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NothingWorks1
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Constant Disconnects And Very Slow Speed!

I have been having constant internet disconnects for the last few months. Calling the customer service and speaking to the tech team hasn't helped. They end up reducing few quids!

I work from home a lot and it is not fun when the VPN keeps dropping or you are getting thrown out of the conference calls! I wanted to get out of the contract (as there is another 3-4 months to go), but I was told that I wont be able to do that. I then wanted to downgrade my package as I am on the vivid 200 (getting speed around 15mbps) and I was told that downgrading my package means that I have to take another contract!

I am paying £113 for this rubbish service and I live in North London! I am a tech guy and have tried all the obvious things like trying modem mode, changing the channels, trying only 2.4 or 5Ghz bands! Nothing works, it keeps dropping every now and then!

And I am paying for the 200mbps speed and not even getting 10% of it!

Posting here is my last attempt to see whether someone can help.

I have used Virgin number of years in a different postcode and was very good. But it looks like there is a lot of network congestion in the area and the company just keeps taking new customers promising the impossible!

An engineer did come down initially and confirmed that everything is setup correctly in the connection box outside and the cabling. I see a lot of T3 timeouts in the logs as well!

No Ranging Response received - T3 time-out

Any help is much appreciated.

Thanks

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NothingWorks1
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Message 2 of 7
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Re: Constant Disconnects And Very Slow Speed!

More info from Super Hub 3.0

  1. Downstream bonded channels
  2. Channel Frequency(Hz)   Power
  3. (dBmV)  SNR
  4. (dB)    Modulation  Channel ID
  5. 1   298750000   1   38.9    256 qam 17
  6. 2   322750000   0.5 38.6    256 qam 20
  7. 3   314750000   0.5 38.6    256 qam 19
  8. 4   306750000   0.7 38.6    256 qam 18
  9. 5   290750000   1   38.9    256 qam 16
  10. 6   282750000   1   38.9    256 qam 15
  11. 7   274750000   1   38.9    256 qam 14
  12. 8   266750000   1   38.9    256 qam 13
  13. 9   258750000   0.9 38.6    256 qam 12
  14. 10  250750000   1   38.9    256 qam 11
  15. 11  242750000   1   38.9    256 qam 10
  16. 12  234750000   0.9 38.6    256 qam 9
  17. 13  226750000   1   38.6    256 qam 8
  18. 14  218750000   1.2 38.9    256 qam 7
  19. 15  210750000   1.2 38.6    256 qam 6
  20. 16  202750000   1.5 38.9    256 qam 5
  21. 17  194750000   1.9 38.6    256 qam 4
  22. 18  186750000   1.9 38.9    256 qam 3
  23. 19  178750000   2   38.9    256 qam 2
  24. 20  170750000   2   38.9    256 qam 1

 

  1. Upstream bonded channels
  2. Channel ID  Frequency(Hz)   Mode    Power
  3. (dBmV)  Modulation  Channel Bandwidth(Hz)   Symbol Rate (ksps)
  4. 55  46200000    ATDMA   45  64 qam  6400000 5120
  5. 56  39400000    ATDMA   45  64 qam  6400000 5120
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Forum Team
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Re: Constant Disconnects And Very Slow Speed!

Hi NothingWorks1,

 

Welcome to the Community!

 

Really sorry to hear you're experiencing speed issues.

 

I've located your account and I can see an issue with the network in your area affecting speeds at peak times - Ref.(F004781460). Our technicians are working to get this resolved and have set a review date of 24th May 2017.

 

I'm really sorry for any inconvenience this may cause.

 

All the best

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


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Andy1975
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Message 4 of 7
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Re: Constant Disconnects And Very Slow Speed!

Just so you know that the review date admin gave you is not a fix date and its VERY likely to get pushed forward months if not YEARS with no fix... They are also well known for closing faults as complete and still have the same issue for them then to start a new fault.

If you call 150 and give customer services the fault code (as they cannot find them unless you give it them) they will give you a small refund for diminished services, which you have to phone monlthy to get.

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backtothefuture
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Message 5 of 7
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Re: Constant Disconnects And Very Slow Speed!

I assume in situations such as this you are free to leave Virgin Media penalty free as they are unable to provide the service you are paying for.  Giving a date almost 3 months away as a potential review date is an unreasonable amount of time to have to wait for a solution.

-

If I have helped please feel free to give 'Kudos' by clicking on the thumbs up icon against any of my posts. If I have helped to solve an issue you can also click on the 'Mark As Helpful Answer' link to mark it as helpful.
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NothingWorks1
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Re: Constant Disconnects And Very Slow Speed!

Hi All,

Thanks for the advice.

I tried to tell customer service that I want to end my contract which I believe is up until June this year and they were not at all bothered!

They said that it is not possible irrespective of the fact that they don't provide the service! So I asked for downgrading my package, but then I was told that they will mean that I am taking a new contract for another 1.5 years!

And the fix date of May 2017 is a complete joke! I took the contract in Jan 2016 and raised these issues straight away and I was told that it will be fixed in May 2016 and then it became June, then July and on and on!

These guys don't want to fix the problem and at the same time keep ripping of the customers without even providing anywhere near if the service they advertise!

Virgin Moderator, can you answer my concerns please rather than giving me a fix date few months away, which is just a joke?

Thanks
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NothingWorks1
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Re: Constant Disconnects And Very Slow Speed!

Josh,

Can you reply to my concerns in the previous post please?

I don't want to keep paying £113 per month for this rubbish service!

Thanks.
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