virgin medias lack of honesty

[cekim]

I think it's time VM stood up and admitted there is something seriously wrong with their broadband. The last 6-7 weeks have been absolutely dreadful. I have contacted them 4-5 times about no or slow internet and every occasion i get told there are no problems in the EH12 area.Once i am off the phone the internet magically comes back on for a couple of days.Seriously cheesed off with this shower, if they cannot maintain there service then they should not maintain the price they command for this part-time connection.

[cekim]

surprise surprise theres no comments from Forum team

[Lynx1987]

Hi

Replies take up to 7 working days

Lynx

[Quadders]

Hi

You will need to help yourself out while you wait. So far you have not presented any information about your configuration that can aid any one to assist you.

To start with sign up to think broadband ( it is free) go to the tools area (bottom left) and set up a broadband quality meter. This will monitor your internet and log any drops of service like the following image shows.

Secondly we could do with knowing your modem configuration / connection settings.

Login to the superhub via http://192.168.0.1

Username admin

Password changeme ( unless you have changed these from default ).

Under the central image click on the red Advanced settings link

When the page loads look down the left in grey and click on connection. The details required will be there to copy and paste in to the forum. This should show any issues their for further investigation.

Doing all this may seem over the top but it is what you need to do to A) show the internet dropping out or not working and B) to see if there is an issue with the connection power levels etc.

This information will also help you get a broadband refund each month until VM fix the issue for you.

[cekim]

• Startup Procedure Procedure Status CommentAcquire Downstream Channel 291000000 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 168 55616000 Kbits/sec 291000000 Hz 3.0 dBmV 40.9 dB Hybrid Locked QAM256 169 55616000 Kbits/sec 299000000 Hz 2.5 dBmV 41.2 dB Hybrid Locked QAM256 170 55616000 Kbits/sec 307000000 Hz 2.7 dBmV 40.9 dB Hybrid Locked QAM256 171 55616000 Kbits/sec 315000000 Hz 2.0 dBmV 40.9 dB Hybrid Locked QAM256 172 55616000 Kbits/sec 323000000 Hz 2.6 dBmV 41.2 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 UnknownUpstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 9 20480 Kbits/sec 35800000 Hz 54.5 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 43415 Max Traffic Rate 20480000 bps Max Traffic Burst 10000 bytes Mix Traffic Rate 0 bps

  ---

  Primary Upstream Service FlowUpstream(0) SFID 43414 Max Traffic Rate 2080000 bps Max Traffic Burst 8160 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 8160 bytes Scheduling Type Best EffortCurrent System Time:Wed Jun 13 17:38:20 2012  -------------------------------------------------------------------------------- Startup Procedure Procedure Status Comment Acquire Downstream Channel 291000000 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 locked Locked QAM256 168 55616000 Kbits/sec 291000000 Hz 3.0 dBmV 40.9 dB Hybrid Locked QAM256 169 55616000 Kbits/sec 299000000 Hz 2.5 dBmV 41.2 dB Hybrid Locked QAM256 170 55616000 Kbits/sec 307000000 Hz 2.7 dBmV 40.9 dB Hybrid Locked QAM256 171 55616000 Kbits/sec 315000000 Hz 2.0 dBmV 40.9 dB Hybrid Locked QAM256 172 55616000 Kbits/sec 323000000 Hz 2.6 dBmV 41.2 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 -------------------------------------------------------------------------------- Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 9 20480 Kbits/sec 35800000 Hz 54.5 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 43415 Max Traffic Rate 20480000 bps Max Traffic Burst 10000 bytes Mix Traffic Rate 0 bps -------------------------------------------------------------------------------- Primary Upstream Service Flow Upstream(0) SFID 43414 Max Traffic Rate 2080000 bps Max Traffic Burst 8160 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 8160 bytes Scheduling Type Best Effort -------------------------------------------------------------------------------- Current System Time:Wed Jun 13 17:38:20 2012

[cekim]

http://www.thinkbroadband.com/speedtest/button/133969536241041730815.png

[cekim]

http://www.thinkbroadband.com/ping/share/e5556d59bff6c5dd84fa0840e90b9287.html

any ideas with this?

[griffin]

Your Upstream power level of 54.5 is a bit high and just outside VM tolerences. To correct this you will need to contact VM either by phone or waiting here for a few days for a Forum Team Member to respond.

Your Think broadband graph shows a poor connection during the day and combined with your high upstream I would expect there to be some utilisation issues in your area, again VM can investigate this for you.

[Jason_G]

Hi cekim,

Your upstream power level is 52 at the moment which is fine.

The utilisation on the network in your area is too high however, so I shall send this over to our Network Team. Bump the thread for updates please.

[cekim]

updates?