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Simple self test steps, that will assist in helping you.
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Old 12-08-2009, 01:35   #1
webcrawler2050
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Simple self test steps, that will assist in helping you.

If you are experiencing, speed issues with your Virgin Media connection and require assistance. There are a few things, you will be asked for. In order, to make life a little easier, I've put together what will be asked for certain and a few “self help” steps.

These steps also, apply to network timeouts aswell as slow speeds.

Step 1] Reboot Virgin Media Modem & Router

Whilst this may seem, a very simple idea. It's very important indeed.


Step 2] How – are you connected from your PC to Virgin Media.

Are you connected, via Ethernet direct into the Virgin Media Modem or are you connected via another method. Providing this, in your request for help. Will assist everyone. Providing as much information here as possible, will help speed up the process

Step 3] Timing

Is there any specific times, you have your connection troubles. We will need to know, to rule out STM

Step 4] We need to see, PING results.

I strongly, recommend, you do this, on Ethernet, if you have a router and modem, please try Ping'ing sites will both, with router and without router and providing both sets of results.

If you are on Windows XP Please do the following..

Click start >> then run >> in the run box type cmd and press enter.

A black box, will pop up and in the black box, type ping www.bbc.co.uk (Or the website / IP you are having network timeout with)

If you are on Windows Vista please do the following

Click Start >> Then in the search box, just about the start button, type cmd – don't press enter, at the top of the start bar, cmd.exe will show up. Please click “cmd.exe”

A black box, will pop up and in the black box, type ping www.bbc.co.uk (Or the website / IP you are having network timesout with)

Once, you have done a PING please, keep CMD open

Step 5] – We need to see a trace route

I strongly, recommend, you do this, on ethernet, if you have a router and modem, please try traceroute for both, with router and without router and providing results for both setups.

You should, have CMD still open...

type tracert www.bbc.co.uk (Or the website / IP you are having network timesout with)

We will need to see results from both ping and tracert.

If you don't know how to copy from CMD.

Here is how. Top left hand corner you will see a box, icon, with c:\ click, this and then go down to edit, then click mark. Now, select the results you want to copy. Now, go back to the icon in the top left and click, edit copy and then paste them into the forum thread.


Step 6] Power levels

It will be very helpful, if you are able to post the upstream and downstream power levels.

Simple, open up your browser and type 192.168.100.1

Click downstream and paste the results from that page. Do the same for upstream

Step 7] Speed Test / Downloading

Using a site such as http://www.speedtest.net - get a speed test for your connection. I would strongly, recommend, doing this whilst you have no Wifi and testing this, with both methods. For example, if you have a router and a modem, do the test for both options. With and without router.

I must, stress, that these “speed test” sites are not always accurate, they can made inaccurate by a variety of things, specifications of the server, transit routing of the server, load of the server, etc etc.

Could you please, download some large files, 200MB plus and tell us the download speed.

Step 8] Anti Virus / Spyware / Malware

Have you got any of these installed? If so, does disabling them all, make a difference?


Providing as much information, to the users of Cable forum, will make life easier.

Network timeouts – If you are getting network timeouts on your Virgin Media connection, this is 99.9% a transit routing issue. Very simply, do the tests above and speak to the Virgin Media Technical Support.
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