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

[CloudchaserXI]

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 20:32:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 20:32:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 19:53:3	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 04:16:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/03/2020 02:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 23:24:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 22:15:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 20:50:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:29	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2020 18:58:14	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 12:32:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 11:42:44	notice	DHCP 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 11:42:44	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:53:4	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:24:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 10:03:26	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 09:09:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 08:24:10	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 05:48:57	Warning!	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

[AlteranAncient]

Hi Paul,

Could I please get an update? Fault ref: F007904093.

Thanks.

[Chris_W1]

We can see that the area is suffering from high congestion and the fix time is 19 AUG 2020. ^Chris 

[Drk15]

3 months later

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3545f48c9cfacbd3d9eb0acf2bb701981e...

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/3545f48c9cfacbd3d9eb0acf2bb701981e8f7812-28-07-2020]My Broadband Ping[/url]

I would appreciate peoples opinion on starting a parliament partition https://petition.parliament.uk/ , wrote this months ago when I was annoyed by the seemingly complete indifference to this problem VM seem to have, not including staff just doing their job.

--------

Broadband providers liable for connection instability

Many tasks you use the internet for are impeded by high ping and packet loss. Not meeting a target speed for "X" amount of days doesn't account for a large percentage of user needs. Streaming audio/video and all forms of live interactions rely on internet stablility.

Bandwidth isn't an adequate measurement of any internet service. A stable ping and a low degree of packet loss are integral to a usable internet connection and has no regulation. We need simular consumer rights for stablity as we have for connection speed and service uptime, this would prevent providers from overselling in areas that are already having issues and require them to fix barely usable connections.

------

I haven't found anything that covers the customers in this manner. I feel someone else could summerise this issue far better, just thought id throw this out there.             ¯\_(ツ)_/¯

[parr86lid2]

I'll happily sign a petition and I'm sure many others would too but many have already switched ISP because VM got their own way and forced them to leave. 

My 5th 'estimated' fix date is today the 29th and nothing will be done. 

VM don't give a flying **bleep** about their customers as we all know by now with their like it or lump it attitude bullying people to leave.

[Mikee250]

Hello again,

Looking for another update on the fixes for the 03 Area (Kingston/Surrey), they were re-scheduled to be done on the 18th July! (forgot to check) My graph has improved so much however!!

The reference number is: F007907879

Could I ask for someone to check if its been completed or its been pushed?

Thank you so much,

Mike

[Melissa_F]

Hi Mike,

I've had a check of the ticket and the current estimated fix time is 12th August.

If you do need any further updates, please let us know 🙂

Thanks

Melissa

[davidc01]

After  months of terrible service (started for me mid March), and multiple moved estimated fix dates (I think I counted 8 that came and went), I now have a usable service again. This is usable to me, anyway - in that remote desktop, citrix and vmware are all usable again from a working from home point of view.

I'm not however, convinced this is actually something that is "good":

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6fb71c36193e3be0a5646a22fd310bf3fe...

but compared to earlier in the month (pre fix date), it's excellent. e.g.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/324d17c2e4fee938391cfb9e0b623538c5...

Is this now "fixed" from Virgin's point of view?

I had fault reference F007906086 (area 20, BR3). My fix date was supposed to be the 22nd July and the connection has been much better since then. What is the current state of this ticket?

What are others thoughts? Is this now a "good" graph? Average latency seems pretty good, but the max is spiking over 100ms. This is of course way better than the spikes into 1s+ that was happening with the average being in the 100ms+ range.

[davidc01]

@Drk15 - i completely agree with this. Bandwidth on its own is not a good enough metric. Some regulation is needed, particularly with the likelihood of increased working from home in the future.

[David_Bn]

Hi davidc01

Thanks for your post and I'm sorry to see you're service has not been up to scratch. 

There are currently no outages present in the local area, and all stats are within spec on the hub.

I can however see that the hub has been up for a total of 114 days. Can you please perform either a basic reboot on the hub, or even a pin hole reset if feasible to see if this improves the service for us?

Kindest regards,

David_Bn

[davidc01]

Hi David_Bn, I've been replying to this thread for months, and the ticket number I quoted should give you some history on that. I've had an engineer visit etc. This was all down to contention in the area (as confirmed by other forum staff and the engineer).
I am simply trying to get an official update on this ticket. Is it now "resolved" from a Virgin point of view and is the BQM now something they consider "good"?

I know it's not actually "good" since I know what good looks like (my colleage sent me this: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3d89cfe9dafacb92429605aeaa75ad82ab...), but I realise this is unrealistic.
I just want to understand if Virgin consider what I have now to be "resolved".
It is good enough for me for working from home, so I'm actually pretty happy with this. I'm not sure an online gamer would be, however.