Forum Discussion

Insecurity's avatar
Insecurity
Tuning in
7 months ago

New VM02 Nextfibre 2gb/2gb

I am posting this to hopefully help out people that have connected to the new vm02 2gb/2gb services.  Since install been having multiple problems with packet loss, gaming high latency and random disconnects here is example....

After negotiating the minefield of customer services where 99% don't even know that 2gb is live let alone what a Hub 5x is eventually persuaded via online account that there was a issue that required a engineer visit.  Well engineer visited and although had been trying to explain all along that i thought the issue was "dirty fibre" as the new install was never scoped and checked he knew immediately that this was a known issue proceeded to clean the fibre and as a matter of course even gave us a new router.  So the morale based on what been also told by engineer is as follows.

If signing up for a new vm02 nextfibre connection and do not have existing connection (likely) once they have installed the line what should happen is a engineer should visit  to scope and clean the fibre connections ready for the main install if not it should be scoped and cleaned during main installation when it has been fed into property to the 5x router. 

So if you have been having massive random latency  in gaming or erratic download/upload speeds and random disconnects would appear it is solely down to "dirty fibre" tell them this if experiencing same issues as our connection has been rock solid ever since.  Good luck!

  • Megan_L's avatar
    Megan_L
    Forum Team
    7 months ago

    Hi Insecurity, 

    Thanks for posting this on our Community Forums and a warm welcome from us! 

    We are sorry to hear you're having some connection issues with services, as you're on a specific package you're within a ring fences Team who are the only ones that can help. 

    If the issues you've described are still ongoing then please give them a call and they will be happy to help further. 

    Unfortunately we're not able to help further on the Forums 😥

    Thanks,

    Meg

    • Insecurity's avatar
      Insecurity
      Tuning in
      7 months ago

      Erm, no idea what the "ring fences team" is let alone how to contact them - as it goes the problem after 2 weeks of stability is back with a vengeance and getting no where with customer services team - please advise as getting to wits end with the service at the moment as it goes the router has dropped solid white light to flashing red again as i am typing this luckily have backup internet. And it is doing this every 10-15mins....For £90 per month this is quite annoying!  

    • Insecurity's avatar
      Insecurity
      Tuning in
      7 months ago

      For some reason wont let me post link to live bqm but here is a snapshot from last 24hrs.

    • Insecurity's avatar
      Insecurity
      Tuning in
      7 months ago

      I was but anyway thanks for replies really doesn't matter now - services went off last night @22:00  and no sign of it been fixed as i speak - as a result seriously considering cancelling the service (what there is of it) 🙂

      • Steven_L's avatar
        Steven_L
        Forum Team
        7 months ago

        Thanks for coming back to us Insecurity and we're sorry for the issues that you have been experiencing your connection and the outage over the weekend. Have your services been restored since you last posted?

        Kind Regards,

        Steven_L

  • legacy1's avatar
    legacy1
    Alessandro Volta
    7 months ago

    blame VM tests they do and DoS your connection that BQM shows