Serious ping problems - erratic

[Rogueywon]

I've been having erratic issues with ping for a few weeks now. Thought it might be a recurrence of an earlier issue with my coax cable, but no longer sure this is the case. Router stats:

3.0 Downstream channels

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

26	338750000	7.900002	40.946209	QAM256	26
1	138750000	7.599998	38.983261	QAM256	1
2	146750000	7.599998	38.983261	QAM256	2
3	154750000	7.199997	38.983261	QAM256	3
4	162750000	7.099998	38.983261	QAM256	4
5	170750000	7.199997	38.983261	QAM256	5
6	178750000	7.199997	40.366287	QAM256	6
7	186750000	7.199997	38.983261	QAM256	7
8	194750000	7.099998	38.983261	QAM256	8
9	202750000	7.099998	38.983261	QAM256	9
10	210750000	7.099998	38.983261	QAM256	10
11	218750000	7.000000	38.983261	QAM256	11
12	226750000	6.800003	38.983261	QAM256	12
13	234750000	6.599998	38.605377	QAM256	13
14	242750000	6.800003	38.983261	QAM256	14
15	250750000	6.800003	38.983261	QAM256	15
16	258750000	6.900002	40.366287	QAM256	16
17	266750000	6.900002	40.366287	QAM256	17
18	274750000	7.400002	40.366287	QAM256	18
19	282750000	7.599998	38.983261	QAM256	19
20	290750000	7.900002	38.983261	QAM256	20
21	298750000	7.400002	40.366287	QAM256	21
22	306750000	7.300003	40.366287	QAM256	22
23	314750000	7.500000	40.366287	QAM256	23
24	322750000	8.000000	40.946209	QAM256	24
25	330750000	8.300003	40.366287	QAM256	25
27	346750000	7.500000	40.366287	QAM256	27
28	354750000	7.199997	38.983261	QAM256	28
29	362750000	7.000000	38.983261	QAM256	29
30	370750000	6.800003	38.983261	QAM256	30
31	378750000	6.199997	38.605377	QAM256	31

3.0 Downstream channels

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

26	Locked	40.946209	6	0
1	Locked	38.983261	0	0
2	Locked	38.983261	5	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	6	0
6	Locked	40.366287	0	0
7	Locked	38.983261	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	8	0
11	Locked	38.983261	1	0
12	Locked	38.983261	0	0
13	Locked	38.605377	6	0
14	Locked	38.983261	0	0
15	Locked	38.983261	7	0
16	Locked	40.366287	5	0
17	Locked	40.366287	0	0
18	Locked	40.366287	6	0
19	Locked	38.983261	0	0
20	Locked	38.983261	7	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	8	0
25	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM1024

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

43

7.3

51395686

0

[Rogueywon]

The previous visit by a technician found no problems - replaced my coax cable as a precaution, but this didn't help anything. You sent me a new hub a couple of weeks ago. This hasn't fixed the problem.

I am using Virgin Media's supplied superhub. I'm connected to it on a desktop PC via an ethernet connection and several other devices (phones, iPad, consoles) via wifi. Several of the ping spikes on my BQM have happened when I've not been at home and my devices have been switched off.

The pings spikes do sometimes coincide with a reduction in my upload speed, according to speedtest. This implies upstream congestion to me. Perhaps one of my neighbours is running a torrent-farm?

[Nathan_B]

Thanks for your reply @Rogueywon 😊 As you are still having issues with your connection, it would certainly be worth going through some further checks on your account.

I'll send you a PM to confirm your details so this can be done.

Regards

Nathan

[Rogueywon]

For the reference of others reading this thread, Nathan_B has asked me for all of my details again, for the fourth time in this thread. While I will provide them one more time, I am making a complaint if asked again. By this point, VM forum staff have all of my details on record many times over.

[jpeg1]

Yes it's frustrating. But they have to keep their post counts up.

Not that they can do anything to help you. It's an over-utilisation problem and could go on for months or years. 

[lotharmat]

Only way out of this is to complain to the Ombudsman Services for arbitration cases (https://www.ombudsman-services.org/complain-now)

The process is as follows:

You have already complained to the company in the first instance
At least eight weeks have passed since you first complained to them or you have received a deadlock/ ADR letter
Your complaint is not in relation to fraud, property damage, discrimination or data protection
Your complaint is not the subject of court action and does not exceed £10,000.
You understand that it is your responsibility to ensure you have read the Scheme Rules, Guidance notes for customers and process guide (documents available at https://www.ombudsman-services.org/how-it-works/process)

Your complaint to VM would be that they are unable to supply services in a competent manner by allowing the over-utilisation!

The legal basis of your claim is that under the Consumer Rights Act 2015, VM have a duty to provide their service with reasonable skill and care - Over utilisation would fall outside of this!

The resolution you want is to be allowed to leave without financial penalty - VM will disagree and you will have a deadlock - then you go to the Ombudsman Services for arbitration cases

[Rogueywon]

I had a technician visit a fortnight ago which switched out a lot of old connectors. Things had been a bit better since then, so I though it might be fixed. Unfortunately, today has gone to hell, making clear it isn't. In addition to the BQM below, my upstream speed is only half what I should be getting - looks like upstream congestion.

[legacy1]

I take it your connection was idle then

[Rogueywon]

Yes - no big downloads, uploads or anything of the sort.

[Carley_S]

Hi @Rogueywon 

Sorry to hear your connection concerns have come back. 

I have checked the systems at our side and can see that there is an upstream area concern that I have raised the the second line team to see if there is any update or timescale that we can provide. 

Please do keep us updated if you have any further or worsen issues at all and we can continue to support via community forums. 

[Rogueywon]

Just thought I'd update this to say that, as of late November, this problem seems to have gone away (I thought I'd give it a few weeks to be sure before posting). I had an e-mail a couple of weeks after it was fixed saying I'd had an upgrade to my upload speeds. So clearly the upstream area issue was resolved.

So for others in similar situations, there is hope, even if it takes a while.