I am looking for help with a Virgin Media connection issue I have.
I have been with Virgin Media continuously since Telewest/Blueyonder but will need to leave in the coming days if I cannot fix this issue. I intended to upgrade to a Virgin Business package but I am reluctant while I have the current problem.
I have tried phone support twice but after struggling to get through 1st line support and then put on hold waiting for 2nd line support, I was cut off twice, both times after 2 hours on the phone.
We have a 100Mb service with a Superhub 3.
Speedtest.net speed is 100Mb-106Mb
I can download at around 12MBYTE/s which is right for a 100mbit connection (using a Lan cable to rule out WiFi issues).
However, my wife needs to download daily from her US employeyers FTP site.
When she tries, the file downloads at around 80Kbytes/s which is less than 120th of the speed she should be getting. A 1GB file which should take less than 90 seconds is taking 5 hours !!!
The strange think is, it only happens when we are using Virgin Media...
I can simultaneously connect to another Test FTP site (Filezilla) and download a 1GB file in just over a minute at 12MB/s and download another 1GB file from a test web site via a browser which also downloads in just over a minute at around 12MB/s. Meanwhile my FTP download from my wifes US employers site is at 80Kb/s with an estimated five hour download time!
I have spoke with my wifes empoyers support team who say it is not a problem with their server and my wifes UK colleagues do not have the same problem.
The problem seems to be with any Virgin Media connection. If she takes the same laptop to a friends with 30Mb Sky connection, the same file downloads in a few minutes, over a WiFi connection. If she then takes her Laptop to our daughters and connects to her 100Mb Virgin Media Broadband, the same file downloads at 80Kb/s and would take hours.
I have a trace route using our Virgin Broadband from her Laptop and also from the Superhubs internal traceroute and a traceroute using the Sky Broadband which I will include below.
I have also tried the Superhub in Modem Mode connected to a new Netgear router using factory settings but the slow downloads remained.
I thought it may be a problem with the Cisco Anyconnect VPN but I also get the same very slow download speed when downloading from the their sharepoint service housed on the same server and that doesnt require a VPN connection.
I think it may be a routing/Port forwarding problem but cannot get through to Virgin Media support to get help.
Anyone have any suggestions before I leave, Please?
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Traceroutes below -
I have done many (3 below), often they complete to final destination ok but sometimes, including the traceroute from the SuperHubs internal Traceroute, it doesn't complete the final destination.
The Traceroute did seem 'simpler' when using Sky broadband.
C:\Windows\system32>tracert 208.118.112.122
Tracing route to h208-118-112-122.bigpipeinc.com [208.118.112.122]
over a maximum of 30 hops:
1 2 ms 1 ms 3 ms 192.168.0.1
2 12 ms 14 ms 9 ms 10.53.39.1
3 12 ms 13 ms 13 ms pres-core-2b-xe-702-0.network.virginmedia.net [62.252.42.93]
4 * * * Request timed out.
5 21 ms 22 ms 17 ms 86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
6 * * * Request timed out.
7 109 ms 111 ms 109 ms us-nyc01b-rd2-ae-9-0.aorta.net [84.116.140.170]
8 112 ms 111 ms 110 ms us-was03a-ri1-ae-10-0.aorta.net [84.116.130.174]
9 113 ms 113 ms 110 ms 4.68.39.141
10 * * * Request timed out.
11 135 ms 136 ms 131 ms 4.14.14.98
12 131 ms 132 ms 131 ms rc4ec-be6-1.il.shawcable.net [66.163.65.70]
13 148 ms 147 ms * rc3sc-be25-1.wp.shawcable.net [66.163.75.133]
14 * * * Request timed out.
15 149 ms 148 ms 152 ms h208-118-112-122.bigpipeinc.com [208.118.112.122]
Trace complete.
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SuperHub Diagnostic Traceroute
Superhub Tracerout
Trace Statistics : traceroute to 208.118.112.122 (208.118.112.122), 30 hops max, 38 byte packets
1 10.53.39.1 (10.53.39.1) 0.000 ms 0.000 ms 0.000 ms
2 pres-core-2b-xe-10117-0.network.virginmedia.net (80.0.160.113) 10.000 ms 10.000 ms 10.000 ms
3 * * *
4 86.85-254-62.static.virginmediabusiness.co.uk (62.254.85.86) 10.000 ms 10.000 ms 10.000 ms
5 * * *
6 us-nyc01b-rd2-ae-9-0.aorta.net (84.116.140.170) 100.000 ms 80.000 ms 80.000 ms
7 us-was03a-ri1-ae-10-0.aorta.net (84.116.130.174) 90.000 ms 100.000 ms 90.000 ms
8 4.68.39.141 (4.68.39.141) 90.000 ms 90.000 ms 90.000 ms
9 * * *
10 4.14.14.98 (4.14.14.98) 110.000 ms 110.000 ms 110.000 ms
11 rc4ec-be6-1.il.shawcable.net (66.163.65.70) 110.000 ms * 100.000 ms
12 rc3sc-be25-1.wp.shawcable.net (66.163.75.133) 280.000 ms * 130.000 ms
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
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The 'simpler' SKY traceroute image below
Traceroute using Sky Broadband
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