Hi Matt, That sounds suspiciously like an MTU issue in the Virgin Media Network - I had this happen to one of my core network links when VM made a mistake on a configuration change.
Have you tried checking the size of pings you can send to various IPv4 addresses without fragmentation? I can't help you get in touch with Virgin Media though I'm afraid! Paul On Fri, 3 Jul 2020 at 15:19, Matt Carlin <[email protected]> wrote: > Evening all, > > I hope an email of this nature is allowed, but I apologise if it's not > (though I would still appreciate the help!) > > I'm hoping to bring to someone's attention a network issue which started > Sunday evening and is affecting parts of North London (N13, N14, N21 and > surroundings). I work in IT so I consider myself to be quite technical, but > there's only so much I can do as a consumer in this situation and I don't > know anyone who works for Virgin. > > My suspicion - based on our symptoms - is that there's a localised DNS or > routing issue affecting the areas I mentioned. Symptoms include slow or > failing DNS resolution and slow or failing connections to a range of > servers/services (WebEx, Zoom, Discord, my Citrix desktop using Citrix > Workspace). Actual download speeds, latency, and jitter all seem fine when > I use speed test websites (when I manage to get onto them), and I can > download large files at full speeds (when I manage to establish a > connection to the server). Using different DNS settings on my devices does > not work (verified by other people), but using a VPN to tunnel out of > Virgin's network does mostly get around the DNS resolution and connection > issues (also verified by other people), albeit not perfect. The fact that > using a VPN gets around the issues for the most part is why I think it's > DNS/routing, but I'm not a network engineer so I'm happy to be better > educated on the subject. > > Dozens - if not hundreds - of people are complaining about these issues on > social media and the Virgin Media forums, but the complaints are falling on > deaf ears. Customer service reps try to connect to our Virgin hubs and see > them offline when they are actually very much online - but this is because > of the aforementioned issues. They did put out an incident number for the > area on Tuesday, but I was told that an "engineer" went out to investigate > and couldn't see any problems, so they lifted the incident status... I > continue bashing my head against a wall trying to get these issues properly > escalated to a team that can actually troubleshoot DNS and networking > problems, but no one seems interested in hearing what I'm saying. > > I sincerely apologise for the ranty nature of my email, but it's been an > extremely frustrating experience, especially while trying to work from home > in these times. I'm just reaching out to see if there's anyone here who > works for Virgin Media, or knows someone who does, and if they'd be kind > enough to look into these issues on behalf of myself and several post > code's worth of people in North London. > > I'm happy to be contacted off list if anyone fancies reaching out. > > Thank you for reading. > > Matt Carlin > > -- Paul Bone Network Consultant PMB Technology
