Forum Discussion

klayton88's avatar
klayton88
On our wavelength
20 days ago

Turn off the samknows speed tests on my line.

I'm absolutely fed up of this issue throughout the last 18months of my tenure on M350. When my current contract expires in a few months I'll be switching provider if this isn't fixed.

I'm certain the hourly ping spikes and packet loss I get EVERY SINGLE HOUR, which result in my gaming sessions being ruined, are as a result of your stupid speed tests on the line which I never opted in to and seemingly nobody wants to look in to and have rectified for me. 

DO NOT gaslight me and tell me everything looks fine on your end and the levels are fine bla bla bla, my service is broken every hour by your stupid speed tests.

This issue happens when the hub3 is in router mode. The issue happens when it is in modem mode and using a Deco x20 mesh system as the router. THE SAME ISSUE HAPPENS, IT IS ON THE LINE, not the device.

Plenty of people having the same issue from a quick search here yet not once have I seen VM own up and actually look to getting it fixed. I DO NOT WANT OR CONSENT TO THIS STUPID FEATURE on my account. I want somebody from VM look in to it without passing the book or telling me to try other things which I've excluded.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    17 days ago

    Hey Klayton88, thank you for reaching out and I am sorry you are having some connection issues.

    I've taken a look and from our side everything looks great.

    Can you try this without the mesh system as we cannot guarantee our equipment would work with any 3rd party kit. 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      17 days ago

      @Matthew_ML  did you actually read the OP?   He has clearly established that this is an external problem.

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        17 days ago

        @jpeg1

        now that would be novel for staff to bother to read a full post with all the detail as above - far too much information to be absorbed and reacted to - much easier to skim read and post rubbish that ticks the box that says - answered

        this new line saying - Can you try this without the mesh system as we cannot guarantee our equipment would work with any 3rd party kit.

        is a further cop out thats being added into their - have not a clue stance - of course the hub will work with a mesh system - but whether staff [or some of them] know what a mesh system is is debatable 

    • klayton88's avatar
      klayton88
      On our wavelength
      10 days ago

      I swear you're a bot Matthew. Did you even read my post? You're a prime example of 'everything looks fine on our end bla bla bla'. Absolutely shouldn't be in a customer service role because you clearly don't read the posts let alone look in to what has been asked of you. Can another member of the forum team escalate this for me please, to a technician who knows what a samknows speed test is.

      AS STATED, I HAVE TRIED THIS WITHOUT THE MESH SYSTEM, WITH THE HUB 3 IN ROUTER MODE. THE SAME ISSUE.

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        10 days ago

        from memory this problem was around a long time ago and it was possible to turn off the samknows test - there might be something in the archived posts if someone got off their backside and searched - but all the technical staff have long gone and we are left with social media clones - who talk about journeys and reaching and other such [useless] stuff - not their fault its just as it is - ringing will be pointless as offshore have probably never heard of samknows so you can only plug away here and hope that one [of the very few] knowledgeable staff members come to the thread

        maybe a VIP could flag the thread to staff to get someone back - with respect not Matthew!!

  • Client62's avatar
    Client62
    Alessandro Volta
    10 days ago

    The Samknows remote test run less than 3 times per day against our VM Hub,
    we know this from the VM email that reported performing 220 tests over 3 months,
    (220 tests / 91  days) = 2.4 tests per day.

    Samknows Realspeed does not work with VM Hubs in Modem mode.
    Everyman & his schnauzer knows this.
    Now you know how not to be subject to remote speed testing.

    Perhaps the local VM network is being flooded with BQM test traffic 
    and the endless speed tests that every teenager appears to need to perform
    before ranting on this Forum about line performance but not sharing a jot of evidence.

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      10 days ago

      Adduxi

      theres a bqm here - i am not sure what it shows other than a regular pattern

      https://community.virginmedia.com/discussions/Setup/latency-spikes-and-packet-loss-spikes-every-hour-for-the-past-18-months-/5612492

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        9 days ago

        Ahh, so posting over multiple threads is the OP....  As you say, just a regular "pulse" but nothing showing otherwise.  Could well be automated monitoring, but as to getting this removed, who knows ?