Need an update on issue raised with networks

[alfieg]

Hi folks.

I have an issue with low upload speeds. an engineer visited (kyle I think?) and said he would raise it with the local network engineer (neil I think). He did this and it was checked at the cabinet. It was seen that the issue could be replicated from the cabinet so it was a network issue that needed fixing. This info was left in a voicemail on my Landline and said I should chase it up if it wasn't fixed before last Friday.

Unsurprisingly it was not fixed and I need to chase it. I'm not willing to raise it with the support lines as they don't understand the technical attributes of the network or have any access to previous correspondence.

Could you possibly look into this for me? It's been a problem for well over a month now and It's been a nightmare sorting it. Let me know what info you need.

Cheers.

[alfieg]

Sorry to bump. Can someone look into this for me? Thanks.

[Peter_]

It ca take 3/5 days for a post to be read so bumpimg it will not help as it puts you further back in the queue.

[Dave_O]

Hi alfieg,

Sorry we have not responded sooner. The reason for this is that the order in which we reply to posts is based on the date/time of the last post within the thread. Each subsequent post within this thread essentially put the thread to the back of the queue. Therefore 'bumping' posts generally has the opposite effect to that intended.

I have sent you a Private Message. Can you please reply with the information requested and we will look into this for you?

[Dave_O]

Hi alfieg,

Having checked your connection since the technician visit, I can see that your power levels are now much healthier. I can also confirm that there's no apparent issue on the UBR which handles your connection. If the problems persist, can you please provide some pings and traceroutes to UK-based servers/websites, along with any output from whichever method you're using to test your upload speeds?

Thanks in advance.

[alfieg]

Thanks for replying but it doesn't answer my query. The power levels turned out not to be the issue, the engineer checked them at my home and adjusted them, it did not fix the upload speed issue. There is a network issue meaning my upload speeds are 2mbps when they used to be 5mbps. The engineer left me a VM saying he found the problem and replicated it from the cab. He said it would be fixed within the week and it was not. The major issue with Virgin is that they don't share information between support departments and engineers. Please contact the engineer that visited me and ask him about this. It's getting ridiculous now as I have to explain the entire thing to every staff memeber. You should have full ticket info on my account which the engineers update.

This has been going on for way too long now.

[Chris_K]

Hi alfieg

Unfortunately we do not have the information you have been provided by the engineer. To investigate this issue we are going to need the diagnostics requested. Could you please post back here once you have them and we will look into the issue further

[alfieg]

Chris, Dave_O is dealing with this one. I'm so annoyed that the engineers cannot share info with the support team, it's absolutely useless to be honest.

[alfieg]

Hi Dave_O.

So I set up the new hub and it syncs at 5meg upload! Bad news is the downstream is screwed now. I can't win!!!! I tried to activate the new hub but I can't reach the activation page. See images below.

Original Superhub:

Replacement Superhub:

[alfieg]

Dave_O.

The replacement modem has now moved from channel 1 upstream to channel 4 (same as original hub) and the ustream bit rate has dropped back down to around 2meg. Is it a problem with Channel 4?