It looks like I am suffering from oversubscription in my area as I have the usual high latency and jitter during daytime hours and it settles at night. I have raised the issue with technical support on the phone and via the APP but have been told (everything is green) by a member of the technical team who didn't know what latency meant nor what a PING was. So long as I had the advertised speed, its fine!
Anyway, does anyone know if the IP address adjacent to each other will be in the same area connected to the same cabinet and hardware (CMTS etc.) and hence also subject to the same contention issues?
For example using fake IPs 192.168.34.91 would be connected to the same hardware as 192.168.34.90 and 192.168.34.92?
Starting with the easy one, adjacent WAN IPs can be counties apart, their location is random.
As for the Latency and jitter problem.
A bit more information is required, please post the following ...
Please do this before posting the Hub Data …
If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.
Please post a 'Live Link' to your BQM on here straight away.
Instructions for posting BQM Live Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
So after a second call with technical support and speaking to someone who did know what latency was, an engineer was booked out to take a look. This took 3 days for the engineer to arrive and as soon as I mentioned BQM to him, he put his tool kit down, didn't bother looking at any of the hardware in the house and said its likely over utilisation. He then phoned someone else on technical support and they told him immediately that traffic coming through my local street cabinet was at 16.58% over utilised 80% of the day.
Since this was above 10% and this was the first time it has been reported, they have to log the issue and do something about it. Firstly by not selling any more services that connect to that cabinet in my area. I was then told to leave the issue for a couple of days then call technical support again to see what the "plan" would be to fix the issue and also receive compensation for loss of services.
Why they had to send an engineer out I will never know, because they knew before hand that that cabinet was over utilised and basically waited until someone complained. They have also continued to connect new services to the cabinet. Finally to really top things off, when I first called, they tried to upsell me to 350mbit which would likely make the problem worse for not just me, but everyone else on the same connection!!!
So in summary
1. The virgin media call centre technical staff have a severe quality problem. It really depends on who you get to speak with. Some staff do not understand the basics of networks or terminology. This becomes incredibly frustrating, because you can't then have the problem taken to the next step.
2. They try to upsell you to other packages that their marketing team have matched against verticals. For example 350mbit is our gaming service because its fast! However technically this is not true at all. Gaming does not require large amounts of data, it is the latency, jitter and packet loss metrics which are far more crucial and if Virgin would offer a "gaming service" that would put in place QOS and packet shaping for network traffic, then that would be far more aligned to the customers needs. This applies to any service that requires data to arrive in a timely manner and not go missing. Video calls can also stutter.
3. The engineer who arrived was very technical, quick and immediately raised the issue further. Just a bit of a waste coming out to tell me its utilisation issue. There is also a risk of spreading Covid since the engineer had visited 13 other houses before mine.
4. Virgin knew it was over utilised since this check is carried out by Virgins internal systems. It really did not need an engineer to come to my home. Why the technical support on the phone couldn't check this when I first called is strange.
5. Even though virgin media knew about the network issues, they have continued to sell services. So if you feel that you have the same issue which by the looks of the messages on here, there are a lot of you, then raise the problem with them straight away.
I have says thanks to Andruser, his posts are very useful and this forum has helped a lot in understanding what has been going on. The thinkbroadband BQM monitor is invaluable.