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jepho
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Message 1 of 25
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Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Since early November 2016 I have been told that there is an issue with my service and it would be fixed in December then January then February. March is here and no fix. My Vivid 200 service is being paid for but not delivered. The first month of using Vivid 200 I was seeing around 150Mbit and since November I have seen very slow speeds and may as well be on dial up with a 14.4k modem. 

Today's test: http://www.speedtest.net/my-result/i/2011214231

I am seriously considering my options and I wish to abandon this ridiculously slow Virgin Media service. You keep taking my money for a 200Mbit service yet persist in failing to deliver anything that resembles an acceptable level of service. Every time I speak to a customer services person and repeat the whole sorry tale yet again, I am promised that services will improve. Not so!

I question the legal validity of this type of rolling contract where the terms are all provided by the supplier, without negotiation. There is no compulsion for the supplier to adhere to any of the terms, despite them being favourable to the supplier. Under current consumer law, this service contract is demonstrably unfair (thereby unenforceable) and I consider Virgin Media to be the prime mover in breaking my contract. I want the service for which I am paying handsomely to work; without any more ado or excuses from customer service staff who possess little to no understanding of the situation.

I don't want a barely minimal service because I expect the service for which Virgin Media have been very well paid. I am no longer prepared to put up with this nonsense and nearly five months without any service that could be described as vaguely useable. This morning's speed test is merely 0.22% of what I have ordered and paid for.

Would Richard Branson accept this situation as Virgin Media trying hard to provide a fantastic high speed broadband internet service?  

Take Note Virgin Media that from today 08:10 13th March 2017 you have just five days to supply me with the full services for which I have paid. Thereafter; all transactions between myself and Virgin Media are concluded.  

Anyone with executive power from Virgin Media can contact me via my mobile phone number or e-mail me. I will be available all of this week to speak with a senior staff member of Virgin Media. I am thoroughly fed up with your abject failure to honour the contract to provide me with an acceptable level of service.

The service had been patchy and poor for months and then almost non-existent since November when I first raised the issues. I have continued to raise this issue on many occasions which are now too numerous to count since that time, with your ineffective customer services staff. What I have received is excuses and promises and it is unacceptable. 


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Superuser
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Message 15 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Ill summarise for you.

Judging by your pushed back review dates (not fix dates) you are on a segment suffering from over utilisation.

If that's the case, get your F number, phone retention's and tell them you want to leave because of it. EDF's will likely be waived where over-subscription is in play and you push.

As for VM being in breach, your on a residential contract with no SLA in place. Perfectly by the book according to OFCOM, so it becomes a matter for the regulator or more correctly the arbitrating body-in this case CISAS. Escalation through CISAS is long winded and you are better off just pushing to leave with no penalty because of the ongoing fault. However if you want to go down that route, that's your point of contact.

 



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cje85
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Message 2 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Although there may be a problems causing slow downs at peak time, it's extremely unlikely that this would cause such a dreadful speed on a weekday morning, so that points to there being an additional problem which hopefully they can resolve a lot sooner.

If you could post your modem statistics that would help to identify any obvious problems. Go to http://192.168.100.1 but don't sign in, just click Router Status which will be either at the top right of the screen or the bottom, depending on which hub you have. Then copy/paste (or post a screenshot of) the Upstream, Downstream and Network Log pages.

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Superuser
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Message 3 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Also your 5 day notice is too short for the forum team to even read. The reply time on the forum is about a week.
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jepho
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Thank you cje85 for your assistance: requested logs appended below.

