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Superuser
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Message 11 of 19
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Re: Upstream interface issue

You might need to dsablle the hub's firewall, as I din't think there is a setting on the Hub 3 to respond to ICMP timeout echo requests sorry can't be more specific as I don't have a hub 3

 

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underbelly7
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Message 12 of 19
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Re: Upstream interface issue

Ah yes that'll be it. Enabled ICMP on WAN and seeing some info now - thanks.  

2017-10-13_10-59-28.jpg

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underbelly7
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Message 13 of 19
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Re: Upstream interface issue

Oh dear humanity. 4 days of being told the cause is over- utilisation in the area. Engineer who visited the property concurred. I was advised that I can come out of contract 3 days ago without penalty when speaking to retentions. Today I phoned to do just that, and I have been advised that information was incorrect. Today, the retentions representative advised that the over utilisation problem is 100% NOT affecting my property. Root cause unknown but local fault likely to be the problem. I can no longer come out of the contract without penalty. 

What are my legal rights here? 95% service level drop around the clock (not just at peak times). Have they've got me by the short and curlies?

 

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whitehoose
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Message 14 of 19
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Re: Upstream interface issue

If they've acknowledged the problem the internet pixies will be dealing with the situation as fast as their little legs will go.  Poking them with a stick may make you feel better - but it won't speed them up. 

Have a look here https://my.virginmedia.com/faults/service-status It might give some solace and even less information about what's what.  Updates aren't instant - but it gives you something to look at.

Best thing is find a book and try and have a bit of down time - certainly fretting won't speed anything up - quite the opposite in fact - or pretend it's the 60s.  Time the Tide and Virgin Media-ocre move for no man.

There is life without broadband, but not as we know it.

Seriously though - not a good idea to disable the firewall for any significant time.  Especially if in modem mode.

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Superuser
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Message 15 of 19
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Re: Upstream interface issue

That's better with the BQM, it looks fine apart from the high amount of packet loss which would be indicative of a technical fault. Keep an eye on the graph from around 4pm, any utilisation issues should start to rear it's ugly head from around then when the little darlings get back from school.

Personally, I would leave the thread alone until a VM pick up the thread and can give you an informed answer. and a Fault Number that will let you claim a discount off your bill. If you have had the price increase letter within the last 30 days you will be able to leave your contract without penalty. You should be able to leave without penalty if you have a utilsation issues with a bit pushing.

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underbelly7
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Message 16 of 19
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Re: Upstream interface issue

Social and personal use aside, my wife and I work from home regularly. Our ability to do so was affected last night and earlier in the week. Constant VPN disconnects and lag. I couldn't careless if Netflix buffers so long as we're able to maintain a stable enough connection to work. Service-status page declares there are no outstanding faults in my area. Lauren from VM Retentions insist there is nothing affecting my property - so why has an over-utilisation discount been applied to my account? They concede there's an issue and reduce my bill but when I ask to be released from contract, I'm told there's no faults affecting my property

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Superuser
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Message 17 of 19
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Re: Upstream interface issue

I would be aware that the service staus only reports Cat 1 faults affecting many thousands of users, contention issues will not be reported. You do have a technical fault which maybe localised which will not show up on the service checker.

I would wait for an informed response from the VM team, bearing in mind that they answer from your last post on the thread, so if you bump the thread you will go to the back of the queue.

The easiest way to leave without penalty would be via the price increase letter. If the 30 day period has expired and you do have a confirmed utilsation issue (with Fault Number) which will not be fixed in a timely manner, then you can ask to leave without penalty. if VM refuse then you can contact CISAS the independent adjudication service to resolve the deadlock.It will be worth mentioning them when asking to leave without penaly.

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Forum Team
Forum Team
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Message 18 of 19
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Re: Upstream interface issue

Hi there underbelly7,

 

Welcome to the community and thanks for posting.

 

My apologies you are experiencing an issue with the broadband connection.

 

I would like to check this in more detail, however I was unable to locate your account. If you can send me a Private Message confirming your name and full address, I will look further into this.

 

Hope to hear from you soon

Sam


New around here? To find out more about the Community check out our Getting Started guide


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underbelly7
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Message 19 of 19
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Re: Upstream interface issue

Thanks Sam but I cancelled my contract with VM earlier today. This afternoon, a Principal Engineer visited my property and diagnosed a fault with the street cabinet. Subsequent calls to Tech Support and Customer care finally exhausted my patience. No one could locate any information from the network error fault code provided. I was simply after a fix ETA. I should add this was after being sent from pillar to post by the offshore tech folk who once again, tried to fog me off with utilisation issues. Customer Care then promised they'd try and come back to me with more info by Thursday. This was the final straw for me.

I don't wish to waste any more of my time on this. I paid to be released from my contract (with 4 months left) and I will be submitting a claim for reimbursement through the appropriate means. What an awful and costly experience this has been. How would I describe Virgin Media Customer support? Disjointed, incompetent, ineffective and simply uninterested. 

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