on 20-12-2011 14:09
I fully appreciate the position you are with the lack of internet connection and your request for account rebates. However, as the forum team are unable to process any account or financial changes due to Data Protection, I'm unable to do so. I apologise for this inconvenience. If you give our Customer Services team a call, they will be able to arrange these on our behalf.
16-01-2012 21:46 - edited 16-01-2012 21:49
Still having a terrible experience with VM, at least theres only a few weeks left in my contract.
http://www.pingtest.net/result/54695613.png Typical PingTest result.
|Current System Time:Mon Jan 16 21:36:18 2012|
on 25-01-2012 20:06
26-01-2012 09:08 - edited 26-01-2012 09:09
I read this post as I am in the CR0 area. I've been having issues lately, but not nearly as bad as yourself. This would indicate something even more localised. When the engineer comes round, ensure you have all his details as well. If it's a contractor then it's even more important.
On another note, I have to admit I am appalled at the level of support you have received. I have been complaining about the phone support AND length of time it takes to get a response on this forum, but what you're experiencing is terrible. I cannot understand how companies can justify this level of service at all.
I would expect at least a few month's rebate on top of some compensation for the lack of service. They may be a forum team here, but surely they have enough information to make a recommendation to customer services that your case be given some priority.
on 01-02-2012 09:11
I'm very sorry to hear about the problems you have encountered regarding your broadband and tv service. On checking your account I can see that your engineer visit was cancelled due to a local outage being reported in the area at the time, apologies if you were not informed about this.
I can see that your broadband is online currently, can you confirm if you are still experiencing problems?
Could you please repost the internal diagnostics from the hub, please include the firmware version.
on 06-06-2012 18:22
I have had issues ever since my last post, i just do not have the time to constantly complain about the lack of service that i am paying you for.
http://www.speedtest.net/result/1993717317.png This is typical of the service i receive.
Below are my internal diagnostics, i would like an engineer to be sent to my property, and for him to actually turn up unlike the last time you arranged one. If a fix has not been found by the end of this month i will be terminating my contract with yourselves, which i am well with in my rights to do as you are not upholding your end of the contract and providing a useable service.
InformationStandard Specification Compliant EU DOCSIS 3.0 Hardware Version 2.00 Software Version V5.5.2R26 MAC Address **:**:**:**:**:** Serial Number 2HA20CUJ110EE CM Certificate Installed
StatusSystem Up Time 0 days 05h:30m:05s Network Access Allowed Device IP Address 18.104.22.168
Startup Procedure Procedure Status CommentAcquire Downstream Channel 299000000 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 206 55616000 Kbits/sec 299000000 Hz 4.4 dBmV 43.3 dB Hybrid Locked QAM256 205 55616000 Kbits/sec 291000000 Hz 5.0 dBmV 43.8 dB Hybrid Locked QAM256 207 55616000 Kbits/sec 307000000 Hz 4.1 dBmV 43.2 dB Hybrid Locked QAM256 208 55616000 Kbits/sec 315000000 Hz 3.5 dBmV 42.8 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 35800000 Hz 45.2 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 12048 Max Traffic Rate 33330000 bps Max Traffic Burst 3044 bytes Mix Traffic Rate 0 bps
Primary Upstream Service FlowUpstream(0) SFID 12047 Max Traffic Rate 3333000 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 06 17:17:04 2012
on 10-06-2012 13:26
on 10-06-2012 17:11
Welcome to the non-exclusive club of VM customers unfortunate to be connected to VM's network in the CR0 and SM6 areas. Pathping after pathping shows the Croydon cores throwing away data packets like confetti which is all part of the oversubscribed and sub-standard VM network round here.
As for the 4 July estimated fix date, all I would say is the open high utilisation fault for my area (also now scheduled for 4 July fix) has been ongoing since October 2011 (they closed one and re-opened another a week or so later) and every month it gets pushed back another. So, rest assured that the 4 July date is most definately an estimate and almost certainly subject to change.
The forum guys on here as with phone tech support do their best and can only go on what the system says but ultimately, these fix dates are really just unrealistic nonsense dates. During the last call I had with tech support, they essentially admitted that for some of the serious utilisation cases, any local work (e.g. added cables, replacement cabinet etc) is simply being postponed until they get around to doing server upgrades to cope with the speed increase roll outs.
My bet, come the 4 July, you'll then be told a fictional date in August (again, I would point out that it isn't the actual support guys making it up, it's the VM 'system'), come August you'll get a date in September etc etc.
For your sake though, I hope I am proved wrong!
on 11-06-2012 12:48