Broadband News

Do you belong to the Virgin Media 1 per cent club?

The timings were slightly different today but not by much and all the ping monitors we have checked for Virgin Media customers are showing the same issue once more, i.e. base line minimum latency has risen by around 20ms.

Ping monitor showing poor latency for Virgin Media customers

BQM on the evening of 17th May

20ms does not sound like much but when combined with the packet loss some people are seeing, and the best speed test we could find while writing this news update was 27 Mbps down and 11 Mbps up it is clear things are not good for Virgin Media customers again. A simple search on twitter shows lots of people complaining, and its not just our tools but other minor services like Amazon video people are reporting issues with.

Mark over at ISPreview chased Virgin Media for a comment earlier on Wednesday, where Virgin Media state 'A very small number of Virgin Media customers (less than 1%) may have noticed a deviation in their expected connection performance when using some tools and websites'. On that basis if the volume of queries being fielded on twitter and elsewhere by support staff is generated by a deviation for 1% we hate to imagine what would happen if 20% of the five million broadband customers where to have an issue.

The performance drop was a much sharper event on Tuesday evening so it is possible something did fail on their network and the work around is congesting more, but as the operator is reporting a loss of just 0.98% of capacity we'd hate to see the result of losing another 0.98%. The Wednesday evening performance drop took place over a 30 to 40 minute period, so fingers crossed the missing 0.98% will be found soon.

Comments

Yep - https://www.thinkbroadband.com/broadband/monitoring/quality/share/420ff87aa6543bc5497673941834d0085364cfb1-17-05-2017

  • cymru123
  • 7 months ago

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9c206c44037f286b7f42c83d8bd04fec

same here again.

  • BuckleZ
  • 7 months ago

@thinkbroadband It definitely affected connectivity for me to the @aaisp l2tp servers sadly Im not sure if my bqm… https://t.co/FRc61eK7F1

  • @Dragon2611
  • comment via twitter
  • 7 months ago

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3d91e3a6de34d071c942b2ab901aaee8d3975a53-17-05-2017

Speed less than 50 Mbps, and tech support says my segment running at 95% utilisation during peak times.

  • PAFH
  • 7 months ago

I am also a 1%er

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1cb5514b45c1bec29f4d392549c04e1ca141ea5e-18-05-2017

  • tonyforster
  • 7 months ago

I have two connections showing same issues here... can't do test as I'm currently in Canada.

  • mlmclaren
  • 7 months ago

@thinkbroadband yes I do, I hope it's sorted soon! https://t.co/Y65YQz26ZN

  • @johnthecyclist
  • comment via twitter
  • 7 months ago

tuesday was an appalling day for me, with increase ping in the evening, but outage during the day....

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6ca41f85bcd300f68823f8c3d95cb6d923b09704-16-05-2017

  • ianjeffery
  • 7 months ago

It was appalling last night. I normally have zero contention on my connection but last night I couldn't even get Amazon Video to trip over to HD let alone 1080p or UltraHD. Virgin Media's inability to communicate accurately and in a timely manner when they have issues is just not acceptable and is something the coms watchdog really needs to address. It shouldn't be down to users and media commentators to chase them for an answer.

Virgin Media you are an utter disgrace.....

  • MajorRPump
  • 7 months ago

Same for us here in the southwest on our 1Gbps circuit

  • steven19900
  • 7 months ago

According to the monitor yep, but I did spend the whole evening streaming UHD without any buffering issues.

  • Daemon66
  • 7 months ago

Yep - <a title="Broadband Ping" https://www.thinkbroadband.com/broadband/monitoring/quality/share/8a1f64e2569c4cf77af2a2bf42dc76766536cadd-18-05-2017.png

  • nickharv
  • 7 months ago

@Daemon66 The joy of a large broadband provider with a large and complex network, i.e. some video CDN may be totally unaffected.

The issue appears to be fairly widespread and people are complaining of slow speeds from other test tools too and real world use impacts.

  • andrew
  • thinkbroadband staff
  • 7 months ago

Yes have same problem, all though not as bad as everyone elses seems to be. Whether that is due to where I live or because I am only on 50/3 and don't do lots of streaming etc. But looks to of started Sunday and got worse over the Week.

Sundays Graph : https://www.thinkbroadband.com/broadband/monitoring/quality/share/721b30117d92d32149bd22dafefae725c8637d1a-14-05-2017

Wednesday Graph : https://www.thinkbroadband.com/broadband/monitoring/quality/share/208e6239ec6d5e6b026e1f9f0c2febdd90056357-17-05-2017

  • ttent
  • 7 months ago

I have no idea because the new tbb site is awful and all my ping monitors seem to have vanished :/

  • rtho782
  • 7 months ago

@rtho782 Have looked and your monitor on the virgin connection is showing the issue. To find it visit My Profile (link top right of page) or click https://www.thinkbroadband.com/my-profile when logged in and scroll down to the list of your monitors.

  • andrew
  • thinkbroadband staff
  • 7 months ago

Same here, it's this bad since Sunday 14/05/2017

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a9c4f12add6a986f2cd56be9c9fbe52de0564f08-18-05-2017

  • cammellogiallo
  • 7 months ago

I do love these BMQ threads as mine looks better than almost everyone else's.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f2de07bbdd8f4463e3e2914954295f7a0b2f74cf-18-05-2017

I mean everyone in the 1% affected, of course. ;o)

  • NickSpam
  • 7 months ago

funny they say 1% yet is there anyone unaffected - show me a bqm

  • BuckleZ
  • 7 months ago

Looks like they possibly fixed it. Not happening for me today and it's almost 8:00 PM.

