Having major issues with my VM 2G connection.
Large amounts of dropped packets (PIC1) and periods of complete downtime 2HR+s (PIC2). Which is making gaming impossible in the house, and WFH an issue as we need to be on Teams alot.
I have attempted to talk via the app to Virgin, organised an engineer and twice it be cancelled with no warning. Last few times I have tried to ring them on the phone they have hung up mid conversation.
I am getting to my whits end....
You are a product of VM and they get to do speed tests that are causing your problems
Fight for your right to modem mode
Looking at PIC 1, what is the explanation of the two solid red bands,
i.e. was there a total outage for two periods as the graph would suggest ?
Yes total outage.
Its getting to the point where at least a day a week has outages like that.
Not a network Engineer, but would this suggest that there is a local issue with VM with the packet loss occurring on HOP 2
Had a technician out and couldn't resolve the problem.
Could someone who deals with Exchange or Hop2/3 connections reach out to me ?
Its not a hop problem its the hub doing speed tests causing a drop
run StarTrinity CST at 2Mb up and down problem should go away
http://startrinity.com/InternetQuality/ContinuousBandwidthTester.aspx
Forum TeamHi quisarious123,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've had some issues with your connection. Looking into things today. we can see there was an open fault affecting you. This was resolved earlier today however the fault is still currently open and being monitored to ensure things are resolved.
Please reboot your hub and monitor the connection, and let us know how things are.
Many thanks,
Still facing the same issues and my connection has gone down three times this evening.
That loss is fine, between Brentford and Telehouse your data is encapsulated, nothing to reply to your traceroute.
The speed tests they do every hour will be the cause of the hourly packet loss. This should be opt-in or at very least easy to opt-out but not surprising it isn't given the state of the XGSPON service with regards to the Hub, its software and the management platform Nexfibre/VM have.
The total loss of service if no-one else is suffering they should get an engineer to you. If they insist on forcing hourly speedtests and no modem mode onto you the least they could do is monitor for larger scale outages.
If you aren't familiar with it the excellent site CEO Email might be useful.
If enough people reach out to the powers that be regarding VM degrading their service on an hourly basis by default with no way of opting out besides weeks fighting through support they may rethink.
I reckon making it opt-in in return for a monthly bill credit of, say, £5 for each month opted in is reasonable.
Nope VM like there Statistics too much they just have to do modem mode or IP passthrough to have the hub have the WAN IP to do speed test and the same WAN IP to customer device
