Forum Discussion

m3geezer's avatar
m3geezer
Joining in
6 months ago

2GIG SamKnows dropouts happening again

I upgraded 6 months ago from 1gig to 2gig connection with a Hub5x and placed a call a couple of months in due to my work vpn dropping out almost hourly at the sametime.  Looking at my Firewall logs I could see a small amount of packet loss at this time every hour at xx:44 minutes.

After making a complaint to Virgin due to notbeing able to log a ticket easily as kept going through their automated system, I eventually got an engineer visit raised.  When he turned up he said it might be the SamKnows teating they do and he'd raise this his end.

I think for while the testing was turned off or decreased for me, and everything seemed to improve, but it seems npow eveything has returned back to how it was.

 

As I am paying a premium price for this product i either wish to somehow get this reasolved, looking for advice on how to, or cancel my contract without being charged extra as technically the service isn't providing a reasonable service.

 

Can anyone throw any light on the subject, especially as outside Virgin this seems to be aknowlegded as a common issue.

 

thank you.

7 Replies

  • Hey m3geezer, thank you for reaching out and a warm welcome to the community I am sorry to hear about your connection issues.

    We don't block or stop VPN's so we are unable to support with these, but I will send you a DM to look into the connection a little more.

    Please do look out for my DM/

  • legacy1's avatar
    legacy1
    Alessandro Volta

    Yup you need them to add modem mode to that hub to stop a problem they are causing 

  • So looking at the Interwebs, loads more people have had issue and if Realspeed is disconnected for device/account (however it is allocated) this seems to resolve the issue, as I expected,

    However!  how can I get Virgin to do this for me?  as I have gone through tech support and complaints before and my cat seems to understand the issue more!  

     

    thanks,

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey m3geezer, thank you for reaching out and I am sorry to hear you are having some connection issues.

      I've checked this out from our side and everything is looking great.

      How has it been since Monday? 

      • klayton88's avatar
        klayton88
        On our wavelength

        @Mathew_ML

        Yet another reply where you dodge the request of disabling the samknows test you do on your end. Another stock reply of 'everything looks ok on our end'

        If you're not going to acknowledge the samknows speed tests your company forces upon our service, don't bother to reply to a thread in which somebody explicitly states they want Virgin to disable this feature for them. Just a waste of time skirting around the known issue.

  • Client62's avatar
    Client62
    Alessandro Volta

    For our RFoG connection we are receiving emails from VM saying in the 220 tests we have run in the last 3 months your Hub's average speed has been...   So less than 3 test per day.