VM - your 30mb broadband service is **bleep** [ Edited ]

[vogon87]

utter **bleep** 

I pay through the bloody nose for your **bleep** service and what do I get?

I get 1.11mb download speed 

I get failure to load pages

I get unable to play videos and when they do play, it's only after an age of buffering

I get unreliable, overpriced, inconsistant broadband

I get missed items on Ebay due to my internet connection disappearing 

That's what I get

No it's not my computer. Yes I have followed all the guidelines / rules / advice when it comes to wireless

You are cheating your customers by failing to deliver the service you advertise.You are a massive let down

I bet David Tennent and Usain Bolt don't get a **bleep** service

RANT OVER ( FOR NOW ) 

[apcyberax]

"advice when it comes to wireless"

and what speeds do you get wired. and how are you testing your speeds

[vogon87]

Thanks for responding - appreciate it

I'm getting even less now

It's very erratic and i'm getting somewhere between ( wired ) 0.78mb - 1.5mb   ( wireless is 0.37mb - 1.2mb )

I'm using speedtest and broadbandspeed checker

I'm not unreasonable and don't expect to get 30mb all the time, but it'd be nice to have a reliable service with a respectable speed - say 15-20mb

Like everyone else, I wish to look at YT videos, watch I player, last second bid on Ebay etc etc -  I don't think that's particuarly demanding on my part. I might be being unfair.... 

Any advice would be appreciated. It might just stop me harassing Neil Berkett again!

[apcyberax]

OK so that rules out wireless as the problem always good to get that out the way.

Can you also post your modem stats/logs

(Taken From Mark_Wilkin Post)
Inside the modem are various web pages that contain useful information about your connection. When reporting a connection fault it may be useful to include some of the information found within these pages. To view them open up your web browser and type http://192.168.100.1 into the address bar and press Enter.

The main information the Support team are interested in are the Downstream Power Level/Levels, Upstream Power Level and Downstream SNR (called RxMER on some modems). Depending on the model of modem you have this information will either be located in the ‘Signal’ page or the ‘Downstream’ and ‘Upstream’ pages.
Also please include the full event log from inside your modem.

Please note some modems will require you to log in before you can view these pages. The login details for both the username and password is root.


If using Netgear VMDG280
Visit http://192.168.0.1 enter password when prompted (This can be found on a sticker on your VMDG280)
Click on the Connection and paste the information there.

[vogon87]

Hi there

Here is the event log as requested

I'm just trying to locate the upstream/downstream. Will post the stats as soon as poss.

Event Log

Time Priority Description Mon Jul 02 15:06:36 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Mon Jul 02 15:06:33 2012    Critical (3)   REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Sat Jun 30 06:41:45 2012    Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Sat Jun 30 06:41:21 2012    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Sat Jun 30 06:37:47 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Thu Jun 28 02:48:54 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Wed Jun 27 08:09:27 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Wed Jun 27 08:09:00 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Wed Jun 27 08:07:35 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Wed Jun 27 08:03:07 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Mon Jun 25 13:59:01 2012    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Mon Jun 25 13:58:40 2012    Critical (3)   Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Mon Jun 25 13:35:20 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;   Wed Jun 13 00:47:12 2012    Critical (3)   DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Warning (5)   ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   

[vogon87]

I've found this data in relation to the downstream/upstream. I hope it's of help

Connection

Startup Procedure Procedure Status CommentAcquire Downstream Channel 314750000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK   Security Enabled BPI+

Downstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis lockedLocked QAM256 126 55616000 Kbits/sec 314750000 Hz -2.4 dBmV 40.3 dB Hybrid Locked QAM256 122 55616000 Kbits/sec 298750000 Hz -1.6 dBmV 40.4 dB Hybrid Locked QAM256 125 55616000 Kbits/sec 306750000 Hz -1.8 dBmV 40.8 dB Hybrid Locked QAM256 127 55616000 Kbits/sec 322750000 Hz -2.3 dBmV 40.3 dB Hybrid Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 1 20480 Kbits/sec 45800000 Hz 46.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV  

---

Primary Downstream Service Flow Downstream(0) SFID 12784 Max Traffic Rate 33330000 bps Max Traffic Burst 3044 bytes Mix Traffic Rate 0 bps

---

Primary Upstream Service Flow Upstream(0) SFID 12783 Max Traffic Rate 3333000 bps Max Traffic Burst 8160 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 8160 bytes Scheduling Type Best Effort

[vogon87]

Quick update - i'm still getting an unacceptable speed. Currently  1.4MB download and 0.2MB upload speed

I thought I'd better mention that this is the second Superhub I've had from VM. The first one's wireless capabilities gave up after just 3 weeks. Cue 3 weeks of complaints and battle to get a replacement. Now, barely 6 weeks later, my new Superhub is screwed once more.

Superhub? Superbad more like

I've just found a report that states VM have admitted that the hub doesn't work correctly

http://www.ispreview.co.uk/story/2011/02/22/virgin-media-uk-admits-to-broadband-speed-problems-with-...

I think it's time I inspected the ' contract ' between VM and myself

What a dreadful service. Very unhappy

[Jen_A]

Hi vogon87,

Please accept our apologies for the issues you are having with your broadband service.

There is a utilisation fault affecting your part of the network. This has been assigned fault reference F002066139. 

A Cat C resegmentation work is required to resolve this, and the current target completion date for this is mid - end July. 

So hopefully, you should have a trouble-free connection very soon.

If you do call our Customer Relations department with regard to compensation for the degraded service, please remember to quote the fault number. 

[StinkBug]

Basically Virgin oversell their areas, they know they don't have the infrastructure to handle new customers in various areas, but continue to sell! sell! sell!  Same thing happened to me.  Even though I have lived through their installation nightmare (took 3 separate days off work) and living with their subpar service, promises to fix segmentation on my networks months away which continue to get postponed and postponed, I still get their **bleep**py ads to sign up to their network.  And the thing is no one really cares.  Unbelievable.  

[apcyberax]

the network is a shared resource its designed to hold everyone as long as everyone uses it fairly. the network as no limits on the number of users but if some people abuse it in a area then it suffers.