  • Chaykin
  • 7 months ago

all good this evening here too

  • BuckleZ
  • 7 months ago

Started to get packet loss today, finc17 CMTS https://www.thinkbroadband.com/broadband/monitoring/quality/share/510b8448a4a1eb0f76632113aa28ac4f714f35dd-18-05-2017

tuesday, wednesday hump starts netween 7:45pm https://www.thinkbroadband.com/broadband/monitoring/quality/share/4408b8188b6894a8e6fe9a98344ac7a59a072a51-17-05-2017

sunday started very small about 7pm https://www.thinkbroadband.com/broadband/monitoring/quality/share/bbd29066c00b6ea99c63d97c50eb3f65c651a0d1-14-05-2017

  • francisuk20
  • 7 months ago

The packet loss does not look widespread so may be related to a single area possibly. Given the range of things reported in the last few days maybe Virgin Media has multiple problems that piled up, but the linx issue overall appears to have gone away for the time being.

  • andrew
  • thinkbroadband staff
  • 7 months ago

Better last night, my latency stayed flat through the evening. Amazon's American Gods did keep dropping out of UltraHD every now and again.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f512ee83aa6b88987de9c72d1df698fc4e3b50e-19-05-2017

There was a packet loss spike at about 12:30am then a latency hump about 2:30am. Interestingly, since yesterday the pattern of max latency has changed (I'm stuck on a SH3) there's far less yellow compared to previous

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e4f5d72f6bf98fa595c1591f728aa1b4492c684f-12-05-2017

  • MajorRPump
  • 7 months ago

Maybe if Virgin Media actually peered with people rather than resorting to their new Liberty Global don't peer with anyone policy then they could avoid issues where a loss of transit capacity impacts customers as more of that traffic could be peered off instead. Alas Liberty Global don't believe in peering it seems.

  • kieranmjones
  • 7 months ago

Well, I'm not in the 1% effected by this issue. But I am stuck with a puma 6. Would love to clean this mess up... but It's working much better than my Sky Hub ever did.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f2de07bbdd8f4463e3e2914954295f7a0b2f74cf-18-05-2017

  • jackjt8
  • 7 months ago

Actually, I am in the 1%... Great.

  • jackjt8
  • 7 months ago

https://i.gyazo.com/c4973503d68ceebb92b6c942e0724aff.png

  • theblackarrow
  • 7 months ago

Appears I'm in too -
https://www.thinkbroadband.com/broadband/monitoring/quality/share/0aeacbb505e9c1849f9468031e65ce1dff960637-20-05-2017

  • Digitalrider
  • 7 months ago

Hi DigitalRider that looks a very different issue compared to everyone else. Too regular too in terms of the pattern, looks almost like a router software issue.

What SuperHub are you using and is this connected to a router?

  • andrew
  • thinkbroadband staff
  • 7 months ago

is anyone still getting this?

I had a VM enginner come round and found that my connections were really dirty - at the house end and the street well end - about 3 meters from the house.

anyway, after removing the corroded copper end of the cables, and putting on a new connector the "power levels" are now back to with in tolerance.

I don't know if its related, but since then i have not had the spike in ping as seen before.

  • ianjeffery
  • 7 months ago

I was lucky I could dump them when the SH3 wasent getting enough BW to work properly.

Never looked back - FTTC working just fine here on business connection :)

  • ZenUser27
  • 7 months ago

just one night only

  • 1Gopher
  • 7 months ago

Is there a problem running the Speed tester in Firefox? It hung up a Step 2 twice in Firefox, but ran without problem in Edge.

  • pfvincent
  • 7 months ago

Further to previous comment, I've quit Firefox and reloaded, and it has now run OK!

  • pfvincent
  • 7 months ago

I'm still having these very high peaks in latency although they now seem to only occur during the busy evening period which is exactly the time I need it most. iplayer and skype unusable at these times. Anyone else in the same position ?

  • ian_mcarthur
  • 7 months ago

Here's an example of my bqm
https://www.thinkbroadband.com/broadband/monitoring/quality/share/aea666e54238496f1862af252eb9a99bc05e5dc2-23-05-2017

The period of high latency seems to have very sharp edges like its something switching on and off rather than a increase in the risk of contention.

  • ian_mcarthur
  • 7 months ago

My issue is one of Packet Loss, I am seeing regular Packloss (about every 3 minutes) on my 200Mb COnnection, making some applications unusable, I would not mind but my Utilisation is extremely low (combined with 200Mb Service), I really should not be seeing Packet Loss.

  • KarlyBoy
  • 7 months ago

  • TROTER
  • 7 months ago

Yes

  • TROTER
  • 7 months ago

Andrew, thanks for your reply. I'm using SH2 (hardware 3.11) running V1.01.33 in modem mode and my own router sat behind it. I'll try going back to just the SH (although the wifi is rubbish and means I have to keep rebooting it) and see what impact this has on the monitor.

  • Digitalrider
  • 7 months ago

I am a VMB 1%-er sadly in a bad way
https://www.thinkbroadband.com/broadband/monitoring/quality/share/7fe6003e56c1bfa03d1765671f452ca6bfae8e64-16-05-2017
Virgin Media Business 200mb Dynamic IP, because static is just broken and a WHOLE other fiasco.

Hitron in modem only with a pfsense box sat behind it.

Still seems to be occurring just to a lesser extent...

  • LudaLuke
  • 7 months ago

Thanks for the good advice Andrew. Monitor is fine on SH only so I'll go to town on my router now. Thanks.

  • Digitalrider
  • 7 months ago

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