core1.phl1.he.net [216.66.70.118]
11 * * * Request timed out.
12 108 ms 114 ms 105 ms 193.22.155.18

Trace complete.

C:\Users\Thomas

-----------------------------------------

Trace route to Youtube.com

C:\Users\Thomas tracert youtube.com

Tracing route to youtube.com [216.58.213.14]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 11 ms 10 ms 9 ms 10.19.8.1
3 12 ms 11 ms 11 ms pete-core-2a-xe-1111-0.network.virginmedia.net [81.100.32.229]
4 * * * Request timed out.
5 18 ms 16 ms 15 ms eislou2-ic-1-ae3-0.network.virginmedia.net [62.254.85.145]
6 16 ms 17 ms 37 ms 6-14-250-212.static.virginm.net [212.250.14.6]
7 * * * Request timed out.
8 16 ms 27 ms 15 ms 216.239.57.118
9 17 ms 15 ms 15 ms 172.253.65.209
10 25 ms 14 ms 13 ms lhr25s25-in-f14.1e100.net [216.58.213.14]

Trace complete.

C:\Users\Thomas

I have now waited 4 DAYS for a solution with OFFSHORE call center staff taking the liberty, constantly hanging up on me when I am in the middle of explaining my problem, calling me a liar, and treating me as though I am stupid, not to mention making me ill with thier clear ignorane, when they have not got a clue what a "command" window is!  Now why are Virgin trying to figure out why I am so ANGRY that I wish I could sue them!

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

And as of right now, I cant connect to any of my servers!!

Has Virgin deliberately prevented me from playiing on my own game servers?
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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

First of all, if you are going to use trace routes please learn how to read them first, both trace routes are fine with no evidence of instability.
A ping of around 100ms is typical for a VM connection to the states (I am getting 107ms to the site).

I am not sure why you have chosen to purchase servers in the states as ping times are always going to be high from 3,500 miles away, your friend is just a stone''s throw away from the servers where pings will be much lower so the connection can accommodate a bit of jitter with no problems
Personally, I have never seen a ping of less than 90ms to the States from a UK VM connection, 66ms would be an unbelievable ping.

However, trace routes are not much good for diagnosing this sort of problem as they only give you the ping at that split second in time, ping is not the problem, but jitter is if your pings are jumping up to 200 to 500ms.
A much better tool would be a Broadband Quality Monitor which monitor ping sent to the Hub from TBB's Firebrick servers at regular intervals. This will give you a much more detailed picture on how your connection is performing.

I would also do some basic tests on your connection testing speeds with a PC wired directly to the Hub by ethernet cable. (I take it you are using a wired connection for your gaming)

If you are not getting headline speeds then posting your Hub's Power levels and Network Logs might help diagnose the problem.

 

 

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Message 4 of 20
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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

@griffin, I am not stupid, don't treat me as though I am, had enough of that from offshore callcenters for the last 4 days, don't need it of you as well!

Do these help?

Network logs:

17/09/2019 20:22:18ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2019 20:22:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2019 20:39:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2019 06:07:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2019 03:54:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream config:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1393999884.65512016 qam2
2258000174.5512016 qam4
3325999934.65512016 qam3
4461999964.65512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream config:

Downstream bonded channels

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

14027500003.738256 qam25
21947500004.840256 qam8
32027500004.640256 qam9
42107500004.539256 qam10
52187500004.540256 qam11
62267500004.440256 qam12
72347500004.540256 qam13
82427500004.540256 qam14
92507500004.440256 qam15
102587500004.440256 qam16
112667500004.340256 qam17
12274750000438256 qam18
132827500004.340256 qam19
142907500004.138256 qam20
15298750000438256 qam21
163067500004.440256 qam22
173147500004.440256 qam23
183227500004.438256 qam24
194107500003.538256 qam26
204187500003.540256 qam27
214267500003.440256 qam28
224347500003.238256 qam29
23442750000338256 qam30
24450750000338256 qam31



Downstream bonded channels

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

1Locked38.9230
2Locked40.3390
3Locked40.3370
4Locked39.3190
5Locked40.9270
6Locked40.9240
7Locked40.3320
8Locked40.3230
9Locked40.3190
10Locked40.3180
11Locked40.3260
12Locked38.9270
13Locked40.3170
14Locked38.6170
15Locked38.6370
16Locked40.3190
17Locked40.3230
18Locked38.9170
19Locked38.9240
20Locked40.3240
21Locked40.3250
22Locked38.9260
23Locked38.9280
24Locked38.980

 

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Message 5 of 20
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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

Sorry you think I was treating you as stupid, that was not the intention but I thought it would be best to start with the basics for clarification as you misread the trace routes.

The stats are fine.

Good luck in resolving your problem.

Lets see what the BQM reveals once populated.(just starting now)

 

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

Look at the BQM...  Notice the high latency at the start, then it drops, odd that!

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

What sort of traffic is the connection being used for. If its just gaming and normal "light" Internet use (ie not running lots of downloads or streaming 4k constantly) then looks like your area is oversubscribed. from the peak time spikes on the BQM?

 

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar repeated

Streaming to Youtube @ 1080p @ 30fps only uses around 15 to 20Mbps of my upload (I sometimes top out at 42Mbps, but generally get around 38Mbps upload), + maybe 1 or 2Mbps for the game itself...  Still get random disconnects but only briefly now.  Almost like someone is unplugging the LAN cable from my PC/servers and then plugging them back in again.  Itsthe only way I can describe it.

The BQM appears to show a higher ping when I was streaming, but they are not perfectly at the same time I was streaming, there is a good hour or two between the times that the ping time spikes and when I was streaming.  Strange!

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar ...

Thanks for getting in touch with us Lasky.

 

I would like to take a further look into your account to see if there is anything wrong on the network.

 

I will send over a private message in a moment and if you could respond, I will then be able to take a further look into this.

 

Regards

Steven_L

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Re: Drop outs for days when I am playing on my servers, Virgin off shore staff imply I am a liar ...

I am still waiting for it...
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