Need help with internet.

[Mr alex]

So basically I'm with Virgin media Ireland and before this we've never had an issue with them at all. We're supposed to have 240Mbps down and 20 up and we do achieve this when the internet is working.

 

So on Saturday the 13th of October(ironic) we had an internet crash, it just disconnected all devices from the network but since then our internet has been crashing multiple times a day, when I say crashing I don't mean disconnecting but nothing seems to load or anything and on my computer(which is wired) I get disconnected from all games and the teamspeak server I'm always on but I stay connected to the network. (I had upwards of 70% input packet loss and over 1000ms according to teamspeak) 

 

We obviously rang our internet providers to see if they could help and they did try, they sent us a new modem free of charge but the issue is still happening with this modem and once we informed they sent out the 1st engineer to look at the issue. He wasnt very helpful as he just said my ethernet cable is causing the issue so we thought ok let's try it for 24 hours without that ethernet plugged in(it's the only ethernet in the modem and we only ever have at max 4 devices connected via WiFi) but the issue happened once in those 24hours. So we called again and they sent out another engineer who actually checked the lines but he said they were fine and just reset the modem.

 

Now this is where I'm at right now, when i use the WiFi all day nothing could happen at all maybe one drop at most but when I use my computer with ethernet it happens almost every 10-20 minutes. I assumed it was just the strain on the modem causing it but now I've got no idea what to think.

 

I havent been able to try the computer on a different ethernet due to where everything is in my house but I did just reinstall all my network adapters and drivers to see if that would help.

 

 

If anyone had any idea on what I could do or of you've had a similar issue let me know, thanks!

 

Sorry for the long message

 

Tl;Dr 

Internet keeps shooting up high ping and packet loss but stays connected to network 

 

 

[Tristerin]

5 minutes ago, Mr alex said:

Tl;Dr 

Internet keeps shooting up high ping and packet loss but stays connected to network 

While I did read it - this to me looks like your ISP has (example, not detailed at all) a hub that can give out 1000 GB per sec of bandwidth, and each person is allotted 1gb per sec, so they should only be putting 1000 people on that hub right, at max?  Well, they've put about 1200 people on that HUB and you are waiting your turn.

 

Are you streaming multiple devices? Your own network congestion can cause this as well.

[Mr alex]

Just now, Tristerin said:

While I did read it - this to me looks like your ISP has (example, not detailed at all) a hub that can give out 1000 GB per sec of bandwidth, and each person is allotted 1gb per sec, so they should only be putting 1000 people on that hub right, at max?  Well, they've put about 1200 people on that HUB and you are waiting your turn.

 

Are you streaming multiple devices? Your own network congestion can cause this as well.

No when I'm on my computer there's only ever my mum's tablet also on the network and I only ever have a game and a talking software open. This has been happening for over 3 and a half weeks.

[Tristerin]

1 minute ago, Mr alex said:

No when I'm on my computer there's only ever my mum's tablet also on the network and I only ever have a game and a talking software open. This has been happening for over 3 and a half weeks.

Do you live in an area where someone could have hijacked your wifi?  I.E. Condo, Apartments - have you monitored devices connected to it?  If this isn't the problem, its 100% your ISP from my experience. 

 

In the US when Charter does this to me, I call them and kindly explain to the CS rep on the phone the simple example above and how I pay for a certain usage and you are not providing it.  Miraculously, it fixes itself while on the phone and stops for at least 6 months before they attempt the same BS which throttles my internet.

 

Your ISP wont tell you they are the problem, until its fixed.  Demand what you are paying for, continue to pester and be the squeaky wheel that gets the oil.

 

[Mr alex]

1 minute ago, Tristerin said:

Do you live in an area where someone could have hijacked your wifi?  I.E. Condo, Apartments - have you monitored devices connected to it?  If this isn't the problem, its 100% your ISP from my experience. 

 

In the US when Charter does this to me, I call them and kindly explain to the CS rep on the phone the simple example above and how I pay for a certain usage and you are not providing it.  Miraculously, it fixes itself while on the phone and stops for at least 6 months before they attempt the same BS which throttles my internet.

 

Your ISP wont tell you they are the problem, until its fixed.  Demand what you are paying for, continue to pester and be the squeaky wheel that gets the oil.

 

Yeah I monitor the devices connected through the gateway and it's always just the devices we know.

 

We did say that we're paying for the service and it's ridiculous that's it's taking 3 weeks but they just decided to send out another engineer. They also said that they will be charging us for every visit from an engineer after this one which I think is completely unfair as its a problem with their service not us.

[Tristerin]

3 minutes ago, Mr alex said:

Yeah I monitor the devices connected through the gateway and it's always just the devices we know.

 

We did say that we're paying for the service and it's ridiculous that's it's taking 3 weeks but they just decided to send out another engineer. They also said that they will be charging us for every visit from an engineer after this one which I think is completely unfair as its a problem with their service not us.

Hook your PC only to the modem, to ensure its not your router.  Then see if you are having the same problem.  There should be ZERO issue with a single PC connected direct to the modem (your ISP can see your modem, router, devices connected etc and will usually say, ooo your router is the problem) - Id suggest you try this as well. 

 

Could be a failing router, though I have not experienced that before

[Mr alex]

Just now, Tristerin said:

Hook your PC only to the modem, to ensure its not your router.  Then see if you are having the same problem.  There should be ZERO issue with a single PC connected direct to the modem (your ISP can see your modem, router, devices connected etc and will usually say, ooo your router is the problem) - Id suggest you try this as well. 

