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chomerly
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A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

If i had a recommendation on whether or not it is worth staying with Virgin Media, right now i would say no.
I've had to deal with the most flippant, uncaring couple of people from retentions whom i have ever had the displeasure of dealing with.  Neither seemed to care about why i ended up calling them, almost as if they were taking for granted that customers who are going to leave will be coming back anyway.  Because Virgin Media have the fastest broadband going and that is more important than anything else.
If this is the standard of customer relations today then i can only recommend that you stay away or, if you are leaving, stay firm to disconnecting your services and go elsewhere.

It all started with a phone call to customer relations with regards to my broadband.  It is temperamental at best, which leaves me with connections fluctuating between 220Mbits one minute and 9Mbits the next.  And when i say one minute i am not exaggerating.  I mean that i can do a speed test and get a varying triple figure speed one minute and then within a few minutes of doing the same test with no other devices connected to my network i can get less than double figure speeds.  And all of this from a 200Mbit connection.
Having spoken to customer relations about my connection issues and how it affects my online gaming and online entertainment, i was told that the issue is partly down to maintenance in my area (area 04).  I was also told that my area is experiencing a higher utilisation than normal, which i took to mean that the area is suffering due to oversubscribing, and that at peak times i should expect to see fluctuations in overall speed.  My issue isn't that i lose speed due to high utilisation.  My issue is that my connection has been suffering for over 14 months with this same issue of extreme fluctuations and i am here having to suffer it again.  In the past 14 months i can honestly say that i have had maybe four months where there hasn't been any interruption.  And these are not consecutive months either.
In this time i have had 3 Superhub two's, two Superhub three's, seven engineer visits including two lead engineers and a new cable from the street cabinet to my property which is around 40 metres from my house.
Anyway, i was told by the person i spoke to at customer relations that he was going to boost the signals to my hub and that should clear up the issues, but i should expect some issues during the day due to maintenance and utilisation.  Fair enough!
I was asked to run a speed test, which i did, and reported back that everything seemed to be satisfactory.  I went off to pick the kids up from school and after an hour so of getting back i ran another speed test and low and behold 9.48Mbits a second.

"Here we removed go again".

I rang 150 from my phone and went straight to retentions this time.  I explained to the agent what i was going through and what i was told. He explained to me that he was limited to what he could do due to the different systems they use for various departments.  He also explained to me that he could see in the notes that i was told about the maintenance and that it wasn't going to be completed until June........."Whoa!, whoa! whoa!" i said.  "When did you say it would be completed?"  He repeated that it wouldn't be until June and i explained that at no point was it ever relayed to me that this work would going on until June.  And it's not like i mind the fact that maintenance work has to be done but if i can expect to be getting this level of service until then, which i have been having to deal with since October of 2015, then why should i continue to pay an amount which is for a service advertised as being, in part, ....."It’s not just faster, it’s more reliable too."?
I explained to the agent i was speaking to that the consistency, or lack thereof, was what was affecting my normal home leisure and entertainment and that if Virgin Media couldn't provide that consistency then i would have to go elsewhere to get it.  And like clockwork the usual rhetoric of "Well you had downloaded 600GB last month...." and "BT or Sky wouldn't be able to handle that....".
My response to that was that it is irrelevant what i have downloaded.  As someone who buy's games digitally and uses online entertainment services like Amazon Prime and Netflix etc. on a regular basis that my usage would be higher than the average.  And whether i used 1TB per month, there was nothing in any information that i have read that tells me, or implies that if i use over a certain amount of data per month that any connections issues i have suddenly become forfeit.  And to suggest that i don't really have a complaint based upon my data usage highly misleading in my opinion.
Lets just say that after the conversations i had with both people from retentions, the second of whom answered the phone like he had to suffer another phone call, and the multiple calls i've had to make to customer relations in the whole time of dealing with these issues, it left me with no option other than to give my 30 days notice of intent to end all of my services with VM.  This after being a customer for over ten years, and being made to feel like that wasn't of any value.

Based on the phone calls, the misinformation and the quality of service i've had, i can honestly say that this experience is not what i would expect and would not expect other people to receive either.
Sometimes it is better to get a great customer experience instead of getting the fastest speeds possible.

[MOD EDIT: Inappropriate Hyperlink removed, please review the Forum Guidelines]

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Superuser
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Message 2 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

Sounds like a combination of issues. Overutilisation would mean CONSISTENTLY poor speeds at peak times, not varying throughout the day. However putting 600GB of usage and the symptoms together...

Do you use P2P by any chance?

Because upstream traffic management could well be responsible for the random speeds you are seeing.

 

 


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chomerly
On our wavelength
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Message 3 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

No, nothing P2P, unless any of the service providers I use like Origin, Steam, UPlay, PSN or Xbox Live uses it.

