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LFranco
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Message 1 of 20
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Nice service Virgin Media, getting 1 instead of 100

This will be quick, four engineers have come and none of them was capable enough to solve my problem, I'm paying for 100mbps and receiving less than 10, sometimes less than 1 and can't even open YouTube. I feed up with engineers coming to my house, changing the router and saying "oh its a problem in the area" even though every time I talked with an agent from the chat they told me that there was no problem in the area. The last engineer came and took 20 minutes to do NOTHING, this problem has been going since November I don't even know why I still using this service, it is literally pathetic that 4 engineers could not fix this, I am amazed.

For the first couple of months, the speed was pretty good it ranged from 50 to 115 (most of the times 80). But now is unusable most of the times.

I don't know what to do because I can't end the contract since I would have to pay an early disconnection fee for the remaining duration of the contract, (which is a scam if you ask me) and I'm sorry but I won't be giving money away for free like that.

The funniest thing is that every time the engineer came, the speed went up to normal for a couple of hours or a day. I guess will have to keep calling engineers every day until the problem is solved. It's nice that engineers don't cost me anything apart from a headache.

I'm currently in area 015 (N15 5JH).

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tommey
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Message 18 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

With the issues you are having Virgin Media would allow you to leave without any fees just request a fualt ticket and speak to Virgin Media retention's department over the phone.

It is a strange one however as you say none of your neighbours have the same issues but you also say that the engineers have said there is problems in your area......

If it is indeed a SNR issue I am surprised they have allowed it to continue for so long.

As I see it you have 2 choices ask Virgin to let you leave with no penalty or stay and demand a fault ticket and estimated fix date along with compensation by credit to your bill.

Good luck with whatever path you take.


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 -  Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET

However thanks to BT Fibre Broadband I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Superuser
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Message 2 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.


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LFranco
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Re: Nice service Virgin Media, getting 1 instead of 100

I hope this is what you're looking for.

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

12990000000.538.9256 qam13
23230000000.438.9256 qam16
3315000000038.9256 qam15
43070000000.540.3256 qam14
52910000000.538.9256 qam12
62830000000.738.9256 qam11
72750000000.538.6256 qam10
8267000000-0.238.9256 qam9
9259000000038.9256 qam8
10251000000038.9256 qam7
11243000000038.6256 qam6
122350000001.438.6256 qam5
132270000001.727.7256 qam4
142190000001.532.3256 qam3
152110000002.438.9256 qam2
162030000002.738.6256 qam1

 

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

9039400000ATDMA4364 qam64000005120
9225800000ATDMA4364 qam64000005120

 

Date And Time Error Number Event Description

2017-02-04 19:50:53.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 19:51:10.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:01:23.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:01:36.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:04:59.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:05:00.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:05:15.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:05:19.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:05:51.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:06:20.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:06:24.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:06:30.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:09:11.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:09:41.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:12:05.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:13:23.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:13:37.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:14:20.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:15:15.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 20:15:23.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Superuser
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Message 4 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

Kay somethings up there-

Set up a BQM

HERE

 Run it for say 24 hrs, and post the result.

 Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

BQM.jpg

 

 


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LFranco
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Message 5 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

2017-02-10 (1).png

Please help, I cant load virgin media's page

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LFranco
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Message 6 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

Still waiting for an answer, is anyone in area 15 having similar problems?

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Superuser
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Message 7 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

Its an odd one- Ill flag for staff to get a look at.

You dont seem to be getting increases in latency we would expect to see from overutilisation, but your packet loss is woeful.

 

 


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Forum Team
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Message 8 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

Thanks for taking a look Kippies.

 

Hello LFranco

 

Welcome to our forum, I am truly sorry you are having this problem with the connection, we will do our best to help.

The line and hub look good, I did wonder if it was an area SNR problem but that is looking good for the last week, traffic not too bad. 

Please would you bring us up to date, how has it been the past week, is the BQM still showing a problem?

Also please would you give the hub a reboot to zero our network counters so we may monitor from then on.

 

Thank you

Nicola

Virgin Media Forum Team
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LFranco
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Message 9 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

My Broadband Ping

It did improve but still, sometimes it is unusable

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Forum Team
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Message 10 of 20
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Re: Nice service Virgin Media, getting 1 instead of 100

Hello LFranco

 

Thanks for the update, looking back it may well have been an area SNR issue however as I say for the last week it has been good. Does the BQM graph look better?

 

Thank you

Nicola

Virgin Media Forum Team
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