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xHesketh
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Message 1 of 14
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Very low speed, spiking ping, mutiple engineer visits didn't fix.

Hi,

So the overview is: about a month ago I tried to get in touch because my speed was way below what I'm paying for, about 100mb average on 500mb, ping is spiking a lot, going from 30 to 400 constantly making playing anything online a nightmare. On top of this, we had 2 engineer visits. That didn't fix it. We had a 3rd that replaced pretty much everything and the only thing left to fix would be the street box. That also didn't fix it, we told the engineer about this and they said they'd let someone know to monitor the street box, although, we've heard nothing back over the last 1 and half weeks.

We had tested multiple devices, wired and wireless. Different wires, cat 7, cat 8 etc. Everything in house has been replaced. Both modem and hub mode has been tested, no difference. From what I understand. there is only two things left, the street box needs looking into and solving or the area is oversubscribed and is causing lots of insane problems, if this is the case then I shouldn't be getting punished and this package should not be sold here, not to mention even on a lower package, I imagine the ping would still be very irratic. At this point I'm expecting compensation as this is unacceptable and I wouldn't have chosen this package, or maybe provider if I knew this prior.

Below this is speedtests taken every hour, and in the replys I'll post my upstream and downstream. Don't hesitate to tell me anything else you need, I just want this problem solved.

      
IDTimeDownload (Mbit/s)Upload (Mbit/s)Ping (ms)More
80128/05/2021, 20:00:37158.98618419.46880817.832 
80028/05/2021, 19:00:2059.51394419.58713618.409 
79928/05/2021, 18:00:2176.86928835.80767218.359 
79828/05/2021, 17:00:08FailedFailedFailed 
79728/05/2021, 16:00:23114.63074421.35716819.178 
79628/05/2021, 15:00:2393.45205636.71762416.534 
79528/05/2021, 14:00:19142.01323236.71222421.489 
79428/05/2021, 13:00:22113.32017636.84743217.328 
79328/05/2021, 12:00:2294.72534436.79729615.848 
79228/05/2021, 11:00:19109.47005636.90611216.659 
79128/05/2021, 10:00:2185.60249636.7511217.907 
79028/05/2021, 09:00:2294.75924836.85809616.012 
78928/05/2021, 08:00:2277.25271236.60156816.133 
78828/05/2021, 07:00:2387.27951236.8078816.032 
78728/05/2021, 06:00:2595.99635236.91362415.973 
78628/05/2021, 05:00:23170.09427236.85829616.816 
78528/05/2021, 04:00:27100.54824836.90768816.661 
78428/05/2021, 03:00:19138.03426436.89250415.934 
78328/05/2021, 02:00:22157.12515236.91164817.595 
78228/05/2021, 01:00:30285.7654430.2757220.138 
78128/05/2021, 00:00:33152.65056833.58117616.694 
78027/05/2021, 23:00:30236.62991217.96564819.495 
77927/05/2021, 22:00:26246.29962435.54679222.39 
77827/05/2021, 21:00:30116.550235.62965616.712 
77727/05/2021, 20:00:33107.0319.89504817.767 
77627/05/2021, 19:00:37132.92309625.93683222.156 
77527/05/2021, 18:00:2466.25509635.89730417.444 
77427/05/2021, 17:00:37155.18486430.36377622.093 
77327/05/2021, 16:00:2992.73884830.72132821.818 
77227/05/2021, 15:00:26127.78789633.50510417.503 
77127/05/2021, 14:00:20546.47707235.59094423.62 
77027/05/2021, 13:00:3174.56352832.55579219.486 
76927/05/2021, 12:00:29103.6693236.89996817.975 
76827/05/2021, 11:00:23170.56684836.40579216.555 
76727/05/2021, 10:00:19272.86141635.77121.955 
76627/05/2021, 09:00:22142.27833632.43344816.135 
76527/05/2021, 08:00:28523.65507236.6739221.767 
76427/05/2021, 07:00:23134.20671236.86406416.388 
76327/05/2021, 06:00:23166.9316836.79276816.24 
76227/05/2021, 05:00:19114.09517636.5455617.535 
76127/05/2021, 04:00:18118.97327236.867617.651 
76027/05/2021, 03:00:26126.2454436.46783216.586 
75927/05/2021, 02:00:29101.7367236.41889617.276 
75827/05/2021, 01:00:1895.19491236.5339616.487 
75727/05/2021, 00:00:30206.41213613.0278420.312 
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xHesketh
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Message 2 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Downstream bonded channels

