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iiNNeX's avatar
iiNNeX
Settling in
2 months ago

Connection problems - T3/T4 timeouts, lots of pre and post rs errors, high latency, packet loss

 

Hey VM,

I am quite frustrated and disappointed at the level of service I have been receiving in the 2 years I have been a customer so far. I think there have been 5 or maybe 6 engineer visits to fix my line, including replacement Hub 5, new wiring from house to cabinet, multiple changes to connectors (each engineer blaming the other on bad termination) and whatnot. It is getting a little silly and I just want it to be stable and work. 

I had the first Hub in router mode, then the replacement also, and only switched to Modem mode in the last week or so. I recently upgraded my home networking with full Unifi setup and that has been pinging me daily about the instability of my line. Please see details below:

 

I generally get a lot more T3/T4 timeouts, even on the 3.1 upstream, but internet did completely go down recently so it all got reset after a reboot. I did also have a broadband quality monitor set-up but forgot to update IP when I changed the equipment recently, so don't have super recent data, but here are some snippet that shows the little red dots (packet loss):

 

Anyway, I need help with this as I am not getting the level of service I am paying for, and at this point am very close to leaving. 

Thank you!

 

1 Reply

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    29 days ago

    Hi iiNNeX 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

    We're sorry to hear about the connection problems you've been having and that you're thinking of leaving us 😔

    In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,
    Daniel