Latency is getting worse everyday...

[risc19]

Day by day my latency gets worse and worse.

Wired connection in modem mode, connected to tp link archer c4000 (all cat 6 cables).

Only 4 devices connected. 2 wired + 2 wifi.

350mb, HUB3 in Reading area.

Snap shot....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c90f3e8d3b925d928c0bcd773dcf108db...

Live....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b458c524725278d2e9cee955d93abc2c53616c62

Downstream bonded channels

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

1	723000000	4.5	40	256 qam	40
2	539000000	5.8	40	256 qam	17
3	547000000	5.5	40	256 qam	18
4	555000000	5.5	40	256 qam	19
5	563000000	5.6	40	256 qam	20
6	571000000	5.5	40	256 qam	21
7	579000000	5.5	40	256 qam	22
8	587000000	5.8	40	256 qam	23
9	595000000	5.6	40	256 qam	24
10	603000000	5.5	40	256 qam	25
11	611000000	5.1	40	256 qam	26
12	619000000	4.5	40	256 qam	27
13	627000000	5.3	40	256 qam	28
14	635000000	5	38	256 qam	29
15	643000000	4.8	38	256 qam	30
16	651000000	5.1	40	256 qam	31
17	659000000	4.9	40	256 qam	32
18	667000000	4.9	38	256 qam	33
19	675000000	4.8	38	256 qam	34
20	683000000	4.9	40	256 qam	35
21	691000000	5	40	256 qam	36
22	699000000	4.5	40	256 qam	37
23	707000000	4.6	40	256 qam	38
24	715000000	4.5	40	256 qam	39

Downstream bonded channels

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

1	Locked	40.3	45	0
2	Locked	40.3	29	0
3	Locked	40.3	28	0
4	Locked	40.3	27	0
5	Locked	40.9	34	0
6	Locked	40.9	34	0
7	Locked	40.3	26	0
8	Locked	40.3	32	0
9	Locked	40.3	28	0
10	Locked	40.3	42	0
11	Locked	40.3	29	0
12	Locked	40.3	61	0
13	Locked	40.3	43	0
14	Locked	38.9	49	0
15	Locked	38.9	54	0
16	Locked	40.3	55	0
17	Locked	40.3	52	0
18	Locked	38.6	65	0
19	Locked	38.9	60	0
20	Locked	40.9	60	0
21	Locked	40.3	61	0
22	Locked	40.3	50	0
23	Locked	40.3	58	0
24	Locked	40.3	59	0

Upstream bonded channels

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

1	60300026	39.5	5120	64 qam	1
2	39400056	37.5	5120	64 qam	4
3	46200024	38	5120	64 qam	3
4	53700029	39.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[risc19]

Thanks for the update. Another night with no service!

I wouldn’t exactly recommend you to friends  

However I now have mood lighting. 

[risc19]

Ok, I think the new upload channel are not playing nicely again.

From 2pm today it's up to its old tricks.

3.0 Upstream channels

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

1	46200000	39.5	5120 KSym/sec	64QAM	3
2	25800000	38.8	5120 KSym/sec	64QAM	6
3	32600000	38.8	5120 KSym/sec	64QAM	5
4	39400000	38.8	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	16	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Channel ID: 6 is failing.

This is causing packet loss and T3 timeouts.

System up time 1 day.

It WAS working well for a few days, now sadly I'm back to [REMOVED] internet...

AGAIN.

No, the problem is not here at my end.

[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]

[risc19]

A reboot did not help. 

[risc19]

You guys are not very good at fixing your network.

Get hold of networks again, and ask them if they wouldn't mind...

If it's not too much trouble...

In their own time...

If it's no bother...

Perhaps...

Just maybe...

They could look at why my 'fixed' broadband has worse performance than ever?!

This is tragic, farcical, frustrating and preposterous, but...

THIS

IS

NOT

FUNNY

ANYMORE

[risc19]

Another update:

After 4 reboots I managed to get the hub to lock on to upload channels 1234 instead of 3456.

Now everything works as it should.

However that does not mean that the channels 5 & 6 are working properly.

It just means that for now I am bypassing them.

Just to be clear...

The two new upload channels added to improve the utilization problems in my area are still having major problems.

It still needs to be fixed.

[risc19]

Hello?

[Travis_M]

Hi @risc19

I will contact my colleague whom has been looking into this for you to see if we have any update / to seek one with Networks.

Thanks

[risc19]

A poem

My connection was having trouble
I told virgin that my latency would double. 
For months they told me it was in my head
And everything was in spec at their end

Anyway it looks like the fix that needed fixing got fixed. 

Then the fixed fix worked, until it didn’t. 

Now it’s fixed again. 

[Paul_DN]

Hi risc19,

Thank you for coming back to us and for the Poem, we have had word back from the Network team advising no issues have been found and everything looks as it should.

You vised this has now been resolved, looking at things your end it does look more normal and your level's are back to normal.

Regards

Paul.

[risc19]

Right then,

I think (touch wood) that my latency problem is now resolved.

This was the most ridiculous fight of my life, and there is no doubt that it was a fight.

What I would have liked to have happened....

I notice a problem and report it to VM.

VM say...

"Ok no problem we will start to monitor your connection. If there is a problem we will address it asap and keep you in the loop at all times. My Name is ***** and I will take everything from here."

What actually happened was....

Months pointless back and fourth

No help on the phone line at all.

No help on twitter (they directed me here)

Pointless engineer visits (during lockdown)

Needlessly replaced equipment

Speaking to a different forum member almost every time

Constant & repeated denial of there being oversubscription

Many scripted responses

An AFM that is either totally overwhelmed or utterly incompetent.

A constant emphasis on me to keep poking VM to get anything done.

I had to learn how a DOSIS network works and how to diagnose hub data.

Honestly, without thinkbroadbands quality monitor most of us would be utterly defenceless against Virgins "Everything is fine at our end" response.

And without THIS forum Virgin customers base would be far far less than it currently is.

Their strategy seems to be

1..Get new customers by offering deals

2. Some of those will have problems that are easily fixed

3. Don't fix them and lose customer when contract expires

4. Go to step 1

I never wanted to be here, all I ever wanted was to be able to use my connection.

Despite it being much better now you can rest assured the moment another provider is in my area, I'm gone.

I wish you all the best, and want to thank you for any help you guys have offered.

THE END?