If it is down to upstream traffic then it would be nice to be told that. but so far it's been nothing but script and opinions. Facts seem to be few and far between.
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Bartman007
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Message 4 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

Quote from OFCOM: Codes of practice






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All the information I provide is available on Google Search, I just make it simple for you Smiley Happy
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Superuser
Superuser
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Message 5 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

Yeah if its all downloading games, upstream management isn't going to come in to it, its vanilla overutilisation. Time to look at other ISP's.

 


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Superuser
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Message 6 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

utilisation is one thing as said above and you seem to be suffering that but 200 to 10 or whatever in a minute or so is not utilisation - its a fault

start with the easy stuff are you testing wired or wireless and post the upstream and downstream levels from the hub

you have certainly been involved with the script readers otherwise known as offshore - they cannot boost your signal - thats complete rubbish - as to june that will be no more than a review date - the utilisation may be resolved by then or you may get a new date further into the future

but post the levels and lets see how they are  

____________________

Tony
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chomerly
On our wavelength
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Message 7 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

I know it's a fault but trying to get that across to people who seem flippant about it is like dragging a dead weight up an icy hill.  I remember when i intially started to get these issues.  We had some seriously hard thunder storms and heavy rains a day or so prior to when this issue first manifested itself.  I left it a few days to see if it was an issue that VM knew about and would fix in due course but this didn't happen. So i called in to notify them of the issue and what my thoughts were on the cause because it seemed to be related and I've explained it to many different advisers each time i called in, but here i am today at the end of what seems to be my final month of being a customer of over a decade. 

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Superuser
Superuser
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Message 8 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

entirely up to you - the VM people here will look and see if they can see anything - if the levels are wrong they will arrange a tech - you dont need to convince them but it takes them at least a week to get to posts - so post the levels if you want them looked at - leaving is down to you - if it can be sorted then that may change your decision

post the network log and give some info how you are testing - all thats only needed if you want to think about a change of mind and staying with them - its worth sorting as they may well start to make offers [lower] on your deal to stay

____________________

Tony
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chomerly
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Message 9 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

Well here's a little snippet of what i can see on the log. I have no clue what it all means so i'll leave to those who are much more knowledgeable than i am.

Upstream bonded channels

Channel ID

Frequency(Hz)

Mode

Power
(dBmV)

Modulation

Channel Bandwidth(Hz)

Symbol Rate (ksps)

3

32600000

ATDMA

44

64 qam

6400000

5120

4

25800000

ATDMA

44

64 qam

6400000

5120

2

39400000

ATDMA

44

64 qam

6400000

5120

1

46200000

ATDMA

44

64 qam

6400000

5120

 

Downstream bonded channels

Channel

Frequency(Hz)

Power
(dBmV)

SNR
(dB)

Modulation

Channel ID

1

315000000

5.9

40.3

256 qam

15

2

323000000

6

38.9

256 qam

16

3

307000000

5.6

40.3

256 qam

14

4

299000000

5.5

38.9

256 qam

13

5

291000000

5

40.3

256 qam

12

6

283000000

4.6

38.9

256 qam

11

7

275000000

4.3

38.9

256 qam

10

8

267000000

4.4

38.9

256 qam

9

9

259000000

4.3

38.9

256 qam

8

10

251000000

4.3

40.3

256 qam

7

11

243000000

4.3

38.9

256 qam

6

12

235000000

4.4

40.9

256 qam

5

13

227000000

4.3

40.3

256 qam

4

14

219000000

4.1

40.3

256 qam

3

15

211000000

4.1

40.3

256 qam

2

16

203000000

4.4

40.9

256 qam

1

 

Network Log

Date And Time

Error Number

Event Description

2017-01-25 15:24:55.00

68010100

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-26 13:51:16.00

68010400

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-26 13:51:16.00

68010600

DHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-27 02:56:15.00

84000500

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-27 02:56:15.00

84000700

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-27 02:56:15.00

84000500

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-27 02:56:19.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-01-28 00:45:25.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-03 10:54:12.00

68010100

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-04 12:05:31.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:36:54.00

84000500

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:36:55.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:38:59.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:39:34.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:50:47.00

84000500

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:50:49.00

84020200

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:52:57.00

82000400

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-08 15:53:29.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-13 11:14:01.00

68010100

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

2017-02-13 16:19:18.00

82000200

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Superuser
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Message 10 of 15
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Re: A good example to not be a repeat customer of Virgin Media? (Warning! Lengthy moan)

and the upstream and downstream levels - they are the first port of call

go to 192.168.0.1 dont log in - gotro status and then config and post the levels

____________________

Tony