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dave123

Member
I have been with virgin for over 10 years. Just signed a new 12 month contract and suddenly ping rates are through the roof. I have tried all the customer support avenues to no avail. They refuse to admit to any changes in my service but it is blatent. Between 5pm and 11 pm it is impossible for gaming whereas a few months ago I was fine.

Their advice is to go cable or cancell, but Id have to pay the remaining balance ( 10 months) to do so.

I am now stuck with a totally useless service for a long period :(

im going to try to fight this so any advice on how to get away without charges would be a help
 

Mark.J

Administrator
Staff member
ISPreview Team
Is this the ADSL (Virgin.net) or Cable side of Virgin Media as the quality of the two can be very different? I take it from your mention of 'going cable' that it's the ADSL side, in which case many people have had frustratings with that side of their service.

Do you know how to run a tracerout? If not then go here, select Trace and click GO (please post your results - but please remove the last part of your IP for privacy reasons). This will give a rough idea of which servers might be causing problems on your connection and if you can identify that then reporting the data to VM may help to get it resolved. It's a good idea to run tracerouts at times when the issue doesn't occur and then also when it does.

http://network-tools.com

Sadly this is another example of why it's sometimes better to pay more and get a shorter term contract.
 

dave123

Member
thank you for the reply - yes it is ADSL I use pingplotter and here are the results

first to virgin.net

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 14 0 0.0 0 0 0 [192.***.*.*]
2 14 0 0.0 71 125 101 manc-bam-2.network.virginmedia.net [194.145.148.19]
3 14 0 0.0 99 342 225 manc-t3core-1a-ge-014-0.network.virginmedia.net [195.182.179.173]
4 14 0 0.0 97 335 227 man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]
5 14 2 14.3 147 344 233 gfd-bb-b-ae1-0.network.virginmedia.net [213.105.175.146]
6 14 0 0.0 144 346 237 gfd-dc-d-v301.network.virginmedia.net [213.105.172.181]


then to a gameserver in USA

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 601 0 0.0 0 3 0 [192.***.*.*]
2 601 0 0.0 46 182 97 manc-bam-2.network.virginmedia.net [194.145.148.19]
3 601 23 3.8 126 492 296 manc-t3core-1a-ge-014-0.network.virginmedia.net [195.182.179.173]
4 601 32 5.3 129 477 297 man-bb-a-as0-0.network.virginmedia.net [213.105.175.1]
5 601 36 6.0 125 608 306 [212.187.136.125]
6 601 30 5.0 111 543 307 ae-11-11.car2.Manchesteruk1.Level3.net [4.69.133.98]
7 601 32 5.3 139 450 307 ae-4-4.ebr1.London2.Level3.net [4.69.133.106]
8 601 22 3.7 102 445 308 ae-48-108.ebr2.London2.Level3.net [4.69.141.130]
9 601 27 4.5 90 472 305 ae-43-43.ebr1.London1.Level3.net [4.69.141.197]
10 601 31 5.2 76 465 304 ae-100-100.ebr2.London1.Level3.net [4.69.141.166]
11 601 23 3.8 159 531 372 ae-42-42.ebr1.NewYork1.Level3.net [4.69.137.70]
12 601 30 5.0 174 567 382 ae-3-3.ebr4.Washington1.Level3.net [4.69.132.93]
13 601 35 5.8 185 553 382 ae-94-94.csw4.Washington1.Level3.net [4.69.134.190]
14 601 29 4.8 193 655 387 ae-31-99.car1.Washington3.Level3.net [4.68.17.199]
15 601 29 4.8 207 541 380 XO-COMMUNIC.car1.Washington3.Level3.net [4.71.204.26]
16 601 32 5.3 207 536 381 207.88.13.74.ptr.us.xo.net [207.88.13.74]
17 601 31 5.2 213 542 384 ge7-0-0d0.rar1.nyc-ny.us.xo.net [65.106.1.17]
18 601 29 4.8 208 604 413 p6-0-0.RAR2.Chicago-IL.us.xo.net [65.106.0.29]
19 601 46 7.7 218 650 408 71.5.171.38.ptr.us.xo.net [71.5.171.38]
20 601 30 5.0 241 554 405 ws5.wbs.net [207.88.172.6]
21 601 29 4.8 236 622 411 66.237.108.130.ptr.us.xo.net [66.237.108.130]
22 601 30 5.0 233 573 405 war-clouds.com [67.106.81.125]


As yo can see it is the manc-bam-2.network.virginmedia.net [194.145.148.19] and manc-t3core-1a-ge-014-0.network.virginmedia.net [195.182.179.173] servers that initiate this.

I have sent these results to virgin via e-mail and by chat to their technical support but they claim that as my upload/download speeds are ok they will not do anything further :crap:

I was over 30mins this week on their tech support line being bounced between their tech support and admins but no-one would take responsibility or attempt to resolve this so I have an address to write to but Im not holding out much hope.

pings are fine off peak but between 1700 and 2300 are crazy so I think it has to be a server loading issue

I was quiet happy with my standard virgin servic ebut they offered me a 12 month deal at reduced rates if I took out heir phone bill package and assured me verbally that my internet package would not be effected. They have subsequently claimed that there is no change to my package/servers/usage etc but the evidence does not support this
 
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