cancel
Showing results for 
Search instead for 
Did you mean: 

Ping, packet loss and Latency all over the place. Can we get some info please!

CloudchaserXI
Up to speed

Started 2 days ago - I'm assuming this is Covid 19 related? If it is PLEASE confirm Virgin.

380Meg fibre, all networked - pc direct to Hub 3.

All of a sudden: massive lag spikes, interruption, packet loss.

I have tried Modem mode. Tried to reset router. 

Software version: 9.1.1811.401

 

 

Log below:

20/03/2020 20:32:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

PING google.com (216.58.210.238): 64 data bytes
72 bytes from 216.58.210.238: seq=0 ttl=55 time=20.000 ms
72 bytes from 216.58.210.238: seq=1 ttl=55 time=10.000 ms
72 bytes from 216.58.210.238: seq=2 ttl=55 time=4500.000 ms
--- google.com ping statistics ---
5 packets transmitted, 3 packets received, 40% packet loss
round-trip min/avg/max = 10.000/1510.000/4500.000 ms

 

802 REPLIES 802

lukescully
Dialled in

24hr period through new sky net. I dont mind an odd pop of yellow but this is great for me. Il stay in groups and keep an eye on current vm posts here 

1st vm 2md photo sky

Screenshot_20200502_111300_com.android.chrome.jpg

Screenshot_20200531_105151_com.android.chrome.jpg

I have a sky engineer coming in on the 9th for installation, can't wait to have proper game sessions without disgusting ping spikes. 

Its smoooth

Chris9393
On our wavelength

Not only do I still get extremely high latency and packet loss, I don't even get the speeds I pay for anymore. Currently on 350M download speed getting 60mmbs download and 4mmbs upload. 

Rebooted the router various times and to really see how bad VM were I enquired via their live chat pretending to be a new customer in my area. I asked if there were any known faults in the area and they said there wasn't any and that everything would be up and running perfectly!

Absolutely shocking behaviour from VM completely miss-selling to the customer which is exactly what happened to me. I'm not even sure this is legal if anyone can advise? 

Hi Chris9393,

 

Thanks for posting on our community forums. Sorry to hear you're having issues with our internet services, we understand the frustration caused when things don't work like there supposed too.

 

Looking remotely from our end we can see that you are being affected by a fault which unfortunately will not be resolved until the 04/06/20.Fault ticket number F008075577. This is an estimated fix time so can change depending on the complexity of the fault found. 

 

You may find that you are having slow speeds and intermittent issues with our TV and internet services.

 

We have raised a fault ticket and we are working as quickly as possible to get this issue resolved, we are very sorry for any inconvenience caused.

 

Kind regards Jodi

And the evidence builds that they knowingly (rather than just accidentally) oversell areas.

I think we'd need to contact Ofcom to understand legalities of this.

Chris9393
On our wavelength

So now there are 2 faults in my area? Great to know.

And yet when I enquired about any compensation I was told I was not eligible as still have Internet. Unbelievable 

If refunds aren't offered for faults lasting over 3 months, absolutely.

Open reach was able to provide relatively decent service throughout Covid, your shady business practises were exposed during this period.

Initially, I was willing to accept congestion and extenuating circumstance, as time has gone by and it becomes evident it's specific to area's without enough capacity to actually service the area and it's limited to two ISPs doing their best to cram as much as possible into exchanges, that's changed.

It's not coincidence it's sky and virgin battling - if you're offering the most services for the most cash, with the largest user bases, make sure you can support it.

Never thought I'd miss BT.

Is it possible to have my line or area checked also?

Virgin MediaVirgin Media

Zen.png

(First Graph - VM. Second - Zen)

As you can see - nice smooth transition today. The Zen support desk helped me use my third party router which is the red lines and initial stutter and the line will still configure over a few days.

Vmware was a pleasure (remote desktop) and I'll spend my evening gaming for the first time in nearly 3 months.

Zen support picked up the phone within a few minutes and Lo and behold, the first guy I dealt with is Ex Virgin media of 10 years. He laughed and I quote: "they're well aware of the over subscription, if there are 20 available spaces there are 100 cables."

This is not Covid 19 - it's pure greed.

If you can: leave. Covid 19 exposed them and their practices and consumers shouldn't suffer because they try cram everyone into an exchange. Despite their employees masquerading as users on the forums trying to defend them, 2 current technicians employed at VM (Luke28 was on of them and is no longer active - weird right?!) admitted to the fact it's over subscription. Guys in the industry are also well aware of it as well.

I'm out guys - best of luck with this company. Never again!