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Ltuts
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Issue: Ping spikes rendering connection unusable for 90% of the day.

Hi,

Over the past few weeks I have been having tremendous issues with my broadband that have left it unusable for gaming and work calls due to huge ping spikes. I have had three engineers to visit who have all confirmed there is no issue in my house (apart from a splitter that needed replacing). They have also found no issues in the cabinet and there are 'no faults' in the area. Yet I am still experiencing this issue. I have tried multiple machines and still face the issue. I have tried multiple ethernet cables. I have also been advised that all of my up and downstream noise levels look ok. I have reset router. I have tightened all cables. Basically I've done everything I could possibly do as a consumer I believe. 

My question, what is wrong and what can I do to fix it? Virgin seem completely unable to help me despite me giving them so much information on this. I have just agreed to upgrade to the new hub as I have heard the docsis 3.1 will be better for managing traffic (if my problem is overutilisation) but apparently that is only good if lots of people in the area also upgrade? Right now it seems predatory that they are selling internet when it does not work as intended. The fact it doesn't drop is irrelevant as I can't use it for my main uses of gaming and conference calls. My ping regularly spikes from about 30 to 600+. I once saw a period of 15000s on there, which was great!

Lastly I have had a complaint open for two weeks with no response. And no follow up from my previous engineer at all. 

Any help appreciated. Thank you.

Please see my BQM here - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e95c594971477c7f54e25d328bf7d5f317f276a7-25-11-2020

 

Downstream bonded channels:

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

14027500000.736256 qam30
22027500005.136256 qam9
32107500005.136256 qam10
42187500004.436256 qam11
5226750000436256 qam12
62347500003.236256 qam13
72427500002.235256 qam14
82507500001.735256 qam15
92587500001.935256 qam16
102667500002.535256 qam17
112747500003.236256 qam18
122827500003.436256 qam19
132907500003.937256 qam20
142987500004.436256 qam21
153067500004.537256 qam22
163147500004.637256 qam23
173227500004.637256 qam24
183307500004.537256 qam25
19370750000036256 qam26
20378750000035256 qam27
213867500000.236256 qam28
223947500000.536256 qam29
234107500001.536256 qam31
244187500001.437256 qam32

 

Downstream bonded channels

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

1Locked36.6230
2Locked36.6210
3Locked36.3150
4Locked36.6190
5Locked36.6400
6Locked36.32490
7Locked35.55400
8Locked35.55630
9Locked35.53570
10Locked35.7930
11Locked36.6200
12Locked36.6130
13Locked37.3110
14Locked36.6180
15Locked37.3250
16Locked37.6150
17Locked37.3250
18Locked37.6110
19Locked36.31230
20Locked35.71100
21Locked36.6630
22Locked36.3270
23Locked36.62076506
24Locked37.390

 

Upstream bonded channels

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

14620000038.5512064 qam3
23260000035.5512064 qam5
33940000037512064 qam4
45369998338.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

Thanks

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mikeyg23
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Message 2 of 9
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

My connection is exactly the same as this.  It's been like this since installed in January.... I don't think I've experienced worse customer service from a company.  As you say - I spent an hour yesterday on hold before I gave up.  Have now written a final complaint to them before I take to ofcom / CISAS.

I don't suppose you are in a CR (Croydon) postcode?

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Ltuts
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

Hi, sorry to hear you're facing the same issue. No I don't live in Croydon, am based in London. To be honest it seems this issue is affecting lots of people across the country from what I see on the forums and is a lottery if you're lucky enough to not be hit by it. 

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Ltuts
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

Could someone from Virgin advise on whether this is overutilisation and if there are any plans to fix it?

 

Thank you

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Ltuts
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

bumping this in the hope that someone from Virgin will help me

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MichaelColley
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Message 6 of 9
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

Have the same issue... bumping thread to hopefully get this resolved.

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Ltuts
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

Thank you. 

Still ongoing. 

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r3m0dul8
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Message 8 of 9
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.


@Ltuts wrote:

I have tightened all cables.


I wouldn't recommend this as you can 'over-tighten' the cable, making it twist inside and possible separating it away from the PCB board inside, this can then cause ingress and egress to the device causing all other sorts of problems. Just like the wheels on a car - these have a torque that they should be adjusted to and any good VM tech (I used to be one myself) will always carry one in his toolbox.


@Ltuts wrote:

My question, what is wrong and what can I do to fix it? Virgin seem completely unable to help me despite me giving them so much information on this.


It sounds like you have done all that you can at a consumer POV, now it's really trying process of elimination.


@Ltuts wrote:

I have just agreed to upgrade to the new hub as I have heard the docsis 3.1 will be better for managing traffic (if my problem is overutilisation) but apparently that is only good if lots of people in the area also upgrade?


Yes, this will only help if others follow suit but alas when it comes to technology of the home, the general rule of thumb I've noticed is "..if it's not broke, why fix it??" seems to be to go to.

I could offer many suggestions for your situation but really I would say that it is down to local utilisation and quality of devices. I personally do no use VM equipment for local hosting, its only purpose it serves in my house is a ISP modem. I would suggest a look at your local network, what you are using and what for, to how many devices and what services you are offering as it seem to me like you're just having connectivity problems going out. This would include your WiFi channels and blackspots, port assignments with manual IP assignments and connectivity media (cables).

In regards to VM, can I ask when your drop cable was serviced last? This is the black twin cable that connects your home to the DP (green box). I would say the general age of this cable depends on capacity at the DP, if it's highly populated then 3-5 years, if under then 4-7 years easily.

Do you have any other services in the home? If so, how many (TV boxes) devices share the cable as there are two different types of drop cable and if you have a high capacity DP/Low Cab signal/Many devices you can have a fatter (RG11 instead of the general RG6 cable that is commonly used) cable fitted from the Cab to your home.

 

Hope this helps you at least try some local area fixes, or maybe even take back control of your network - dependant on size/requirements.

 

Dave.

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jpeg1
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Message 9 of 9
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Re: Issue: Ping spikes rendering connection unusable for 90% of the day.

Ltuts

The BQM you posted shows clear signs of over-utilisation. 

There are a couple of slightly unusual features in the router data, but I suspect the heavy local network loading is reponsible for your problems.  As to whether Virgin has any plans to improve that, who knows?  Their network wasn't designed for working-from-home, so is generally struggling to cope.

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