Latency issues since Bedford/Luton maintenance work on 16th Feb - how do I contact local support team?
Seem to be experiencing significant latency type issues gaming on my PC since last weeks maintenance work in the area.
Spoke with tech support Monday who made changes to my superhub. Phoned back 20 mins later with same problem and was advised an engineer would visit today with a new superhub. Today, phoned to check that an engineer was visiting and advised that one had not been booked, there was problem in the area etc etc. Escalated to a manager who advised that the next engineer available is on 2nd March !!! He says that he booked something but provided no times or anything, he also said he had raised a complaint with Area Manager to check for any faults in the area....
....so many mixed messages and no firm commitment to do anything.
There is definitely a fault somewhere, my PC is fine as last evening having experience significant problems, I disconnected from my broadband and connected the PC to my 4G service, everything worked without problem for 90 minutes. Within 5 minutes of switching back to broadband, game experiences lag type problems.
Something like this happened once before a few years ago when VM were doing an upgrade, eventually engineer visited, showed him some tracert info and he phoned his colleague, got something changed and everything was fine.
How can I get the right info to the right person to get this issue properly investigated?
Re: Latency issues since Bedford/Luton maintenance work on 16th Feb - how do I contact local support tea
Not sure if you're aware but the SH3's have inherent hardware issues relating to the Puma6 chipset. The long an short of it is this: you won't get a stable connection especially when gaming is concerned as it is reliant on latency much more than bandwidth. Not sure what the official stance is from VM but you're likely going to continue having issues until the firmware is fixed.
Although I could be entirely wrong.
It could be due to SnR but again, I'm no expert in relation to this but I know from past experiences that if they're out of their specified bounds the connection could become unstable, this is somewhat out of your control and VM will normally send an engineer out to fit an attenuator to the coax inside the house before the modem to bring the signal levels back to normal.