 

Could be a failing router, though I have not experienced that before

They did say that but they sent us a brand new one for free but that didn't fix the issue

[Tristerin]

1 minute ago, Mr alex said:

They did say that but they sent us a brand new one for free but that didn't fix the issue

Router, or modem?  Never heard of an ISP giving out routers

[Mr alex]

4 minutes ago, Tristerin said:

Router, or modem?  Never heard of an ISP giving out routers

Sorry I meant modem, I always say router by mistake. We don't have a router only a modem.

 

It's the VM Hub 3.0

[amusedschrodinger]

I suggest making sure that the PC>Modem connection is back to normal first before touching anything else in your network.

[Tristerin]

16 minutes ago, Mr alex said:

Sorry I meant modem, I always say router by mistake. We don't have a router only a modem.

 

It's the VM Hub 3.0 

https://www.ispreview.co.uk/index.php/2018/02/quick-update-virgin-media-hub-3-router-latency-fix.html

[Mr alex]

29 minutes ago, amusedschrodinger said:

I suggest making sure that the PC>Modem connection is back to normal first before touching anything else in your network.

What do you mean?

 

26 minutes ago, Tristerin said:

https://www.ispreview.co.uk/index.php/2018/02/quick-update-virgin-media-hub-3-router-latency-fix.html

That's from June 2018 this problem started in October and nobody I know is having a similar problem. Just about all my family and friends have the 3.0

[Tristerin]

3 minutes ago, Mr alex said:

What do you mean?

 

That's from June 2018 this problem started in October and nobody I know is having a similar problem. Just about all my family and friends have the 3.0

Which service are you on, the 350M?  Reading the user comments that seems to be the upgrade path that has given them latency and packet loss like no other (last post was August 2018)

[Tristerin]

4 minutes ago, Mr alex said:

-snip-

The other option would be to purchase your own Modem on their approved list, if they have one.  Everything I am reading about that 3.0 hub you have says it sucks balls.

[Mr alex]

19 hours ago, Tristerin said:

The other option would be to purchase your own Modem on their approved list, if they have one.  Everything I am reading about that 3.0 hub you have says it sucks balls.

No body I know who has this box has any trouble with it though, so I'm not going to buy a new modem when it's obviously not the modems problem as it's been replaced and the issue is still happening. 

[Tristerin]

8 minutes ago, Mr alex said:

No body I know who has this box has any trouble with it though, so I'm not going to buy a new modem when it's obviously not the modems problem as it's been replaced and the issue is still happening. 

What internet package do you pay for?  Speeds wise.  I have 125mbps internet and stream 2 PCs and game on 2 others fairly regularly in my house at the same time with no latency, packet loss etc.

 

So you are unwilling to move your PC to test it (try a diff Ethernet, per your original post, do you mean different cable?  Wall outlet in your house? Try it at a friends house?)

Unwilling to purchase a Modem on the ISP approval list and see if that fixes it (I mean you can return it after, but ok)

 

Im not sure how much more can be helped via the internet forums.

[AngryBeaver]

If you are only seeing one disconnect via wireless and one every 10-20 minutes on wired. Then yes, it could be a cable issue and you need to replace it and see. Being disconnected once per day on wifi is pretty common tbh and isn't something that would set off alarms with me. Hell even here at work with a AP every 50-75 feet I still get DC's sitting in the same location several times a day. I get a random wireless DC on my mobile devices when at home and I have a very nice setup. So for wireless I am not thinking that is an issue.

 

So replace your lan cable and try again. They aren't expensive and if it runs through the walls or w/e just take the new one and use some good tape to tape the two ends together and just pull it through if possible. This removes the old wire while pulling through you new one.

[AbsoluteFool]

First things first.. You know the IP you scrambeled over is a local ip? There is abselutely no reason to hide it.

Secondly. ISP modems sucks. They will always do so. So unless you want to live in suffering and pain over high ping and poor service get your own that is not just the cheapest bs like the once your ISP put together. If you don't want to as you say in this post, then be without internet.

 

The best option for you is to buy a router and put the bs box your isp have given you into bridge mode.

[Mr alex]

On 11/9/2018 at 8:05 PM, AngryBeaver said:

If you are only seeing one disconnect via wireless and one every 10-20 minutes on wired. Then yes, it could be a cable issue and you need to replace it and see. Being disconnected once per day on wifi is pretty common tbh and isn't something that would set off alarms with me. Hell even here at work with a AP every 50-75 feet I still get DC's sitting in the same location several times a day. I get a random wireless DC on my mobile devices when at home and I have a very nice setup. So for wireless I am not thinking that is an issue.

 

So replace your lan cable and try again. They aren't expensive and if it runs through the walls or w/e just take the new one and use some good tape to tape the two ends together and just pull it through if possible. This removes the old wire while pulling through you new one.

It's not just once a day, almost every hour (commonly multiple times within an hour) we get massive ping and packet loss spikes on both wireless and wired. I can't remove any cables in the wall without messing with some terms my provider made my parents sign so I'll get the engineer to look at them.

 

23 hours ago, AbsoluteFool said:

First things first.. You know the IP you scrambeled over is a local ip? There is abselutely no reason to hide it.

Secondly. ISP modems sucks. They will always do so. So unless you want to live in suffering and pain over high ping and poor service get your own that is not just the cheapest bs like the once your ISP put together. If you don't want to as you say in this post, then be without internet.

 

The best option for you is to buy a router and put the bs box your isp have given you into bridge mode

The router isn't the problem here, it's been replaced. I've also never had a problem with this router for the 2/3 years I've had it before so why would it just start now. They're the most common ISP here in Ireland and literally all my friends and family have this box and it's pretty good, never any ping issues or any disconnections. Only these spikes that i started getting 4 weeks ago (nobody I know has a similar problem) . The engineers have even said they haven't seen it before so I'm almost certain there's a break in the cable somewhere. I can promise you it's not router related.