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

1138750000640256 qam1
21467500005.540256 qam2
31547500004.838256 qam3
41627500004.438256 qam4
51707500003.738256 qam5
61787500003.238256 qam6
71867500002.738256 qam7
81947500002.538256 qam8
92027500002.238256 qam9
102107500001.938256 qam10
11218750000238256 qam11
122267500002.238256 qam12
132347500002.538256 qam13
14242750000338256 qam14
152507500003.738256 qam15
16258750000438256 qam16
172667500004.438256 qam17
182747500004.540256 qam18
192827500004.640256 qam19
202907500004.640256 qam20
212987500004.838256 qam21
22306750000538256 qam22
233147500005.338256 qam23
243227500005.540256 qam24



Downstream bonded channels

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

1Locked40.3990
2Locked40.3600
3Locked38.9540
4Locked38.91280
5Locked38.91470
6Locked38.91360
7Locked38.93140
8Locked38.9247570
9Locked38.912910
10Locked38.622840
11Locked38.631060
12Locked38.934410
13Locked38.632570
14Locked38.625490
15Locked38.614930
16Locked38.911550
17Locked38.912080
18Locked40.39380
19Locked40.39540
20Locked40.313620
21Locked38.916720
22Locked38.615070
23Locked38.914350
24Locked40.311920

 

Upstream bonded channels

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

14619994044.5512064 qam2
23260000045.3512064 qam4
35370002045.3512064 qam1
43940000045.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Andrew-G
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Message 3 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Downstream power levels have a 4.1 dBmV range, which seems to be about the limit that a Hub 3 can cope with, but I can't say with certainty that's a factor.

Setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that might show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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xHesketh
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Message 4 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Here is the link to the broadband quality monitor: https://www.thinkbroadband.com/broadband/monitoring/quality/share/23c4dd64e07a71ca98c1c38bbb6f455ec8...

I've had that running since I first messaged about this issue almost a month ago. Our old modem was downstream was too high, then it got lowered. Still the same issue occured. Then everything got replaced, including modem. The same pattern occured with low speeds, high ping spikes, and even disconnects because of the spikes. To be honest, the broadband quality monitor test doesn't represent the ping issue enough. It very frequently goes to 400 in various different games and it has started to disconnect me. Again, test on different machines, different wires, wired and wireless.

My main point is i've had the issue with 2 routers and the first one had high downstream, got lowered, still had the issue I had before. I'm not saying that isn't the issue, I just doubt it's the only issue from the past month experience.

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Gareth_L
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Message 5 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Hello xHesketh

Sorry that you have had to flag this again with us. 

I am happy to look at this again for you 

I will need to send you a private message to pass security again though
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Message 6 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Thanks for those details xHesketh

I am going to request for this to be looked at in more detail by getting an more senior engineer to come out.

As its bank holiday I may not have an update today 

But I will get back to you to arrange a visit that suits you best tomorrow

Gareth_L

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xHesketh
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Message 7 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Hi,

I was wondering if there are any further developments? Like someone has checked the outside box or something?

I will say, we had 3 engineers come out, and the last one replaced pretty much everything. The wiring, hub, etc. to the outside and the issue persited. Now I'm not hugely educated on this stuff but that makes me believe that it's the street box or an oversubscribed area, an engineer coming out I don't think will solve anything if the previous 3 couldn't, and the last replacing everything, but that's just my thought.

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Gareth_L
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Message 8 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Hello XHesketh

What normally happens is a senior engineer gets booked to come out if the fault still persists with in 30 days from the last visit 

Can I please ask when the last visit was 

Gareth_L

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xHesketh
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Message 9 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

The first visit was around the 29th of April
The second visit was around the 3rd of May
The third and last visit was 8th of May

I'm not 100% on the specific dates but it's been longer than I thought, as I've been busy. The issues I stated have been apparent through all of this and before, although, I only started doing speedtests and looking into it further about 3ish week prior to the first visit and I finally got fed up with the issues and wanted to know what was wrong. It turned out to be more than I thought.

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Gareth_L
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Message 10 of 14
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Re: Very low speed, spiking ping, mutiple engineer visits didn't fix.

Thanks xHesketh

I'm going to look at getting a Senior Engineer out for you 

Something is not quite right and Id like to get this resolved 

I will probably  need to get back to you tomorrow now if that is okay 

Gareth_L

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