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gaol
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Fault in EH14 over 2 years, resolved without fix

I have been suffering from high utilisation for over two years in my area, with constant new review dates, under reference F003320079.  I was advised today by PM from your ModTeam that this was fixed.  It isn't - speeds are worse than ever.  Some work may have been carried out, I received an IP address change, which helped off-peak somewhat however peak speeds are still very poor.  Can someone investigate please and explain why this has been marked as resolved when it clearly isn't and either re-open or supply a new reference.

The original thread is archived at http://community.virginmedia.com/t5/Forum-Archive/Poor-speeds-and-Ping-EH14/m-p/2803330#M1195177

05144775805124b488758fc9848872d0-04-11-2016.png

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(The same equipment gets 159mbps off peak)

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SlowSM7
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Message 2 of 12
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Re: Fault in EH14 over 2 years, resolved without fix

2 years, you've been very patient. I'd look for another ISP
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Re: Fault in EH14 over 2 years, resolved without fix

Hi gaol,

 

Thanks for taking the time to post on the community.

 

I'm sorry to read that you are still experiencing slow broadband speeds.

 

I've taken a look at the network and the traffic during peak hours is running low, which is good.

 

I can see that you have quite a few devices connected through wireless, can you try speed tests through wired and whilst the Super Hub is in modem mode please? This will eliminate other devices connected.

 

Let me know how you get on
Sam


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gaol
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Re: Fault in EH14 over 2 years, resolved without fix

The same problem applies with a wired connection in modem mode.

5801125214.png5801129796.png 

This is a peak time issue only as shown by the TBB monitor.

4c87c243a156bef9870bacd4760f3d60-13-11-2016.png

 

Per my previous posts, I have been affected 2 years and the previous fault reference has been closed without resolution for me.  Can my line be investigated for the cause of the peak time utilisation please.

(For the avoidance of doubt here is an off peak resultSmiley Happy

5788770355.png

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Re: Fault in EH14 over 2 years, resolved without fix

Hi gaol,

 

Thanks for getting back to me and posting the BQM/speed results, I appreciate it.

 

With regards to this issue, there is something that is not right during peak hours and the fault ticket for high peak time has been closed.

 

For this I will pass this across to one of my colleagues just to run through some more tests during these hours and they will get in touch with you with their findings.

 

Regards

Sam


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Re: Fault in EH14 over 2 years, resolved without fix

Hello Gaol

 

Thank you for your patience, I just wanted to give you an update and let you know you have not been forgotten. At the moment we are having difficulties obtaining usage data from the CMTS that hosts your connection, basically we cannot see what is going on. Our engineers are aware and we are doing our best to fix it, once we have the data we will be able access the traffic. Realistically it may take us a couple of weeks to resolve and then give us meaningful data. Once we have that we will update you.

 

Thank you

Nicola

Virgin Media Forum Team
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gaol
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Message 7 of 12
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Re: Fault in EH14 over 2 years, resolved without fix

Thank you for the update, please see readings from last night below.  The issue is now actually worse than when the fault ticket was open for two years, I was usually able to count on at least 5 meg down.

5809369995.png27fd231a2c14ac19a0bf76f2c7c5f082-19-11-2016.png

When you get an update I would appreciate an explanation as to why the previous fault reference was closed and a credit for the reduced service for the current monthly billing period.

Thanks.

Alan

 

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Message 8 of 12
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Re: Fault in EH14 over 2 years, resolved without fix

Hi, I am still waiting on an update for this.  Evening speeds continue to be terrible.

5849000441.pnga60ad6d490a7f25c6d927179d6a78b6a-03-12-2016.png

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Message 9 of 12
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Re: Fault in EH14 over 2 years, resolved without fix

Hi gaol,

Nicola's escalation for our system reporting issue has been resolved. I have just tested from here and can see that capacity on this CMTS is not sufficient to handle the peak time load.

I've just escalated this to Networks who will make plans for an upgrade. I'll get back to you with the fault reference number as soon as I have it.

Bye for now,


Jen
Forum Team



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Message 10 of 12
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Re: Fault in EH14 over 2 years, resolved without fix

Hi still waiting on fault reference and bill credit for current month.

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Has been terrible for hours tonight and can barely sustain 1 video stream, I have had utilisation for years but never anything like this, speed just drops like a stone around 8pm.  Guy across the road who runs off a different street cabinet says he has no issues ... would connecting me to that one help?  It was offered before when I had low power signals but they just put in a booster instead.

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