Menu
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
373 Views
Message 1 of 11
Flag for a moderator

VM200 avg 20Mbps with severe service drops.

OK... I will try to condense my rolling issue into a few short paragraphs to get to the point.

I have had poor service since I moved into this area (3 Years) with speeds slowing down overtime but its only within the 12 months it has become bad.

For years I have stood by Virgin Media and worked through the issues with speed ping and connection quality but its been a long year calling customer service reporting the faults only to get no where.

I am at the point now where a "Senior" engineer is coming out to try to get to the bottom off this issue.

I have gamed for years and chose Virgin Media to be the ISP I use for the awesome service they used to provide but those days are gone and I held off renewing my account unitl I give up or the service level is back to where it should be.

Usually I game with a fairly low ping but the connection quality is lacking... severe packet loss and lag spikes are kicking in and kicking me out off games / services.

I work in the industry and know when I am getting done over so I am here in hopes the community can help establish my problems.

A techie came today to replace the router while I was at work so I have no historic data but firstly can some one please confirm that these power levels are within range... I am not certain what the acceptable criteria is.

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 -5.2 37.6 256 qam 75
2 323000000 -5.2 37.3 256 qam 78
3 315000000 -5.4 37.3 256 qam 77
4 307000000 -5.4 37.3 256 qam 76
5 291000000 -5.2 37.6 256 qam 74
6 283000000 -5 37.3 256 qam 73
7 275000000 -4.5 38.6 256 qam 72
8 267000000 -4.2 38.6 256 qam 71
9 259000000 -3.9 38.6 256 qam 70
10 251000000 -3.9 38.6 256 qam 69
11 243000000 -3.5 38.6 256 qam 68
12 235000000 -3.5 37.3 256 qam 67

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
33 46200000 ATDMA 43.4 16 qam 6400000 5120
35 32600000 ATDMA 43.4 16 qam 6400000 5120

Anything else I can provide quickly. 

For the love of the spaghetti monster please help me!

0 Kudos
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
333 Views
Message 2 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

 

I see there is lots of help to be had here.

0 Kudos
Reply
  • 9.99K
  • 293
  • 625
Forum Team
Forum Team
311 Views
Message 3 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

Hey eMP3Danie,

 

Thanks for posting and a big welcome to the community Smiley Happy

 

Sorry to hear about the connection problems you've been experiencing. Also apologies for not replying sooner, we're quite busy at the moment.

 

I've just taken a look at your Hub and all looks well. Your power and SNR levels are within range, there's no time-outs and at the moment the area is also free of fault.

 

Since the engineer visit have you noticed any improvement? Is the Hub 3 performing better for you?

 

Please get back to us if you need us to investigate further.

Thanks again.

Heather_J

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


0 Kudos
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
292 Views
Message 4 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

Thank you for the quick response...

 

http://www.speedtest.net/my-result/5975076814

 

Sorry... had too.

So in a nutshell no!

My broadband is still as flaky as it has been since it was installed, I am not going through the call centre again as no one could identify the fault. As I mentioned this issue has been going on for years and has been reported for years too.

The engineer was booked to come out on the day mentioned but didn't even show his/her face... the cut off point for the visit come and went so as a last ditch effort I called the service centre and aired my issues once again.

After an hour someone transferred me to retention where they offered an apology as the engineer did show up but didn't come to the home.

They said that they identified the issue and it will be fixed on the 27th January, they issued a rebate for £30 odd pound as a loss of service from now till then.

The connection since has been the same and I don't get any higher then your 35Mb which is less then the lowest package, this is irrespective of time too.

All I know is you have identified an issue and I have been paying for this rubbish service for 3+ years, about time you offer so real recompense. 

So again no... still not happy!

0 Kudos
Reply
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
259 Views
Message 5 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

Evening eMP3Danie,

 

Thanks for getting back to us.

 

My apologies that you are still having issues with your broadband speed and for the engineer not arriving.

 

I've taken a look at your connection and there has been a high peak time traffic fault raised in your area which is causing slow speeds. The reference number is F005007853 and has a review date of 22nd March.

 

Do you achieve these speeds at all times of the day or just at peak hours?

Are you testing through a wired or wireless connection?

 

Let us know how you get on

Sam


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


0 Kudos
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
256 Views
Message 6 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

This is pretty standard... and I have been told there was no over utilisation in the area... if this is the case why am I only hearing about this now?

Its OK pointing the fingers at different areas but this issue is set to be resolved on the 27th Jan.

 

Nobody at Virgin is being transparent.

0 Kudos
Reply
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
249 Views
Message 7 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

Morning eMP3Danie,

 

Thanks for getting back to me.

 

In regards to the high peak time traffic fault, this was recently reported to our networks team for further investigation.

 

With the other issue that you mentioned for the 27th January, this is in relation to a re-pull which is a separate issue. You can give us a call on either 150 free from a Virgin Media landline or 0345 454 1111 to discuss this further.

 

Hope to hear from you soon

Sam


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


0 Kudos
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
157 Views
Message 8 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

This issue is still happening and it has forced my hand into moving to Sky for a better overall service.

I would like to speak to a manager by email or phone as soon as possible before I make public the diabolical customer service and treatment I have had from Virgin Media the last couple of months.

0 Kudos
Reply
  • 6
  • 0
  • 0
eMP3Danie
Joining in
108 Views
Message 9 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

This response time is almost as slow as the broadband you fitted to my home.

 

0 Kudos
Reply
  • 5.93K
  • 159
  • 415
Forum Team
Forum Team
80 Views
Message 10 of 11
Flag for a moderator

Re: VM200 avg 20Mbps with severe service drops.

Hi there eMP3Danie,

 

I am very sorry to hear about all of this. Apologies also for the delay in responding to your posts.

 

I've sent you a private message so that we can discuss this further.

 

Hope to hear back from you soon,

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply