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Captain Clued-Up
PatrickF
Posts: 1,731
Registered: ‎25-10-2011

Re: CR0 Line Level problems?

Hi Craig5684,

 

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.

 

Kind Regards,

 

Patrick

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Making Waves
Craig5684
Posts: 9
Registered: ‎13-09-2011

Re: CR0 Line Level problems?

[ Edited ]

Still having a terrible experience with VM, at least theres only a few weeks left in my contract.

 

http://www.speedtest.net/results.php?sh=6959b9f9412244ea9b16c842f23a6d90&ria=0 Speed test results showing the state of my connection.

 

http://www.pingtest.net/result/54695613.png Typical PingTest result. 

 

Connection


Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel299000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+

Downstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPowerSNRDocsis/EuroDocsis locked
LockedQAM25620655616000 Kbits/sec299000000 Hz7.3 dBmV43.9 dBHybrid
LockedQAM25620555616000 Kbits/sec291000000 Hz7.7 dBmV44.2 dBHybrid
LockedQAM25620755616000 Kbits/sec307000000 Hz7.1 dBmV43.5 dBHybrid
LockedQAM25620855616000 Kbits/sec315000000 Hz6.3 dBmV43.1 dBHybrid
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV0.0 dBUnknown

Upstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPower
LockedTDMA110240 Kbits/sec25800000 Hz44.7 dBmV
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 

Primary Downstream Service Flow
Downstream(0)
SFID7814
Max Traffic Rate32220000 bps
Max Traffic Burst3044 bytes
Mix Traffic Rate0 bps

Primary Upstream Service Flow
Upstream(0)
SFID7813
Max Traffic Rate1111000 bps
Max Traffic Burst8160 bytes
Mix Traffic Rate0 bps
Max Concatenated Burst8160 bytes
Scheduling TypeBest Effort

Current System Time:Mon Jan 16 21:36:18 2012
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Making Waves
Craig5684
Posts: 9
Registered: ‎13-09-2011

Re: CR0 Line Level problems?

I had an engineer booked to come to my property today between 4-7pm today and he never showed. This is getting beyond a joke now, I get faster internet on my phone than I get from your super fast fibre optic broadband, not really on is it. I was left with out broadband for 12 hours on Tuesday and then spent 20 minutes speaking to a guy reading a script in an offshore call centre as I tried to explain to him that I had no service on both tv and broadband and that my super hub said network access denied and he was telling me to turn my
MacBook on and off.
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Yao
Crafty
Yao
Posts: 21
Registered: ‎22-01-2012

Re: CR0 Line Level problems?

[ Edited ]

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.

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Forum Team
Ralph_R
Posts: 6,849
Registered: ‎23-11-2011

Re: CR0 Line Level problems?

Hi Craig5684,

 

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.


Ralph
Help & Support Forum Team

Problem Solved?Fault with your service?We did warn you!
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Making Waves
Craig5684
Posts: 9
Registered: ‎13-09-2011

Re: CR0 Line Level problems?

 

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 77.96.105.68

 

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 

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Good to Know
Oliver_C
Posts: 825
Registered: ‎23-11-2011

Re: CR0 Line Level problems?

Hi Craig5684,

I'm sorry that you have been experiencing issues with your connection.

I can see that you are currently being affected by an open high utilisation fault. This has been raised under reference F001865507 and is scheduled to be repaired on the 4th of July, 2012. This is an estimated fix time and is subject to change.
Kind Regards,

Oliver C

Help & Support Forum Team



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Wizard
nigelr
Posts: 144
Registered: ‎03-12-2011

Re: CR0 Line Level problems?

Hi Craig5684

 

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! :smileywink:

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Making Waves
Craig5684
Posts: 9
Registered: ‎13-09-2011

Re: CR0 Line Level problems?

Thanks for the reply, unfortunately sorry just isn't good enough this time, I have already been given four separate dates for a fix over the past year all of which have been pushe back. Could you please supply me with the number to the uk cancellations office?
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Wizard
glenn4009
Posts: 135
Registered: ‎01-05-2011

Re: CR0 Line Level problems?

call 150 from a virgin phone line option 5 and then option 2 mate or 0844 995 95 22 and same options from a non virgin phone line mate. 

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