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SonnyS92
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Message 91 of 242
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Re: packet loss

been with them for only 4years but never had any problems like this before. Defiantly would of noticed it. Im going to my local shop shortly to go pick up the new router that will apparently fix it let see.
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valdura
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Message 92 of 242
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Re: packet loss

Just chiming in with another N7 user. 

I've had this issue for ~ 2 - 3 weeks now. The packet loss is infuriating and online play is impossible. I thought maybe at the beginning it was an issue with my router/modem but it seems pretty much the issue you all have too.  

Here is my live BQM graph: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/44b2d54788cee94f9e22a61ec8df51d83da20c2e

 Following that a ping log to google.com is gross:

Ping has started…

PING google.com (216.58.206.46): 56 data bytes
64 bytes from 216.58.206.46: icmp_seq=0 ttl=52 time=19.733 ms
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
64 bytes from 216.58.206.46: icmp_seq=4 ttl=52 time=26.940 ms
64 bytes from 216.58.206.46: icmp_seq=5 ttl=52 time=17.087 ms
64 bytes from 216.58.206.46: icmp_seq=6 ttl=52 time=15.913 ms
64 bytes from 216.58.206.46: icmp_seq=7 ttl=52 time=15.539 ms
64 bytes from 216.58.206.46: icmp_seq=8 ttl=52 time=26.102 ms
64 bytes from 216.58.206.46: icmp_seq=9 ttl=52 time=17.415 ms
64 bytes from 216.58.206.46: icmp_seq=10 ttl=52 time=17.770 ms
64 bytes from 216.58.206.46: icmp_seq=11 ttl=52 time=16.295 ms
64 bytes from 216.58.206.46: icmp_seq=12 ttl=52 time=15.838 ms
64 bytes from 216.58.206.46: icmp_seq=12 ttl=52 time=16.836 ms (DUP!)
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
64 bytes from 216.58.206.46: icmp_seq=18 ttl=52 time=17.335 ms
64 bytes from 216.58.206.46: icmp_seq=19 ttl=52 time=20.959 ms
64 bytes from 216.58.206.46: icmp_seq=20 ttl=52 time=18.551 ms
64 bytes from 216.58.206.46: icmp_seq=21 ttl=52 time=18.129 ms
64 bytes from 216.58.206.46: icmp_seq=22 ttl=52 time=16.838 ms
64 bytes from 216.58.206.46: icmp_seq=23 ttl=52 time=17.043 ms

I'm not using the net till mid Feb after tomorrow, hopefully it's fixed by then. Have ages on my contract so I guess I'm stuck with it Smiley Sad

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flexipaul
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Message 93 of 242
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Re: packet loss

I'm watching the network live in real time right now, either Virgin has some of the most faulty equipment on this gods earth, or they are under attack, I'm seeing packet loss hitting 90% along a simple path to google.co.uk nothing is working, twitch is constantly cutting off, this is the worst its been in the last 2 weeks.

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Afterburn
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Message 94 of 242
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Re: packet loss

Been going on around 3 weeks now, something tells me it's not a straightforward fix as surely they can't be this incompetent to have not gotten around to it by now.

They they are either unwilling (will cost too much to fix?) or unable (over-saturation?) to resolve and are hoping this issue will just die down? Why else are they completely unwilling to recognize the issue in an official capacity? 

Logging into the Service Status page just to see "Broadband - no known issues" really is a kick in the teeth.

If anyone does happen to live in a block of flats that's privately owned you can contact companies such as hyperoptic and start the process of seeing if there's enough demand for them to look at installing it in your building, don't expect it to be quick mind you, it really does suck having no fibre alternatives allowing companies to treat their customers with as little care as VM do.

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SonnyS92
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Message 95 of 242
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Re: packet loss

So I received a new router as they believe this would resolve it but i highly doubt it. 

I must be doing something wrong, I thought it was easy as disconnecting the old one connecting new one and it will work

It wasn't connecting to the internet and was giving me the message IPv4 gateway it's not working?

Not sure why? Could be me thought everything just works on default, I would of liked it to work as it is the white hub goes with my decor lol. Either way i don't believe this will fix the problem, it has been a lot worse this evening I am actually having to sit in front of the telly with the family and actually smile together as doing anything else is a no go.

 

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flexipaul
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Message 96 of 242
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Re: packet loss

Sonny you have to ring the number on the paperwork that comes with the box and answer some questions on the phones keypad, its all automatic lol, read the instructions i'm not sure if you have to connect the new modem before ringing, its been so long since I've had to do it, and yes tonight has been very bad, I believe they have reset their equipment in the last hour as the packet loss stopped for half an hour or so, remember Saturday and Sunday afternoon/evening are the busiest usage times.

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flexipaul
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Message 97 of 242
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Re: packet loss

My nightly BQM meter BQM Night 05-01-19.png

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Jay429
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Message 98 of 242
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Re: packet loss

Make sure images of BQM meters work so they can see them.
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flexipaul
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Message 99 of 242
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Re: packet loss

Can you not see the image Jay?

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samuarl
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Message 100 of 242
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Re: packet loss


@Infernouk wrote:

called the retention team, they said they arent in breach of service provision unless i have no internet for 30 days, they dont understand what packet loss is and have to speak to the tech team to find out. But they said they checked my area and I have no other options, and cant cancel...then left it there


They are misinformed. You are covered by the consumer rights act regardless of them not breaching their own incredibly low service provision terms. You don't have to prove that you have had no internet connection for 30 days, only that the internet service provided by VM is not 'fit for purpose' i.e. gaming. Keep recording the packet loss on your connection by using a broadband quality monitor from think broadband.com

Consumer Rights Act requires that the service is:

  • of satisfactory quality
  • fit for purpose
  • as described

Right now they are not meeting any of these requirements in area 15. But the onus to prove this will be on you, which is why its important to gather as much information as possible and record everything. After 8 weeks you can file a complaint with CISAS the dispute resolution service, the result of which would almost certainly be that you are allowed to terminate early at no financial penalty - if that's what you want. If you don't want to wait 8 weeks you can request a deadlock letter but I don't see any reason they would want to give you that rather then making you wait the full 8 weeks.

May as well throw in my BQM

0d3b7f9fd5bd46990fe00bda396dc571a400e40e

 



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