Further speed test data:

Date:              Time:            Down           Up           Ping

31/08/2015 - 20:08              27.2            11.43         11

31/08/2015 - 20:08 27.2 11.43 11

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 4 N/A N/A 3
Frequency (Hz) 25800000 N/A N/A 32600000
Ranging Status Success N/A N/A Success
Modulation 64QAM N/A N/A 64QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 47.75 N/A N/A 48.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 4 0 0 2
T4 Timeouts 0 0 0 0

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 283000000 235000000 243000000 251000000 259000000 267000000 275000000 291000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 31 25 26 27 28 29 30 32
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 0.27 1.62 1.71 1.62 1.33 1.03 0.78 -0.19
RxMER (dB) 36.84 36.61 36.84 36.39 37.09 37.09 36.84 36.61
Pre RS Errors 144075 49528 58874 368560 352251 211949 22783845 9900
Post RS Errors 926 2211 4200 4285 1459 3378 2231 673

Network Log
First Time Last Time Priority Error Number Description
13/03/2017 10:13:07 GMT 13/03/2017 10:13:07 GMT Warning (5) 66050310 Auth Success - Web login successful.
13/03/2017 07:35:14 GMT 13/03/2017 07:35:14 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/03/2017 00:05:32 GMT 13/03/2017 00:05:32 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/03/2017 09:06:08 GMT 12/03/2017 09:06:08 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
10/03/2017 13:47:18 GMT 10/03/2017 13:47:18 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/03/2017 13:47:17 GMT 10/03/2017 13:47:17 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/03/2017 13:47:16 GMT 10/03/2017 13:47:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/03/2017 13:47:15 GMT 10/03/2017 13:47:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/03/2017 13:47:14 GMT 10/03/2017 13:47:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/03/2017 19:11:05 GMT 07/03/2017 19:11:05 GMT Error (4) 68010302 DHCP WAN IP - ###########
07/03/2017 19:10:33 GMT 07/03/2017 19:10:33 GMT Error (4) 68000407 TOD established
07/03/2017 19:10:26 GMT 07/03/2017 19:10:26 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
07/03/2017 19:10:20 GMT 07/03/2017 19:10:20 GMT Notice (6) 84000510 Downstream Locked Successfully
05/03/2017 17:25:16 GMT 05/03/2017 17:25:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:14 GMT 05/03/2017 17:25:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:12 GMT 05/03/2017 17:25:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:10 GMT 05/03/2017 17:25:10 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:08 GMT 05/03/2017 17:25:08 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:06 GMT 05/03/2017 17:25:06 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
05/03/2017 17:25:04 GMT 05/03/2017 17:25:04 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

Further speed test data:

Date and time: -       Down      Up     Ping 

10/05/2016 - 14:07 - 135.40 - 12.19 - 9

06/06/2016 - 20:30 - 64.23 - 16.87 - 10

07/08/2016 - 22:37 - 5.07 - 1.96 - 18

19/10/2016 - 09:07 - 82.92 - 12.12 - 9

25/02/2017 - 21:02 - 3.96 - 0.47 - 16

27/02/2017 - 08:07 - .43 - 2.79 - 15

07/03/2017 - 03.43 - 71.04 - 12.31- 11

13/03/2017 - 07:18 - 0.44 - 5.17 - 12

Even the results at just before 04:00 are weak and only 35% of the down load speed I am paying for. The repeated testing is at the behest of customer service staff who tell me there is nothing wrong with my hard-wired set up. They test the hub remotely and see no issues with it.  

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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jepho
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Message 5 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Thank you Shafreya. You make an interesting point. Five months ought to be long enough and my five days is generous. I have had enough of paying for something that is not being provided. 

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pete7049
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Message 6 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

As noted above, VM Mod's are aware of your post. So, there's no excuse for them not to get their collective finger out, and act upon your "5 day" post. Smiley Wink

F003443743. December '14 - May '17.
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Superuser
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Message 7 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

@pete7049


You've been here long enough to know the difference between the mod team and the forum team haven't you? Modteam got to check all the posts for inappropriate content, forum team are the chaps and chapettes who reply to posts.

Then there is Steve... Steve breaks everything.
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pete7049
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Message 8 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

Yep, and if they can't communicate with eachother, there's something wrong. Smiley Wink

F003443743. December '14 - May '17.
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Superuser
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Message 9 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

@jepho

They usually red text anything they've edited out. Look for the red XXXXXX's

In this case it was you IP in the network log that was edited out.
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jepho
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Message 10 of 25
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Re: Vivid 200 is rubbish and should be renamed to LIVID 200!!!

thanks. found them. 

meanwhile back at the ranch... 

http://www.speedtest.net/my-result/i/2011828375:smileymad:

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